How Romcim built a digital solution based on customer wish list that grew adoption rates

The Market

The construction industry has traditionally been slower to adopt digital transformation than adjacent sectors. Order flows and delivery schedules still depend on phone calls, while financial reconciliation may happen long after the materials have been poured.

This conventional model places strain on the supply chain visibility and customer experience that construction companies need to operate efficiently. Time is increasingly a scarce resource on the job site, and the planning happens far from the comfort of an office.

For suppliers, the call-center model also creates a cap on growth. Every new customer means more inbound calls, more manual order entries, and more opportunities for miscommunication between dispatch, drivers, and the site.

The Challenge

Romcim needed a centralized, customer-friendly digital solution to replace its manual, call-center-based order management system. The challenges were both operational and experiential.

• Manual inefficiencies. Order processing relied on phone calls and spreadsheets, leading to delays and the risk of errors at every handoff between customer, call-center, dispatch, and driver.
• Limited order visibility. Customers had no way to check the status of an order on their own, no real-time delivery tracking, and no clear estimated arrival times for materials.
• Customer experience gaps. Clients needed a simpler way to access their financial status, order history, and live delivery information without picking up the phone.
• Scalability constraints. As demand grew, the existing system struggled to keep pace. Every additional customer added a linear load to the call-center workflow.

The goal was a portal that connected Romcim and its customers through a single self-service environment, with order management, financial insight, and live delivery tracking unified in one place.

The Solution

To develop a scalable and intuitive platform, Zitec worked closely with Romcim’s team and customers to make sure the solution addressed real-world needs. The Customer Portal was built using Laravel, Laravel Dusk, Laravel Horizon and Laravel Nova, offering:

• End-to-end order management. Customers can place, modify, and track orders effortlessly.
• Live delivery tracking. Integrated GPS tracking provides real-time shipment status, similar to ride-sharing apps.
• Financial dashboard. Customers gain instant visibility into payments, invoices, and contract status.
• Seamless mobile & desktop access. The portal was optimized for all devices, ensuring ease of use from construction sites or offices.

The platform also empowered Romcim’s internal teams to manage products, customer accounts and promotions more efficiently, hence reducing operational workload.

The Process

The portal was built for and with customers. Romcim engaged clients early in the process by collecting insights through field visits and user interviews so that the solution would match their expectations.

Customers provided direct feedback on UI, workflows, and key functionalities. The project followed an iterative approach to incorporate real-world testing before full rollout.

Following this approach, the MVP was launched within three months, which allowed Romcim to quickly gauge adoption and refine features.

The Impact

The adoption of the Customer Portal delivered tangible results within months, including:

• 30%+ of orders placed online in under three months
• Real-time tracking & improved order accuracy that reduced logistics inefficiencies
• Greater customer autonomy which allows for seamless self-service order management
• Lower operational workload that translated to more time for Romcim teams to focus on strategic tasks

Moving from manual to digital workflows improved overall customer experience, while also cutting down on internal inefficiencies by eliminating repetitive processes.