How Mochachos Stopped Losing Orders to Busy Phone Lines
On a busy Friday night at Mochachos Trade Route in Lenasia, the phone barely stopped ringing. During the dinner rush, they handled 40–50 calls with only two people at the counter. Customers often waited on hold for more than ten minutes. Many simply gave up.
The team estimated they were losing 8–12 orders every night because callers could not get through. That added up to roughly R72,000 in missed revenue per month. The manager put it plainly: they knew they had a serious problem, but hiring a dedicated phone operator was out of the question.
The WhatsApp Shift
In November 2023, a regular customer asked if she could place her order on WhatsApp instead of calling. The staff agreed, took her order manually, and kept going. But within a week, the restaurant was receiving more than twenty WhatsApp messages per day. Customers were clearly ready for a more flexible ordering channel.
That is when they introduced Ordermatic to automate the conversations.
A typical order now looks like this: A customer—like Mbalenhle Mdluli—messages the restaurant to request a Chicken Schwarma meal. The bot asks her to choose a spice level, confirms a simple request (no spice on the chips), gathers delivery details, and sends a confirmation. The entire process takes around 90 seconds.
In the kitchen, the order appears instantly on their tablet, clearly structured with all required details. No phone calls, no misheard items, no manual entry.
What Improved
Three months later, the impact was clear:
And importantly, they did not add any new staff. The system runs automatically, 24/7.
As the manager put it, nothing about the change was complicated. Customers were already messaging them. Ordermatic simply gave them a way to keep up with the volume without burning out the team.
Quick Setup, Immediate Impact
The setup took two days: adding the menu, connecting their existing POS, and configuring delivery zones. Staff training took fifteen minutes. Once the restaurant shared the WhatsApp number, orders started moving through the system immediately.
Want to see how it works?
Book a demo or start your 14-day trial to see how Ordermatic can transform your restaurant operations.