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No matter how great your product is, the quality of your after-sales customer service can make or break your business.

Managing a mobile workforce in real-time speed is challenging and complicated. 

Keeping to SLAs, matching skills to requirements, engaging with customers – field service can be complicated and time-consuming. 

Our story

darkred was established by a group of people who are passionate about the service industry. We’re obsessed with two things: Driving exceptional customer service, and building great software. We are not software people who built a customer service product. We’re service experts who build service management software. That means our product works. We initially built darkred for ourselves to manage our service call center so we could provide world class service to our customers. After seeing the benefits of our system, we decided to offer every business the exact tool we use so they could also provide their customers with a world-class service experience.

The challenge

Most customer service platforms are built by developers or business managers who’ve never worked in customer service. The solution provider does not understand the service industry requirements, so do not add value, insight or expertise.

Service jobs takes weeks to be resolved. Customers are unhappy. Accounting is disorganised and laborious. Management have little oversight of performance. There’s no accurate reporting, so they don’t know what to improve so they can reach their service targets.

There is a better way.

The challenge

Most customer service platforms are built by developers or business managers who’ve never worked in customer service. The solution provider does not understand the service industry requirements, so do not add value, insight or expertise.

Service jobs takes weeks to be resolved. Customers are unhappy. Accounting is disorganised and laborious. Management have little oversight of performance. There’s no accurate reporting, so they don’t know what to improve so they can reach their service targets.

There is a better way.

Our solution

We provide a single integrated platform which efficiently and easily handles every stage of any field service process. Our aim is to provide a simple, seamless and intuitive platform for businesses to streamline their service process so they can provide first-class service, reduce service costs and improve their brand reputation.

Through darkred everyone works on the same solution – Management, Service Managers, Finance, Parts Managers, Service Agents, Technicians, Contractors and Customers. Everything gets updated in real-time, ensuring that everyone sees the same data and are able to answer questions accurately. This helps to drive improved efficiency, data is trusted and Finance has less reconciliation to do at the end of the month to process payments. Bottlenecks in the service process can be identified easily and addressed to ensure that service levels are maintained and even improved where possible.

Our solution

We provide a single integrated platform which efficiently and easily handles every stage of any field service process. Our aim is to provide a simple, seamless and intuitive platform for businesses to streamline their service process so they can provide first-class service, reduce service costs and improve their brand reputation.

Through darkred everyone works on the same solution – Management, Service Managers, Finance, Parts Managers, Service Agents, Technicians, Contractors and Customers. Everything gets updated in real-time, ensuring that everyone sees the same data and are able to answer questions accurately. This helps to drive improved efficiency, data is trusted and Finance has less reconciliation to do at the end of the month to process payments. Bottlenecks in the service process can be identified easily and addressed to ensure that service levels are maintained and even improved where possible.

We’re a small but mighty team on a giant mission to help every business deliver world-class customer service.

Peter Wright

Managing Director

Rob Hall

Commercial Director

Steven Helberg

Sales Manager

Meredith Madhlophe

Service Call Center Manager

Our values

Hands-on approach

We roll up our sleeves and get to know your business, processes and workflows. We respect that every business runs in its own way, and invest time to ensure the darkred, platform is configured to suit your needs and help your team do their job better.

Service, first.

We believe in delivering premium customer service - starting with our own customers. We constantly analyse how we can improve our service to add more value to our clients. We’re proud of our reputation for being friendly, helpful and willing to go the extra mile (or ten) to get the job done well.

Long-term partnership

We want you to succeed. We see ourselves as your partners. We share knowledge and walk the journey with you till you achieve results. We don’t sell you the platform, and vanish into thin air. We check in, check up, troubleshoot and shoot the breeze.

Growing, always.

We’re constantly evolving and adding new features a to help make your your job easier so you provide a premium, streamlined service.We’re always listening, learning and looking to improve our platform. If you have an idea or request, we’ll do what we can to make it happen.

Sharing expertise

We believe every company can deliver great service - if they have the right tools. We have our finger on the service industry pulse; keeping up to speed with the best practices, industry benchmarks and latest innovation. We share all this with you to help you improve your offering and meet your targets.

A glimpse of what we’ve helped our clients to achieve.

“Our Days to Close went from 25 days to 7 days when we switched to darkred“
Decrease your days to close by up to 75% like the Evolution Group
“We import well-known brands like Raleigh, Trojan Fitness. Retailers like Makro & Game will not stock our products if our after-sales customer service is poor. We tried a bunch of things but nothing could integrate into our ERP, link to a spares and warehouse module and had google routing that route resources to save time and money.Our Days to Close were at 25 days. We switched to darkred, and now have an average of 7 Days to Close. Our sales increased 35%. We are now the model for Makro and Game.”
Sean Roberts
CFO, The Evolution Group
“We reduced our warranty costs by easily identifying faulty components.”
Reduce your warranty costs like KIC
“We handle thousands of service calls a month and have dozens of technicians on our books. We need a customised system which would do the following: log calls, allocate technicians and follow-up with customers. We also need robust data analysis and reporting functions. With darkred, our service has improved dramatically. We reduced our warranty costs by easily identifying faulty components. The reporting functionality gives us power to see what’s going on. It’s the best system we’ve had in a long time.”
Gansen Govender
Customer Service Executive KIC after sales
“Customer experience is very important to our business. But we aren’t service experts. Our Days To Close dropped from 25 days to 12 days“
Improve your customer experience like Teljoy
“Customer experience is very important to our business - but we aren’t service experts. We wanted a cloud-based service which would improve our customer service and give us honest feedback and data about our suppliers. Since using darkred, our performance has increased significantly. Our DTC dropped from 25 days to 12 days.”
Saul Gur
Financial Director, Teljoy

Benefits some of
our clients have experienced

Increased part sales
by 35%

Doubled service
profitability

30% increase month on month in Service Revenue

Significant (100%+) increase in technician footprint

10,697
Number of tickets
created monthly
19,873
Number of calls
logged a month
250+
Service agents
managed through our platform
1,000
Number of
SMSes sent
“We appreciate how darkred, continuously advises us on whats going at the market - tell us who to be aware of. We are able to leverage what they had learned already. They are willing to spend the time to understand our processes, the problems and roll up their sleeves and get involved in the nitty gritty details…” Saul Gur Teljoy

You can’t put a price on your reputation. Find out how we can help you improve your service process.

Contact Us
Contact Us