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Food & Restaurants · Case study

Cloud Kitchen CRM

A customer CRM for a cloud kitchen running four delivery-only food brands: one view of every customer's orders, segments for repeat business, WhatsApp campaigns with coupons, and complaint tracking by brand.

Cloud Kitchen CRM
ClientMulti-brand cloud kitchen
CountryIndia
IndustryFood & Restaurants
PlatformWeb

The challenge

The kitchen ran four food brands from shared kitchens and took orders from delivery apps, its own website, WhatsApp and phone. Customer details were spread across these channels, so the team could not tell who their regular customers were, who had stopped ordering, or which brand was getting the most complaints. Offers were sent to everyone at once, and complaints were handled in a WhatsApp group.

Our solution

We built a CRM that brings orders from every channel together into one customer profile, with order history across brands, favourite dishes, lifetime value and feedback. Customers are grouped into segments — such as lapsed, birthday this week, VIP or office lunch — and the team sends WhatsApp and SMS campaigns with coupon codes to each segment and sees the orders they bring back. Complaints are logged as tickets with refunds or coupons, and ratings are tracked per brand.

The results

One profile per customer across all brands
Win-back and birthday campaigns by segment
Complaints tracked and resolved by brand

What we delivered

Customers & orders

  • Orders from the website, app, WhatsApp and phone in one place; delivery-app orders imported for reports
  • Customer profile with order history, favourite dishes, addresses, preferences and lifetime value
  • Kitchen dashboard: orders by hour, brand and channel, revenue and repeat customers

Marketing & loyalty

  • Segments such as lapsed customers, birthdays, VIPs, first-time buyers and office lunch
  • WhatsApp and SMS campaigns with coupon codes, scheduling and a test send
  • Campaign results: messages read, orders and revenue brought back
  • Loyalty points and automatic birthday offers

Feedback & complaints

  • Ratings and reviews per brand and per order
  • Complaint tickets for late delivery, missing or wrong items, with refund or coupon actions
  • Top issues by week, shared with each kitchen

How it is built

  • Laravel for the CRM, order import, segments, campaigns and coupons
  • React for the dashboard, customer profiles and campaign builder
  • MySQL for customers, orders and feedback; Redis for live dashboards and campaign sending queues

Screenshots

Customer profile: orders across brands, favourites and feedback
Campaign to a customer segment with a WhatsApp preview
Feedback and complaints by brand
More work

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