I built a customer portal for La-Z-Boy Southeast that let customers schedule service and sales tickets, check order status, submit service requests, and pay online — backed by text and phone-call automation that cut the handling time on every delivery and service concern.
The Phone-Call Bottleneck
Every order status, every service request, every payment ran through a phone call — slow for customers and expensive for the business. It was a queue of routine questions that a good self-serve portal could answer without anyone picking up.
What I Delivered
Self-serve portal
Customers schedule tickets, check order status, and submit service requests on their own time.
Online payments
Built-in online payment so customers could pay toward orders without a phone call.
Text & call automation
Automated delivery and service notifications to cut handling time and speed responses.
Customer-centric design
A user-friendly platform built around transparency — customers in control of their own orders.
Skills & Tools
The stack behind this build — tap any to see related work.
The Impact
Customers stopped waiting on hold to do simple things. Order status, scheduling, service requests, and payments moved online — faster for them, lighter for the team, and fewer inbound calls.
Customers in Control
The best customer service is the kind customers can do themselves. A portal that handles the routine — status, scheduling, payments — frees the team for the calls that actually need a human.
