Not just a nice-to-have: the business case for tenant operating systems
A survey shows the impact of Chainels’ platform on shopping centres: including lower costs and efficiencies across the board
Retail real estate firms are under pressure to optimise performance, reduce costs, and protect net operating income (NOI). While tenant engagement is often perceived as a softer metric, mounting evidence links it directly to financial returns. Independent research confirms that platforms such as Chainels generate measurable value through operational efficiency, stronger tenant retention,
and portfolio-level performance gains.
Proven returns from a tenant operating system
In an effort to understand the return on investment of tenant operating systems, Chainels commissioned research agency Opinium to evaluate its platform’s impact across 13 shopping centres. By combining in-depth interviews with centre teams and survey responses from active store manager users, the research provides a comprehensive view of how a Tenant Operating System influences real-world centre operations.
The results show the platform adds tangible value to retail assets, through day-to-day process improvements and in measurable financial terms. Shopping centres using Chainels save an average of €251,000 annually. This includes €46,000 in direct savings such as printing costs, and 2,400 hours saved across teams. That equals 1.15 full-time employees.
Operational efficiencies with financial impact
Savings come from two key areas: 550 hours are saved through streamlined communication between centre teams and tenants, and 1,850 hours through digitised operational processes such as work orders, permits, requests, and turnover reporting. These efficiencies reduce operating costs by an estimated €5.70 per square metre, improving bottom-line performance.
Store managers benefit directly from the platform’s usability and responsiveness. A total 94% say they
are satisfied with Chainels, and 74% would recommend it to others. Going further, 72% say
they prefer working in a centre that uses Chainels’ platform over one that does not.
Many describe the platform as intuitive and easy to use. “Submitting turnover reports is now very fast,” noted a store manager working in a NEPI Rockcastle centre. On average, store managers save nearly two hours each month due to faster processes and fewer delays.
Strategic Value for retail real estate companies
Beyond cost and time savings, the study revealed more strategic benefits. Centre teams report stronger tenant retention, enhanced brand image, and better responsiveness to market needs. “I really believe the platform helps retain tenants. The ones who use it regularly are the ones most engaged with the centre,” said a marketing manager. Another added: “Yes, I think it really affects our brand image, it’s very important… It shows how easily we can deploy innovative, digital tools.”
The platform also supports more data-driven management. “We can show exactly how many tickets were logged, how quickly they responded, and how fast the problems were resolved. This transparency helps us in evaluating their performance,” said a technical manager.
What this means for retail real estate
While the research focused on current use cases, the value of the platform is expected to grow further. Chainels recently introduced LumenAI, an intelligent assistant built into the platform. By automating repetitive tasks, it allows teams to focus on strategic priorities. The ROI captured in this study is a baseline: as LumenAI handles more predictive and operational work, returns are expected to increase.
This shift in positioning reflects the platform’s evolution. Chainels is no longer just a tenant experience tool. It is positioning itself as the Intelligent Tenant Operating System. One that connects the dots between property teams, tenants, and the broader tech ecosystem, sitting above traditional ERPs and smart building systems. The research confirms it is not just a nice-to-have – it is a business-critical platform in the digital transformation of retail real estate.
The study captured perspectives from three real estate companies with portfolios across Europe, providing a representative snapshot of the platform’s performance in different markets and operational models. With an average centre size of 44,000 sq m and 145 tenants, the sample reflects a cross-section of high-footfall retail environments.
From operational efficiency to strategic value, the message is clear: tenant operating systems can deliver measurable returns for retail portfolios.
With growing pressure to reduce costs and improve tenant engagement, intelligent platforms like
Chainels are proving their place in the modern retail real estate playbook.
