Working Smarter for Our Clients

The Strategic Account Management (SAM) program provides a structured approach to serving Transwestern’s high-value clients. It encompasses all elements of our platform, including business intelligence, customized research, technology, and targeted service offerings. Steve Pumper directs the initiative and is supported by Research Director Matt Dolly and Business Analyst Sergio Alcantar. The group collaborates to create tools and insight for all SAM clients, as well as responds to specialized, timely requests.

What is the function and ultimate objective of SAM?

Sergio: SAM is a comprehensive assessment of our preferred clients’ real estate holdings throughout the United States with a primary focus on office, industrial, healthcare and multifamily properties, and a planned expansion into the retail and hospitality sectors. The goal is to help maximize our clients’ asset values and drive profit. By doing so, we build loyalty and foster innovation across our service offerings. Based on feedback from city leaders and other local partners, the list of SAM clients is continually reassessed on both a regional and national level to ensure we are meeting the needs of our clients and capitalizing on future growth opportunities.

Matt: Another objective of the SAM program is to be inclusive with the information uncovered and the analyses performed. For example, we recently began distributing a weekly newswire, updating SAM relationship and account managers on client activities, such as new investments, new hires/promotions, mergers and acquisitions and market insights. As understanding about the SAM efforts has grown, the number of team members receiving the weekly email distribution has more than doubled. This is important because it means more of us at Transwestern understand the challenges and successes our top clients are experiencing.

How have these efforts paid off?

Sergio: Since the inception of the program in 2018, we’ve expanded beyond the initial set of target clients. For example, recent wins with Pacific Oak and Manulife have resulted in the addition of 2 million square feet and 1.3 million square feet, respectively, to Transwestern’s managed portfolio. This growth is a result of a combination of teams in the field utilizing SAM resources to help leverage relationships into new business.

What are some of the common themes and challenges expressed by our top clients?

Matt: Our clients have raised historical levels of capital to be placed domestically for various risk/return requirements. This includes both acquisition and development of the current preferred property types – industrial, multifamily and healthcare. At the same time, many are reassessing their office investment strategies. In this ever-shrinking, extremely competitive global environment, we provide guidance not only on which asset types are attractive for investment, but also on where geographically to allocate capital.

Where are your efforts currently concentrated, and how will this ultimately help all of TW’s client-facing teams?

Matt: While we deliver research that recaps market conditions, we strive to supply real-time, on-the-ground information that prepares them to be at the forefront of market trends impacting their portfolios. For example, many companies are encouraging workers to return to the office, yet the types of amenities occupants desire have shifted. How might this impact a property owner’s capital expenditures going forward?

Sergio: In addition to our external clients, we view Transwestern’s Capital Markets and Asset Services team members as important internal clients with whom we share accessibility to customized dashboards. By providing access to the firm’s current business activities and overlaying that with timely market analytics, we help SAM clients capitalize on opportunities and share that knowledge and experience across our markets and service lines.