How Daiei Sangyo Achieved a 67% Reduction in Mailing Operations

Introduction

Daiei Sangyo Co., Ltd., with its 57-year legacy, has embraced digital transformation (DX) to enhance customer communication, leading to an impressive 67% reduction in mailing operations. Based in the Kyushu-Yamaguchi region, the firm has implemented the smart home service "SpaceCorePro" offered by Accel Lab. This article delves into how Daiei Sangyo tackled traditional communication challenges and has been able to achieve operational efficiency while enhancing customer experience.

Communication Challenges in Traditional Customer Engagement

For over five decades, Daiei Sangyo has prioritized trust and relationships with its customers, but has historically relied on analog methods for communication, such as postal mail and bulletin boards. This limited direct interactions with customers and confined information flow mostly to one-way notices.

In the new construction and condominium sales segment, the process from contract signing to handover could take nearly a year. Throughout this extended timeframe, communication was predominantly through mailed documents and uniform email updates, making timely and personalized follow-ups challenging for each individual customer.

Katsumi Sueoka, who leads the Customer Service Promotion Department at Daiei Sangyo, reflects on the situation: "Our role was to support customers from contract signing to handover alongside the sales team. However, we often found ourselves providing one-sided notice without the ability to address customer concerns in real-time. An invisible wall existed between us and the customers."

This challenge became even more pronounced during the Kumamoto earthquake of 2016. Customers residing on higher floors of affected buildings expressed their frustrations about the difficulty of accessing information posted on the first-floor notice board. They questioned the lack of a way to receive timely updates at their fingertips, highlighting the vulnerability of communication methods even in emergencies. This not only marked an issue for Daiei Sangyo but reflected a broader challenge in property management.

The Key to Success: Future Potential

Determined to break down barriers with customers and foster two-way communication, Daiei Sangyo explored potential communication tools across departments and discovered "SpaceCorePro" from Accel Lab.

What stood out to Daiei Sangyo amid numerous options was the future potential of the platform, which was not just a mere notification tool. Sueoka explains, "While many services focus on isolated functionalities, SpaceCorePro integrated resident applications with smart home controls. Our initial goal was to move away from analog practices, but the ongoing connection with customers through smart home features gave us the long-term relationship we aspired to maintain. This adaptability represented significant promise."

This insight became pivotal in adopting the solution, as it wasn't merely about resolving immediate challenges but investing with a vision for future customer experiences.

Notable Results from the Long-term Use of SpaceCorePro

Utilizing SpaceCorePro has brought about multifaceted and sustained positive effects on Daiei Sangyo's operations.

1. Revolutionizing Operational Processes: With mailing operations cut down by 67%, the company transitioned from handling 1,500 mailings annually to stabilizing around 500. This reduction signifies more than cost savings; employees previously dedicated to manual document processing now focus on providing personalized follow-ups and developing new value-added projects.

2. Enhancing Customer Experience: The platform's chat function has drastically transformed customer interactions. Customers appreciated the convenience of instantly messaging inquiries without worrying about limited phone availability. This shift improved the collection rate of important documents and expedited initial responses, allowing for seamless communication, which transitioned from merely responding to inquiries to ongoing dialogues. Current customer feedback highlights the convenience of being able to reach out at any time.

3. Central Management of Customer Information: SpaceCorePro enables team members to have a comprehensive view of all customer interactions. This visibility eliminated inefficiencies caused by miscommunications between departments and duplicate messages, ensuring that relationships are well-coordinated. Information is now a collective company asset rather than limited to specific individuals' knowledge.

Higher Property Value from Smart Home Integration

As part of a notable initiative to supply 10,000 units, Daiei Sangyo has incorporated the smart home capabilities of SpaceCorePro into the "The Sunpark Kokura Station Tower Residence," a landmark that will serve as a model for future residential offerings.

This large-scale apartment building is located just a four-minute walk from JR Kokura Station and incorporates cutting-edge features including face recognition security systems and IoT installations. As construction wraps up with occupancy expected to begin in September 2025, more than 90% of units have pre-sold, attributed to the appeal of smart home features, enhancing property stature amongst tech-savvy buyers.

Progressing Forward with Technology

Though the relationship management feature of SpaceCorePro is not confined to condominiums, the excellence in support and responsiveness from Accel Lab has earned invaluable recognition from Daiei Sangyo. Going forward, both companies are committed to refining service delivery and optimizing customer experience.

Sueoka expresses optimism for the future: "Our goal is to realize a thriving community and fulfilling living experiences. Despite challenges from interest rate hikes and rising construction costs, embracing change and innovation is key to growth. Leveraging technologies like SpaceCorePro to address diverse customer needs is our mission. This initiative is a significant step in that direction."

Daiei Sangyo intends to continue exploring real estate technologies and services, aiming to remain the preferred choice among all customers.

About SpaceCorePro

SpaceCorePro is an IoT platform designed for multi-unit dwellings, combining smart home functions, management tools, and relationship management features. Residents can control appliances through an app, while property managers gain insights into security and operational efficiency. Enhanced communication is facilitated via chat and notifications, optimizing daily management tasks and contributing to revenue growth alongside reducing operational costs.

About Accel Lab

Founded in July 2017, Accel Lab is based in Tokyo and specializes in planning, developing, and offering IoT services like "SpaceCore." The company's technological innovations are instrumental in advancing real estate management.

About Daiei Sangyo

Established in November 1968, Daiei Sangyo has significantly shaped the real estate landscape in Japan. The company focuses on new condominium developments, housing design, and improving urban living through innovative offerings while strengthening customer trust and engagement.