Three times the orders, a third of the staff

• Orders per year3,00010,000+
• Operations staff72
• Annual revenueKRW 300MKRW 1B

Based on customer operating data

How we planned it

1. 1

   Finding the bottleneck

   As marketing drove a surge in orders, dispatch by phone and KakaoTalk, spreadsheet settlement, and text notices could not keep up. Late dispatch led to customer cancellations. Off the shelf ERP and field management software was built for large facility management and did not fit the field workflow.

2. 2

   Designing order states and notices

   Before development we defined how an order moves from waiting to assigned, booked, completed, and closed, and mapped who handles each step and what notice the customer and technician need. Reassignment was left to a manager rather than automated, and a purchase confirmation notice was added because customers asked about it so often.

3. 3

   An MVP in one month

   We built the MVP in early April 2025 and put it into Ecclim Care operations in early May. Screens were split by role: a PC web view for managers, a mobile web view with no app install for technicians, and KakaoTalk notices for customers. Each week, the bottleneck found that week was fixed before the next.

4. 4

   Preparing the next season with data

   We broke down 2025 orders in ilnetta by district to analyze cancellation rate, completion rate, peak season volume, and technicians per region. From this we set a stable monthly capacity for each region and secured backup partners before the 2026 season in regions with high cancellations.

5. 5

   Improving in use

   In the first half 2026 review, Ecclim Care requests for order list sorting and a filter by year went to the top of the second half roadmap. Requests from the field set the next development priorities.

ilnetta

Names and numbers on screen are samples.