No two businesses are the same, so why should your software?
As businesses grow, it’s common for teams to find themselves held back by disjointed tools, manual admin, and workarounds that simply don’t scale. We help organisations replace those bottlenecks with bespoke systems, tools tailored to how they really work. Read on to see how we built custom software for two companies that led to major time savings, streamlined workflows, the ability to scale without growing their teams.
1. Replacing off-the-shelf systems with a business-critical platform
Client: Final Rest, an at-home pet euthanasia service.
Challenge: As a growing practice, Final Rest needed to streamline and optimise their daily operations. They had an existing workflow based on a number of systems that worked well in the early stages but was starting to slow them down. Many off-the-shelf practice management systems exist for the sector but they’re all extremely generic, attempting to cater for all veterinarians no matter how they operate or the services they provide. This lack of focus in the tools had been a frustration for team members when working at other practices, requiring a multitude of workarounds and non-scalable “hacks” to be implemented. Final Rest was growing, but their off-the-shelf practice management system couldn’t keep up. It lacked the flexibility to support their unique operations, leading to a tangle of workarounds and non-scalable hacks. Everyday tasks, like booking appointments, managing availability, assigning vets, and issuing invoices, relied on a series of disconnected tools, duplicated data entry and time-consuming manual processes.
What we delivered:
We produced a fully bespoke business management system that acts as a central hub for the entire operation:
- Booking engine with availability logic and automated scheduling
- Mobile-friendly interface for on-the-road vets to access case details
- Xero integration for seamless invoicing
- CalDAV calendar sync, eliminating double-bookings and improving planning
The impact:
- Over 1 FTE worth of admin time saved
- Ability to scale without the need to hire additional staff
- Lower risk of human error
- Happier staff, more consistent service, and a solid foundation for growth
2. Smarter customer comms that save time and money
Client: John Charcol, a leading independent mortgage advisor.
Challenge: John Charcol’s mortgage advisors regularly use SMS to communicate with customers, but off-the-shelf solutions facilitate a helpdesk workflow rather than one to one communication. With over 170 advisors and client relationship managers, John Charcol needed a large number of licenses to allow their staff a timely way to follow up with prospects during the mortgage process.
What we delivered:
We built a bespoke SMS platform integrated into their existing web app, assigning each advisor a unique UK SMS number. This enabled ongoing conversations with all their customers, at a reduced cost.
- Send messages at key moments in the lead journey
- Personalised content from advisors
- Back-office efficiency via automation and tracking
- All inbound and outbound messaging recorded in their CRM, Pipedrive
- Intuitative and familiar UI based on Mac Messages and WhatsApp
The impact:
- 86% reduction in SMS costs
- John Charcol saw a return of their investment within just 3 months
- Better conversion rates
- A more responsive experience for customers
Key takeaways for your next digital project
Whether you’re looking to improve internal workflows, or reduce operational costs, here are some key takeaways from these projects to guide your thinking:
1. Start with a real-world problem
Each of these projects began with a clearly defined challenge. Focus your efforts where the pain is most felt, and the value of the solution will be obvious.
2. Don’t be afraid to go bespoke
Off-the-shelf tools often force you to adapt your business to fit the software. Bespoke systems flip that on its head, they’re designed around you. That flexibility can unlock far greater efficiency and scalability in the long term.
3. Think integration, not isolation
Your bespoke tool doesn’t need to replace everything. The most effective solutions are those that connect smoothly with your existing systems, be it CRMs, finance tools or scheduling software, so they add value without disrupting what already works.
4. Prioritise user experience
Even if it’s just your internal teams using the software, good UX is critical. The best digital tools are intuitive, fast, and friction-free, because if they’re hard to use, they simply won’t be used.
5. Deliver value early, then iterate
A successful digital project doesn’t need to be a full system overhaul from day one. Small, focused improvements can drive quick wins, build momentum, prove ROI, and create a strong case for future phases.
Looking to kick off your own digital project?
Building custom software can unlock huge value, streamline operations, improve customer experience, and give you a competitive edge. But before you dive into development, it’s important to ask the right questions. Get in touch with us to discuss your project, we’ll help you explore your options, validate your ideas, and make sure your investment delivers real results.
