Service Used: Vital CRM

CHENHOW MARBLE CO., LTD.

Po-Kun Chen & Mei-Ling Ho CHENHOW MARBLE CO., LTD.

2025 Oct 28 Tue

“CHENHOW MARBLE implements Galaxy Software Services’ Vital CRM, leveraging digital tools to deliver more refined and personalized services, with KSC Thinktank Co., Ltd. CHENHOW MARBLE also transformed its sales management model, enabling data-driven decision-making and more efficient meetings.”

- Po-Kun Chen & Mei-Ling Ho CHENHOW MARBLE CO., LTD.

Increased the conversion rate by 20%

Enabled Data-driven Decision-making and Streamlined Meetings

Identified high-value customers and drove growth by giving tailored experiences

Brand Story

CHENHOW MARBLE was founded in 2007 by Po-Kun Chen and co-founder, Mei-Ling Ho, establishing one of Taiwan’s most iconic luxury stone brands. In 2018, Mr. Chen opened the Stone Art Museum, marking the beginning of Taiwan’s luxury stone trend. Known as the “Godfather of Luxury Stone” in Taiwan, he was inspired by a chance encounter with natural stone and came to realize its value beyond construction—embracing its potential in interior design and lifestyle aesthetics. This insight led to a transformation toward premium stone offerings, expanding the client base from developers and designers to high-end consumers, positioning CHENHOW MARBLE as the leading brand in Taiwan’s luxury stone industry.

Challenges

Decisions on which stones to purchase were often based on experience, with little support from actual data.
It is difficult to create detailed customer segmentation by Excel.
Some fields couldn’t be easily extracted to visualize in charts, making it hard for managers to grasp key insights immediately. The team had to rely on verbal updates from sales staff, often leading to miscommunication.
Each of the five branches maintained its own Excel file, making it difficult and time-consuming to search for a specific customer's information. The effort did not ensure the team could locate the needed information or a complete view of the customer’s interaction history with the company.

Vital Solutions

Enabling Data-driven Decision-making and Streamlined Meetings

For CHENHOW MARBLE, adopting Galaxy Software Services’ Vital CRM was more than implementing a new system—it marked a complete transformation in how the company manages its sales operations.

One of the biggest shifts was the move toward data-driven decision-making. The company used to rely on current interior design trends and perceived consumer preferences to decide which stones to stock. These decisions were often based on experience rather than data. Now, with the Insight analytics module in Vital CRM, CHENHOW MARBLE can consolidate and analyze data from purchases, sales opportunities, customer tags, and notes—presented clearly through visual dashboards. This allows the team to make more informed and precise procurement decisions, ensuring that the stones selected reflect current design trends and customer preferences.

Routine sales meetings have also become more efficient. With the Insight dashboard, managers can quickly assess performance and work status, enabling the team to focus on key issues and significantly increase communication efficiency.

Po-Kun Chen (R) & Mei-Ling Ho (L), Founders, CHENHOW MARBLE CO., LTD.

Boosting the Conversion Rate by 20%

It used to be hard for sales members to follow up with the spontaneous visitors as interactions were put in Excel file. Now, with automated reminders in Vital CRM, sales teams can maintain engagement with customers until a purchase is made—boosting the conversion rate by 20%.

Additionally, CHENHOW MARBLE uses the RFM analysis feature in Vital CRM to evaluate transaction behavior among long-term B2B clients. It helps identify high-value customers with frequent repeat purchases or large order volumes, enabling the company to tailor services accordingly and drive business growth through differentiated customer experiences.