01 — The customer record
A record cheap to create, easy to find.
Big customer records get abandoned. Ordello's record is narrow on purpose — display name, contact, address, notes — so a staff member creates one in five seconds while the call is still live. Cheap to create. Easy to find. That's how customer records actually get used in real operations, not how they look in a product demo.
- Just enough fields to recognise the customer next time the phone rings.
- Notes carry their own author and timestamp, separate from the core record.
- Optional delivery location for routing, where the operation needs it.
- Disable a record without losing the order history attached.
Inbound calls (auto-matched by caller ID), POS orders and staff notes all flow into the same timeline. The next interaction starts with context, not a guess.
VoIP ingressor matches the inbound number to a customer row. Missed-call status preserved.
Phone-order launch carries the customer from the call to the till.
Staff note against the customer, or against a specific call.
+44 7700 900 042 · Camden · 4 calls · 7 orders · 2 notes
- Inbound call · 2 min · answered today · 14:08
- POS order · 3 items · £28.40 today · 14:11
- Note · "Email receipts, oat milk pref" today · 14:12
- Missed call · existing customer 12 days ago
- Calls — auto-linked when the caller is a known customer; flagged separately when missed.
- Orders — POS sales attach to the customer; phone-order launch carries the link.
- Notes — manual or call-linked; every note has an author and a timestamp.
02 — Auto-call linkage
Caller ID matched before the phone is answered.
The moment the phone rings, Ordello looks the number up against the customer record. If there's a match, the customer name, last order and any open notes are on the screen before the staff member picks up. The conversation starts with context, not "sorry, what was your name again?" — and the customer notices the difference immediately.
- Inbound caller ID matched against the customer record automatically.
- Customer name, last order and notes appear before the call connects.
- Missed calls and voicemails surface as their own state on the dashboard.
- The match runs silently in the background — no staff lookup required.
03 — Touchpoint timeline
Every interaction, in one chronological view.
Open any customer and there it is: every call, every order, every note, in order. The conversation a manager needs is one click from where the phone rang. The conversation a regular needs is one click from the till. Same data, different windows, one record — and the export pulls from the same source.
- Calls, orders and notes interleaved on a single timeline.
- Every row links back to the underlying call, sale or note.
- Recent touchpoints by default, with the full timeline a click away.
- The same data feeds branch and group-level customer dashboards.
04 — Notes
A note with an author, a timestamp and the right context.
Two note types matter: the manual note (something a staff member observed) and the call-linked note (context against a specific conversation). Both carry the author and the time. When a manager later asks "which conversation was this?", the answer is one click away — not a guess.
- Every note carries its author, timestamp and type.
- Call-linked notes sit next to the conversation on the customer timeline.
- Notes flow through to dashboards and exports unchanged.
- Plain text keeps the entire timeline searchable across calls, orders and manual entries.
05 — Missed-call follow-up
Every missed call is a missed order until someone closes it.
Most operators lose orders in the gap between a missed call and the next conversation. Ordello surfaces missed calls explicitly and pairs them with the customer match — so a missed call from Emma Wallace becomes "missed call from existing customer, last order 12 days ago." That is the prompt to call back, not the prompt to ignore the buzz.
- Missed calls surface separately on the dashboard.
- Calls from existing customers stand out visually from unknown numbers.
- Follow-up notes link back to the original missed-call event.
- Pair with the phone-order workflow to close the loop in a single screen.
06 — Phone-order launch
Take the order with the customer already attached.
On any call, a single tap launches the till in phone-order mode with the customer already pre-filled. No re-keying who is on the line. No asking for the spelling of their name a second time. The order completes, the sale links back to the call, and the timeline shows the full loop — call in, order out, customer recognised.
- One-tap launch from any call into POS phone-order mode.
- Customer pre-filled at the till; customer pricing applies where configured.
- The completed sale appears on the timeline next to the originating call.
- Returns and refunds against that sale also link back, closing the loop.
07 — Touchpoints export
Take the data deeper when the dashboard is not enough.
For the cuts the dashboard does not show — every customer with an order in the last 30 days and a missed call this week — the touchpoints export is the answer. Every touchpoint as a row: type, customer, detail, amount, duration, time. Drop it in a spreadsheet or BI tool and segment as deep as the operation needs.
- A single CSV with every touchpoint represented as one row.
- Filter by date to scope down to the period that matters most.
- A meta-report tracks which staff make use of the customer dashboard.
- The export bridges Ordello to any analytics tool the business already runs.
08 — Scope by design
A CRM for operators, not for marketers.
Ordello's customer module is deliberately built for the people who answer the phone and ring the till — not for marketing teams running drip campaigns. The record is "customer", not "lead". The timeline shows calls, orders and notes. The export is the seam for any deeper analytics work you already do elsewhere. That focus is what keeps the record cheap to create and easy to find when the phone rings.
- Built around calls, orders and notes — the touchpoints staff already create during service.
- The record stays "customer", not "lead", so staff create it in seconds, not minutes.
- CSV export is the bridge to spreadsheet- or BI-driven segmentation.
- Lives next to POS, VoIP and order data — not behind a separate login.
SUMMARY
The shape of it.
Ordello's customer record is small on purpose. It is the connective tissue between the call, the order and the till — not a separate CRM you have to log in to. For operators where repeat customers and phone-led orders matter, that is exactly what is missing in most setups.