Effective e-commerce is not just about order fulfillment, but also good customer relationship management. Ordeno offers an extensive order and customer service module that automatically gathers data, builds purchase histories, and enables convenient communication with buyers.
As a result, all information regarding customers and their orders is stored in one, organized system.
Automatic customer creation
When a customer places an order on a sales platform – such as Allegro – the system automatically creates a customer profile in the Ordeno database.
Basic data saved to the system includes:
first and last name
email address
phone number
delivery address
city and address details
other information provided with the order
Upon subsequent orders from the same customer, the system recognizes them based on their email address. Instead of creating a duplicate record, it assigns the new order to the existing customer profile.
Purchase history and customer metrics
Every customer profile includes a complete purchase history and additional metrics that help analyze customer behavior.
Within the system, you can check:
customer order history
total amount spent
total number of orders
total number of purchased products
date of the last purchase
This data allows for a better understanding of customers and helps analyze their value to your business.
Additionally, you can add custom notes regarding a customer, enabling better relationship management.
Customer grouping
Ordeno allows you to create customer groups to aggregate users according to specific criteria.
This makes it easy to analyze concrete customer segments and generate sales reports based on selected groups.
Mailings and automated communication
The system also offers email sending functionality directly from the Ordeno panel. Messages can be sent manually or automatically, e.g., in response to specific events within the system.
Capabilities include:
sending messages after an order is placed
sending dispatch information
attaching sales documents
notifying about order status changes
Furthermore, you can create email templates that automatically populate order-related data.
For example, an order confirmation email can contain a link to the order page where the customer will find all purchase details and can contact customer support.
Centralized handling of customer messages
Ordeno also enables you to manage conversations with customers from various platforms in one place. The system can integrate communication from marketplaces, social media platforms, or order status pages.
For instance, after integrating with Allegro, you can handle messages from multiple Allegro accounts directly in the Ordeno panel.
This allows you to:
reply to customer messages
hold conversations via the platform’s native chat
manage communication across multiple accounts simultaneously
Search and conversation management
The system provides tools for convenient customer communication management.
Key features include:
searching messages by phone number
searching by order ID
filtering by time period
sorting by conversation type (e.g., messages vs. disputes/disagreements)
filtering by message status (read / unread)
This ensures customer support remains fast and structured, even when dealing with high message volumes.
Centralized customer relationship management
The customer service module in Ordeno combines sales data, purchase history, and customer communication into a single system. Automatic profile creation, segmentation, mailings, and unified conversation management make order processing and customer relationship building significantly easier and more effective.
