Know every diner like a regular
Materialized RFM scores, lifetime stats, normalized tags, append-only notes, allergen + dietary preferences, GDPR consent audit, double opt-in, and global delete with grace period — all built into your ordering platform. No external CDP, no extra subscription.
What is Customer CRM?
Every completed order updates a per-venue stats row for the customer — total orders, total spent, average order value, recency, frequency, and a composite RFM segment label (CHAMPION / LOYAL / POTENTIAL / NEW / AT_RISK / LOST / INACTIVE). The list page shows the segment as a colored badge so the manager can spot the regulars at a glance and the lost ones who need a winback.
Tags are global per customer (one VIP tag follows them across every venue you operate). Notes are venue-scoped and append-only — the history is preserved. Consent changes are recorded in an audit log with IP, user agent, and actor — GDPR Article 7 evidence on tap.
What you get
RFM segments computed automatically
Recency, frequency, monetary scoring with percentile bucketing for venues with 30+ customers and stable thresholds for smaller cohorts. No external tool to configure.
Saved segments for marketing + promos
Build customer groups via a JSON criteria DSL — high-value champions, dormant customers, VIP-tagged opt-ins. Memberships are materialized nightly; marketing campaigns and promo codes target them instantly.
Tags, notes, allergens — all in one dossier
Normalized tags (global per customer), append-only venue notes (with author + timestamp), and structured allergen / dietary preferences. Favorites and dislikes are auto-derived nightly from order history. Staff handovers stop losing context.
Full GDPR toolbox
Append-only consent log (Article 7 evidence) with IP / user agent / actor on every flip. Optional double opt-in per venue for EU compliance. Customer-initiated global delete with a 7-day grace period; force-execute path for DPA orders.
How it works
Order completes
An inline writer recomputes the customer's per-venue stats: total orders, total spent, AOV, recency, frequency, monetary scores. Cheap (one aggregate + one upsert).
Nightly cron rebalances
Once a day at 03:30 UTC the entire venue cohort is re-percentile-bucketed so segment labels stay accurate as the customer base evolves.
Marketing + promos read instantly
Saved segments materialize membership into a join table. Marketing campaign recipients and promo-code targeting get instant lookups instead of full-table scans.
Audit trail captures every consent flip + survives delete
Checkout opt-in, admin toggle, unsubscribe-link click, double opt-in confirmation — each writes a structured row to CustomerConsentLog. When a customer requests global deletion the consent log is preserved and a final REVOKED entry is appended; the personal record itself is anonymised in place after the grace period so Order/Bill financial integrity stays intact.
Capabilities
Materialized customer stats
Per-(customer, venue) row with totalOrders, totalSpent, AOV, firstOrderAt, lastOrderAt, daysSinceLastOrder, RFM scores 1-5, and composite segment label.
- Inline updates on order completion
- Nightly recompute via PM2-leader cron + external trigger
- Sub-millisecond reads — admin list never scans Order table
- Single source of truth for AI Conversational Admin tools
Saved segments with criteria DSL
JSON-driven criteria DSL — combine field/op/value predicates with all/any/not groups. Compile to Prisma where-fragment, materialize membership.
- 6 system segments seeded automatically (matches legacy enum)
- Custom segments unlimited per venue
- Member counts + last-computed timestamp visible at a glance
- Manual recompute button for instant feedback after a criteria edit
Tags, notes, allergens + dietary preferences
Tags are global per customer; notes are venue-scoped and append-only with author + timestamp. Allergen / dietary / favorite / disliked product preferences live in a structured table — explicit entries from the dossier, plus auto-derived favorites and dislikes from order history with a confidence score.
- Up to 50 tags per customer (unique constraint), tag-based segment criteria (hasTag)
- Allergen + dietary preferences surface during ordering and on the kitchen ticket
- Favorites + dislikes auto-derived nightly (top 3 with ≥3 orders → favorite; ordered once + ≥5 skips → disliked)
- Notes preserved forever with full author attribution
GDPR toolbox — consent log + double opt-in + global delete
Append-only CustomerConsentLog (channel, action, source, IP, user agent, actor) is your Article 7 evidence. Per-venue Venue.requireDoubleOptIn turns on EU-style double opt-in for marketing — a confirmation token email is sent and the consent flag stays false until the customer clicks. CustomerDeleteRequest schedules global anonymisation with a 7-day grace period; the nightly cron executes; ROLE_ADMIN can force-execute for DPA orders.
- Records EMAIL_MARKETING / SMS_MARKETING / WHATSAPP_MARKETING / REVIEW_REQUEST
- Double opt-in tokens have a 7-day TTL; idempotent — duplicates collapse
- Global delete anonymises in place — Order/Bill FKs preserved for financial integrity
- Cron auto-executes pending deletes daily; force-execute available for DPA compliance
Built for these workflows
Spot the regulars before they leave
AT_RISK badge appears 30 days after a regular's last visit. Filter the list, send a winback campaign, or have the manager call them — before the LOST badge turns up at 90 days.
Birthday campaigns without spreadsheets
Customer.dateOfBirth + birthday cron already shipped. Pair with a saved segment for VIP customers and the email goes only to the right people.
Multi-venue chains tracking the same customer
Tags are global; stats are per-venue. The dossier's Lifetime Stats card shows cross-venue totals + per-venue breakdown. The chain operator sees everything; each venue manager sees only their venue's notes.
Marketing campaigns with materialized recipients
Existing marketing/recipients flow now reads from CustomerSegmentMembership. Recipient counts return in milliseconds even on venues with 100K+ customers.
GDPR data subject requests, end-to-end
Customer asks 'when did I opt in?' — pull the CustomerConsentLog. Customer asks for deletion — schedule a global CustomerDeleteRequest with a 7-day grace period and the nightly cron anonymises everywhere; for DPA orders the platform owner force-executes immediately. EU venues can require double opt-in for marketing — the consent flag stays false until the customer clicks the email link.
AI Conversational Admin powered by clean data
The /admin/ask assistant calls customer-stats tools that read directly from CustomerVenueStats. Answers like 'who are my top 5 customers?' or 'who hasn't visited in 60 days?' return numerically-correct data, not LLM hallucinations.
Why a built-in CRM beats an external CDP
Most restaurant SaaS pushes you toward an external customer data platform — Segment, RudderStack, Klaviyo. For most independent restaurants and small chains those tools are overkill, expensive, and add operational complexity (a customer that exists in two places will diverge). A CRM built into the ordering platform reads from the authoritative bills + rounds data and gives you the 80% that matters: segments, tags, notes, consent.
Why materialized RFM beats on-the-fly compute
Computing RFM on every list-page load is slow once the customer base passes 5,000. Materializing the score on order completion (single aggregate + single upsert) keeps reads cheap forever and lets us add admin filters that were impossible before — sort by LTV, filter by segment, paginate without timeouts.
Why tags should be global
VIP follows the customer. If they're a VIP at your London venue and they walk into your Sofia venue, they're still a VIP. Per-venue tag scoping creates inconsistencies that operators have to remember to fix manually. Notes are venue-scoped because notes are about a specific interaction or service issue at a specific venue.
Why an audit log is non-negotiable
GDPR Article 7 requires you to demonstrate that consent was given. The previous 'last-write-wins' approach (a single timestamp on the Customer row) loses every prior consent change. The append-only CustomerConsentLog captures every flip with attribution — when the data protection authority asks, you have receipts.
Your customer data, finally usable
Always-on for every venue. No setup. No external CDP. RFM segments populated tonight by the cron sweep.
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