Custom Order Management System

The business, operations and fulfilment teams did not have a common place to view and manage orders.

They were relying on the backend of the customer-facing platform, which was difficult for some users to navigate and created a risk of unintended changes.

As the business operated across multiple brands and regions, the teams needed a dedicated operational system that could provide a clearer view of orders and support the full order lifecycle.

The opportunity was to create a dedicated Order Management System that would give operations, fulfilment and customer care teams a single place to manage and track orders.

Conceptual product workflow — simplified to illustrate the operational lifecycle.

The OMS brought together order visibility, fulfilment, delivery, store operations, returns and payment-related processes into a single operational product.

Order visibility

Teams could view orders across multiple brands and regions and filter them based on relevant operational criteria.

Fulfilment & delivery

The system supported picksheet generation, packing, AWB generation, shipment processing, delivery tracking and delivery-status updates.

Routing

Automated routing logic helped determine the appropriate delivery partner based on order type, product type and defined delivery-partner quotas.

Returns & cancellations

Returns and cancellations were managed within the OMS, with payment integration supporting the relevant refund processes.

Click & Collect

Store teams could manage Click & Collect orders, mark orders as ready for collection, mark orders as collected, and accept returns of online orders when customers returned them to a store.

Customer care

Customer care agents could access live order information directly rather than waiting for updates from operations.

Payments

The OMS was integrated with the payment gateway to support settlement after shipment and refunds for returns and cancellations.

Conceptual product ecosystem

Illustrative view of the systems and external services involved; not the client's technical architecture.

1. 01

   Discovery→

2. 02

   Requirements→

3. 03

   Development→

4. 04

   Testing→

5. 05

   Business UAT→

6. 06

   Launch→

7. 07

   Continuous enhancement

The product was validated through active testing and business UAT before launch. I coordinated with stakeholders and delivery teams throughout the process and continued to support the product after production, including enhancements and fine-tuning.

The OMS was successfully launched and gave operations and fulfilment teams a dedicated place to manage and track orders across brands and regions.

By bringing order visibility, fulfilment workflows, delivery tracking and operational reporting into one system, the product helped reduce operational workload and make order management more structured and efficient.

Customer care teams were also able to access live order information directly rather than waiting for updates from operations.

1. Launch↓→
2. Operational feedback↓→
3. Enhancements↓→
4. Fine-tuning↓→
5. ↻

The OMS continued to evolve after launch rather than remaining a fixed implementation. The team added enhancements and new capabilities based on operational needs, including additional reporting and picksheet-generation functionality, along with ongoing workflow improvements and fine-tuning.

1. 1Complex operational products need workflows that work across different teams, not just individual features.
2. 2Integration requirements need to be understood from the perspective of the business process and user journey, not only the systems involved.
3. 3Launch is the beginning of product evolution; operational feedback and real-world usage continue to shape priorities and improvements.