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Development of an Advanced Customer-Oriented Order and Return System

Overview

Our client an award-winning Singapore based home appliance brand decided to invest in innovation. Their existing order management system was complex and outdated. They needed a new and advanced solution to replace it. The client not only needed a responsive order management interface but also required a responsive dashboard to streamline the entire process. They were looking for a technology partner to transform their legacy system to a modern avatar. OrangeMantra has the right expertise in e-commerce development and related solutions.

Industry

Technology

Services

Dashboards & Analytics, eCommerce Solutions, Web Solutions

Our Process

Our e-commerce team created a transparent, efficient, and responsive order management system. The team adopted the latest industry trends and technologies to revamp the legacy platform. The presence of new order management system has improved usability. Sales team have complete access of order information directly from the portal. The solution has advanced search and filtering along with a user-friendly interface. It can track returns and is a single place to monitor orders. In addition, customers are supported with personalized eCommerce journey because data for their orders is shared in their personal accounts.

1

Product Management

Build a robust product management system supporting easy categorization, updating, and addition of latest products with detailed specifications and shipping details.

2

Ecommerce Integration

Implemented APIs to seamlessly connect the Order and Return System with the existing platform, ensuring fast updates on product availability, and pricing status.

3

Automated Order Processing

Next, we added an automated order processing workflow that helped in verification of payment details, managed inventory levels, and generated invoices in real-time.

4

User-Friendly Return

A user-friendly return added where customers could easily initiate returns, specify reasons, track the status of their returns, and receive automated refund updates.

The Problem

The outdated order management system caused several challenges for our client. One of them was no proper database of offline orders and returns in the system. This results into duplicate entries and confusion among sales team, as they could not keep track of orders and returns. Secondly, the presence of legacy system resulted into poor usability. This caused workflow disruptions, productivity concerns, and regular staff training. Lastly, the legacy system had no feature to customize orders and improvements were pending due to the high cost of development.

Our Role

  • Product Management
  • Ecommerce Integration
  • Automated Order Processing
  • User-Friendly Return

Project Challenges

1. Real-time Analytics

The real challenge was to build a system that provides real-time analytics and reporting, allowing client to track the performance of recovery and make strategies.

2. Security Concerns

Addressing security challenges related to the storage and sharing of sensitive customer information during the recovery process to ensure the data protection.

Results

We started with a minimum viable product (MVP) in three months. Then we spent two more months to build the whole platform and support it. Our data-driven approach ensured a customer-oriented order and return management system is developed. With development of new platform, our client saved on the existing infrastructure, licensing and support, and overall maintenance. With a simple interface, the client can now focus on core business operations and properly manage them to gain a competitive benefit in terms of customer acquisition. Thanks to our experts, the client expanded their digital presence to provide better services for their end-users. Their internal teams can easily manage orders and return process for optimized business performance.

1. Streamlined Operations

The Order and Return System assisted client to streamline order processing, lower manual errors and improve the efficiency of business operations.

2. Enhanced Customer Satisfaction

The user-friendly return process and timely support enhanced customer satisfaction by providing a transparent and hassle-free experience.

3. Faster Return Processing

Automation features helped client to speed up the return process required to process returns, allowing instant refunds or replacements with minimum inconvenience.

Our clients absolutely love us

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