Smooth mobile experience
Responsive interface with contextual help and guided drawers on small screens
Modernizing after-sales service for customers
TypeWeb portal
IndustryRetail
About the client
Germain Larivière
Germain Larivière is a Quebec family business founded in 1957 in Sainte-Rosalie, now Saint-Hyacinthe. Known for furniture, appliances, mattresses, outdoor products, and electronics, the brand operates three stores in Quebec and employs nearly 200 people.
For more than six decades, Germain Larivière has focused on service quality, customer proximity, and innovation to deliver a shopping experience that meets the expectations of its clients and staff.
From phone calls to a guided online journey
Structure intake, link requests to purchases, accelerate processing
Before the portal was deployed, opening a service request relied on phone or email exchanges, with back-and-forth to locate the contract, identify the relevant product, and collect supporting files. We designed a custom bilingual web portal that lets clients create or find a service request from their contract and client numbers, select the purchased item through Meublex integration or manual entry, specify the reason, add photos and videos, and receive email confirmation. The portal also supports tracking existing requests by tracking number, viewing status, and exchanging messages with attachments.
Step-by-step assistant
Request creation in stages, from contract validation to submission
Request lookup
Search by tracking number or by contract and client number
Guided attachments
Upload photos of the full product, manufacturer label, and the issue
Open a service request in a few steps
The creation flow guides the client from contract and client numbers, retrieves associated line items through Meublex, and lets them select the relevant product or enter it manually. The user then chooses the reason for the request, adds a note, uploads required photos or videos, and confirms contact details before submission. Invoice examples help locate contract, client, and SKU numbers directly on the proof of purchase.
Track an existing request and communicate with the team
Clients who already have a tracking number can view request details, see in-progress or resolved status, access contract and product information, and reply with a message or new attachments. This online follow-up reduces follow-up calls and provides a clear record of exchanges, while maintaining a Germain Larivière branded experience in French and English.
The results of a success
The portal developed for Germain Larivière transforms post-purchase service request management. Since deployment, the organization benefits from:
Faster request intake through a structured online flow
Reduced phone back-and-forth and re-entry of information
Transparent client follow-up with email confirmations and updates
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