---
title: "Optimization of order management and online payment processes for a pool-specialized company in Quebec."
slug: "optimisation-des-processus-de-gestion-des-commandes-et-des-paiements-en-ligne-pour-une-entreprise-specialisee-dans-les-piscines-au-quebec"
language: "en"
canonical_url: "https://tekru.ca/en/case-studies/optimisation-des-processus-de-gestion-des-commandes-et-des-paiements-en-ligne-pour-une-entreprise-specialisee-dans-les-piscines-au-quebec"
markdown_url: "https://tekru.ca/en/case-studies/optimisation-des-processus-de-gestion-des-commandes-et-des-paiements-en-ligne-pour-une-entreprise-specialisee-dans-les-piscines-au-quebec/study.md"
published_at: "2022-03-26T11:06:00"
updated_at: "2025-05-19T15:01:57"
categories: ["Automation","CRM","Customer portal"]
---

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

Optimization of ordering, scheduling, and payment processes for a pool service company in Quebec.
Result: reduced costs, increased revenue, and an improved customer experience.

## Introduction

In the consumer services sector, automating order processing and optimizing operations can significantly transform a company’s efficiency. This is precisely what we achieved for a Quebec-based provider specializing in the maintenance and installation of pools and spas. Discover how, as a subcontractor, we helped modernize their processes, reduce operational costs, and increase their revenue.

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## Challenges faced

**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

## Project goals

- 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;

## Proposed solutions

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

## Technologies used

**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.

## Results

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.

## Conclusion

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**.