The context
When a customer buys a TV or appliance from a large retailer and asks for it to be installed, someone has to turn that sale into a job: book it, assign a qualified tradesperson, track it to completion and handle changes or cancellations. The client runs that installation service for major retailers, coordinating a national network of tradespeople.
They needed one platform to manage it: bookings coming in from several retail partners, the jobs and the tradies doing them, and the extra services customers add on.
What we built
- Service booking, so installation jobs can be requested and scheduled from each retailer’s sale.
- A job manager for the client’s team to track every installation, including changes and cancellations.
- Point allocation, used to manage how work is allocated and rewarded.
- Fixed-price service add-ons using Adobe Commerce’s own cross-sell features: wall mounting, cable routing and concealment, delivery and e-waste disposal offered alongside the main installation.
- Product pages designed for services, with the add-ons shown where customers decide.
How I approached it
- Discovery first. Workshops mapped how jobs actually flow today, from the retail sale to the completed install, before any features were designed.
- Model services with what the platform already does well. Installations, add-ons and bundles are built on core catalogue, cross-sell and checkout features rather than a parallel custom system.
- One platform, several retail partners. Every partner’s work runs through the same codebase and processes, without duplicating the platform.
- Change requests handled properly. New requirements were scoped, designed and approved as change requests, so the platform grew without losing its shape.
Why it matters
The fastest way to meet a deadline is often to bolt on something custom. The better way is to understand the workflow well enough to fit it into the platform’s strengths. Building on core checkout, catalogue and pricing features meant less custom code, fewer places for bugs to hide, and a platform that can keep taking upgrades as the business grows.
