Diahart enhances custom jewellery order management with Zoho Creator

The company

Diahart is a premium lab-grown diamond jewellery brand based in Chennai, specializing in customized, made-to-order designs. The company operates with both ready-stock and custom orders, sourcing diamonds from Mumbai while working with multiple manufacturing units across cities.

Unlike traditional retail models that rely heavily on ready inventory, Diahart handles a large volume of custom orders. Each order moves through several stages, starting from design and approvals to diamond sourcing, manufacturing, quality checks, and certification before it reaches the customer.

This multi-step process involves coordination between Diahart, diamond procurement teams in Mumbai, and other manufacturing units. As order volumes increased, managing this flow efficiently became critical.

The challenges

Before implementing Zoho Creator, Diahart managed its entire order lifecycle through WhatsApp, phone calls, and manual coordination. While this worked in the early stages, it became difficult to manage as the company grew.

Over time, the team started facing challenges across visibility, coordination, and consistency.

No visibility into order status and delays

Orders were being handled across multiple stakeholders, but there was no centralized tracking of where an order stood at any given time.

If a delay occurred, the team had to manually trace the entire flow by checking messages and following up with different teams. This made it difficult to identify whether the delay was due to approvals, diamond dispatch, or manufacturing.

High dependency on manual, cross-team coordination

Each order required continuous back-and-forth communication. The manufacturing team in Surat would request diamond specifications, the main office in Chennai would verify designs, and the Mumbai team would handle procurement and dispatch.

All of this happened across multiple conversations, often involving repeated follow-ups for the same order. As the number of orders increased, coordination itself became a major operational task.

Missed updates during peak order volumes

With potentially dozens of active orders at any given time, it became easy to miss updates. A missed message could delay approvals, hold back diamond dispatch, or slow down manufacturing without anyone realizing it immediately.

No structured tracking of diamond movement

Diahart follows a centralized diamond procurement model, where diamonds are sourced from Mumbai and issued to jewellery manufacturing units based on order requirements.

However, without a structured system, tracking how many diamonds were issued, how many were used, and whether any were returned required manual effort. This made reconciliation difficult and time-consuming.

The solution

Diahart implemented a custom order management system on Zoho Creator with support from DVS Advisory Group, a certified Zoho Partner. The goal was not just to digitize the process but to bring all stakeholders into a single workflow where each stage of the order could be tracked clearly.

Centralized order lifecycle management

Every order is now created and managed within Zoho Creator, with all stages connected through a single workflow.

The process begins with order creation, where all specifications, such as design details, ring size, gold type, and diamond requirements, are captured. Once the order is placed, it becomes immediately visible to the manufacturing team.

From there, the order moves through clearly defined stages:

• CAD design upload by the manufacturing unit
• Design approval or revision by Diahart
• Diamond issuance by the Mumbai team
• Manufacturing and production updates
• Quality check and certification
• Final delivery tracking

Each stage is recorded within the same order, creating a complete and traceable flow from start to finish.

Structured approvals without dependency

Earlier, approvals were handled across WhatsApp, which often led to missed updates and delayed responses.

Now, approvals are built directly into the workflow. Designs cannot move forward without being reviewed, and any requested changes are recorded within the same order. This ensures that approvals aren't overlooked and that every revision is clearly tracked.

Role-based access across teams

Each team interacts only with the information relevant to them, while still being part of the same workflow.

• Manufacturing teams focus on order execution and CAD uploads
• The Mumbai team manages diamond issuance and dispatch
• The Chennai team oversees approvals and tracks overall progress

This setup keeps responsibilities clear while ensuring everyone stays aligned.

Tracking diamond issuance and usage

One of the key improvements came in tracking diamond movement across locations, which provides better control over materials.

The system now captures the:

• Number and size of diamonds issued
• Dispatch confirmation from Mumbai
• Receipt confirmation by the manufacturing unit
• Usage and return of diamonds

Focused tracking instead of manual monitoring

Earlier, the team had to review every order manually to understand its status.

This shift has significantly reduced their time spent on daily coordination.

Benefits and impact

Clear visibility across all orders

The team can now see exactly where each order stands without checking multiple conversations. Delays are easier to identify and address.

Reduced dependency on manual coordination

With updates captured within the system, the need for repeated follow-ups has reduced. Teams no longer rely on scattered communication to track progress.

No missed orders or approvals

Each order is tracked within a structured workflow, ensuring that no step is skipped or overlooked.

Significant time savings

The team now spends time only on orders that require action, instead of reviewing each and every order.

Better control over materials

Diamond issuance, usage, and returns are now tracked more clearly, improving accuracy across the process.

Looking ahead

Diahart is currently expanding the use of the system across more manufacturing partners. As adoption increases, the team plans to build on top of the existing workflow.

One of the planned enhancements is to provide customers with visibility into their order status. The idea is to allow customers to track updates such as design approval, manufacturing progress, and certification, creating a more transparent experience.