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Improving Tenant Engagement with KUZEN and LINE

Teikoku Real Estate Co., Ltd., based in Chuo City, Tokyo, has recently made significant strides in enhancing tenant engagement through the introduction of "KUZEN," a sophisticated customer engagement platform. This implementation, alongside the widely-used messaging app LINE, aims to revolutionize the way tenants interact with property management services. With this innovative system, the company is boosting service utilization rates by approximately 3.5 times and simultaneously achieving a monthly reduction of around 125 hours in administrative tasks.

Background of Implementation

Japan's rental housing market is currently facing challenges due to a declining population amidst a continuous supply of new builds, leading to increased vacancy rates. As competition intensifies, property management companies are seeking ways to remain attractive to potential tenants. Teikoku Real Estate manages a substantial portfolio comprising 51,140 rental units as of June 2025 and is committed to shaping a living environment conducive to long-term tenant well-being.

To align with this vision, Teikoku Real Estate launched the "LiVLi CLUB," a tenant membership service offering various benefits, event notifications, and essential support related to their living situations. Recognizing the need to improve communication channels, the company shifted from email to LINE, resulting in a remarkable opening rate of over 60%.

In order to further enhance the tenant experience (CX), they decided to integrate the KUZEN platform, enabling seamless personalized communication and access to necessary services without the need for logging into multiple platforms.

Achievements of the Integration

1. Seamless Access Leads to Increased Service Utilization
By implementing a Single Sign-On (SSO) integration via a LINE mini-app, access to the "LiVLi CLUB" and its benefits has become remarkably easier. Previously, tenants had to log in separately to access different services, but now they can transition directly to the benefits page through LINE, leading to a monthly access rate exceeding 100,000 visits and a utilization increase of approximately 3.5 times compared to the previous month.

2. Personalized Information Delivery Boosts FAQ Engagement
KUZEN's introduction has allowed for the creation of over 50 segments, enabling tailored communication based on each tenant’s specific contract status and property information. Now, tenants receive relevant information at critical times, such as fire insurance procedures and trash disposal rules. Consequently, the page views for the FAQ section skyrocketed from about 9,000 in January to approximately 56,000 by March, creating a scaffold for tenants to resolve their queries effectively with minimal assistance.

3. Enhanced Open Rates through Targeted Messaging
The precision of segmented messaging improved dramatically, with open rates climbing from 54% to around 70%. This targeted approach ensures tenants receive only relevant information, fostering a stronger relationship and reducing the likelihood of them opting out. The block rate for LINE users among tenants remains impressively low at 0.1%.

4. Automation Leads to Significant Time Savings
By transitioning to LINE's step delivery system for sending individual emails regarding pre-tenancy procedures, the administration has automated what once took approximately five minutes per email. This shift has culminated in a reduction of about 125 hours of labor monthly, alleviating the workload for staff. Automated reminders further contribute to decreasing task burdens all around.

Future Outlook

According to Kan, Senior Officer of Rental Planning at Teikoku Real Estate's Property Management Division, the future holds an array of enhancements leveraging KUZEN's capabilities. Their goal is to make the LiVLi CLUB LINE account the primary resource for tenants seeking information or needing assistance. The aim is to create an all-in-one solution where tenants can achieve everything through LINE, ultimately leading to heightened satisfaction. Plans are in place for unique services and campaigns with partner companies to offer even more personalized information based on accumulated data.

Conclusion

The synergy between KUZEN and LINE marks a pivotal advancement in tenant engagement strategies for Teikoku Real Estate, promoting a smoother user experience and operational efficiency in reaching tenants' needs. As the landscape evolves, staying attuned to tenant preferences will be crucial in providing unparalleled service.

• - Find out more about the KUZEN implementation case at Teikoku Real Estate here.
• - Visit the LiVLi CLUB website for more details.
• - Learn about KUZEN’s services.