Far East Marble & Granite
In sales management, the team leverages the note-taking feature to record key customer information, allowing managers to log in at any time to track project progress. During sales meetings, representatives can directly access their notes for reporting, saving the trouble of cumbersome Excel files and enabling managers to gain real-time business insights more efficiently."
In sales management, the team leverages the note-taking feature to record key customer information, allowing managers to log in at any time to track project progress. During sales meetings, representatives can directly access their notes for reporting, saving the trouble of cumbersome Excel files and enabling managers to gain real-time business insights more efficiently."
The tagging feature categorizes stakeholders, improving efficiency
Easily presents the sales record for the manager to quickly monitor the status
The training time of new sales staff is shortened
Brand Story
Since establishing operations in Thailand in 1990, Far East Marble & Granite has implemented a vertical integration strategy, seamlessly connecting import, processing, wholesale, and retail. This approach has enabled the company to participate in Thailand’s landmark high-end residential and premium commercial projects, reinforcing its leadership in the Thai stone market.
Challenges
- Frequent communication with multiple stakeholders, including owners, designers, site supervisors, and contractors, was prone to inconsistent information, increasing communication costs and risks.
- Sales progress reports were scattered across multiple Excel files, making it difficult for managers to assess performance based on data.
- The Thai sales team lacked experiences of using information systems and initially resisted adopting new tools and workflows.
- Customer data was fragmented, requiring up to 6 months to fully train new sales personnel, resulting in high onboarding costs.
Vital Solutions
- Thai-Friendly Interface and Empowering Digital Transformation
Vital CRM：Thai-Friendly Interface and Empowering Digital Transformation
To enhance team efficiency, CEO Hsiang-Ju Chen selected Vital CRM for its integrated sales management features and the user interface in Thai, making it ideal for the Thai team. Initially, sales staff resisted the new system, but with GSS providing workflow optimization and issue analysis, the team gradually adapted, improving the willingness to use the system and productivity.
As a stone supplier, Far East Marble & Granite frequently communicates with multiple project stakeholders. Vital CRM’s tagging feature streamlines stakeholder management, boosting collaboration and reducing communication costs. Additionally, its note-taking and calendar functions enable real-time information logging for sales teams and provide managers with clear case progress insights, replacing the need for Excel-based reporting.
Before implementation, scattered customer information prolonged onboarding and made handovers difficult. Vital CRM centralized data, significantly shortening training time and ensuring seamless customer service continuity during team transitions. Chen also noted that GSS ongoing, prompt support has ensured a smooth and stable digital transformation process.
Hsiang-Ju Chen, CEO, Far East Marble & Granite (LS), Joseph Lai, Director, GSS (RS)