Fraud and bad debt are connected, but not identical. In this episode of Tech Talk with 20for20, Dom Beveridge speaks with Steve Carroll (Findigs), Kyle Nelson (Snappt), and Nate Thompson (Morgan Properties) about how fraud drives bad debt, and how smarter policies, metrics, and market awareness can keep both under control.The panel explores:

• Where they overlap: Many evictions stem from fraud, but some bad debt comes from life events or overly rigid screening policies.
• Better policies: One-size-fits-all rules like “three times rent” don’t work everywhere. Operators are using local data to fine-tune risk and approval criteria.
• Evolving fraud patterns: Organized fraud targets fast-growing lease-ups in Sunbelt markets—but is spreading into new regions through “fraud-as-a-service.”
• Friction vs. experience: Post-pandemic systems block more fraud but can frustrate honest renters. Smarter “fast-lane” screening helps balance both goals.
• Measuring success: Early payment behavior—especially in the first 90 days—is the best leading indicator of fraud and future bad debt.

Sponsors for this episode:

Western Reporting, resident screening and income verification  by Inhabit

EliseAI, AI-driven automation that helps streamline communications and improve operational efficiency.

To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com.

Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to [email protected].

The takeaway: analyze evictions, act on your data, and never lose sight of the renter experience. “You can eliminate delinquency,” says Nate Thompson, “but you’ll eliminate occupancy too if you’re not careful.”

Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.

This season of Tech Talk with 20for20 begins with a fundamental question: why is fraud such a difficult problem for multifamily operators to solve? Dom Beveridge is joined by three experts, Jamie Borodin  (Docuverus), Mark Fiebig (Payscore) and Tim Ray (Verifast), to break down what makes this problem uniquely complex, and why so many operators underestimate it.Fraud prevention, they explain, is not a single task but a constantly moving target shaped by technology, incentives, and human behavior. The discussion explores:

• The fundamentals of fraud - understanding the difference between first-party, third-party, and synthetic fraud, and why most issues stem from falsified or edited documents rather than stolen identities.
• Managing acceptable risk - the balance between minimizing bad debt and maintaining occupancy, and why different asset classes require different levels of strictness.
• Technology philosophies - the divide between document-first and bank-linking-first approaches, and why most effective solutions use both to separate the “fast lane” for good applicants from slower lanes for those who need deeper scrutiny.
• The growing challenge of organized fraud - how social media, AI tools, and “fraudpreneurs” have industrialized deception.
• Why we need specialist providers - what are operators getting from their best-of-breed providers that they can’t get from their PMS or platform suppliers?

Sponsors for this episode:

Western Reporting, resident screening and income verification  by Inhabit

EliseAI, AI-driven automation that helps streamline communications and improve operational efficiency.

To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com.

Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to [email protected].

Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.

In this new season, we are returning to the topic of fraud prevention.

In the 18 months since interviewing all of the best-of-breed fraud providers for Season 1, much has changed both in the technology world, and with the nature of the problem.

This season includes nine episodes, each covering a specific topic that multifamily operators should understand about fraud prevention, featuring conversations with some of the leading experts in the industry.

Episode 1 drops next week - make sure you've subscribed to Tech Talk with 20for20 so you don't miss an episode!

In this episode, Dom sits down with Tyler Christiansen, CEO of Funnel, to unpack the second annual Funnel Forum—an event built around centralization, automation, and AI in multifamily operations. 

Dom and Tyler reflect on how the event has evolved, the value of structured discussion for operators navigating change, and how Funnel is positioning its technology strategy for the future. Key topics and takeaways include:

• Funnel Forum’s origin story and purpose

• How this year’s content evolved

• The centralization challenge for third-party managers

• The growing role of contact centers

• How human and AI collaboration is evolving

• Why deal flow is holding back innovation—and what happens when it returns

• Funnel’s latest moves in AI: Phoenix and Sierra

• And finally, a preview of next year

Other reading mentioned in the pod:

• Dom’s write-up of the event: “The Funnel Forum Frames the AI-Human Handoff”

• The 20for20 white paper: “Centralization for Third-Party Management” researched in collaboration with Funnel

This season of Tech Talk with 20for20 is brought to you by our season sponsors are ⁠⁠⁠⁠Snappt⁠⁠ - Fraud Detection .To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com.

Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to [email protected].
Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.

In this year's 20for20 Annual Survey, we once again asked six leading companies to share a viewpoint about some important aspect of operations and technology. This year, we released a video in which leadership from each company advocates for their viewpoint.

This is a GREAT way to get an explanation of six powerful new insights from companies at the cutting edge of multifamily technology. The viewpoints are:

1. Donald Davidoff, CEO of Real Estate Business Analytics (REBA) presents a new framing of analytics as a lever for control over property performance.

2. Daniel Berlind, CEO of Snappt explains how to think about the increasing complexity of fraud and the layers of capability required to combat it. 

3. Jacob Kosior, VP of client strategy with EliseAI describes some of the growing number of examples of how voice AI improves experiences throughout the customer lifecycle.

4. Matt Baird, CTO of AppFolio considers the trade-off between simplicity and complexity in tech acquisition and why it matters in the AI-enabled world.

5. Hope Dunleavy, Enterprise managing consultant at RealFoundations brings a historical perspective on centralization, urging operators to think rethink the “place” in the changing workplace.

6. Michael Lightfoot, CEO of Domuso showcases real-world results from companies using rewards to influence resident behavior and improve experiences. 

Don’t forget to download your FREE copy of this year’s 20for20 Annual Survey. 

Also mentioned in the episode is “How Data Transforms Multifamily Property Management” the REBA Business Intelligence White Paper.

To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com.

Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to [email protected].
Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.

To wrap up this series on maintenance centralization, we review several of the ideas that came out of the previous eight interviews. The panelists are: Brandon Winter, Director of Operational Strategy at Equity Residential,  Mylisa Rostel, CEO of Anchor NW and David Perez, former head of multifamily at RMR group.

Key topics include:

• How companies are flexing maintenance teams across properties, allowing operators to better allocate resources and deploy specialized expertise when and where it's needed most.
• The role of tech, including centralized "command centers" helping to schedule work orders, manage technician assignments, and track asset-level data.
• Inventory management approaches, including centralized supply and just-in-time ordering.
• The importance of data integrity to optimizing maintenance, as many multifamily operators struggle to capture and track work order details.
• How AI  may improve the maintenance intake process, helping residents self-troubleshoot minor issues, improving work order triage, and setting more accurate repair expectations.
• Career development in maintenance, offering technicians a variety of pathways to develop new skills, specialize, and take on leadership roles.
• How operators see maintenance skills becoming more central to property management, with leasing and administrative tasks increasingly moving offsite.

This season of Tech Talk with 20for20 is brought to you by our season sponsors are ⁠Snappt⁠ - Fraud Detection and Income Verification and Best Egg Flexible Rent.

To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com.

Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to [email protected].

Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License

In this episode, Elik Jaeger, founder and CEO of SuiteSpot, shares how technology is transforming unit turnover and maintenance operations in multifamily. 

Key topics include:

• SuiteSpot's evolution from a construction services company specializing in unit turns before evolving into a purpose-built platform for multifamily operations.
• How unit turns are complex projects happening at scale, requiring coordination across multiple stakeholders, including internal teams and external vendors, to minimize downtime and reduce costs.
• Why the traditional one-to-100 staffing model for maintenance is outdated, as technology enables operators to optimize  workforce.
• What multifamily can learn from single-family, particularly in areas like mobile technician management, vendor partnerships, and self-service options.
• How operators are achieving success by shifting toward a more flexible maintenance model, using technology to decouple staff from properties.
• The increasing role of AI and automation, with solutions like SuiteSpot Engage providing real-time work order tracking for residents and AI-driven intake systems improving diagnostics and reducing unnecessary technician trips.
• SuiteSpot's recent investment from RET Ventures and how it will accelerate innovation.

This season of Tech Talk with 20for20 is brought to you by our season sponsors are ⁠Snappt⁠ - Fraud Detection and Income Verification and Best Egg Flexible Rent.

To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com.

Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to [email protected].

Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.

In this episode, Dom sits down with Jay McKee, founder and CEO of Lessen, to discuss that draws on Jay's extensive background in property management and services. Jay shares insights into the lessons learned from building large-scale maintenance networks and the technology driving the next phase of operational efficiency.

Key topics include:

• The creation of Lessen, driven by a need to streamline maintenance operations, leveraging lessons learned from single-family rental operations to create a more scalable, efficient model.
• How single-family rental operations provide valuable insights for multifamily, particularly managing without onsite staff, relying instead on centralized coordination and AI-driven dispatching.
• How tech enables better decision-making for staffing and vendor allocation, allowing operators to balance in-house technicians with third-party service providers.
• The growth of "work order avoidance" as an important lever for improvement, with AI-driven diagnostics helping to reduce unnecessary service calls by up to 30% for some operators.

This season of Tech Talk with 20for20 is brought to you by our season sponsors are ⁠Snappt⁠ - Fraud Detection and Income Verification and Best Egg Flexible Rent.

To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com.

Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to [email protected].

Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.

S3 E07: Mike Travalini, Co-Founder and CEO of Mezo

In this episode, Dom speaks with Mike Travalini, CEO and co-founder of Mezzo, about how AI-driven maintenance solutions are transforming rental housing operations. Mike shares his journey from real estate investment to founding Mezzo, which was recently acquired by Property Meld (interviewed earlier in this series).

Key topics include:

• How Mike’s experience as an operator led him to focus on maintenance visibility and the problems of dispatch and fulfillment.
• How the Covid-era rise of telehealth inspired the initial concept for Mezzo, using live video calls between residents and technicians before evolving into an AI-driven intake process.
• The improvement that AI-powered diagnostics brings to work order quality, allowing residents to describe maintenance issues more accurately.
• The importance of structured data for maintenance optimization, with Mezzo using AI to capture asset-level details, track work order resolutions, and improve visibility.
• The cultural differences in the adoption of AI between residents and technicians.
• The Property Meld acquisition, which will integrate Mezzo’s AI-driven intake into a full-service maintenance platform.

This season of Tech Talk with 20for20 is brought to you by our season sponsors are ⁠Snappt⁠ - Fraud Detection and Income Verification and Best Egg Flexible Rent.

To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com.

Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to [email protected].

Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.

In this episode, Dom speaks with Daniel Cunningham, CEO ofLeonardo247, about the evolving role of AI in maintenance and the realities of centralization. Daniel shares his experiences from both the operator and technology side, offering insights into how automation and data-driven decision-making are reshaping the industry.

Key topics include:

• Daniel’s experience as an asset manager led to the creation of Leonardo247, a task-based compliance platform designed to guide on-site teams and ensure consistent execution of policies and procedures.
• AI-driven work order triage is already proving its value, with solutions like Connect 24-7 reducing work order volume by offloading troubleshooting and administrative tasks from maintenance teams.
• How large language models (LLMs) are making it possible to extract insights from previously unstructured information in work orders, inspections, and technician notes.
• Why fully centralized maintenance is impractical for most multifamily operators, as geographic challenges and logistical inefficiencies outweigh the potential benefits.
• What a hybrid approach to centralization may look like, with specific skill sets like HVAC or electrical work being shared across properties.
• The shift toward staffless properties is gaining traction, with advancements in self-service leasing, AI-powered maintenance triage, and centralized property management reducing the need for on-site administrative roles.

This season of Tech Talk with 20for20 is brought to you by our season sponsors are⁠Snappt⁠ - Fraud Detection and Income Verification andBest Egg Flexible Rent.

To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at20for20.com.

Connect with Dom Beveridge (Principal, 20for20) viaLinkedIn, or email to[email protected].

Our theme, “Beautiful Geometry” byPhish Funk is licensed under aAttribution-NonCommercial 3.0 International License.