Kuai Shan Fang
“What used to be time-consuming and repetitive admin work is now part of a well-paced, automated care cycle. This shift has allowed our team to focus more on meaningful customer interactions—things that truly build connection. It’s helped us make the member journey more seamless and precise, ultimately bringing our brand closer to each customer.”
“What used to be time-consuming and repetitive admin work is now part of a well-paced, automated care cycle. This shift has allowed our team to focus more on meaningful customer interactions—things that truly build connection. It’s helped us make the member journey more seamless and precise, ultimately bringing our brand closer to each customer.”
Annual revenue increased by nearly 50%
Unified online and offline channels to deliver a consistent member experience
Automation modules simplify repetitive and time-consuming tasks.
Brand Story
Over a decade ago, founder Chris Lee established Kuai Shan Fang to help his father breathe more easily, inspired by the healing power of the forest. By repurposing premium hinoki wood offcuts, he developed a proprietary double-distillation method to extract pure, high-quality essential oil.
Today, the calming scent of Kuai Shan Fang’s hinoki essence can be found in iconic spaces such as Eslite Living and the Grand Hotel Taipei. The brand has also been selected by Taiwan’s Ministry of Foreign Affairs and the Taipei City Government as an official National Day gift—sharing the essence of Taiwan’s forests with the world.
Challenges
- Lack of online-offline integration limited revenue growth to physical channels
- Fragmented customer data made targeted marketing and long-term engagement difficult
- Customer lists were managed manually, leading to poor opportunity tracking
- Member tier upgrades were handled manually—time-consuming and prone to errors
Vital Solutions
- Connecting Data and People – Kuai Shan Fang’s Steady Path Toward Sustainability
Growing a brand comes with no shortage of challenges. The 2020 pandemic disrupted foot traffic and distanced people from nature. Kuai Shan Fang’s founder, Chris Lee, swiftly adopted Vital CRM, integrating online and offline membership data to deliver a seamless omnichannel (OMO) experience, launching a new era of digital transformation.
Vital CRM empowered Kuai Shan Fang to make data-driven decisions, redefining customer relationships. By analyzing consumer behavior and membership data, the brand achieved five transformative marketing outcomes:
1. Customer Profiling: Gained insights into customer origins and demographics, enabling precise targeting of high-potential segments.
2. Optimized Messaging: Analyzed engagement data to identify ideal communication channels and timing, boosting outreach effectiveness.
3. Dynamic Marketing: Monitored real-time sales to adjust product mixes and promotions, driving higher average order values.
4. Best-Selling Bundles: Leveraged basket analysis to uncover customer preferences, launching high-demand product combinations.
5. Resource Optimization: Used historical data to streamline inventory and production, reducing waste.
Chris Lee, Founder of Kuai Shan Fang (RS)
Streamlining with Automation
Kuai Shan Fang leveraged Vital CRM’s automation to eliminate manual tasks like member tier updates and message triggers. This streamlined operations and delivered more personalized, timely customer interactions, strengthening brand loyalty.
Unifying B2C and B2B Operations
Vital CRM unifies B2C and B2B operations, efficiently managing everything from small retail orders to large corporate purchases. Initially focused on membership marketing, it integrated tools like LINE and Facebook Messenger, becoming the backbone of operations. From customer service to product development, it drives precise decisions in inventory forecasting and cross-department collaboration.
Remarkable Results
In just a few years, Kuai Shan Fang’s membership surged from 4,000 to over 20,000, with annual revenue growing nearly 50% year-over-year. This success stems from genuine customer care and innovation.
Sustaining Nature
Beyond profits, Kuai Shan Fang honors its environmental roots. Partnering with the Forestry Bureau, the brand planted 700 native Taiwanese fir seedlings in Chiayi, embodying its ethos: "Take from nature, give back to nature."