Optical Business Workflow

CAAD ERP’s Optical Management System is designed to streamline your entire business operation from customer walk-in to final delivery and follow-up. This guide covers the complete workflow for optical retail businesses.

These workflows represent best practices for optical businesses. Customize them to match your specific operational requirements.

Complete Customer Journey

Customer Registration

New customer walks in or returns for service. Create or retrieve their profile with complete demographic and contact information.

Eye Examination

Optometrist performs eye examination and enters prescription details into the system with visual acuity measurements.

Product Selection

Customer browses frames and lenses. Sales staff uses the system to check inventory, show product details, and suggest suitable options.

Order Creation

Create sales order linking customer, prescription, selected frame, lens specifications, and any coatings or add-ons.

Payment Processing

Process payment (full or deposit) through the POS system with multi-payment support.

Lab Order (if needed)

Submit lens order to lab with complete specifications. Track manufacturing progress.

Order Fulfillment

Receive lenses from lab, assemble spectacles, perform quality check, and update order status to “Ready for Pickup.”

Customer Notification

Automatically send WhatsApp/SMS notification that order is ready for collection.

Delivery & Fitting

Customer collects order. Staff performs fitting adjustments and provides care instructions.

Follow-up

Schedule follow-up reminders for adjustment visits, annual checkups, and contact lens reorders.

Daily Operations Workflow

Morning Store Opening

System Login

Staff members log in with individual credentials to start their shift.

POS Preparation

Open cash drawer, count opening float, and record in the system.

Order Review

Review pending orders, check lab order statuses, and prepare items ready for customer pickup.

Appointment Check

Review scheduled appointments for eye examinations and fittings.

Customer Walk-In Process

New Customer Registration

Customer Profile Creation

const newCustomer = {
  first_name: "John",
  last_name: "Doe",
  mobile: "+1-555-0123",
  email: "[email protected]",
  date_of_birth: "1985-06-15",
  address: {
    street: "123 Main St",
    city: "Springfield",
    state: "IL",
    zip: "62701"
  },
  insurance: {
    provider: "Vision Care Plus",
    policy_number: "VCP-789456"
  },
  marketing_consent: true
};

Capture email and mobile number for order notifications and marketing communications. Always ask for marketing consent.

Existing Customer Lookup

Search by name, mobile number, or customer ID
View complete profile with prescription history
Check previous purchases and preferences
Review outstanding balances or loyalty points

Eye Examination Workflow

Pre-Examination

Review patient’s medical history, current prescription, and any complaints or concerns.

Vision Assessment

Conduct visual acuity test, refraction, and other diagnostic procedures.

Prescription Entry

Enter new prescription into the system with all power specifications.

Right Eye (OD): SPH -2.50, CYL -0.75, AXIS 180, ADD +1.75
Left Eye (OS):  SPH -2.25, CYL -0.50, AXIS 175, ADD +1.75
PD: 63mm
Prescriber: Dr. Smith
Date: 2026-03-07
Valid Until: 2027-03-07
Notes: Patient reports digital eye strain

Recommendations

Document recommended lens types, coatings (anti-reflective, blue light filter), and follow-up schedule.

The system automatically saves prescription history with timestamps and prescriber information for complete audit trails.

Sales Order Creation

Product Selection

Customer selects frame from inventory. Scan barcode to add to order.

Frame Selection

{
  barcode: "FR-RAY-RB5154-52-2000",
  brand: "Ray-Ban",
  model: "RB5154",
  color: "Black",
  size: "52-21-145",
  price: 150.00
}

Lens Configuration

Select lens type and specifications based on prescription.

Lens Type: Single Vision / Bifocal / Progressive
Material: CR-39 / Polycarbonate / High-Index 1.67 / Trivex
Coatings: Anti-Reflective / Scratch-Resistant / UV Protection / Blue Light Filter
Tint: Clear / Photochromic / Polarized / Solid Tint

Add-ons & Accessories

Add case, cleaning kit, or extended warranty.

Apply Discounts

Apply any promotional discounts, coupons, or loyalty points.

Review & Confirm

Review complete order with customer, confirm delivery timeframe, and create sales order.

Payment Processing

Full Payment

Customer pays the entire amount at time of order. Generate invoice and receipt.

Deposit Payment

Customer pays partial amount (e.g., 50%) as deposit. Balance due at pickup.

Split Payment

Customer pays using multiple methods (e.g.,

100 cash +

150 credit card).

Insurance Billing

Process insurance claim and collect customer co-pay amount.

Payment Processing Example

const payment = {
  order_id: "ORD-2026-0307-001",
  total_amount: 450.00,
  payments: [
    {
      method: "cash",
      amount: 100.00,
      received_by: "User-05"
    },
    {
      method: "credit_card",
      amount: 350.00,
      card_type: "Visa",
      last_four: "4242",
      received_by: "User-05"
    }
  ],
  balance_due: 0.00,
  status: "paid_in_full"
};

Lens Lab Order Workflow

Creating Lab Orders

Generate Lab Order

System automatically creates lab order from sales order with prescription and lens specifications.

Add Manufacturing Details

Specify additional parameters:

Frame measurements (A, B, DBL, ED)
Mounting type (Full rim / Semi-rimless / Rimless)
Special instructions

Select Lab & Submit

Choose preferred lens lab and submit order electronically or print order form.

Track Progress

Monitor lab order status updates:

Submitted - Order sent to lab
Acknowledged - Lab confirmed receipt
Processing - Lenses being manufactured
Quality Check - Lab inspection
Shipped - Dispatched to store
Received - Arrived at store

Receiving Lab Orders

Lab Order Receipt

const labOrderReceipt = {
  lab_order_id: "LAB-2026-0307-015",
  received_date: "2026-03-10",
  received_by: "User-03",
  items: [
    {
      lens_type: "Progressive",
      quantity: 1,
      od_power: { sph: -2.50, cyl: -0.75, axis: 180, add: 1.75 },
      os_power: { sph: -2.25, cyl: -0.50, axis: 175, add: 1.75 },
      coating: "Premium AR + Blue Light",
      verified: true
    }
  ],
  quality_check_passed: true,
  ready_for_assembly: true
};

Always perform quality verification on received lenses before assembly. Check power specifications match the prescription.

Inventory Management Workflow

Stock Reception

Create Purchase Order

Generate PO for supplier order with expected delivery date.

Goods Receipt

When shipment arrives, scan barcodes to receive items into inventory.

Quality Inspection

Verify item condition, check for damages, and confirm quantities match PO.

Inventory Update

System automatically updates stock levels upon goods receipt confirmation.

Physical Stock Count

Initiate Stock Count

Create new stock count session in the system for specific location and date.

Scan Items

Use mobile device to scan barcode/QR code of each frame and item in store.

Compare Counts

System compares scanned quantities against system records and highlights discrepancies.

Investigate Variances

Review items with count differences - check for mislabeled items, mis-scans, or actual losses.

Adjust Inventory

Make inventory adjustments with reason codes (shrinkage, damage, count error, etc.).

Schedule cycle counts for high-value designer frames monthly and complete annual physical counts for all inventory.

Reorder Management

Reorder Alert

const reorderAlert = {
  product_id: "FR-OAK-9013",
  product_name: "Oakley Frogskins",
  current_stock: 2,
  reorder_level: 5,
  reorder_quantity: 12,
  preferred_supplier: "Luxottica",
  status: "below_reorder_level",
  action: "create_purchase_order"
};

Customer Relationship Management Workflow

Automated Notifications

Order Ready

Trigger: Order status changes to “Ready for Pickup”Message: “Hi [Name], your prescription glasses are ready for collection at [Store]. Visit us at your convenience. - [Store Name]”

Contact Lens Expiry

Trigger: 30 days before prescription expiryMessage: “Your contact lens prescription expires on [Date]. Schedule an eye exam to renew and reorder your lenses.”

Annual Checkup

Trigger: 11 months after last eye examMessage: “It’s time for your annual eye examination! Book your appointment with Dr. [Name] today.”

Birthday Greeting

Trigger: Customer’s birthdayMessage: “Happy Birthday [Name]! Enjoy 20% off your next purchase. Valid for 30 days. - [Store Name]“

Marketing Campaigns

Define Target Audience

Segment customers by criteria:

Last purchase date (e.g., no purchase in 6 months)
Product preferences (e.g., sunglasses buyers)
Demographics (e.g., age 40+ for progressives)
Loyalty tier (e.g., VIP customers)

Create Campaign

Design promotional message with:

Compelling subject line
Clear offer details
Call-to-action
Validity period

Choose Channel

Select communication method: WhatsApp, SMS, Email, or combination.

Schedule & Send

Schedule campaign for optimal timing (e.g., Friday morning) and send.

Track Results

Monitor campaign performance: delivery rate, response rate, and sales generated.

End-of-Day Workflow

Closing Procedures

Complete Pending Transactions

Ensure all sales orders and payments are processed and saved.

Cash Reconciliation

Count cash drawer and reconcile against system records.

Cash Reconciliation

{
  opening_float: 200.00,
  cash_sales: 850.00,
  expected_closing: 1050.00,
  actual_counted: 1048.00,
  variance: -2.00,
  variance_reason: "Change shortage"
}

Review Daily Reports

Generate and review:

Daily sales summary
Payment method breakdown
Top-selling products
Outstanding orders

Backup Data

Ensure cloud backup is complete (automatic in cloud-based systems).

Prepare for Next Day

Review next day’s appointments and pending order pickups.

Returns & Exchanges Workflow

Processing Returns

Retrieve Original Order

Look up original sales order using order number or customer details.

Verify Return Policy

Check return eligibility (within return window, condition requirements, etc.).

Create Return Transaction

Generate return order linked to original sale with reason code:

Defective product
Wrong prescription
Customer preference
Fitting issues

Process Refund or Exchange

Issue refund to original payment method or create exchange order for replacement item.

Update Inventory

Return item to inventory (if saleable) or mark as damaged/defective.

Maintain clear return policies and train staff on procedures to ensure consistent customer experience.

Reporting & Analytics Workflow

Weekly Performance Review

Sales Analysis

Review week-over-week sales trends, identify growth or decline patterns.

Inventory Review

Check fast-moving and slow-moving items, plan promotional strategies.

Staff Performance

Analyze sales by staff member, calculate commissions.

Customer Insights

Review new customer acquisition, repeat customer rate, and average order value.

Monthly Business Review

Financial Performance

Total revenue vs. target
Gross profit margin
Operating expenses
Net profit

Inventory Health

Inventory turnover ratio
Dead stock identification
Stock aging analysis
Reorder accuracy

Customer Metrics

Customer acquisition rate
Retention rate
Lifetime value
Net Promoter Score

Operational Efficiency

Average order processing time
Lab order turnaround time
Return/exchange rate
Staff productivity

Multi-Location Workflow

Inter-Store Transfers

Check Stock at Other Locations

Customer wants item not available at current store. Check inventory at other locations.

Create Transfer Order

Generate transfer order from source store to destination store.

Ship Item

Source store packs and ships item, updates transfer status to “In Transit.”

Receive Transfer

Destination store receives item and confirms receipt in system.

Complete Sale

Item becomes available in destination store inventory for customer purchase.

Centralized Reporting

Multi-Location Report

const consolidatedReport = {
  report_type: "sales_summary",
  period: "2026-03-01 to 2026-03-07",
  locations: [
    {
      store_id: "STORE-001",
      store_name: "Downtown",
      sales: 15420.00,
      orders: 58,
      avg_order_value: 265.86
    },
    {
      store_id: "STORE-002",
      store_name: "Mall Location",
      sales: 22350.00,
      orders: 87,
      avg_order_value: 256.90
    },
    {
      store_id: "STORE-003",
      store_name: "Airport",
      sales: 18900.00,
      orders: 45,
      avg_order_value: 420.00
    }
  ],
  total_sales: 56670.00,
  total_orders: 190,
  overall_avg: 298.26
};

Best Practices

Data Entry Accuracy

Double-check prescription values before saving
Scan barcodes instead of manual entry when possible
Verify customer contact information at each visit

Customer Communication

Set customer expectations on delivery timeframes
Provide order confirmation with details
Send proactive updates on order status

Inventory Control

Conduct regular cycle counts
Investigate variances immediately
Set appropriate reorder levels based on sales velocity

Staff Training

Train all staff on system workflows
Create role-specific checklists
Regular refresher training on new features

Create standard operating procedures (SOPs) for each workflow and train staff consistently to ensure quality service delivery.

Troubleshooting Common Issues

Order Delays

Issue: Lab order taking longer than expected Solution:

Check lab order status in system
Contact lab directly for update
Communicate revised timeline to customer
Offer alternative if urgent (different lens type, loaner frames)

Inventory Discrepancies

Issue: Physical count doesn’t match system Solution:

Re-scan items to verify count accuracy
Check for recent transactions not yet synced
Look for items in wrong location
Review recent transfer orders
Adjust inventory with documented reason

Payment Issues

Issue: Credit card payment declined Solution:

Verify card details entered correctly
Ask customer to try different payment method
Accept deposit to hold order, complete payment later
Document partial payment and balance due

Never proceed with order fulfillment until payment is confirmed or approved credit terms are in place.

Point of Sale

E-Commerce

ERP System

Attendance Management

Optical Management

Inventory Management

​Optical Business Workflow

​Complete Customer Journey

​Daily Operations Workflow

​Morning Store Opening

​Customer Walk-In Process

​New Customer Registration

​Existing Customer Lookup

​Eye Examination Workflow

​Sales Order Creation

​Payment Processing

Full Payment

Deposit Payment

Split Payment

Insurance Billing

​Lens Lab Order Workflow

​Creating Lab Orders

​Receiving Lab Orders

​Inventory Management Workflow

​Stock Reception

​Physical Stock Count

​Reorder Management

​Customer Relationship Management Workflow

​Automated Notifications

Order Ready

Contact Lens Expiry

Annual Checkup

Birthday Greeting

​Marketing Campaigns

​End-of-Day Workflow

​Closing Procedures

​Returns & Exchanges Workflow

​Processing Returns

​Reporting & Analytics Workflow

​Weekly Performance Review

​Monthly Business Review

Financial Performance

Inventory Health

Customer Metrics

Operational Efficiency

​Multi-Location Workflow

​Inter-Store Transfers

​Centralized Reporting

​Best Practices

Data Entry Accuracy

Customer Communication

Inventory Control

Staff Training

​Troubleshooting Common Issues

​Order Delays

​Inventory Discrepancies

​Payment Issues

​Next Steps

Overview

Features

Build docs developers (and LLMs) love

Optical Business Workflow

Complete Customer Journey

Daily Operations Workflow

Morning Store Opening

Customer Walk-In Process

New Customer Registration

Existing Customer Lookup

Eye Examination Workflow

Sales Order Creation

Payment Processing

Lens Lab Order Workflow

Creating Lab Orders

Receiving Lab Orders

Inventory Management Workflow

Stock Reception

Physical Stock Count

Reorder Management

Customer Relationship Management Workflow

Automated Notifications

Marketing Campaigns

End-of-Day Workflow

Closing Procedures

Returns & Exchanges Workflow

Processing Returns

Reporting & Analytics Workflow

Weekly Performance Review

Monthly Business Review

Multi-Location Workflow

Inter-Store Transfers

Centralized Reporting

Best Practices

Troubleshooting Common Issues

Order Delays

Inventory Discrepancies

Payment Issues

Next Steps