Technical/Integration
Order Tracking Portal
Now Optics·2020
Situation
During COVID, order status data lived across multiple internal systems with no unified, customer-facing view. This made it difficult for customers to understand where their orders stood.
Task
Propose and lead the development of a new order tracking portal that consolidated status data from multiple systems via APIs and reduced support volume.
Action
- Mapped end-to-end order status flows across CRM, manufacturing labs, and web platforms
- Defined the tracking states and customer-facing messaging for each milestone
- Partnered with engineering to integrate multiple internal systems via APIs
- Translated complex system data into a simple, clear tracking experience
Result
Reduced customer support calls by 60% through self-service order tracking.
Artifacts
Sample artifacts that demonstrate the technical fluency behind this work.
Data Flow Diagram
CRM
→Order Management
→Manufacturing Labs
→Customer Portal
Consolidated multiple internal systems into a single customer-facing timeline.
API Mapping Table
| Source System | Key Fields | Purpose |
|---|---|---|
| CRM | Order ID, Customer Info, Status | Primary customer record and status anchor |
| Manufacturing Labs | Production Stage, ETA | Operational progress updates |
| Web Platform | Order Summary, Tracking Timeline | Customer-facing display |
| Notifications | Email/SMS Triggers | Proactive customer updates |
Key Learnings
- Clarity in status definitions prevents both customer confusion and internal rework
- Self-service features can unlock disproportionate support savings
- Mapping system flows early de-risks integration-heavy projects