#Japan #Kyoto #Communication Platform #Kaikura #Erith Management

Transforming Customer Communication with Kaikura

In December 2020, Erith Building Management, a leading property management company in Kyoto, implemented the Kaikura AI communication platform developed and sold by Shinca. This significant step was taken to enhance their customer service efficiency in dealing with approximately 300 daily inquiries, all managed by just six or seven staff members. The introduction of Kaikura has addressed common issues faced by staff, such as miscommunication and slow information sharing, ultimately improving the quality of service provided to tenants.

The Need for Improvement

Before adopting Kaikura, Erith Building Management faced challenges in accurately capturing customer requests over the phone. Information like property names and apartment numbers was often misunderstood or poorly relayed. In urgent situations, such as leaks or fires, the need for swift and accurate responses was crucial, yet the existing communication methods were often inadequate.

Key Changes After Kaikura's Implementation

Since Kaikura's integration, the management has seen a remarkable transformation:

Point 1: Instant Access to Customer Information

When a call comes in, immediate access to the tenant's name, property details, and room number pops up. This feature ensures that staff can efficiently direct calls to the appropriate colleague, reducing information errors and streamlining the process.

Point 2: Support for New Employees

Newer employees can now handle calls with confidence, thanks to the visible information displayed on the screen. This feature mitigates concerns over miscommunication, allowing even less experienced staff to respond effectively, which leads to quicker adaptation and service proficiency.

Point 3: Increased Response Rates with SMS

For urgent matters, Kaikura has improved the follow-up process through SMS communication. The management sends about 800 SMS messages monthly, establishing a rapid communication line with tenants and enhancing response times significantly.

Commitment to Leveraging Technology

Erith Building Management acknowledges the ongoing challenges posed by workforce shortages in the property management sector. Their approach involves improving operational environments by adopting technologies like Kaikura to boost both service quality and employee working conditions in future endeavors.

Insights from Management

According to Mr. Fujiwara, Head of the First Management Division at Erith, the goal is to ensure that all employees can deliver consistent and reassuring service regardless of who answers the call. By accumulating and sharing response histories along with real-time customer information, they have achieved a cohesive understanding across the organization. This system has become a significant asset in maintaining high-quality service, even with limited manpower.

About Erith Building Management

Founded in Kyoto, Erith Building Management specializes in managing rental properties, offering comprehensive planning and cleaning services. It continues to thrive by leveraging cutting-edge technologies to enhance its service quality. For more information, visit their website at Elitz Management.

Kaikura Overview

Kaikura is a cloud-based AI communication integration platform that encompasses various customer communication methods, including phone calls, emails, SMS, and more. Launched in August 2014, it boasts a remarkable customer retention rate of 99.7%, demonstrating its effectiveness across over 3,200 companies and 6,400 locations. The platform champions the digital transformation of customer communications and supports sustainable business growth. For details, visit Kaikura Service.

About Shinca

Shinca, based in Tokyo, aims to make communication engaging through innovative IT solutions. Established in January 2014, the company continues to grow and develop impactful communication platforms. Learn more at Shinca Corporate.