CASE STUDY
Online booking for septic tank pumping
Online booking built as a time-slot table in LINE LIFF. Customers pick an available slot inside LINE with no app to download, and the operator no longer confirms times over a series of phone calls.
Screens from this system are not public yet.
RESULTS
What this project changed
- -80%
- Phone calls per booking
- LINE LIFF
- Booking with no app download
The problem
Bookings for this kind of on-site service were made almost entirely by phone. A customer called to ask about times, staff checked the calendar and called back to confirm, and a single booking often took three or four calls to settle.
- The busiest hours for calls were also the working hours on site, so answering the phone and doing the job competed for the same people.
- Customers had no way to see which slots were free and had to ask one by one, which was slow and unpleasant.
- Asking customers to install a dedicated app for a service they use a few times a year was never going to work.
What we did
We put booking inside a tool customers already use, replacing the download barrier with LINE LIFF.
- A slot table opens inside LINE, showing every available time, and the customer books by tapping one.
- No download and no registration: the customer's LINE identity is enough to book and to check the booking later.
- A confirmed booking goes straight into the back-office schedule, so the same slot cannot be booked twice.
- Confirmations and reminders are sent as LINE messages, which cuts no-shows and confirmation calls.
Results
With slot enquiries handled by the interface, phone calls went back to the conversations that need one.
- Rounds of phone calls fell by about 80%.
- Customers book inside LINE with no app to download, so take-up met almost no resistance.
- Scheduling is centralized in the back office, and clashes and duplicate bookings dropped noticeably.
CONSTRAINTS
Constraints
The conditions that were fixed from the start. The trade-offs behind the approach only make sense once you know them.
People use this service a few times a year, so anything that asks a customer to learn or install something is hard to get adopted.
- Customers could not be asked to download a dedicated app or register a separate account, or booking rates would have dropped straight away.
- The booking screen had to open inside LINE and follow the platform's rules and layout limits.
- On-site working hours are also the busiest hours for calls, so the back office had to be simple enough not to need a dedicated operator.
- A slot can be booked only once, and the clash check had to happen the moment the customer submits.
HOW IT WORKS
Technology and integrations
What the system connects to, how the data moves and why those choices were made — written so that no technical background is needed.
We put booking inside a tool customers already use, which was the most important judgement in the project.
- LINE LIFF opens a slot table inside LINE. No download and no registration: a LINE identity is enough to book and to check the booking later.
- A confirmed booking goes straight into the back-office schedule, so the same slot cannot be booked twice.
- Confirmations and reminders are sent as LINE messages, which cuts no-shows and confirmation calls.