# Simplifying a complex booking system with a bespoke platformw

### Simplifying a complex booking system with a bespoke platform

Bespoke Solutions, Website Development

- 2,000+ Project hours
- 135+ Customer journey touchpoints unified
- 25+ Stakeholders aligned

### The Challenge.

Oxford Direct Services (ODS) needed to modernise how customers booked waste services. Their process was still largely phone-based, creating friction for customers and operational teams.

The solution was a platform that could future-proof their service model, streamline complex operational workflows and raise the standard of customer experience. All while staying true to their purpose: cleaner, greener, community-focused services. With h2o creative's B Corp accreditation and shared commitment to social impact, the partnership felt right from the start.

### Our Approach.

**Discovery that set a new direction**

Our one-month discovery phase established the blueprint for OXWaste. We identified user needs, operational requirements and technical foundations to future-proof ODS's services. Over 20 hours of close collaboration brought both teams to a clear, shared vision for how the platform should look, feel and function. Everything that followed was built on that foundation.

**A bespoke platform built around operational complexity**

The build was entirely bespoke, designed to simplify the complex nature of ODS's service delivery. The experience serves households and businesses with equal clarity. Behind the scenes, the system integrates tightly with Workbooks CRM, supporting intricate scheduling of vehicles and operatives, and delivers a transparent, intuitive checkout.

Ionic thinking shaped the approach throughout: AI-accelerated, human-directed workflows across design, content creation and development helped speed delivery and drive cost efficiencies. The final platform comprised 92,511 lines of code, running on a scalable server configuration, with complex API integrations and secure payment via Stripe, Apple Pay and Google Pay.

**Delivered in phases (and ahead of schedule)**

We released the project in two phases. The operational backend came first, letting ODS teams test and verify real booking flows. The customer-facing front end followed after rounds of detailed testing. The entire project was delivered in just over four months, a full month earlier than planned, despite deeper technical requirements emerging during development.

OXWaste launched as a cleaner, smarter and more transparent way for Oxford residents and businesses to book waste services online. The platform enables faster self-serve booking, more efficient operations and a modern customer experience that will scale as ODS expands its digital capabilities.

The platform marks a significant step in ODS's digital transformation, delivered against real technical complexity rather than a simple brief.

## The Results

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#### Delivered ahead of schedule.

The entire project was delivered in just over four months, a full month earlier than initially planned.

#### Complexity at scale.

More than 2,000 project hours brought together 135+ customer journey touchpoints and aligned over 25 stakeholders.

#### Integrated platform.

OXWaste integrated with WorkBooks CRM to support complex scheduling, along with secure payments through Stripe, Apple Pay and Google Pay.

#### Digital transformation.

OXWaste moved a largely phone-based booking process to one seamless, integrated ordering experience for residents and businesses.

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**get in touch**

### Ready to be our next success story?

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Source: https://h2o-creative.com/case-studies/ods-bespoke-booking-platform
Publisher: h2o creative (https://h2o-creative.com)
Description: How h2o creative built OXWaste, a bespoke online waste booking platform for Oxford Direct Services, integrated with WorkBooks CRM and delivered a month ahead of schedule.

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