Why Corb Chose Build Concierge to Eliminate Admin Overload in Facilities Maintenance

The Challenge

Corb is a nationwide facilities maintenance provider supporting hospitality and retail clients. Operating in a sector defined by strict service level agreements (SLAs), Corb’s reputation has been built on reliability and exceptional service delivery.

“We are the contractor that responds on time and prides ourselves on first fixes," explains Operations Manager Amy Charman. "That commitment to customer service has helped us win major clients across the country.”

Corb's 24-hour internal Helpdesk is the engine room of the business, managing job logging and engineer coordination while handling the job admin and updates across multiple systems.

As job volumes increased, planners were losing hours each day to manual admin tasks, including creating jobs, rekeying data and updating multiple portals.

The Insight

Time studies showed each Corb planner was spending around 3 hours per day on administrative tasks, equating to around 15 hours per day across the team.

Some work orders could take up to 15 minutes to process due to multiple system updates. "It was mind-blowing," says Charman.

Corb looked for a solution that would free up the team to focus on more high-value tasks. “There were third-party consultants that could have built workflows for us but we prioritised choosing a collaborative partner who could support from beginning to end.” 

Corb wanted to work with a UK-based, ethical supplier of AI, which is compliant with GDPR and has all the relevant data ISO accreditation. “When you’re sharing core business data and integrating a technology across your whole business, it’s important to find the right partner.”

The Solution

Corb implemented Build Concierge to automate job logging and workflows.

Incoming requests are automatically analysed to extract key information which is used to create jobs within BigChange, their existing job management system, without the need for manual support from the team.

This removes the need for planners to manually update multiple platforms. The system also captures job notes and communications automatically, ensuring records are stored consistently and reducing the risk of human error.

Workflow

Automation supports Corb's existing processes, including updating records and logging notes across systems. “We were already workflow-driven,” says Charman. “So it made sense to use AI to enhance those workflows and remove the mundane repetitive tasks.”

The system extracts relevant information such as: site location; job description; priority level; SLA requirements. It then automatically creates the work order within BigChange.

Build Concierge reduces repetitive tasks and improves consistency. “It’s never been about replacing people,” Charman emphasises. “It’s about freeing up time so our planners can focus on higher-value work and supporting future growth.”

Rollout

A phased rollout approach was used to introduce automation gradually while maintaining service levels. As the team embraces each level of automation, the next feature will be introduced.

“We are transitioning stage by stage,” Charman says. “Not changing everything at once. That’s been a real selling point for the team.”

For Corb, the long-term goal is to integrate AI across its operational ecosystem while preserving the company’s core commitment to service.