Integrated after-sales for the entire Jaymar network

TypeWeb platform

IndustryManufacturing

About the client

Jaymar

Jaymar has manufactured upholstered furniture in Canada since 1956. The company is recognized as an industry leader for quality, contemporary design, and a wide range of configurations, leathers, and fabrics. Its plant and showroom are located in Terrebonne, Quebec.

Inspired by European style and craftsmanship, Jaymar designs and builds its collections at its modern plant in Terrebonne. The company relies on experienced artisans, a dedicated research and development team, and a broad retailer network across North America to offer durable furniture and a warranty recognized in the upholstered furniture industry.

One service case for retailers and teams

Replace scattered follow-up with a shared platform, shared photos, and readable status at every step

Previously, service request follow-up could span several tools, emails, and re-entry between the retailer, customer service, representatives, factory, and technicians. We delivered a bilingual web application that centralizes opening and managing service cases, notes, attachments, assignment, inspection, factory or field repair, and closure. Each role has tailored screens, calendars, and history, with reporting to measure turnaround times and retailer adoption.

Guided case workflow

Clear steps from opening to closure, with assignment, inspection, repair, and approval depending on the type of intervention.

Many roles, one source of truth

Customer service agents, representatives, Jaymar technicians, factory staff, and administrators work in the same system with distinct permissions.

Search and history

Advanced search, custom lists, and case history to find a file or trend quickly.

Photos and attachments

Visual documentation of issues and repairs, shared between the retailer and Jaymar teams.

Reporting and monitoring

Dashboards and analysis to track overdue cases, trends, and network activity.

Overview to steer after-sales activity

The dashboard brings together daily indicators and shortcuts: cases to handle, overdue follow-ups, and quick access to work lists. Teams see at a glance where to focus without leaving the platform.

Manage a service case end to end

The case record brings together the customer, retailer, item involved, status, and activity timeline. Agents can add notes, attach photos, schedule an inspection or repair, and move the case to resolution with a full trace of exchanges.

Schedule interventions and repairs

Technician and factory team calendars show appointments, repairs in progress, and available slots. This scheduling reduces wait times and aligns the field with production when a part must be prepared or repaired at the plant.

The results of a success

The after-sales platform developed for Jaymar structures collaboration between retailers and internal teams. Since deployment, the organization benefits from:

Faster coordination between retailers, customer service agents, and technicians on the same case
Readable status and history for every service request
Fewer manual follow-ups and re-entry between stakeholders

Do you manufacture or distribute products with a service network?

Let's discuss your needs or explore another project delivered with ARIV.