HydroQuip Customer Story | Nomad eCommerce
Customer Success Story
HydroQuip
Hydro Quip, based in Southern California, is a leading manufacturer and wholesale distributor of spa and hot tub parts. They serve licensed pool and spa professionals nationwide, offering their own branded components alongside OEM parts from Jacuzzi, Sundance, Coleman, and others.
ERP
ECI Macola
Industry
Spa and hot tub
Website
Pain Points Solved
- Limited ordering access and delays
- Manual order entry bottlenecks
- Lack of agility in meeting customer expectations
The Goal
Before working with Nomad and launching their eCommerce site, HydroQuip operated with a traditional, manual sales process. Their website hosted only a read-only PDF catalog, and all orders were handled through phone calls and emails to the order desk. This created daily bottlenecks—especially during peak season—and offered no flexibility for after-hours ordering.
“The order desk was slammed. If someone called in sick, it was panic mode,” said Rob Gonzalez. “We had people whose only job was taking calls and entering orders. It limited resources to tackle the projects we knew we needed to get done.”
Leadership recognized that to grow distribution and keep pace with competitors, they needed a true B2B eCommerce site—not just for convenience, but to reach more customers, streamline operations, and modernize the business.
Hydro Quip also faced increasing pressure from competitors who already had B2B eCommerce sites. “Our competitors had already established well-working B2B eCommerce websites, and we were working to catch up and make ours better and stronger,” Rob said. “We knew it was time to modernize—to reach more customers and sell more products.”
That meant investing in an eCommerce platform that could support detailed pricing tiers, complex shipping rules, and tools like a Parts Identifier that improves the customer experience by simplifying the ordering process and reducing errors.
“The order desk was slammed. If someone called in sick, it was panic mode. We had people whose only job was taking calls and entering orders. It limited resources to tackle the projects we knew we needed to get done.”
The Solution
Hydro Quip partnered with Nomad to launch a fully integrated eCommerce site connected to their ECI Macola ERP. Customers can now search by brand, browse product specs, and place orders 24/7.
All orders flow automatically to their warehouses, where orders are picked, packed, and shipped—without any manual entry.
Product Pricing and Accurate Shipping Estimates
Thanks to the direct integration with ECI Macola, the eCommerce site also reflects HydroQuip’s pricing structure, including multiple pricing tiers and special item-level pricing for specific customers.
“We have a good amount of pricing tiers, and even special pricing on certain heaters just for certain customers. The Nomad website pulls all that from Macola and gets it right. No issues.”
Hydro Quip’s checkout includes live UPS and USPS rates, with all orders routed directly into the ERP for fulfillment. A tiered freight program is also in place: smaller orders don’t receive a freight discount, mid-range orders qualify for flat-rate shipping, and larger orders ship free. The logic is built into the checkout process, applying the correct rate automatically based on order size and product eligibility.
Part Identifier Tool
The website also incorporated a unique Part Identifier tool that helps their customers identify unknown parts or components. The customer can upload a photo or file directly through the portal, which is routed to a technician for review. Once identified, the technician can respond with a direct link to the correct item—eliminating guesswork, reducing delays, and preventing costly misorders, especially for those working in the field.
The Results: More Orders, Less Friction, Happier Customers
Order volume and frequency increased within weeks of launch. Customers who previously placed occasional orders began ordering multiple times a week, taking advantage of 24/7 access. “People can now place orders over the weekend, and on Monday morning they’re already in the queue. They don’t have to wait until business hours or track down part numbers manually. ,” Rob stated, “The feedback’s been great—it’s just a lot smoother for our customers.”
Internally, the site has eased pressure on the order desk. With fewer calls and manual entries, staff has been able to take on long-overdue projects, and operations are less disrupted when someone is out.
As HydroQuip continues to refine the site, customer feedback plays a central role. Customer requests and suggestions are routed back to Nomad for implementation. The result is a site that continues to evolve with the needs of their customers. As Rob puts it, “When customers suggest features, I go back to the Nomad team, and it gets done.”
About Nomad eCommerce
Nomad eCommerce is a powerful B2B platform designed specifically for manufacturers, distributors, and wholesalers. Pulling data directly from the ERP and other necessary backend systems (CRM, legacy, third party), Nomad natively supports:
- Native, build-to-order product configurators
- Seamless account payment and reconciliation portals
- Complex customer pricing models
- Seamless checkouts and real-time shipping estimates
…and more.
All without workarounds, additional consulting fees, or third-party add-ons.
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