Manual Booking Workflows With No Centralised Visibility
Store staff were managing appointments independently with no shared calendar or network-level oversight, making scheduling conflicts inevitable and reporting impossible.
A Leading Retail Eyewear and Optometry Chain
A Leading Retail Eyewear and Optometry Chain
Appointment Booking Centralised Across an Entire Retail Network on a Serverless AWS Platform.
Client
A Retail Eyewear and Optometry Chain
Industry
Retail Eyewear, Optometry and Healthcare Services
Market Size
Enterprise-level network across multiple retail stores and regional clusters
Our Contributions
• Serverless AWS Architecture • Web Admin Dashboard • Customer Booking Portal • POS Integration • Automated Notifications • OAuth 2.0 Security
The Challenges
Replacing Manual Scheduling Across a Multi-Location Retail Network While Integrating With Existing POS Infrastructure
A retail eyewear and optometry chain operating across multiple store locations and regional clusters set out to replace fragmented, manual scheduling with a centralised digital booking ecosystem connected to their existing POS infrastructure.
The brand faced several challenges:
No Connection Between Bookings and POS Systems
The appointment process operated in isolation from the existing Point of Sale infrastructure, creating data silos and forcing manual reconciliation between bookings and in-store operations.
No Automated Customer Communication
Appointment confirmations and reminders were handled manually, creating delays, missed follow-ups, and an inconsistent customer experience across locations.
Multi-Location Scale Without a Single Source of Truth
Managing service provider availability, working hours, and break schedules across multiple stores and regional clusters had no centralised mechanism, leaving each location to operate independently.
The Solution
A Three-Layer Booking Ecosystem Connecting Customers, Store Staff and Network Administrators
Kombee built a cloud-native, serverless AWS platform with a customer-facing booking portal, a store-level operations dashboard, and a master admin layer — three distinct interfaces unified by a single real-time data backbone.
01
Customer Booking Journey and Store-Level Calendar
Step-by-Step Public Booking Portal
Customers book appointments through a step-by-step flow embedded in the public website; selecting their required test, finding their nearest store, choosing a date and time, entering their details, and receiving a confirmation; without any staff involvement. The portal is responsive across desktop and tablet, supports multiple languages, and uses visual status indicators and smart form grouping to make the process clear for all user types.
Real-Time Store Calendar and Walk-in Management
Store staff manage daily operations through a real-time calendar showing live availability, with direct-click manual booking for walk-in customers processed without leaving the interface. Service provider schedules are fully configurable with slider-based working hours and specific break-time blocking, giving each store control over their availability without requiring admin intervention.
A booking experience that works for customers on the public website and for store staff on the operations dashboard, both drawing from the same live calendar.
02
Master Admin Dashboard and Network Oversight
Network-Wide Visibility Across Companies and Clusters
Super admins have a centralised dashboard to manage all companies, clusters, and store locations from a single interface, with aggregated statistics giving a real-time view of booking activity across the entire network. Role-based access controls ensure store staff, cluster managers, and super admins each operate within their appropriate scope without overlapping permissions.
Centralised Service Provider and Schedule Management
Working hours, break schedules, and service provider availability are managed centrally and configurable per store, giving the network flexibility without sacrificing oversight. Changes made at the admin level propagate across the relevant stores immediately, removing the lag that came with individual store-level coordination.
A network oversight layer that gave management visibility and control over an operation that had previously existed only at the individual store level.
03
POS Integration, Serverless Infrastructure and Automated Communications
Real-Time POS Sync on Serverless AWS
Real-time synchronisation with existing POS systems via a dedicated API layer ensures that bookings made online are immediately reflected in store operations, eliminating the data gap between the two systems. The platform is built on a serverless AWS architecture using Lambda, API Gateway, CloudFront, RDS MySQL, and DynamoDB, with OAuth 2.0 securing all API communication and Amazon CloudWatch providing operational monitoring.
Automated Multi-Channel Notifications and Secure SSO
Appointment confirmations and reminders are sent automatically via Unifonic SMS and Amazon SES email the moment a booking is made or updated, removing manual follow-up from the process entirely. Secure Single Sign-On for all store staff and admin users ensures authentication is consistent, controlled, and aligned with the enterprise security standards of a multi-location retail operation.
A serverless infrastructure that handles enterprise-scale booking traffic reliably, keeps POS data synchronised in real time, and communicates with customers automatically at every booking event.
Core Screen
Essential screens powering the partner experience.
The results
The platform delivered measurable impact across adoption, engagement, and daily operations.
Centralized
Booking System
Real-Time
POS Sync
Zero
Manual Booking Effort
Automated
Notifications
Network-Wide
Visibility
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Client Testimonial
What ExxonMobil Had to Say About Us
The platform launch was met with enthusiastic approval from all stakeholders across our mechanic network and sales organisation. Features were executed with real attention to detail and the team's commitment to delivering on time against a hard decommissioning deadline was exceptional. The result is a platform that finally gives us visibility into our most critical sales influencers. The compliance automation and instant reward mechanics work exactly as we need. Kombee made a complex problem feel straightforward.
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