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How NEPI Rockcastle saves €251,000 per Centre using the Intelligent TenantOS
Written byMegan Gomes
Published onMar 3, 2026
CategoryNews
Read time4 min
Customer StoryRetail

How NEPI Rockcastle saves €251,000 per Centre using the Intelligent TenantOS

NEPI Rockcastle is the third largest retail real estate company by investment portfolio value and the largest owner, operator, and developer of shopping centres in Central and Eastern Europe. Chainels became the connected TenantOS for their portfolio of shopping centres - digitising a dozen operational and communication activities to help teams manage tenants. With more digitised operational processes, NEPI Rockcastle has saved centre teams 5 hours every week. Additionally, 87% of tenants report that the TenantOS simplifies the turnover reporting process.

Discover how NEPI Rockcastle is saving €250,000 per center per year.

  1. Digitising slow and fragmented work processes

NEPI Rockcastle is one of the most innovative real estate companies in all of Europe. With a central philosophy on creating retail destinations that stay relevant to the way people live, they believe strongly in partnerships with tenants and supporting their retailers to keep occupancy high and sales strong because when their tenants succeed, their portfolio succeeds.

Chainels emerged as the solution for NEPI Rockcastle to innovate their tenant partnership by offering ways to digitise and speed up processes between centre teams and tenants. Research conducted by Opinium Research Agency reports that centre teams at NEPI Rockcastle saved 5 hours each week due to the digitisation of forms. Another major benefit for the partnership reported by centre teams is 2 hours saved per week because less meetings are needed. The timeline feature within the TenantOS enabled centre teams to communicate directly with tenants through group targeting, reducing the need for meetings as communication is clear and reaches the right people.

2. One space for tenants to submit request forms, report maintenance, and submit turnover

Many retail operations still heavily rely on manual work that involves tenants having to print paper forms and then walk across the centre to submit them for a variety of requests to tenants having to phone or email and wait without any idea on status of requests and submissions. For centre management, teams had to walk door to door to remind tenants to submit turnover, if a request form was filled incorrectly, they had to walk back and forth to request new forms or discuss issues with the submission. All frustrating and significant time drains on an centre team members day.

  • Faster approval flows:the NEPI Rockcastle team came up with approval flows required for each request form or work permit and then when a form is submitted, it is sent to the people who are required for that specific approval flow. The required person can approve or deny the request immediately through theTenantOS.If a tenants request is denied, they will be notified with the comment of what they need to complete in order for approval.
  • Submitted maintenance requests:Chainels connects with NEPI Rockcastle's service providers through seamless integrations. The integration works in a way that when a tenant submits a maintenance request, the request is routed immediately to the required service provider. Tenants track the status of their request from the point of submission to the point of completion. At this point, a survey can be sent out for feedback. In a survey conducted with store managers, 84% said that Chainels app speeds up the process of issue resolution.
  • Automated turnover reminder emails:teams were spending many hours on following-up and reminding tenants to submit their turnover. This often lead to significant drains on energy and time during the work day. With theTenantOS,NEPI Rockcastle tenants receive a set number of in-app and email reminders that keep reporting turnover top of mind. This facilitates the NEPI Rockcastle team in putting together accurate reports on tenant performance.

NEPI Rockcastle has already seen significant operational improvements and a positive impact on their tenant performance. By digitising operational processes and reducing manual workload into one tool for both centre teams and tenants to work from, this real estate operator has realised direct cost savings of €251,000. They've also saved the work load of one full time employee per center per year.

The benefits of the implementation of the Chainels TenantOS across their portfolio extends far beyond financial and operational gains. With Chainels, tenants can access the information they need on centre activities far quicker. This goes for the teams as well.

  • Brand reputation improvement:Centre managers reported tenants view the app as a modern way of managing the centre and as a result the brand is seen as more innovative. Tenants also feel that the app makes operational processes easier and quicker directly impacting the reputation of NEPI Rockcastle shopping centres.

Brand quote for NEPI Rockcastle CSS

  • Marketing:Communication with tenants became much simpler as the platform became the single source of truth for tenants to communicate with the landlord. In fact, centre managers reported saving 2 hours every week due to less meetings needed. NEPI Rockcastle marketing teams currently use the TenantOS to assess the performance of marketing-led events:

Brand quote for NEPI Rockcastle CSS-1

  • ESG:NEPI Rockcastle is a leader in sustainable real estate and has one of the highest recognitions of ESG performance in Eastern Europe. To continue to push for better performance, NEPI Rockcastle teams use the TenantOS to communicate ESG initiatives with Tenants including sending reminders to turn off screens if it is noticeable tenants aren't doing so. The team also provides important material for tenants to learn how to save energy and water.

NEPI Rockcastle's digital transformation is driven by a clear vision to strengthen collaboration with tenants and support the long term success of its portfolio. The Chainels onboarding team provides hands on guidance at every stage of the process, delivering targeted training sessions that support internal teams and ensure a smooth rollout. Beyond onboarding, Chainels continues to work closely with NEPI Rockcastle to improve day to day operations and communication between teams and tenants. NEPI Rockcastle's success shows that building a truly connected and high performing retail portfolio starts with rethinking how real estate works and putting the tenant at the centre of that process.