Michal spoke with Rob Tigwell, CTO of OrderEase (also known as Border Inc.), to understand how embedded document automation has transformed their platform and customer onboarding processes. OrderEase offers a B2B order management system for manufacturers and distributors, connecting ERP and accounting systems to a wide network of external sales channels such as Wayfair, Walmart, Home Depot, and Amazon.
The Challenge: Delivering EDI-Compliant Documents at Scale
Before PDF Generator API, OrderEase used a rudimentary PDF solution that lacked editing functionality and flexibility. “We parse PDFs and turn them into structured JSON for intake. But we also needed to generate shipping labels and packing slips formatted for EDI compliance,” Rob explained. Label sizes varied based on printers and trading partner requirements, requiring a tool that could handle unusual layouts.
Their needs expanded beyond standard shipping documents. “We print invoices, packing slips, credit notes, barcode sheets, remittance advices, PO changes… basically anything related to order documentation,” Rob said.
The Solution: Embedded Template Editor for Flexible Document Control
OrderEase began using PDF Generator API over four years ago and later integrated the embedded template editor directly into their application. “We created core default templates. Customers can copy and edit those defaults within our interface, with all data bindings intact,” Rob explained.
This flexibility enables technically savvy customers to self-serve while the OrderEase team can still support users who prefer not to manage their own templates. “Some customers manage everything themselves. Others hand everything off to our support team. We support both.” said Rob.
The Impact: Faster Onboarding, Better User Experience
By embedding the editor, OrderEase saw a reduction in customer support workload during onboarding. “It probably saves us around six hours of support time per onboarding,” Rob noted. “It also boosts our image—customers see that they can self-manage templates, even if they don’t.”
It probably saves us around six hours of support time per onboarding.
— Rob Tigwell, CTO, OrderEase
Internally, the embedded editor provides confidence and efficiency: “Our staff knows they’re in the customer’s account. They can modify templates quickly without going through third-party tools.”
Stability & Product Stickiness
Rob praised the platform’s stability: “We haven’t had to touch our integration in years. That’s a big win.” And despite a few requests—like customizing the embedded editor’s background color—he shared no major technical frustrations. “It’s a Ferrari. We’d just like to change the color.”
OrderEase has no plans to switch by now: “We’re pretty married into your system. We haven’t gone shopping. We don’t feel the need.”
Conclusion
OrderEase’s integration with PDF Generator API demonstrates how document automation can be embedded directly into a broader SaaS ecosystem. The result: faster onboarding, flexible user control, and a more professional product offering.
Even if the customer doesn’t touch the editor, seeing it embedded in our interface makes us look stronger technically. It’s a big step forward.
— Rob Tigwell, CTO, OrderEase
