TAPP Automates Customer Interaction using KUZEN for Enhanced Engagement and Lifetime Value

In today's competitive real estate market, effective customer communication is key. TAPP, a company dedicated to facilitating asset formation through investment properties, has recently partnered with KUZEN, a dialogue design platform, to automate and enhance customer interactions via Salesforce. This innovative integration allows TAPP to engage clients more effectively, improving customer lifetime value (LTV) in the process.

UnderstandingTAPP's Vision

Founded in Tokyo, TAPP operates under the philosophy of being a “Turn A Profit Partner.” They aim to maintain a lifelong partnership with clients by supporting them even after property sales. With the rising cost of living and concerns about financial security in retirement, there is a growing interest in asset formation. However, psychological barriers often discourage individuals from investing in real estate, as many perceive the processes involved as complex and daunting.

To address these apprehensions, TAPP decided to develop a communication infrastructure utilizing LINE, a platform familiar to users, making it easier for owners to seek assistance anytime they needed. A significant aspect of this approach was the need for advanced integration capabilities with Salesforce, leading to the adoption of KUZEN as an essential extension tool.

Challenges in Customer Engagement

Prior to the KUZEN installation, TAPP faced challenges with customer engagement efforts. Emails announcing events and important updates saw low open rates, ultimately leading to a cumbersome dual process where sales representatives needed to follow up with calls to ensure clients received the information. Additionally, their previous communication tool, LINE WORKS, placed reliance on individual users, complicating transitions between representatives. This inconsistency made it difficult to maintain the established rapport between clients and staff.

To foster smoother communication with clients and resolve the aforementioned issues, TAPP's first step was to introduce a LINE official account. It was crucial to find a platform that could seamlessly integrate with Salesforce to ensure consistent, quality communication across the board, which is where KUZEN came into play.

Results from KUZEN Implementation

The implementation of KUZEN has yielded impressive results for TAPP, which can be outlined in two primary achievements:
1. Increased Engagement Without Advertising Costs: TAPP successfully harnessed Salesforce data to conduct targeted segment distributions focusing on individuals interested in participating in their community activities. By maintaining appropriate communication distances and comprehending client needs, they successfully nurtured trust, leading to referrals and upsells— all without incurring any advertising expenses.
2. Automation of Client Queries and Administrative Tasks: By integrating Salesforce with LINE, TAPP enabled clients to manage administrative tasks, like address changes, directly through LINE’s rich menu, greatly reducing the time and resources spent on such processes. The real-time data updates eliminate the need for manual inputs from both clients and internal teams, while allowing speedy access to client information, enhancing the accuracy and efficiency of responses during inquiries.

Future Goals for TAPP

As TAPP looks to the future, they aim to eliminate personalized communication discrepancies by unifying all interactions through their LINE official account. This strategic move will not only ensure consistency across the organization but also reinforce their management systems. They intend to further leverage Salesforce data for detailed segment distributions, optimizing the delivery of information tailored to each client’s preferences.

Conclusion

TAPP's integration of KUZEN represents a significant step toward enhancing customer relationships through technology. By creating a reliable communication channel and employing efficient systems, TAPP aims to be a trusted partner in their clients' financial journeys. The company is committed to blending technology with human interactions, ensuring they remain an integral part of their clients' investment experiences.

For more information about TAPP and their offerings, visit TAPP and to learn more about KUZEN, check out KUZEN.