A More Perfect Union: Strategies for Creating a Better Integrated Proptech Stack & Ecosystem
This session brought together a dynamic panel of voices from across the multifamily and supplier spectrum, including Remen Okoruwa, Christie Bennett, Pratik Dhebri, Kyle Nelson, Daniel Paulino, and Hans Pedersen. Together, they explored how to elevate the relationships between owner-operators and service providers—from merely functional to fully collaborative. The conversation focused on transparency, long-term alignment, and redefining what partnership means in today’s multifamily landscape.
The panel opened by acknowledging the sometimes unspoken friction between operators and vendors. Both sides want to create value, but outdated dynamics, lack of communication, and misaligned incentives often get in the way. The speakers stressed that the most successful relationships are now grounded in mutual respect, operational alignment, and shared accountability—not just contract terms or pricing.
A central idea throughout the session was that vendors should be treated as strategic partners, not interchangeable service providers. When a supplier interfaces with residents, leasing staff, or maintenance teams, they’re representing the brand experience. Operators were encouraged to rethink how they onboard and support vendors, and to consider how much trust and cultural fit influence successful partnerships.
The conversation also covered how to set up these partnerships for success from the outset. Panelists advocated for clear expectations, mutual onboarding processes, and collaborative goal-setting. Just as properties train new hires on company values and SOPs, vendors should be briefed on the same cultural standards—especially if their work impacts resident experience or brand reputation.
Several panelists shared that the biggest breakdowns happen after kickoff—when the momentum from a signed contract fades into fragmented communication or siloed workflows. To prevent this, the group recommended creating regular rhythms for check-ins, reporting, and course correction. Whether monthly syncs or shared dashboards, structure helps reinforce accountability on both sides.
A notable insight emerged around incentive structures. Operators were urged to evaluate whether their internal KPIs (e.g., procurement bonuses tied to lowest cost) unintentionally penalize quality vendors or long-term investments. Similarly, vendors need to be transparent about their margins and constraints so that expectations remain grounded. Alignment, the panelists argued, often comes down to whether both sides are rewarded for the same outcomes.
The discussion also highlighted the role of empathy in partnership. Behind every vendor is a team juggling multiple clients, projects, and pressures—and behind every operator is a staff working to maintain occupancy and operations at scale. Understanding these realities, and communicating with compassion, was framed as a competitive advantage. Strong partnerships come from human connection, not just contract language.
Examples of high-functioning partnerships were shared throughout. In one case, an operator and supplier co-developed a new workflow that reduced site staff burden while improving reporting accuracy. In another, a tech provider and property team aligned so well that they jointly pitched new solutions to senior leadership. These stories illustrated how partnership, when done right, can fuel innovation—not just fulfillment.
The panel closed with a message that resonated deeply: the future of multifamily depends on breaking down the “us vs. them” mindset. Vendors aren’t outsiders—they’re part of the ecosystem. And operators aren’t gatekeepers—they’re collaborators in delivering resident value. By resetting the rules of engagement, both sides can create more resilient, efficient, and human-centered operations.
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