TAPP Revolutionizes Seminar Customer Experience with AI Agent "Agentforce," Achieving 90.3% Inquiry Resolution Rate and Other Results

Salesforce Japan Co., Ltd. (Chairman and President: Shinichi Koide, hereinafter Salesforce) announced today that TAPP Co., Ltd. (Headquarters: Minato-ku, Tokyo, President: Manabu Yamaji, hereinafter TAPP) has adopted "Agentforce," provided by Salesforce, to improve the quality of customer experience, streamline customer support, and follow-up. The AI agent platform has contributed to enhancing the customer experience for asset management seminars, achieving results such as an inquiry resolution rate of approximately 90.3%. By utilizing Agentforce, TAPP has successfully generated tangible business results and, as a result, provided customers with the best possible purchasing experience.

Background and Challenges TAPP, which handles sales and consulting for investment real estate, operates "Capital Hack" (*), a seminar that provides easy-to-understand guidance on asset building, including stocks, insurance, and real estate, for investment beginners. This service surpassed 150,000 cumulative applications last year and is expanding with TV commercials. Since its establishment in 2016, the company has disrupted industry stereotypes, established a business model that maximizes the power of technology and marketing, and provides transparent asset management services utilizing technology. The organization has grown significantly, increasing 30-fold in approximately nine years since its founding.

On the other hand, while the company has deployed efficient sales activities by thoroughly implementing a seminar-based marketing model, "The Model," and adopting a division of labor system between inside sales and field sales, the rapid growth of the company has led to a proportional increase in lead acquisition and customer support. Maintaining and improving the quality of seminar participant retention and customer experience became a challenge.

In this context, the company reaffirmed that the important thing is not to process procedures but to provide an excellent customer experience. They focused on improving customer experience as the goal for AI utilization and thoroughly pursued its realization. To achieve faster and higher-quality customer support and follow-up through the collaboration of people and AI agents, they decided to introduce Agentforce. Key factors in adopting Agentforce included its ability to handle communications (such as schedule changes and cancellations) based on Salesforce, its integration with existing systems and data, and its strength as a flexible and governance-equipped platform.

*Click here for the Capital Hack brand site: https://capitalhack.jp/

Results

With the introduction of Agentforce, TAPP has already generated the following business results:

Reduction of approximately 100 inquiries per month: While the number of prospective customers increased by 41% annually, the proportionally increasing inquiries are now handled initially by AI agents. This has reduced the inquiry rate for prospective customers by approximately 2.7% annually, cutting about 100 inquiries per month, enabling support with fewer personnel.

Achieved an inquiry resolution rate of approximately 90.3%: Agentforce's handling of inquiries regarding seminar schedule changes, cancellations, and other benefits from prospective customers achieved a resolution rate of 2522 out of 2794 cases (approximately 90.3%).

Secured 60 visitors per month: Approximately one year after Agentforce's introduction, by having AI agents respond to customer requests for seminar schedule changes, TAPP secured 60 visitors per month, representing approximately 3% of total visitors.

Moving forward, TAPP aims for further utilization of TAPP Marketing 2.0 and Agentforce. Specifically, they plan to review their CRM architecture itself, build an AI-driven marketing foundation, and maximize the use of Agentforce at the forefront of customer touchpoints.

Customer's Perspective

Manabu Yamaji, President and CEO of TAPP Co., Ltd., stated: "Since our founding, we have aimed to contribute to the richness of our customers' lives as a partner in generating profits through real estate investment. The introduction of Agentforce is a significant step in realizing this vision. By having AI agents autonomously support our customers, we are confident that we can provide 'the optimal choice for each individual's life' with greater speed than ever before."

Salesforce's Perspective

Akiko Nishida, Managing Executive Officer, Commercial Sales Division, Growth Business 2nd Sales Division General Manager at Salesforce Japan Co., Ltd., commented: "We are deeply honored that TAPP, a company that consistently pursues customer-centric innovation by leveraging technology in the investment real estate industry, has adopted Salesforce's AI agent platform 'Agentforce.' We are confident that by utilizing Agentforce, TAPP's sales representatives and consultants will be able to focus on more creative tasks and provide even greater value as the best partners in our customers' asset building journeys. We will continue to build the new business model that TAPP aims for, where AI and people co-create."

About TAPP Co., Ltd.

TAPP (Turn A Profit Partner) is an asset management consulting firm that supports individuals' life plans. It offers comprehensive advice on real estate, stocks, NISA, inheritance, and tax savings. Its popular "Capital Hack" seminar is known for its empathetic and easy-to-understand courses, surpassing 150,000 cumulative applicants by 2025. TAPP continues to challenge existing frameworks to create new asset management platforms.

Company Name: TAPP Co., Ltd. (https://tapp-co.jp)

Representative: Manabu Yamaji, President and CEO

Location: 6F Shinagawa Season Terrace, 1-2-70 Konan, Minato-ku, Tokyo

Established: November 2016

Business Activities: Real estate related business (asset management consulting / various seminar operations, etc.)

Achievements: Selected for "Best Venture 100" in FY2025

About Salesforce

Salesforce helps companies of all sizes transform into agentic enterprises. By integrating people, AI agents, applications, and data onto a single, trusted platform, it enables unprecedented growth and innovation. For more details, please visit salesforce.com/jp.

Salesforce's "News & Insights" on its corporate website provides the latest information for Japan. For more details, please visit salesforce.com/jp/news/.

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