About Project

PWA for A Chain Store of Eyewear

Client Location: India

Project Duration: 2 Months

Services Provided: Product Discovery , Prototyping , UI/UX Design , Front-End Development , Back-End Development

Team: 4 Software Developers, 1 UX/UI Designer, 1 QA Engineer,1 DevOps Engineer, 1 Project Manager

Technology Stack: Laravel, HTML, CSS, JavaScript

Project Overview

Background

Tulsi Optical is a well-established eyewear and sunglasses retailer in Rajkot, India. Known for its wide product range and commitment to customer service, Tulsi Optical faced growing challenges in managing operations efficiently across its multiple branches.

The team relied heavily on manual processes and internal communication to track order progress. This led to delays, miscommunication, and frequent customer inquiries regarding order status. Customers often had to call the store multiple times to get updates, while employees struggled to stay aligned on pending tasks.

The client envisioned a centralized, responsive web application that would:

· Give team members instant access to order information.

· Provide customers with a transparent and self-service tracking option.

· Lay the foundation for a scalable solution that could evolve with feedback.

The goal was to launch a functional MVP within 2 months, addressing the most critical operational pain points while keeping room for future enhancements.

Pain Points

Business Challenges

Cross-Platform Compatibility

Develop a responsive web application that functions seamlessly across both mobile and desktop devices.

Task Management for Team Members

Implement user-friendly features that enable team members to efficiently manage their order-related tasks.

Customer Order Tracking

Provide customers with the ability to view their order status in real-time, enhancing transparency and customer satisfaction.

Role-Based Access Control

Introduce role-based permissions so that team members can only access and manage the orders they are responsible for.

Advanced Search Functionality

Integrate a flexible and intuitive search system to quickly locate specific orders or customer details.

Ticket Management System

Assign unique serial numbers to each order or support ticket to streamline tracking and resolution.

Our Impact

Value Delivered

Centralized Operations:

Team members across three branches now have a single platform for all order-related tasks, reducing confusion and delays.

Efficiency Boost:

Role-based access and workflow automation eliminated redundant communication and made processes faster.

Customer Convenience:

Order tracking links via WhatsApp and SMS drastically reduced the volume of customer calls.

Smarter Finance:

Detailed material usage analytics provided admins with better inventory control and cost insights.

The Solution

Solution delivered

Enhanced UI/UX

We created a modern and intuitive system that simplifies order management while keeping the user experience smooth and enjoyable. The entire process is digitized—starting from order placement to final feedback collection.

The interface is designed in such a way that even non-technical staff can easily navigate through the app without confusion. Clear buttons, guided flows, and logical stage-wise transitions help employees finish tasks faster and with fewer errors. For customers, the tracking interface is simple, mobile-friendly, and designed to provide real-time visibility into their order journey. This not only improves internal efficiency but also builds trust with customers by making them feel connected and informed.

Role-Based Access Control

Managing orders across 11 different stages requires coordination among several departments. Each stage involves a unique responsibility, warehouse checks, lens fitting, quality assurance, and customer communication.

To make this process efficient, we implemented role-based access. Every employee has a tailored dashboard that only shows tasks relevant to their role. For example, a warehouse manager only sees inventory-related tasks, while a sales executive focuses on customer orders and updates. This eliminates confusion, reduces mistakes, and ensures accountability. As soon as one team member completes their task, the order is automatically passed on to the next person in the chain, creating a well-orchestrated workflow.

Branch Management

Tulsi Optical operates across three branches with a mix of dedicated and shared staff. Without proper branch-level management, responsibilities can overlap and lead to delays

Our solution allows administrators to define branch-specific roles and assign access accordingly. If an employee works at one location only, they will see tasks for that branch alone. For shared staff (like quality managers or sales heads), the system intelligently consolidates data across branches so they can manage orders centrally. This ensures smooth coordination, prevents duplicate work, and keeps operations transparent across all locations.

Multiple Order Types

Since Tulsi Optical deals with both glasses and lenses, the order flow for each product type is unique. Glasses may require additional steps such as frame fitting or multi-coating, while lenses have different quality checks and packaging processes.

We built the system to recognize the category of each order and automatically adjust the workflow stages. Employees no longer have to manually figure out what comes next, the app guides them with the right steps for each order type. This reduces errors, speeds up processing, and guarantees that no critical step is skipped for either product line.

Detailed Order Information

One of the key challenges optical stores face is capturing and remembering special customer requirements. A small detail like “anti-glare coating” or “urgent delivery for a wedding” can easily be forgotten when handled manually.

Our solution addresses this by allowing staff to upload images, handwritten notes, and even audio instructions directly with each order. These attachments remain linked throughout the workflow, so every team member is aware of specific requests. This ensures personalized service, fewer mistakes, and higher customer satisfaction.

Ticketing System

Every order receives a unique serial number, which acts like a digital fingerprint for that purchase. This number is not just stored in the system but is also physically attached to the ordered item in the form of a printed ticket.

This makes it easy for employees across different departments to identify, track, and manage orders without confusion. Whether it’s the fitting team, the QA team, or the delivery staff, everyone refers to the same ticket number, ensuring there is no duplication or mismatch in processing.

Real-Time Order Tracking (Internal)

Employees and managers can track every stage of an order’s progress in real time. Instead of sending internal messages or asking colleagues for updates, staff can simply check the order status in the app.

This creates transparency across departments. For example, a sales executive can quickly see if an order has passed QA before promising delivery timelines to a customer. Managers, too, can monitor bottlenecks, like if too many orders are stuck in the same stage, and take corrective actions instantly.

Customer-Friendly Tracking

Earlier, Tulsi Optical spent a lot of time answering customer calls regarding order status. This not only consumed staff time but also frustrated customers who expected quick answers.

We solved this by providing real-time tracking links via WhatsApp and SMS whenever an order is placed. Customers can now check the status anytime without calling the store. The tracking page shows a stage-wise progress bar that builds confidence and reduces anxiety about delivery. This feature has greatly improved customer satisfaction while freeing up valuable staff time.

Financial Management

A significant part of Tulsi Optical’s business involves managing the cost of lenses and glasses used for each order. Without a structured system, this was difficult to track.

We added a feature where employees can upload glass usage images linked to specific orders. This not only helps verify which materials were used but also builds a record for future audits. On the backend, admins can generate reports by month, branch, or product type to understand material usage trends, optimize inventory, and control expenses more effectively.

Automated Customer Reminders

Once an order is ready for pickup or delivery, the customer receives an instant notification via WhatsApp and SMS. The message includes order details and instructions for collection, courier, or delivery, depending on the customer’s preference.

This automation reduces manual follow-ups and ensures customers are informed the moment their order is completed. It also creates a more professional impression, as customers receive timely updates without needing to reach out themselves.

Feedback Reminders for Store Managers

Customer feedback is crucial for improving service quality, but busy store managers often forget to follow up. Our system solves this with automated feedback reminders.

After a predefined number of days (depending on the order type), the app notifies store managers to reach out to customers for feedback. Managers can update the status once feedback is collected, creating a record of customer experiences. This feature helps Tulsi Optical maintain long-term customer relationships and continuously improve service quality.

Advanced Search & Quick Access

In a fast-paced retail environment, the ability to retrieve order details instantly is critical. We designed an advanced search function that allows staff to find orders using either the ticket number or customer mobile number.

This is especially useful for handling urgent requests like emergency deliveries or last-minute inquiries. Instead of going through piles of paperwork or waiting for backend staff, the order information is available at their fingertips within seconds.

“ This product has been instrumental in improving my daily operations. Its comprehensive features have simplified complex tasks, saving me valuable time. The support team has been attentive and knowledgeable, ensuring a smooth experience. I'm impressed by its performance and versatility. ”

Hiren Sejpal

Owner of Tulsi Optical

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Case Study : Tulsi Optical

PWA for A Chain Store of Eyewear

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