Ditton HR is a consultancy based in Thames Ditton, Surrey. Founded by Claire Watt, the business supports small companies that don’t have their own HR department, helping them with handbooks, policies, grievances, and recruitment, as well as larger organisations that need extra capacity for specific projects such as investigations or salary reviews. Operating primarily across London and Surrey, the team has grown steadily, with over twelve associates regularly working with the business each month.
As her business grew, Claire found it hard to keep everyone aligned and decided to introduce Capsule to Ditton HR. Since then, it has become central to how the business operates, transforming everything from client communications to sales follow-up. In Claire’s words, it’s been “probably the biggest change in my business in the last five years.”
Growing pains in a people-first business
As Ditton HR grew, managing multiple opportunities across a bigger team became increasingly difficult. With a growing number of associates and active clients, Claire found it harder to maintain a clear picture of where each relationship stood.
Client conversations were scattered, context was lost between team members, and when someone was in a meeting, on holiday, or off sick, picking up their work meant piecing things together from emails and notepads. At the same time, the sales process was living entirely in Claire’s diary. Proposals were going out, but without a consistent system to follow up, opportunities were sometimes missed.
“Things were not followed up, and sales were not closed that could have been because there was no sort of proper follow-up process,” Claire explains.
Finding the right fit through community recommendation
Claire first heard about Capsule through her HR consultancy network. It had become a recurring topic of conversation, with peers sharing how it was helping them run their businesses more effectively. Rather than conducting a lengthy comparison process, Claire could draw on the collective experience of people who had already done that work.
“Everyone had looked into other things. There are other systems that may do more and connect with more things, but they’re very expensive. For a small business, I needed something that did the job but was reasonably priced.”
She was then connected with a specialist who helped her implement Capsule and tailor it to the specific needs of her business, a step she credits as making a real difference to how smoothly things got started.
One place for everything
With Capsule in place, the business finally had a single shared view of every client relationship. Associates could log in, see the full history of a client’s interactions, and pick up where someone else had left off without needing to track down the person who last spoke to them.
“Now we’ve got one place where everyone can go on and look at where we are with each client, what conversations have been had. And people can pick things up when other people are in meetings or on holiday or off sick.”
This has had a direct impact on the quality of service Ditton HR can offer. Clients receive a consistent experience regardless of which team member they’re dealing with, and nothing gets missed when circumstances change unexpectedly.
Turning the sales process into a structured pipeline
One of the most immediate improvements came in how Claire manages new business. The sales pipeline gave the whole process a clear structure, tracking deals from first conversation through to signed terms, with tasks and reminders ensuring that no potential client goes quiet without a follow-up.
“Now it’s on the sales pipeline. You move the potential sale along until it’s won. It’s very clear where you are with everything. You don’t forget things, you’ve managed to follow them up, you set tasks, it reminds you to contact that person and check in.”
The pipeline also connects directly to live client projects, so everything from the initial conversation through to active work is visible in one place. This makes it easier to understand the context behind any client engagement and to see exactly where deals are won or lost.
Tracks: streamlining client onboarding with a single click
Among the features Claire uses most, Tracks have made a real difference to how new clients are brought on board. When onboarding begins, she applies a pre-built track that instantly populates the project with every task that needs to be completed, including who is responsible for each step.
“It’s one click of a button, the track is set up, and you’re ready to go.”
The visual task management has also made it easier for the whole team to stay on top of their workload. Tasks are clearly displayed as overdue or upcoming, and Claire can switch between a list view and a board view depending on what she needs. It’s a small detail, but it reflects how well the system adapts to different working styles.
Getting the team up and running quickly
Bringing new associates onto the system has been straightforward. Claire uses training videos alongside her own walkthroughs to get people familiar with how things work, and most pick it up quickly. When a former colleague recently rejoined the business after five years away, her reaction captured the transformation well.
“She was like, ‘I can’t believe how impressed I am with how you’ve put all these systems in place. You’re a completely different business to what you were five years ago.’”
Key takeaways
One place for every client relationship. With a growing team of associates, Ditton HR needed a shared view of every client interaction. Capsule gave the whole team a single place to log conversations, pick up work, and cover for each other without anything falling through the cracks.
A sales pipeline that actually closes deals. Before Capsule, follow-up was inconsistent, and opportunities were slipping away. The pipeline gave Claire a clear, structured process from first conversation to signed terms, with tasks and reminders keeping every potential client moving forward.
Onboarding made simple with Tracks. Capsule's Tracks feature transformed how Ditton HR brings new clients on board. One click sets up a full task list with clear ownership, turning what was once a manual process into something the whole team can run consistently.
The kind of system a small business can actually afford. Claire's network had already done the research. Other platforms did more, but at a cost that didn't make sense for a small consultancy. Capsule hit the right balance: the functionality she needed, at a price that worked.
Conclusion
For Ditton HR, the impact of Capsule has been felt across the whole business. More deals are being followed up on and closed. The team is better equipped to cover for one another. Clients receive a more consistent, professional experience. And Claire has a clear view of performance that simply didn’t exist before.
“It’s saved us time. It’s improved our customer service. It’s closed more deals. And ultimately, that’s got to save you money because time is money and sales are money.”
Claire now regularly recommends Capsule to others in her network and has introduced fellow HR consultancy owners to both the platform and the implementation support that helped her get started. She also runs informal demos for contacts who are curious, showing them first-hand how the system works in practice.
Ready to take back control of your pipeline? Enjoy 14 days of Capsule for free and discover how you can keep your team aligned and deliver a better experience to every client.
