1. Introduction & Leadership Approach

Central Retail Vietnam, one of the largest retail corporations in the country, needed a scalable and automated Order Management System (OMS) for Sport and Lifestyle Department to streamline its e-commerce and omnichannel operations. The goal was to integrate and centralize order processing across multiple platforms, reduce order fulfillment delays, and improve customer experience.

The OMS project aimed to:
✅ Enhance customer engagement through a nationwide loyalty program across 87 stores, benefiting 5M+ users.
✅ Streamline order fulfillment by integrating Shopee, Lazada, TikTok, and e-commerce websites.
✅ Scale operations for high-volume transactions, handling 6,000+ daily orders and nearly 3 billion VND in peak sales revenue.
✅ Ensure system reliability & business scalability through automated workflows, real-time inventory updates, and cross-platform integration.

2. Problem Statement & Business Impact

The Problem Statement

• The existing manual order processing system was inefficient, leading to delays, errors, and operational bottlenecks.

• E-commerce operations for Supersport, Fitflop, and Crocs were expanding rapidly, but inventory, payment, and fulfillment processes were fragmented across multiple platforms (Shopee, Lazada, TikTok, and company websites).

• Peak sale events caused the system to crash or significantly slow down, impacting revenue and customer experience.

Business & User Impact

• 6,000+ daily orders were at risk of processing delays or fulfillment errors.

• Nearly 3 billion VND in revenue during peak sales needed a reliable, scalable infrastructure.

• Customer dissatisfaction & order cancellations due to inventory mismatches and slow order updates.

3. Research & Insights (Understanding the Problem)

User Research & Data Analysis

• Customer Service Feedback: Frequent complaints about order tracking delays and incorrect inventory information.

• Warehouse & Fulfillment Team Input: Inefficiencies in manual order processing, stock syncing issues, and return handling.

• Data-Driven Insights:

  • 65% of order issues stemmed from platform synchronization failures.

  • Order confirmation & fulfillment delays led to a 12% increase in cancellations.

Competitive Analysis

• Benchmarking Best Practices: Studied Amazon’s automated OMS and Shopify’s inventory tracking system to identify features for optimization.

• Market Trends: Increasing demand for seamless omnichannel order management and real-time inventory tracking.

Key Takeaways

• A centralized Order Management System was needed to unify all e-commerce platforms.

• Real-time inventory updates & automation would reduce processing errors.

• Scalability & performance optimization were crucial for handling peak traffic.

4. Solution & Execution (How We Solved It)

✅ Centralized Order Dashboard

Unified all orders from Shopee, Lazada, TikTok, and the company website into a single interface.

✅ Real-Time Inventory Synchronization

Automated stock updates across platforms to eliminate overselling and stock mismatches.

✅ Auto-Processing & Smart Order Routing

AI-driven order assignment to the nearest warehouse, reducing delivery times.

✅ Peak Load Optimization

Enhanced system architecture to handle 6,000+ orders daily without downtime.

✅ Return & Refund Automation

Integrated a seamless return and refund process to reduce customer complaints.

End-to-End Execution Process

📍 Project Initiation – Defined key objectives, stakeholders, and scope to ensure alignment.
📍 Planning – Developed a detailed roadmap, estimated technical and operational requirements, and outlined potential risks.
📍 Execution – Coordinated with engineering, UX, and business teams, ensuring timely delivery and smooth development.
📍 Testing & QA – Led User Acceptance Testing (UAT), resolved issues, and ensured compliance.
📍 Deployment & Go-Live – Launched the OMS, trained teams, and monitored real-time performance.
📍 Closure & Maintenance – Collected post-launch feedback, documented learnings, and ensured continuous improvement.