Happy Endings makes ice cream sandwiches and puddings in London and sells them wholesale. Since 2024 we've built the systems that take their orders, plan their kitchen and trace every lot.
In Short
290
Orders Ophelia created from emails, Dec 2024 to Sep 2026
~600
Customer emails studied to redesign the agent
3,528
Past orders moved into the new workspace
388
Customer locations in one list, 230 active
The Challenge
Founded in 2014, Happy Endings sells to pubs, cafes, restaurants and cinemas across London. By 2024 each new customer was set up by hand in several tools, and batches were recorded on paper.
Ophelia, the order agent, reads the wholesale inbox, works out who wrote and what they mean, and turns the email into an order the team only has to approve.
Re: orderMon 09:14
Morning! Can we get 15x the malty one and 18 sticky toffee for tuesday please
Cheers, Sam
01An order, not an auto-reply
02Sender's address is on file
03Ordering for their Hackney site
04“Malty one” → The Malty One
05Cases: 1 of 15, 3 of 6
06Over minimum, not a repeat
07Read back against the email
08“Tuesday” noted, not promised
Order
#10482
The Copper Kettle · Hackney · Ophelia - AI
Customer asked for Tuesday. For the team to confirm.
Approve order
/01The email arrives in the wholesale inbox.
/02Ophelia checks it, one line at a time.
/03An order waits for approval, and Sam gets a reply.
/01The email arrives in the wholesale inbox.
Re: orderMon 09:14
Morning! Can we get 15x the malty one and 18 sticky toffee for tuesday please
Cheers, Sam
/02Ophelia checks it, one line at a time.
01An order, not an auto-reply
02Sender's address is on file
03Ordering for their Hackney site
04“Malty one” → The Malty One
05Cases: 1 of 15, 3 of 6
06Over minimum, not a repeat
07Read back against the email
08“Tuesday” noted, not promised
/03An order waits for approval, and Sam gets a reply.
Order
#10482
The Copper Kettle · Hackney · Ophelia - AI
Customer asked for Tuesday. For the team to confirm.
Approve order
Sample email and order. The Unstack version switches on at cutover.
The Agent
Half were orders and product questions; the rest were follow-ups and general questions. So Ophelia also answers delivery and invoice follow-ups, and escalates complaints to the team.
What nearly 600 customer emails were about
Wholesale Portal
In October 2025 a wholesale portal on Happy Endings' own site replaced the WooCommerce shop. Each customer sees their own products and prices, and new stockists appear on the map without a developer.
Goods in, production and food-safety checks lived on paper and in spreadsheets. Each now has a screen, and all of them feed the trace.
/01Goods In
A photo of the pack label fills in supplier, batch and use-by.
/02Production
Open orders, minus what's packed or in stock, become a list to make.
/03Kitchen Checks
Opening, closing and van checks are logged in the app, not on paper.
If a supplier recalls a batch, who got it? Deliveries, batches and packed orders all record their lots, so one search runs back to the dairy and forward to each customer.
GI-261020-01 Whipping cream
Meadowbank Dairy · their batch 18/10/26 · received 20/10/2026 · accepted
Meadowbank Dairy
Supplier batch 18/10/26
Spec sheet on file
GI-261020-01
Whipping cream
48,000 g
261021MO
The Malty One
24,000 g of this cream
261021MO
The Malty One x 15
BB 21/01/2027
261021STS
Sticky toffee sauce
9,600 g of this cream
↳ Went into
261022STP
Sticky toffee pudding
Made with the sauce
261022STP
Sticky toffee pudding x 6
BB 10/12/2026
261022NO
The Naughty One
12,000 g of this cream
261022NO
The Naughty One x 15
BB 22/01/2027
Sample data. Order #10482 is the email above.
Where It Stands
This is a working business, so the switch happens in steps. Xero, Track-POD and Gmail stay, connected rather than rebuilt.
Live
Next
More systems built around how a business actually runs.
SchedulingA scheduling system that collects provider availability, builds the weekly schedule and chases missing or late submissions, replacing two separate tools.
OperationsAn Airtable system that follows every building a fiber ISP is wiring, with sales activity, Zendesk escalations and Gmail and Calendar sync landing on the right record automatically.
