CRM for food delivery services: all orders in one place and repeat purchases on autopilot.
Orders by phone, on Instagram, WhatsApp, and the website — all in different places, with operators switching between them and losing orders. CRM brings all channels into one queue, automatically confirms the order, and launches a customer return sequence after 7 days.
A food delivery service has two critical processes: operational — accept the order, pass it to the kitchen, assign a courier, notify the customer — and marketing — bring the customer back for the second, third order. Typically the first barely works through phones and messengers, while the second doesn't work at all.
CRM for food delivery covers both processes. Operational: a unified order queue from all channels with automatic WhatsApp confirmation and POS handoff. Marketing: customer segmentation by order frequency and value, automatic promo codes 7 days after an order, reactivation for "hasn't ordered in 14 days".
The fastest impact comes from the unified queue and auto-confirmation: operators stop losing orders, customers get status updates without calling. The return program delivers measurable results in 3–4 weeks, once the first segment statistics accumulate.
What we configure in the food delivery CRM.
Orders from the website, Instagram, WhatsApp, and phone — in one window with priority and wait time; operators don't switch between tabs.
Order confirmation, kitchen handoff, courier dispatch, delivery — each status sent to the customer in WhatsApp automatically, without operator involvement.
New, regular, dormant — by order count, value, and date of last order; different return scenarios for each segment.
Automatic promo codes N days after an order, on birthdays, referral codes; usage history and conversion analytics.
A message sequence for customers who haven't ordered in 14, 30, and 60 days: an offer with a promo code, a reminder about new menu items.
Orders from the CRM go to r_keeper or iiko automatically; the ready status from the POS closes the CRM stage and triggers a courier notification.
Order count, average order value, and conversion by delivery zone; which districts generate repeat orders and which generate only one-time orders.
Orders, revenue, average order value, repeat order share, promo code effectiveness — a daily dashboard without manual exports.
Funnels and automations.
- Funnel "New order": received → in kitchen → on the way → delivered
- Funnel "New customer": first order → promo code for second → onboarding
- Funnel "Regular customer": segmentation by frequency, personal offers
- Funnel "Reactivation": 14 days without order → promo code → 30 days → stronger offer
- WhatsApp notification automation by order status
- Post-delivery review collection automation
- Order distribution by operators and zones
- End-to-end analytics by acquisition channel
How implementation works at a food delivery service.
- Audit — 2–3 days: we analyze current order channels, calculate losses, and map out the funnels.
- Configuration — 1–2 weeks: funnels, fields, WhatsApp templates, channel and telephony connections.
- POS and website integration — 1–2 weeks: website orders into CRM, POS statuses, ad sources.
- Training — operators and the manager, instructions and videos, first week — together.
- Support — one month of adjustments based on real operations, then support on request.
Why CRM doesn't stick in food delivery services.
- A standard sales funnel was set up instead of an order funnel: operators don't see the point and go back to WhatsApp.
- Customer notifications are sent manually — meaning they're sent inconsistently and with delays.
- CRM and POS are not connected: the operator enters the order twice and chooses one system.
- No customer segmentation: all customers get the same promo codes, conversion is low, and promotion profit is never calculated.
- The manager has no analytics by district and channel — the ad budget is allocated by gut feeling.
What affects the implementation price.
Basic implementation for one food delivery service: unified order queue, WhatsApp notifications, segmentation, and promo codes — ₸350,000–₸600,000, 2–3 weeks. With POS integration, telephony, district analytics, and a loyalty program — ₸600,000–₸1,000,000, 4–5 weeks. CRM and WhatsApp Business API licenses are paid to vendors separately.
Base prices and options on the CRM and automation page.
The short version.
How much does CRM for food delivery cost?
Basic implementation with a unified order queue and WhatsApp notifications — ₸350,000–₸600,000. With POS integration and a loyalty program — ₸600,000–₸1,000,000. amoCRM or Bitrix24 licenses are separate.
Which CRM should a food delivery service choose?
For a service with orders flowing through messengers and phone — amoCRM: fast chat integration, convenient task queue. For a company with multiple operators, inventory, and document management — Bitrix24. We recommend after auditing your processes.
Can CRM be connected to our r_keeper or iiko?
Yes, r_keeper and iiko have API integrations: orders from CRM go to the kitchen, the ready status returns to CRM and triggers a courier notification. We clarify your POS version during the brief.
Is it legal to send promo codes via WhatsApp?
Yes, through the official WhatsApp Business API with the customer's consent to marketing messages — we include this in the order form. Message templates go through Meta moderation; we help with preparation.
How soon will CRM show results?
The unified queue and auto-notifications work from the first week: fewer lost orders, fewer support calls. The return program and reactivation deliver measurable results in 3–4 weeks, once segment statistics accumulate.
Same service for other industries
Losing orders or customers? Describe how you currently take orders — we'll propose a plan and estimate.
Tell us how many operators you have, which order channels you use, and whether you have a POS system. We'll respond with an implementation plan within 1–2 business days.