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OMS

Collaborating w/

2 PD’s, 1 BA, 4 Dev's

A centralized solution designed to eliminate miscommunication, prevent duplicate orders, and empower sales teams with real-time tracking and approval workflows.

DEFINING PROBLEM

WHAT IS OMS?

Order Management System (OMS) is to streamline the inquiry, platter selection, pricing, and quotation process for bulk food and catering services. It ensures efficient order handling, real-time modifications, and seamless customer interactions while maintaining accurate pricing, approvals, and payment workflows.

RESEARCH & ANALYSYS

To understand the process and challenges, we conducted interviews with the sales team and operations team, along with gathering customer feedback. This helped us identify key pain points and areas for improvement in the overall order management experience.

IDEATION

We've identified a critical gap in how sales teams manage customer orders at Craft My Plate. The traditional process relied heavily on manual note-taking, lacked centralized tracking, and often led to miscommunication, duplicate orders, and inefficiencies across the sales cycle. To address this, we developed the Order Management System (OMS) a centralized internal tool that enables sales teams to digitally record, track, and manage every customer interaction and order step-by-step.

OMS introduces structured workflows for platter creation, quotation generation, and managerial approval, making the process seamless and consistent. We’ve also added real-time tracking and visibility into customer interactions, eliminating confusion across team members. With key features like draft saving, multi-platform access, and automated quotation sharing via PDF, WhatsApp, or web link, the OMS significantly improves operational efficiency.

These changes reduce communication errors, improve sales team performance tracking, and save time across departments transforming a previously fragmented process into a streamlined, accountable, and scalable solution.

DESIGN

PLATTER CREATION & REQUEST QUOTE

- Executives can build platters by adding items directly from the menu.
- With a large number of items and categories, users can easily search for item names to find and add them efficiently.
- Executives can view all items in a selected platter and remove or update them as needed.
- Executives can build platters by adding items directly from the menu.
- With a large number of items and categories, users can easily search for item names to find and add them efficiently.
- Executives can view all items in a selected platter and remove or update them as needed.
- Executives can review all selected items and order details before sending a quotation request to the manager.
- Executives can input the pricing for the order and submit it for managerial approval.
Once the executive sends a request to the manager, a confirmation popup appears to indicate the action.
- Executives can build platters by adding items directly from the menu.
- With a large number of items and categories, users can easily search for item names to find and add them efficiently.
- Executives can view all items in a selected platter and remove or update them as needed.
- Executives can build platters by adding items directly from the menu.
- With a large number of items and categories, users can easily search for item names to find and add them efficiently.
- Executives can view all items in a selected platter and remove or update them as needed.
- Executives can review all selected items and order details before sending a quotation request to the manager.
- Executives can input the pricing for the order and submit it for managerial approval.
Once the executive sends a request to the manager, a confirmation popup appears to indicate the action.
- Executives can build platters by adding items directly from the menu.
- With a large number of items and categories, users can easily search for item names to find and add them efficiently.
- Executives can view all items in a selected platter and remove or update them as needed.
- Executives can build platters by adding items directly from the menu.
- With a large number of items and categories, users can easily search for item names to find and add them efficiently.
- Executives can view all items in a selected platter and remove or update them as needed.
- Executives can review all selected items and order details before sending a quotation request to the manager.
- Executives can input the pricing for the order and submit it for managerial approval.
Once the executive sends a request to the manager, a confirmation popup appears to indicate the action.
- Executives can build platters by adding items directly from the menu.
- With a large number of items and categories, users can easily search for item names to find and add them efficiently.
- Executives can view all items in a selected platter and remove or update them as needed.
- Executives can build platters by adding items directly from the menu.
- With a large number of items and categories, users can easily search for item names to find and add them efficiently.
- Executives can view all items in a selected platter and remove or update them as needed.
- Executives can review all selected items and order details before sending a quotation request to the manager.
- Executives can input the pricing for the order and submit it for managerial approval.
Once the executive sends a request to the manager, a confirmation popup appears to indicate the action.

QUOTATION DETAILS

- Once a quotation is approved, it appears in the table, allowing the executive to view the quotation and its details.
- Executives and managers can track the status of all quotations along with complete order details.
- Executives can easily find specific quotations using the search bar and advanced filters.
- After opening the approved quotation, the executive can view the complete order pricing and details.
- The quotation can then be shared with the customer via a URL
- Once a quotation is approved, it appears in the table, allowing the executive to view the quotation and its details.
- Executives and managers can track the status of all quotations along with complete order details.
- Executives can easily find specific quotations using the search bar and advanced filters.
- After opening the approved quotation, the executive can view the complete order pricing and details.
- The quotation can then be shared with the customer via a URL
- Once a quotation is approved, it appears in the table, allowing the executive to view the quotation and its details.
- Executives and managers can track the status of all quotations along with complete order details.
- Executives can easily find specific quotations using the search bar and advanced filters.
- After opening the approved quotation, the executive can view the complete order pricing and details.
- The quotation can then be shared with the customer via a URL
- Once a quotation is approved, it appears in the table, allowing the executive to view the quotation and its details.
- Executives and managers can track the status of all quotations along with complete order details.
- Executives can easily find specific quotations using the search bar and advanced filters.
- After opening the approved quotation, the executive can view the complete order pricing and details.
- The quotation can then be shared with the customer via a URL

PAYMENT DETAILS

- Once a customer completes the payment, it is reflected in the Payment History along with its status.
- If the payment is pending or failed, the executive can follow up with the customer to ensure completion.
- This allows for easy tracking of all order payments.
- By clicking on the customer ID from the previous screen, the executive can view all associated payment details.
- Once a customer completes the payment, it is reflected in the Payment History along with its status.
- If the payment is pending or failed, the executive can follow up with the customer to ensure completion.
- This allows for easy tracking of all order payments.
- By clicking on the customer ID from the previous screen, the executive can view all associated payment details.
- Once a customer completes the payment, it is reflected in the Payment History along with its status.
- If the payment is pending or failed, the executive can follow up with the customer to ensure completion.
- This allows for easy tracking of all order payments.
- By clicking on the customer ID from the previous screen, the executive can view all associated payment details.
- Once a customer completes the payment, it is reflected in the Payment History along with its status.
- If the payment is pending or failed, the executive can follow up with the customer to ensure completion.
- This allows for easy tracking of all order payments.
- By clicking on the customer ID from the previous screen, the executive can view all associated payment details.

ORDER HISTORY

- Managers and stakeholders can easily track complete order history and monitor revenue generated.
- They can view today’s orders, monthly summaries, and order statuses — including pending, completed, or cancelled — helping users access key insights effortlessly.
- After opening the customer order, the executive can view the complete order details and status of the order.
- Executives can update the order status once the payment has been successfully completed.
- If a customer cancels the order or doesn't respond after a long period, the executive can cancel the order by providing a reason. This ensures other executives avoid wasting time following up with the customer.
- Managers and stakeholders can easily track complete order history and monitor revenue generated.
- They can view today’s orders, monthly summaries, and order statuses — including pending, completed, or cancelled — helping users access key insights effortlessly.
- After opening the customer order, the executive can view the complete order details and status of the order.
- Executives can update the order status once the payment has been successfully completed.
- If a customer cancels the order or doesn't respond after a long period, the executive can cancel the order by providing a reason. This ensures other executives avoid wasting time following up with the customer.
- Managers and stakeholders can easily track complete order history and monitor revenue generated.
- They can view today’s orders, monthly summaries, and order statuses — including pending, completed, or cancelled — helping users access key insights effortlessly.
- After opening the customer order, the executive can view the complete order details and status of the order.
- Executives can update the order status once the payment has been successfully completed.
- If a customer cancels the order or doesn't respond after a long period, the executive can cancel the order by providing a reason. This ensures other executives avoid wasting time following up with the customer.
- Managers and stakeholders can easily track complete order history and monitor revenue generated.
- They can view today’s orders, monthly summaries, and order statuses — including pending, completed, or cancelled — helping users access key insights effortlessly.
- After opening the customer order, the executive can view the complete order details and status of the order.
- Executives can update the order status once the payment has been successfully completed.
- If a customer cancels the order or doesn't respond after a long period, the executive can cancel the order by providing a reason. This ensures other executives avoid wasting time following up with the customer.

ANALYTICS

Managers and Admins have full access to comprehensive order analytics
They can monitor top-performing sales executives and analyze their order success ratios. Detailed graphs are available for each executive, providing deeper insights into individual performance and completed orders.
Additionally, the dashboard offers a quick overview of the most popular services and highlights the top reasons for order cancellations, enabling data-driven decision-making.

IMPACT

The new design has created an impact, it’s not the perfect design but we’re going towards a goal. We’ve achieved the goal and got some great insights from the users too..

72%

Faster quotation process, improving customer response time.

Reduced no. of errors by 58%

Boosted sales teams performance

Minimal

Learning

curve

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PROJECTS

PRE ORDER

POST ORDER

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