Ascend Co., Ltd. Releases Operational Insights on "RecACE plus" for Customer Harassment and Call Handling Risk Management in Real Estate Management
Ascend Co., Ltd. has released a case study of Town Management Service Co., Ltd., a real estate management company, implementing the call recording service "RecACE plus" as a countermeasure against customer harassment. This has led to the prevention of telephone support issues and improved operational efficiency.
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- 📰 Published: May 8, 2026 at 01:00
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Ascend Co., Ltd. (Headquarters: Shinjuku-ku, Tokyo; Representative Director: Hiroshi Sato) has released a case study of Town Management Service Co., Ltd. (Headquarters: Chuo-ku, Tokyo; Representative Director: Yoshito Yamada), a real estate management company, on their operational example of call handling risk management.
Town Management Service Co., Ltd. faced challenges such as "he said, she said" disputes during phone interactions with residents and owners, preparedness for customer harassment, and securing evidence in emergencies.
Against this backdrop, they introduced and began operating the call recording service "RecACE plus." They have established a system that combines full call recording with recording guidance, without changing existing telephone numbers or lines.
Background
Town Management Service Co., Ltd. faced challenges in preparing for disputes arising from misunderstandings during phone interactions with residents and owners, as well as for complaints and customer harassment.
Without a system for recording and preserving evidence, confirming and responding to issues when they occurred took time, raising concerns about employee burden and impact on core operations. Given this background, there was a need to establish a system for evidence preservation in case of emergencies.
Initiatives
They proceeded with a review of their telephone operations, based on the premise of full call recording. Key considerations for selection included the ability to introduce the service without changing existing telephone numbers or business phone environments, the availability of necessary functions, and the provision of operational support.
"RecACE plus" is a service that supports fixed-line call recording and AI-powered transcription and summarization. It can be introduced without changing current telephone numbers or lines, and recorded data can be managed in the cloud.
Currently, Town Management Service Co., Ltd. implements full call recording combined with automatic recording guidance. They also share information with their existing customer management system to notify and manage call data.
Changes After Introduction
After the introduction, the establishment of a system to record call content increased their sense of security in preparation for emergencies. The combination with recording guidance has also shown effects in deterring complaints and excessive remarks.
Furthermore, the ability to visualize the number of calls and call origination/termination status has led to the utilization of the system for understanding call handling situations and business analysis.
Future Outlook
Town Management Service Co., Ltd. looks forward to future enhancements such as a dashboard function to easily grasp call trends by day of the week, time slot, and line, efficiency improvements in analysis operations, granular access control, and support for mobile call recording.
Ascend Co., Ltd. will continue to support the advancement of on-site telephone operations by providing mechanisms that assist in evidence preservation, business visualization, and employee protection in call handling.
Details of This Implementation Achievement
Further details of this matter can be found on the "RecACE plus" service website's case study page:
https://lp.rec-ace.com/case/town-ks.html
About "RecACE plus"
RecACE plus is a cloud service that performs fixed-line call recording and AI-powered transcription and summarization. It automatically converts call content into text, summarizes it, and supports the preservation of call records and visualization of telephone operations through push notifications, email notifications, cloud storage of recorded data, and access from PCs and smartphones. A key feature is its ability to be introduced by connecting to existing telephone equipment without changing current telephone numbers or lines.
Service Website: https://lp.rec-ace.com/
About the Business Entity
Ascend Co., Ltd.
Location: Meibo Building 5F, 1-21-1 Nishi-Shinjuku, Shinjuku-ku, Tokyo
Representative: Hiroshi Sato, Representative Director
Business Activities: Development of AI systems related to voice and telephony and provision of telephone DX solutions, in-house development and provision of CTI/CRM/SFA, call center construction support, election situation survey business
Company HP: https://www.ascend-corp.co.jp/
Client Information
Company Name: Town Management Service Co., Ltd.
Representative: Yoshito Yamada, Representative Director
Location: Fujiwa Horidomecho Building 3F/4F, 2-1-1 Nihonbashi Horidomecho, Chuo-ku, Tokyo
Business Activities: Sublease and management/operation of apartments and condominiums, management/operation of stores, offices, and parking lots, maintenance/inspection/repair work for rental buildings, renovation/renewal work for rental buildings, acquisition and resale of residential, commercial, and investment properties
Company HP: https://www.town-ks.co.jp/
Contact for This Matter
For inquiries regarding this matter, please use the following:
https://www.ascend-corp.co.jp/contact/
Town Management Service Co., Ltd. faced challenges such as "he said, she said" disputes during phone interactions with residents and owners, preparedness for customer harassment, and securing evidence in emergencies.
Against this backdrop, they introduced and began operating the call recording service "RecACE plus." They have established a system that combines full call recording with recording guidance, without changing existing telephone numbers or lines.
Background
Town Management Service Co., Ltd. faced challenges in preparing for disputes arising from misunderstandings during phone interactions with residents and owners, as well as for complaints and customer harassment.
Without a system for recording and preserving evidence, confirming and responding to issues when they occurred took time, raising concerns about employee burden and impact on core operations. Given this background, there was a need to establish a system for evidence preservation in case of emergencies.
Initiatives
They proceeded with a review of their telephone operations, based on the premise of full call recording. Key considerations for selection included the ability to introduce the service without changing existing telephone numbers or business phone environments, the availability of necessary functions, and the provision of operational support.
"RecACE plus" is a service that supports fixed-line call recording and AI-powered transcription and summarization. It can be introduced without changing current telephone numbers or lines, and recorded data can be managed in the cloud.
Currently, Town Management Service Co., Ltd. implements full call recording combined with automatic recording guidance. They also share information with their existing customer management system to notify and manage call data.
Changes After Introduction
After the introduction, the establishment of a system to record call content increased their sense of security in preparation for emergencies. The combination with recording guidance has also shown effects in deterring complaints and excessive remarks.
Furthermore, the ability to visualize the number of calls and call origination/termination status has led to the utilization of the system for understanding call handling situations and business analysis.
Future Outlook
Town Management Service Co., Ltd. looks forward to future enhancements such as a dashboard function to easily grasp call trends by day of the week, time slot, and line, efficiency improvements in analysis operations, granular access control, and support for mobile call recording.
Ascend Co., Ltd. will continue to support the advancement of on-site telephone operations by providing mechanisms that assist in evidence preservation, business visualization, and employee protection in call handling.
Details of This Implementation Achievement
Further details of this matter can be found on the "RecACE plus" service website's case study page:
https://lp.rec-ace.com/case/town-ks.html
About "RecACE plus"
RecACE plus is a cloud service that performs fixed-line call recording and AI-powered transcription and summarization. It automatically converts call content into text, summarizes it, and supports the preservation of call records and visualization of telephone operations through push notifications, email notifications, cloud storage of recorded data, and access from PCs and smartphones. A key feature is its ability to be introduced by connecting to existing telephone equipment without changing current telephone numbers or lines.
Service Website: https://lp.rec-ace.com/
About the Business Entity
Ascend Co., Ltd.
Location: Meibo Building 5F, 1-21-1 Nishi-Shinjuku, Shinjuku-ku, Tokyo
Representative: Hiroshi Sato, Representative Director
Business Activities: Development of AI systems related to voice and telephony and provision of telephone DX solutions, in-house development and provision of CTI/CRM/SFA, call center construction support, election situation survey business
Company HP: https://www.ascend-corp.co.jp/
Client Information
Company Name: Town Management Service Co., Ltd.
Representative: Yoshito Yamada, Representative Director
Location: Fujiwa Horidomecho Building 3F/4F, 2-1-1 Nihonbashi Horidomecho, Chuo-ku, Tokyo
Business Activities: Sublease and management/operation of apartments and condominiums, management/operation of stores, offices, and parking lots, maintenance/inspection/repair work for rental buildings, renovation/renewal work for rental buildings, acquisition and resale of residential, commercial, and investment properties
Company HP: https://www.town-ks.co.jp/
Contact for This Matter
For inquiries regarding this matter, please use the following:
https://www.ascend-corp.co.jp/contact/