Services

We offer our clients a range of related services that use the application of technology to increase business performance, efficiency and effectiveness.

Our Approach

1 - Discovery and Proposal

We believe in getting our systems right first time. We spend a day or two with you discussing in detail the processes and goals of your business. Everything you want to incorporate into the system is mapped and built into a detailed specification document which we use to let you know how long it will take us to build and what it will cost.

2 - Let's Build!

With the specification signed off and a deadline agreed - we build the system. We test our systems extensively and can release the system to members of your team who can trial the system before it's released. We brand our systems with your artwork and and make it as friendly and easy to use as possible.

3 - Go Live and Training

We train you and your employees both on-site and with video and/or written training documentation. Training is also incorporated within the system so that it's always just a click away. We pride ourselves on making our systems as intuitive as possible and it's often self-evident how to complete a particular task.

4 - Evolution

We offer ongoing support and customisation for all of our systems. Being so bespoke to your business, when your business changes, your system needs to change too. Our customers are often surprised when, after calling us to introduce a new aspect of their operation, the system reflects the new or updated process just hours later.

Bespoke Cloud Software CRM and ERP

We build cloud-based applications for managing entire businesses. A Darlston customer logs into their own bespoke system and sees everything they want to know about their organisation across sales, customer service, human resources, field-service, marketing, health and safety, and finance. We take all of your businesses processes, spreadsheets, whiteboards, documentation, communications and put them in a secure, reliable and robust application that runs on Salesforce, the world’s leading CRM platform. This platform is relied upon by the world’s largest organisations and offers endless opportunities for increasing revenue, reducing overhead, enhancing customer loyalty and getting all of your employees on the same page.

Enterprise-Grade Salesforce Platform Development

Salesforce is our platform of choice when building our CRM and ERP applications, and for good reason. It’s secure, robust, reliable, has been around for nearly two decades, and is relied upon by some of the world’s largest organisations. We have used this platform for the last 7 years and have built applications for a broad and diverse range of organisations both for-profits and charities.

If you have an existing Salesforce system there is a lot we can do to make it better. Here’s what we can do for you:

Customisation to better reflect your business’ processes in the system, be it sales, human resources, customer service, manufacture, warehousing, servicing, etc.
User interface improvements to make the system more intuitive and more responsive.
Integration with other applications such as Sage, EPOSs, a website, a customer portal, etc.
Automation of data input so that users have to input less information manually.
Automation of communications so that employees, customers and partners receive notifications at defined points in the process.
Offline data acquisition when working in the field without 3G using an iPad or iPhone.
The construction of intelligent reports and dashboards that interrogate business performance.

Process Design, Automation and Management

In addition to building CRM and ERP systems for our customers, we also bring with us extensive experience of best-practice business processes in many areas. Prior to building cloud-based software, members of the team at Darlston have been responsible for profit and loss at companies ranging from large multi-national organisations to high-tech startups. We have a great understanding of the stresses faced by business owners and work with our clients to develop processes that increase revenue and reduce overhead. Our experience in change-management and system building allows us to successfully marry best-practice business processes with a system that will measure and report on the success of those processes.

GIS and Lead Acquisition Services

We believe that intelligently sourced data can transform business effectiveness. We specialise in using geographical information systems (GIS), a scientific yet enterprising approach and immense data-sets to generate reliable and relevant leads and business information. Our intelligent approach to data allows us to provide you with information that minimises wastage and also allows you to define and prioritise your business’ opportunity. The application of the data we provide ranges from its use by sales teams for the acquisition of leads, to the use by a company’s directorship to make decisions on the most optimal expansion rates and locations. Whilst you do not need a Darlston CRM or ERP system to take advantage of this service, the two go hand-in-hand: intelligently sourced data presented in a way that best evokes its utility.

FAQs

Question		Darlston's Solution
What happens when our business evolves?	If all of our systems are built to a spec representing our business as-is or as-desired, what happens when our business changes or our processes evolve? For a growing company a bespoke system that does not evolve with us can be antiquated and no longer fit-for-purpose within 12 months.	We provide an ongoing evolution of all our systems so that as your business evolves, our systems do to. We’re in a constant partnership with our customers who love the speed and flexibility of our approach.
Will we need expensive hardware?	New systems often means expensive hardware, more space, more maintenance time, more insurance, more stress, etc. Will this be the same with a Darlston system?	Our systems are cloud-based. You can use all your existing IT. All you need to access our systems is an internet connection and either a computer with a browser or a smartphone/tablet.
I have lots of CRM tools available to me - but none of them fit my business’ processes	Contacts, accounts, deals… Maybe service tickets… What about our: Web enquiries Assets Stock levels Warehouse availability Unique sales flow and process Subscriptions Partners Field sales visits Components Price lists Employees Sites Machinery services Standards compliance Marketing events Insert any conceivable business process	We build our systems bespoke to your business. It does everything you want it to do.
Will a Darlston system tell me the status of our business right NOW?	Following a few meetings and the cross-referencing of a whiteboard in the salesroom with a two-day-old spreadsheet we may have an understanding of how business is going at this point in the month. But that may have taken two hours? One hour? 30 minutes? 5 minutes? Maybe you just wait until after the end-of-month number crunching.	Our systems will tell you how your business is doing at the click of a button. Instant, realtime feedback across multiple employees, departments, offices, countries!
No More Spreadsheets!	Today, you may have tens or even hundreds of spreadsheets littered across many folders. Some of these files may be in folders on your computer or those of your employees. Some might be on a network computer and some might be in your company’s Dropbox account or even the personal Dropbox accounts of your employees. Often these files are named “Contacts List – version 2” or “Service Contracts – MASTER” or “Deals List – Sarah’s Copy”.	We take all your spreadsheets, all your processes, and we turn them into an app for everyone in your business.

Features

One system, not several

Too often, businesses store all of their information and processes in separate systems or separate spreadsheets, none of which talk to each other. At Darlston, we believe that data and information is at its most useful when it can be placed within the context of the wider business. We build one system which manages your whole organisation: sales, marketing, service, assets, operations, warehouse, contracts, HR, health and safety, etc.

One system, not several
We build one system which manages your whole organisation

Bespoke, not off-the-shelf

All of our systems are tailor made and bespoke to our clients' requirements. We work with you to develop robust business systems based on your existing processes and the best-practice you have developed in your business. This is an alternative to off-the-shelf software which usually forces a business to operate in a way that is inconsistent with the best-practice processes that have developed within an organisation over time.

Bespoke, not off-the-shelf
Everything we build is tailor-made to your organisation's processes

Cloud-based

Darlston's systems require no expensive servers taking up space in the corner of the office. Our systems are securely and reliably hosted in the cloud using Salesforce - the world's leading enterprise cloud and used by some of the world's largest companies and charities. As such, they can be accessed from any location and any device that has an internet connection. There is nothing to install, and no hardware to maintain.

Cloud-based
Darlston's systems require no expensive hardware

Easy to add records

All of our systems are built to be as intuitive as possible. Adding simple records can be achieved as quickly and easily as adding rows to a table. More complicated records can be added via a guided interface that breaks the job down into multiple controlled steps.

Easy to add records
Add records without page refreshes and loading screens

Easy to edit records

As everything is based in the cloud, multiple people can do their work on the same job at the same time without any conflicts, duplicates, etc. Editing is easy and changes are reflected across all departments and employees and offices instantly.

Easy to edit records
Easy editing by simultaneously by multiple employees

Dashboards

Being able to visualise all your organisation's data across multiple departments and locations in one place can give business owners a fantastic means to assess employee, department and business performance. Decisions are that much easier to make where relevant data is presented to decision-makers in an intuitive and informative way. Will the business hit its monthly targets? How is the new sales team getting on? How productive is the customer service department? Dashboards provide instant feedback on all of this and more.

Dashboards
View all your data in beautiful and dynamic charts

Security

All of our systems use Salesforce as the underlying platform. Salesforce is an enterprise-grade cloud-based system used by some of the world's largest organisations such as Coca-Cola, UK Local Councils, O2, Phillips, GE, American Red Cross, Honda, etc. Any system we build for you will be built on the same secure, robust and reliable platform as these companies. Find out more at Salesforce Trust.

Security
Securely based on the world's leading enterprise CRM

Offline field sales and service

Many of our clients require access to their systems in offline environments such as in rural communities where there is no 3G signal. We can build a system which also works offline on the iPad. Data is synced to the iPad before going offline and any new or edited data, photos, mapping and documents are then synced back once the device returns to a connected area.

Offline field sales and service
Need mobile access without relying on 3G? No problem

Document Generation

Complicated mailshots? Contracts? Proposals and quotes? Bespoke charts and tables? Individually tailored documents filled with customer data? We can generate all documents with the click of a button. We have not yet found a document too complicated to automate and mail-merge. Challenge us!

Document Generation
We can generate individually customised documentation with the click of a button

Marketing

At Darlston, we believe that intelligent marketing can improve engagement and reduce costs. Our systems allow our clients to take advantage of a wealth of customer information and demographics when sending emails or mailshots. Combining personalisation with relevant messages based on a customer's behaviour can transform a business' ability to convert marketing investment into sales. Furthermore, our system can measure the success and ROI of each campaign allowing your business to make the best decisions when developing future marketing.

Marketing
Market intelligently with targeted and tailored email, SMS, event and mailshot campaigns

Sales Pipeline

The cofounders of Darlston have been responsible for sales at companies ranging from multi-national manufacturers to start-ups in the high-tech industry. We understand the challenges facing sales teams and our systems take the best-practice your business has developed and combines it with our deep understanding of how to use systems to manage, measure and drive sales processes. KPI driven targets, instant forecasting and pipeline reporting, automation of communications, instant feedback on the status of an opportunity - we can transform the effectiveness of your sales teams.

Sales Pipeline
Give your sales teams a complete understanding of their performance

Task management

All of our systems include a task management feature. Tasks can be created, delegated and completed. When your employees sign into the system, the first thing they see is all the tasks and meetings they need to complete today. Use reports and dashboards to highlight those who have a lot of tasks outstanding, or those who do not have enough to do.

Task management
Make sure your employees always know what to do now and next

Reporting

Easily create simple or advanced reports that can give you high or low level detail on everything being recorded in the system. Use this data to track company performance, segment customers, present information to the board, export and share data with an external partner, and lots more. Reporting is quick and easy to do using drag-and-drop tools. Reports can also be saved for future use.

Reporting
Create reports using simple drag-and-drop tools

Integrate with legacy systems

We have a lot of experience with integrating our systems with older databases that, whilst not ideal, cannot yet be dispensed with. This might include, a legacy finance system, EPOS system or any database stored on a server on your network. We can give life to this data by integrating it with our systems and allowing your new cloud-based applications to work alongside your legacy data.

Integrate with legacy systems
We use big-data techniques to integrate the new with the old

Mapping

At Darlston, we love using geography to aid decision making and to better organise any data that can be tied to an address. We implement into our systems maps that update live as you sort, filter and edit your data. Users can also use the maps to locate and open data such as that of your customers, suppliers, service agents and assets.

Mapping
Map all of your data on satellite or roadmap imagery

Journey planning

Be it for a series of field-sales visits, planning the route of a service vehicle, or estimating the journey time of a delivery lorry, our systems can plot routes and calculate the arrival-time, departure-time, and journey-time of each leg of the journey. This feature can increase the efficiency of remote employees and can be used to notify customers of the likely arrival time of a travelling agent.

Journey planning
Easily plot multi-location journeys

SMS Messages

Many of our customers, particularly charities, choose to keep in touch with their supporters or beneficiaries via text-message. For example, let's say you emailed your key supporters a survey to fill out, one week later you can select those who have not responded and send them all a text message reminding them to respond.

SMS Messages
Send text messages individually and in bulk

Mailchimp

We love Mailchimp for its ease-of-use, template design tools and effective email delivery engine. We can sync our system's contacts with your Mailchimp list allowing you to continue to use Mailchimp, or alternatively, we can send emails using Mailchimp's engine and their template tools but from within our system so that you can keep everything in one place.

Mailchimp
Use Mailchimp for emails and/or templates

Web Forms

Use web forms to enable visitors to your website to subscribe to emails, request product information, submit an application to fundraise, submit an application to become a volunteer, apply for a job, request a call-back - anything you can think of! Any submissions are instantly inserted into our CRM or ERP systems allowing your business to act on them quickly and effectively.

Web Forms
Forms on your website submit data directly to our systems

Internal Communication

Our systems can implement Salesforce's 'Chatter' feature which acts as an internal communications tool for all of your employees. Users can discuss opportunities, customer service issues, product changes, forecasts and any other subject using a secure tool that won't clutter up your email and will sit alongside the records and data being discussed.

Internal Communication
Internal chat, forums, files and intranet

Complex calculations

We can take all the logic you currently have implemented in Excel or elsewhere, and implement it in our systems automating what could otherwise be an insecure, error-prone and conflict producing system of managing multiple spreadsheets, versions, user copies, and all the other pain and hassle that comes from managing a business using Excel.

Complex calculations
All the calculations you are doing in Excel - without Excel!

No Spreadsheets!

Today, you may have tens or even hundreds of spreadsheets littered across many folders. Some of these files may be in folders on your computer or those of your employees. Some might be on a network computer and some might be in your company’s Dropbox account or even the personal Dropbox accounts of your employees. Often these files are named “Contacts List - version 2” or “Service Contracts - MASTER” or “Deals List - Sarah’s Copy”. We take all your spreadsheets, all your processes, and we turn them into an app for everyone in your business.

No Spreadsheets!
Manage your business using Excel? We can transform your business

Surveys

Darlston systems are regularly used to send out thousands of emails linking to surveys. Our clients want to survey their fundraisers, their customers, their suppliers - any contact in the system. Responses are stored directly in the system against the contact being surveyed so that you have their thoughts, opinions and data to hand when making decisions on an individual contact or in aggregate across all responses.

Surveys
Send surveys to your contacts and supporters

Services

Our Approach

1 - Discovery and Proposal

2 - Let's Build!

3 - Go Live and Training

4 - Evolution

Bespoke Cloud Software CRM and ERP

Enterprise-Grade Salesforce Platform Development

Process Design, Automation and Management

GIS and Lead Acquisition Services

FAQs

Features

One system, not several

Bespoke, not off-the-shelf

Cloud-based

Easy to add records

Easy to edit records

Dashboards

Security

Offline field sales and service

Document Generation

Marketing

Sales Pipeline

Task management

Reporting

Integrate with legacy systems

Mapping

Journey planning

SMS Messages

Mailchimp

Web Forms

Internal Communication

Complex calculations

No Spreadsheets!

Surveys

Contact

Information

Services

Sectors

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