Optimization of order management and online payment processes for a pool-specialized company in Quebec.

In a context where winter makes pools unusable, our client needed to offer pool opening and closing services to hundreds of homeowners.

The manual process of registration, appointment validation, and payment — mostly handled via phone and mail — resulted in:

• Frequent errors
• A high administrative workload
• A scheduling system that was difficult to optimize
• Payment delays

Key Challenges

• Authenticating customers without requiring a traditional account/password system
• Digitizing a complex form without compromising the user experience
• Synchronizing real-time availability with human resources

• Simplify the customer experience when ordering services;
• Reduce administrative workload and data entry errors;
• Maximize daily appointment fill rates;
• Increase average order value through intelligent upselling suggestions;
• Ensure automatic payment entry into the existing ERP system;

1. Secure Authentication Without Account Creation
   A system of automatically generated unique links (secure hash) was implemented. Upon accessing the platform, the customer verifies their identity using their phone number.
2. Optimized Ordering Process
   An intelligent form was designed to dynamically adapt to the customer’s responses and suggest personalized upsell options.
3. Real-Time Service Date Selection
   A date selection interface, directly connected to the operators’ schedules, ensures availability and offers discounts on selected time slots.
4. Automated Online Payment
   Orders are completed through secure payment via Stripe and are then automatically recorded in the client’s existing

React.js: Dynamic client interface.
Node.js: Server-side logic and automation.
CRON: Secure link generation.
Stripe: Secure online payment.
MS SQL Server: Management of customer and order data.

Automating the order and payment processes delivered tangible and immediate results. Our client observed a significant improvement in operations, both in terms of internal efficiency and customer satisfaction – all while boosting revenue. The main benefits included:

• Significant Reduction in Staffing Costs
  The workload related to sales operations was greatly reduced, shifting from a team of about twenty people to a much smaller staff dedicated to order management.
• Lower Error Rate in Data Entry
  The digitalization of the process virtually eliminated manual input errors, ensuring more reliable order and appointment handling.
• Optimized Service Scheduling
  Real-time integration of staff availability and automated discounts for geographically grouped appointments maximized the efficiency of daily schedules and minimized downtime.
• Elimination of Unpaid Invoices Through Immediate Payment
  Online payment automation completely removed the risk of unpaid orders, achieving a 0% default rate.
• Increased Revenue Through Smart Upselling
  Intelligent product and service suggestions during the ordering process raised the average basket size, leading to a substantial increase in overall revenue.

This project, carried out as a subcontract for a major player in the pool industry in Quebec, demonstrates the significant impact that intelligent digitalization can have on operational efficiency, customer satisfaction, and profitability.

A strong proof that B2C process automation can be a powerful lever even in complex seasonal activities.