Teikoku Real Estate Introduces Robot Call Center to Improve Resident Guidance Quality

Teikoku Real Estate Co., Ltd. (Headquarters: Chuo-ku, Tokyo; President and Representative Director: Hiroki Kimoto; hereinafter "Teikoku Real Estate") has introduced a robot call center provided by Green Ship Co., Ltd. in its Property Management Division, which handles rental management and leasing operations. The purpose is to improve the quality of guidance for residents and increase the efficiency of rental management operations. A trial operation began at the Ginza branch in June 2026.

In recent years, the rental housing market has seen an increase in guidance tasks related to renewal procedures and payments, driven by rent revisions during renewals and an increase in the number of managed units. These procedures are often overlooked by residents in their daily lives and can be postponed.

The newly introduced robot call center delivers necessary information at appropriate times through automated voice calls and SMS messages. This aims to reduce residents' forgotten procedures and miscommunications, while also allowing staff to dedicate more time to tasks requiring more careful handling, such as individual consultations and status confirmations.

■ Background

At Teikoku Real Estate, the increase in the number of managed units has led to a rise in guidance tasks for renewals and administrative procedures.

The proportion of renewals involving rent revisions has expanded from approximately 20% of the total in 2022 to about 67% in 2026. Opportunities to contact residents, such as collecting renewal agreements and providing renewal fee guidance, have also increased. While promoting the digitization of contracts, the importance of careful follow-up tailored to each resident, such as confirming document returns and providing payment guidance, is also growing.

In this context, routine telephone contact tasks had become a significant burden on staff, prompting the company to promote the automation of standard guidance. The company is building a system to contact residents more quickly and reliably.

■ Details

The robot call center is a service that provides automated voice calls by uploading a list of recipients for renewal procedures or payment guidance. If a call is not answered, an SMS is automatically sent to deliver the necessary information. If a resident calls back, the system handles the call with an automated voice and transfers it to a staff member if necessary. Furthermore, it records histories such as call dates and response statuses, which helps prevent missed guidance and assists in subsequent follow-ups.

■ Features of the Robot Call Center

Provide guidance at the right time to prevent forgotten procedures
Procedures related to returning renewal documents or making payments can be overlooked in the midst of busy schedules. By utilizing automated voice guidance and SMS to provide continuous reminders at necessary times, the system prevents residents from forgetting procedures or experiencing miscommunications.

Automate routine contact tasks to increase time for individual responses
By automating phone guidance and callback responses, staff can spend more time on tasks that require human interaction, such as individual consultations and status confirmations.

Estimated annual labor cost reduction of approximately 2.81 million yen
Teikoku Real Estate estimates that it incurs over 1,100 hours of labor annually for phone responses related to renewal procedures and payment guidance. The introduction of the robot call center is expected to achieve a labor cost reduction effect equivalent to approximately 2.81 million yen per year.

■ Started from a Proposal by On-site Staff

This initiative began with a proposal raised during a meeting with on-site managers within the Property Management Division.

Mr. Koyama, Deputy General Manager of the Tokyo Rental Management Department, commented as follows:

"Guidance on returning renewal documents or making payments can sometimes be overlooked in the midst of busy schedules. If guidance is delayed, residents may say 'I didn't notice' or 'I was planning to handle it,' so we believe it is important to provide continuous guidance as early as possible. By automating standard guidance, our staff can dedicate more time to tasks that require human response, such as individual consultations and status confirmations. Ultimately, we aim to improve the quality of service for our residents."

■ Future Plans

The company will first conduct a trial operation at the Ginza branch to verify the operational flow and cost-effectiveness.

Going forward, while considering expanding the scope of application to other renewal-related tasks and rolling it out across the entire Property Management Division, the company aims to establish a rental management system that is easy for residents to understand.

■ About Teikoku Real Estate Co., Ltd.

Changed its name from Architect Developer Co., Ltd. in May 2026. Teikoku Real Estate, guided by its corporate philosophy of "Beautiful living, starting from your home," is characterized by its integrated in-house system for the development and management of rental apartment complexes. Driven by data-driven management, the specialized knowledge of its finance professionals, and the passion of its employees, the company provides value that represents the "best answer" for owners, investors, and residents. Looking ahead, the company aims to co-create the future of local communities as a partner for living and assets, looking 50 to 100 years into the future.