Who is Dartel Solutions and what do they do?
Dartel Solutions installs security cameras and alarm systems in Spain and sells equipment through its online shop. Small team, customers writing in four languages — English, Spanish, Russian and Ukrainian — and the phone ringing while they are up a ladder on an install.
What problem did they have before automating?
Every enquiry — from the website, over WhatsApp or through the shop — depended on somebody stopping work to answer it. Outside working hours nobody replied, and whoever asked at ten at night had gone cold by the next morning.
It was never a problem of service quality: it was a problem of doing two things at once. Nobody can mount a camera and quote a job at the same time.
What exactly was automated?
| Piece | What it does |
|---|---|
| AI assistant on the website | Helps visitors in 4 languages, knows the real shop catalogue and answers at any hour. |
| AI-powered WhatsApp reception | Replies instantly, understands what the customer needs and logs it. The team picks the conversation back up later with the full context in front of them. |
| A custom CRM | Every enquiry lands there on its own. Nothing is typed by hand and nothing gets lost. |
| Order alerts | Every shop order reaches the team's phone the moment it happens. |
| Automatic backups | The business data is saved on its own, with nobody having to remember. |
| Social media publishing | Content is prepared automatically and approved from the phone before it goes out. |
None of this replaced the software they already used. It was built on top of what was there, which is how you do it when a business can't stop trading to migrate.
What changed after automating?
Customers get an answer straight away, at any hour and in their own language, and every enquiry is logged with zero manual work. The team installs; the system answers.
The one figure we can measure: the shop assistant handled 60 conversations in 61 days — measured on 27 August 2026 — without anyone on the team climbing down a ladder for a single one of them. It is not a huge number; it is a real one, and it is exactly the work that used to be lost out of hours.
What changed isn't that service got better: it's that it happens always. The ten-o'clock-at-night enquiry no longer waits for the morning.
How long did it take to go live?
It was not built all at once. Customer service first, because that was what was bleeding; then the CRM where every enquiry lands; later the order alerts, the backups and the social publishing. Each piece went in once the previous one was genuinely in use.
That is how we prefer to work: one automation running and used beats five half-finished. And the business never stopped trading.
Why are we publishing this case with a name?
Because it's a real, verifiable case: everything described here has been running every day at Dartel Solutions — it isn't a mock-up or a proof of concept. We would rather publish one case with a name, dates and technical detail — what was built, on top of which software, and what changed — than a row of logos with nothing behind them.
We also say what we do not know. We do not publish how much extra the business billed because of this, because we have no way to separate that effect from everything else the company did in the same period. A figure that cannot be measured does not get invented.
Frequently asked questions about this case
Can the same thing be built for a different kind of business?
Yes, and the pieces are in fact the same. An assistant answering with the real data of the business, one place where every enquiry lands, and automatic alerts work just as well in a clinic, a restaurant or a law firm. What changes is the information it answers with and which software it connects to, not the mechanics.
Did they have to change the software they already used?
No. Everything was built on top of what was already there: their website, their online shop, their WhatsApp number. You cannot ask a trading business to stop and migrate platforms, and it is almost never necessary.
Does the assistant really answer in several languages?
Yes: it handles Spanish, English, Russian and Ukrainian, which are the languages their customers write in. It detects the language of the message and replies in the same one, with the real catalogue information. That is one of the reasons it was automated: staffing customer service in four languages was not viable for a team that size.
What happens when the assistant does not know something?
It says so and hands the conversation to a person, with everything already logged. In a security company that matters more than in most sectors: an invented figure about a device or an installation is not a service slip, it is a technical problem. The system is built to hand over rather than guess.
Does automating customer service cost you the personal touch?
What it costs you is the waiting. The customer writing at ten at night gets an answer and leaves their enquiry on record; the team picks it up the next day with the full context in front of them instead of starting from scratch. The personal touch is still there, it just no longer depends on somebody watching a phone.
What would something like this cost?
This case brings several pieces together and is not sold as one closed block. Each of them is published separately, with its price, in the automation catalogue: standard ones run from €490 to €1,490 to set up plus a monthly maintenance fee, with no lock-in and excluding VAT. Anything outside the standard is quoted separately before starting.
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