Tidyman
"With the Insight module bringing together sales opportunities, customer spending, account ownership, and interaction history, our management team can finally evaluate performance based on real data—not just gut feeling. It’s made communication within the team a lot smoother, and more importantly, it’s helped us define clear benchmarks. Now, our sales reps know exactly what kind of customer engagement drives better results."
"With the Insight module bringing together sales opportunities, customer spending, account ownership, and interaction history, our management team can finally evaluate performance based on real data—not just gut feeling. It’s made communication within the team a lot smoother, and more importantly, it’s helped us define clear benchmarks. Now, our sales reps know exactly what kind of customer engagement drives better results."
20% increase in customer repurchase rate
Complete record of customer interactions retained
Optimized learning curve for new sales staff
Brand Story
As modern consumers seek a higher quality of life but struggle with limited time, the demand for home cleaning and in-home organization services has surged. Recognizing this growing market, Tidyman was founded in 2017 as Taiwan’s first professional home organization company—and a pioneer in offering in-home tidying services.
To address the challenges of a limited workforce and lack of standardized workflows, Tidyman launched a certified organizer training program in 2018. The program now trains nearly 2,000 organizing professionals annually and has certified over 10,000 individuals to date.
With rising expertise and a strong reputation, Tidyman has steadily expanded its business. Since 2024, the company has formed long-term partnerships with major home service platforms and real estate firms such as Sinyi Realty, providing professional home organization services at scale across Taiwan.
Challenges
- Difficulty deepening engagement with existing customers and increasing repurchase rates
- Inability to track the latest customer status and interaction history, making it hard to train new sales staff
- Siloed systems made it difficult to integrate data and build a clear, unified customer profile.
Vital Solutions
- Thai-Friendly Interface and Empowering Digital Transformation
Home Reset is a home services brand that puts people first and prides itself on thoughtful, detail-oriented care. Founders Po-Yuan Cheng and En-Chieh Huang understood early on that passion and experience alone aren’t enough to sustain long-term growth. To scale successfully, they needed a digital system that could support people, processes, and the future. Without an in-house IT team, Tidyman partnered with Galaxy Software Services and adopted Vital CRM to kickstart their digital transformation.
To ensure that Vital CRM aligned with its day-to-day operations, Tidyman rolled out the system in phases. Starting with improvements in customer engagement and sales performance, they gradually moved toward full-scale data integration. This was more than implementation a tool—it was an upgrade of their service workflow. The following highlights the approach and outcomes of each phase.
Cheng Po-Yuan Founder (L), and Huang En-Jie (R) Co-Founder, of Tidyman
Phase 1: Strengthening Customer Engagement and Sales Management
In the early days, Tidyman relied on Excel to manage customer data. Although they designed their spreadsheets based on the RFM model, they quickly ran into issues: inconsistent inputs, lack of real-time updates, and difficulty segmenting or tracking customer interactions. These challenges made it hard for new team members to catch up or manage relationships effectively.
After implementing Vital CRM, the sales team could record and track each customer interaction in real time. They used RFM scores to segment high-potential clients and trigger SMS campaigns that re-engaged previous customers. With Insight, Vital CRM’s analytics module, managers were able to monitor conversion rates and sales performance, and set clear targets based on real data.
During this phase, Tidyman achieved four major outcomes:
1.Higher repurchase rate: Automated follow-ups and customer tracking turned occasional clients into loyal customers.
2.Stronger sales performance: Insight helped the team identify which behaviors led to successful conversions.
3.Lower turnover risk: Centralized data ensured continuity even when staff changed.
4.Faster onboarding for new hires: CRM data allowed smart allocation of leads—starting with existing customers to build confidence before moving to new prospects.
Phase 2: Building a Fully Integrated Service Workflow
In the second phase, Tidyman connected Vital CRM with its website, membership system, chatbot, order system, and field service scheduling app to automate the entire customer journey:
1. Auto-imported customer data: New members who joined via the website or LINE were instantly synced into the CRM.
2.Sales conversion and dispatch: When a customer confirmed a booking, CRM pushed the data to the scheduling system to assign a home service professional and generate a payment link.
3.Real-time service status: Once payment was complete, CRM automatically updated the case to "closed," completing a full-cycle service loop.
This integration significantly reduced manual effort and ensured consistent, high-quality service delivery.
Founder Po-Yuan Cheng emphasized that Vital CRM has done more than solve internal management challenges—it has opened doors to new business possibilities. Moving forward, Home Reset plans to package its CRM integration experience as a replicable solution to empower other home service providers on their own digital transformation journeys. With better systems, improved service quality, and scalable operations, the future looks promising for the entire industry.