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Industrial & Equipment · Customer story

Spring peak handled without adding headcount.

Concrete Countertop Solutions sells DIY concrete kits and wholesale to Pool Corp, White Cap, and Heritage. Manual PO entry was tying up two customer service reps through the spring peak. PDF to Order changed that.

The numbers
150
POs per month from wholesale distributors, now automated
2
Customer service reps freed from manual PO entry
3
Major distributors handled (Pool Corp, White Cap, Heritage)
April
Spring peak now absorbed without added headcount
01The Challenge

Spring is coming, and the work doesn't scale.

Concrete Countertop Solutions (CCS) is a Pennsylvania-based maker of DIY decorative concrete kits, known for the Z Counterform and Z Poolform systems. CCS runs a fast-growing Shopify Plus business with both direct-to-consumer and wholesale distribution channels, and the wholesale side is where the order intake problem lives.

Roughly 150 POs a month arrive from wholesale distribution accounts including Pool Corp, White Cap, and Heritage, plus a Canadian distributor that adds its own format complexity. Two customer service reps handle that intake. Each PO has to be read, matched against the catalog, structured into a Shopify draft order, and pushed through.

The hard part is the calendar. CCS has a clear seasonal peak that starts in April. The team headcount does not flex with the season, but the order volume does. The choice was the choice every operations leader knows: hire seasonal CSRs, push the existing team harder, or find a way to move the manual work off them entirely.

  • ~150 wholesale POs per month flowing through manual entry
  • Two CSRs absorbing the full intake load
  • Major distributor accounts (Pool Corp, White Cap, Heritage) each with their own PO format
  • Canadian distributor adding cross-border format complexity
  • April-onward seasonal peak with no headcount flex
02The Solution

A tool the team chose, after evaluating the alternatives.

CCS found LevelOps the same way more and more B2B operators are finding software now: through AI search. Ryan Neuville, the Director of Operations, surfaced PDF to Order via a Gemini search and brought it in for evaluation. After running through the free credits to test real PO formats, CCS upgraded to a pay-as-you-go plan on April 30, 2026, lining up the rollout with the start of the spring peak.

The rollout has been collaborative. The LevelOps team set up a recurring weekly check-in with Ryan to tune the tool against real-world PO formats as they come in. The roadmap item Ryan was most excited about, customer-specific business rules that let merchants encode the tribal knowledge their CSRs carry in their heads, is on the near-term roadmap and Ryan will be one of the first to use it when it ships.

  • AI search discovery, evaluated against alternatives before commit
  • Pay-as-you-go entry plan, sized to test real-world volume
  • Weekly check-in cadence between Ryan and the LevelOps team
  • Early access lined up for customer-specific business rules (merchant-trainable AI)
03The Results

Spring peak, handled.

PDF to Order went live in time for CCS's seasonal peak. The two customer service reps who used to absorb manual PO entry are now reviewing AI-generated draft orders rather than building them from scratch. The intake step is no longer the rate limiter for how fast CCS can move wholesale orders through.

The deeper result is structural. CCS now has a path to absorb peak-season order volume without adding headcount, and a working AI workflow that the team will keep tuning as new distributor formats show up.

  • Spring peak (April onward) handled with existing team
  • Manual PO entry shifted from "doing the work" to "reviewing the work"
  • Working partnership in place with weekly tuning cadence
  • Roadmap visibility into upcoming features Ryan specifically asked for
"
Found LevelOps via Gemini search, ran the free credits across our real POs, and upgraded the same week. Two of my CSRs went from doing the work to reviewing the work. The weekly tuning calls with the LevelOps team have been the difference.
Ryan Neuville
Director of Operations, Concrete Countertop Solutions
The product behind this story

PDF to Order for Shopify.

Forward a customer PO. Get back a validated Shopify draft order in seconds. 14-day free trial.

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