Frequently asked questions

Build Concierge is an AI-powered customer engagement and back-office automation platform built specifically for service businesses. It sits alongside your existing job management system and automates the manual, repetitive work that currently takes your team's time processing work orders, handling inbound calls and messages, creating jobs, chasing quotes, logging notes, and more, all running 24 hours a day, 7 days a week, without anyone in your team needing to do it manually.

Where most businesses use their job management platform to record and track work, Build Concierge handles the operational layer around it: the communication, the data entry, the follow-up, and the customer-facing interactions that happen before and after a job is in the system.

The platform delivers this through three core products. Concierge Receptionist is an AI-powered call and message handler that manages inbound contacts across phone, SMS, WhatsApp, and email around the clock, capturing information, creating jobs, and triggering next steps automatically. Concierge Support is a unified inbox for your back-office team that brings all customer and engineer communications into one place, with live AI transcription, instant historical context, and automated workflow triggering built in. Concierge Advisor is an AI assistant embedded on your website that answers enquiries, qualifies leads, and captures job requests 24 hours a day, 7 days a week. Together they ensure that every customer interaction, at any time of day, is handled, logged, and acted on without manual effort from your team.

Build Concierge is designed for service businesses that have a job management platform in place but are still carrying a significant manual workload in their back office. If your team is spending large parts of their day logging into portals, re-keying work orders, processing emails, handling inbound calls, chasing quotes, or writing up job notes, Build Concierge is built for you.

The businesses that see the most immediate impact are those where manual processing has become a bottleneck that limits growth. Operations managers, directors, and business owners in these organisations often describe the same problem: the team is working hard but the business cannot scale without adding more headcount to match every new customer or contract.

Build Concierge is used across facilities management, drainage, fire and security, HVAC, plumbing and heating, electrical, property maintenance, and other field service sectors.

Build Concierge is designed for service businesses that have a job management platform in place but are still carrying a significant manual workload in their back office. If your team is spending large parts of their day logging into portals, re-keying work orders, processing emails, handling inbound calls, chasing quotes, or writing up job notes, Build Concierge is built for you.

The businesses that see the most immediate impact are those where manual processing has become a bottleneck that limits growth. Operations managers, directors, and business owners in these organisations often describe the same problem: the team is working hard but the business cannot scale without adding more headcount to match every new customer or contract.

Build Concierge is used across facilities management, drainage, fire and security, HVAC, plumbing and heating, electrical, property maintenance, and other field service sectors.

Build Concierge works with service businesses that operate in the field service and property maintenance sectors, including facilities management, drainage, fire and security, HVAC, plumbing and heating, electrical services, and general property maintenance.

The common thread across all of these is not the sector but the operational profile: a business with a job management system, a back-office team processing a high volume of jobs, and a growing gap between the manual effort required to run the operation and the team's capacity to do it.

The pain points are consistent. Teams are manually entering job information into multiple systems, uploading documents by hand, reviewing engineer notes and then taking further manual steps based on what they find, and spending hours each day on tasks that add no value but cannot be left undone. If that description fits your operation, Build Concierge is worth exploring.

No. Build Concierge is not a job management platform and is not a replacement for the one you already use. It works alongside your existing system, whether that is BigChange, Joblogic, Simpro, or any platform with an open API, and handles the operational layer around it.

Your job management platform records and tracks jobs, manages scheduling, and stores your customer and asset data. Build Concierge automates the work that happens around those jobs: processing inbound work orders, creating job records automatically, handling customer communications, summarising calls, chasing follow-up quotes, and managing the back-office tasks your team currently does manually. The two work together. Build Concierge makes your job management platform more productive without asking you to change the system you already rely on.

Your job management platform is a system of record. It stores jobs, manages schedules, and gives your team visibility of what needs to be done. But it requires your team to put information in before it can work, and that data entry, communication handling, and follow-up is where the manual workload lives.

Build Concierge sits upstream of your job management platform and automates that input layer. Work orders are processed automatically. Jobs are created without anyone re-keying data. Customer emails are triaged and logged. Calls are transcribed and summarised. Follow-up quotes are generated. All of this happens in the background, without your team needing to trigger it.

The result is that your job management platform stays fully up to date in real time, your back-office team handles far fewer routine tasks, and the time they used to spend on manual processing is freed up for work that actually requires human judgement.

A call answering service provides a human or basic automated response to inbound calls, takes a message, and passes it on to your team to action. The work of processing that information, creating a job, logging a note, updating a customer record, still lands on your back-office team.

Build Concierge's Concierge Receptionist is an AI-powered call handler that does not just answer the call. It understands what the caller needs, transcribes the conversation, summarises the key information, logs it to the right job or customer record, and triggers the appropriate next step automatically. If a new job needs creating, it is created. If a follow-up is needed, it is scheduled. Your team receives a structured update rather than a message to action.

For your back-office team handling calls directly, Concierge Support changes the experience entirely. Every call is taken within the platform, with instant access to the full history of that customer's interactions so your team always has context before they say a word. AI provides a live transcription and summary as the call happens, so there are no handwritten notes to type up afterwards and no risk of human error from rushing the write-up. Once the call ends, a structured record is logged automatically. The same logic applies across every channel. Whether the contact arrives by phone, SMS, WhatsApp, or email, the information is processed, the right action is taken, and your team's time is protected.

Field service automation is the use of software and AI to handle the repetitive, rule-based tasks involved in running a field service operation without requiring manual input from your team. This includes processing inbound work orders, creating and updating job records, communicating with customers, transcribing calls, raising purchase orders, matching invoices, chasing quotes, and more.

Build Concierge applies field service automation specifically to the back-office layer of a service business: the administrative and communication work that happens around every job. Rather than replacing the field service management software you already use, it automates the work your team does to keep that software fed with accurate, timely information.

The practical result is that jobs that previously required 3 to 6 minutes of uninterrupted manual processing per work order now happen instantly, without any human involvement, around the clock.

Back office automation is the process of using technology to perform administrative, operational, and data-handling tasks that were previously done manually by staff. In a service business, this typically includes processing inbound work orders, creating job records, logging customer communications, matching invoices to purchase orders, chasing outstanding quotes, and writing up field notes.

For service businesses, the back office is the engine that keeps everything moving, but it is also where the most time is lost to repetitive, low-value manual work. Automating these tasks frees your team to focus on the work that requires human judgement, improves accuracy by removing the risk of manual errors, and allows the business to handle more volume without adding headcount.

Build Concierge is purpose-built to deliver back office automation for service businesses with a job management platform, handling the specific tasks and workflows that are most common in field service operations.

No, and this is one of the most important things to understand about how Build Concierge works. AI handles the tasks that should not require a person in the first place: re-keying data from portals, writing up call notes, creating job records from emails, chasing quotes that have gone cold. These are tasks your team does because they have to, not because they add value.

When those tasks are automated, your back-office team does not disappear. They do different, higher-value work. They handle the exceptions, manage customer relationships, support engineers in the field, focus on new business, and contribute to areas of the operation that genuinely benefit from human involvement. Many of our customers find that automation does not reduce headcount but does allow the same team to handle significantly more volume, or shifts the team's focus from reactive processing to proactive operations.

Build Concierge is designed to support your team, not replace them.

Build Concierge can automate any repeatable, rule-based process in your back office. Based on what our customers are running today, here are the 12 most common automations:

1) Work orders processed and jobs created automatically. No more logging into portals, reading work orders, and re-keying everything. Jobs appear in your job management system ready to schedule.

2) Parts flagged and purchase orders raised automatically. When an engineer flags a part, the PO is raised immediately. No admin review, no delay.

3) Job cards cleaned and standardised automatically. Notes come back from the field clean, structured, and consistent. No one is fixing spelling errors at the end of the day.

4) Engineer notes translated into clear English automatically. For multilingual teams, notes are translated and standardised before they reach the job record.

5) SOR codes applied and line items created automatically. The system reads the job notes and prepares the billing. Jobs are ready to invoice immediately.

6) Subcontractor invoices matched and job costs updated automatically. Invoices arrive, get matched to the right job and PO, and costs are applied. Finance moves to exception handling.

7) Client emails triaged and logged to the right job automatically. Nothing sits in a shared inbox waiting for someone to act on it.

8) Calls transcribed, summarised, and logged automatically. Every back-office call becomes a structured job update with a full audit trail and no manual write-up required.

9) Sales opportunities created from field activity automatically. When an engineer identifies an upsell opportunity, it is in the pipeline before they have left the site.

10) Quotes followed up automatically. Every quote gets chased on schedule. No more prospects going cold because the team forgot.

11) Supplier invoices processed, matched, and costed automatically. From inbox to job record without a person in the middle.

12) Job cards reviewed, follow-ups, and quotes created automatically. When a job is completed, the system reviews the notes, cleans the card, and creates quotes for any additional work it identifies.

These automations are configured specifically for your business and your job management platform. If a process is not on this list, it does not mean it cannot be automated. Speak to our team about what else is possible.

Build Concierge reduces back office workload by taking over the manual, rule-based tasks that your team currently has to do themselves and doing them automatically, instantly, and around the clock, 365 days a year. Unlike your team, it is never affected by out-of-hours, bank holidays, or seasonal peaks in demand. The most significant time saving comes from work order processing. Before Build Concierge, a team member has to log into a customer portal, read the work order, interpret the information, create a job record in the job management system, and assign it correctly. For most service businesses this process takes between 3 and 6 minutes per work order. For businesses handling 100 to 200 work orders a day, that is between 5 and 20 hours of manual work every single day, just on job creation alone.

With Build Concierge, that process happens automatically in the background. The work order is read, the job is created, and it is ready to schedule with no human involved. The same principle applies to inbound emails, call logging, quote follow-up, invoice matching, and every other repeatable task in the back office. The result is not just time saved. It is a back-office team that is no longer the bottleneck in the operation, a business that can handle more volume without adding headcount, and a leadership team with real-time visibility rather than end-of-day catch-ups.

Most job management systems are excellent at storing and tracking work but they rely on your team to put the right information in at the right time. The manual effort of feeding your job management system with accurate, timely data is where most back-office workload lives.

Build Concierge automates this input layer. Using the Workflow Builder, you map out the steps your team currently takes to process a work order, handle a customer call, or act on a field note and the system takes over those steps automatically. It connects to your job management platform via API and creates, updates, and logs records directly, without anyone on your team needing to trigger it.

The setup process starts with understanding your current workflows: what triggers the task, what data is needed, what the output should look like in your system. Our team works through this with you as part of onboarding, and our support team is on hand throughout to help you add new automations as your needs evolve.

Automating field service operations starts with identifying which tasks in your back office are repetitive, rule-based, and do not require human judgement. These are the tasks that automation handles best, and they are also, typically, the tasks that consume the most time in a field service operation.

The most impactful starting points for most service businesses are: inbound work order processing, call handling and transcription, customer email triage, quote follow-up, and job card completion and review. Together these account for the majority of manual back-office hours in a typical field service business.

Build Concierge automates all of these and more through its Workflow Builder, which lets you set up the specific automation logic your business needs without writing any code. Once configured, the automations run 24/7, handling every instance of the task the moment it arrives whether it is 9am on a Monday or 2am on a Sunday.

Automated job management for service businesses means using AI and workflow automation to handle the administrative tasks involved in creating, processing, and managing jobs without requiring manual input from your team.

In a typical service business, job management involves a series of steps: a work order or enquiry arrives, someone processes it and creates a job record, engineers are scheduled, the job is completed, notes are written up, the customer is updated, and follow-up work is identified. Without automation, every step in this chain requires a person. With automated job management, the repetitive steps happen automatically, freeing your team to focus on the steps that genuinely benefit from human involvement.

Build Concierge automates the back-office layer of job management specifically for service businesses with an existing job management platform. It does not replace your system. It makes it work harder, with less manual effort from your team.

The Workflow Builder is where your automation journey begins. It works by breaking down the manual tasks your team carries out every day into a sequence of steps that the system follows on your behalf, using exactly the same logic your people already use.

It is simple to get started. Drag and drop the steps needed to complete each task, build in the decision branches your team would naturally follow depending on the situation, and add AI where a more thoughtful response or action is required. Once it is set up, the Workflow Builder runs 24/7 in the background with no input needed from your team.

From that point, every time the right trigger occurs, an email arrives, a call ends, a work order is received, your automation kicks in instantly and handles the work behind the scenes. If you want to add a new automation, simply head back in, add your steps, and it is live. If your processes ever change, it is just as easy to update.

Testing is straightforward, so you can make sure everything is working exactly as it should before it goes live. And you are never on your own. Our support team guides you through your initial setup and is always on hand for additional questions and training as you grow.

Our customers are running automations across every area of their back-office operation. The most common outcomes we see running across our customer base include:

• Work orders from customer portals processed and jobs created in the job management system automatically, removing the need for manual data entry entirely

• All inbound calls transcribed, summarised, and logged to the correct job record, giving the team a full audit trail without anyone writing up notes

• Quote follow-up running on schedule without anyone tracking it manually, meaning no opportunity goes cold

• Completed job cards reviewed automatically, with follow-up quotes created for any additional work identified in the engineer's notes

• Client emails triaged and assigned to the right job the moment they arrive, eliminating the shared inbox backlog

• Subcontractor invoices matched to jobs and POs automatically, with finance moving to exception handling rather than manual reconciliation

• Sales opportunities from field activity logged to the pipeline automatically before the engineer has left the site

One of our customers, TWD, previously spent at least 3 minutes manually creating each job in their system. With around 200 work orders to process each day, that represented a minimum of 10 hours of manual work every day on job creation alone. With Build Concierge, every one of those jobs is created automatically.

Yes. Build Concierge is designed to work alongside the job management platform you already use, not replace it. It connects to your system via API and reads, creates, and updates records directly, so your job management platform stays up to date automatically without anyone on your team having to do it manually.

Build Concierge can integrate with any platform that has an open API connector. The platforms most commonly used across our customer base include BigChange, Joblogic, Simpro, and others in the field service sector. If your platform is not on this list, speak to our team. If it has an API, we can almost certainly connect to it.

Build Concierge can integrate with any job management or field service platform that has an open API. The platforms most commonly used across our customer base are BigChange, Joblogic, and Simpro, but we are not limited to these.

If you are using a platform that has an API connector, we can connect to it. Our team will confirm compatibility as part of the initial conversation and will handle the technical setup as part of your onboarding.

If your job management platform is not one we have listed, that does not mean we cannot integrate with it. Build Concierge integrates with any system that has an open API connector. The platforms we name are simply the ones most commonly used across our current customer base.

Speak to our team and we will confirm whether your platform is compatible. In most cases, if the system has an API, we can connect to it and automate the same workflows regardless of which platform you use.

Yes. One of the most common and highest-impact automations our customers run is the automatic processing of work orders received through customer portals. Instead of a team member logging into the portal, reading the work order, and re-keying the information into the job management system, Build Concierge does this automatically the moment the work order arrives.

This is particularly impactful for businesses that manage multiple client contracts, each with their own portal and work order format. Build Concierge handles the variation between portal formats and delivers a clean, consistent job record into your system every time.

Scaling a field service business requires transitioning from manual, owner-dependent operations to automated, system-driven processes. The businesses that struggle to scale are almost always the ones where every additional customer or contract adds a proportional amount of manual work to the back office. When the team cannot keep up, the business cannot grow without hiring more people to do the same repetitive tasks.

Build Concierge breaks this pattern. By automating the manual back-office work that currently limits your capacity, work order processing, job creation, call handling, quote follow-up, invoice matching, the same team can handle significantly more volume. The business can take on new customers and contracts without the back office becoming the bottleneck.

The leadership team gains something equally important: the confidence to actively pursue growth, knowing that the operational side can handle the additional workload. That shift from managing today's jobs to building tomorrow's pipeline is what scaling actually looks like in practice.

Growing a business typically means adding resources, more people, more vans, more equipment, to handle more work. Revenue increases, but so do costs. Profit margins can stay thin or get thinner, because the cost of delivery grows in line with the volume.

Scaling means increasing revenue and volume without a proportional increase in cost. It is about making the operation more efficient so that each additional job costs less to process than the last. For a service business, the most powerful lever for scaling is reducing the manual effort involved in running every job through the back office.

Build Concierge is a scaling tool, not just a growth tool. It allows your business to handle more with the same team by removing the manual workload that currently limits your capacity, which means revenue can grow faster than costs.

Every manual back-office task takes time. When that time is freed up by automation, your team does not disappear. They do different work. The back-office team that previously spent most of their day processing work orders, writing up call notes, and chasing quotes now has capacity for the things that actually require human judgement: managing complex customer relationships, supporting the field team, identifying new opportunities, and focusing on quality rather than volume.

This means the business can take on more customers and more contracts without needing to hire more people to handle the administrative load. Growth becomes possible without the cost base growing at the same rate, which is the definition of a scalable operation.

For business owners and directors, this changes the conversation. Instead of asking how many more people do we need to handle this much work, the question becomes how much more work can we handle with the team we already have.

When the repetitive, manual tasks are automated, your back-office team shifts from reactive processing to proactive operations. The team members who were logging into portals and re-keying data are now available for work that has more impact: supporting the field team, managing customer relationships, handling the exceptions that automation flags, and contributing to the parts of the business that genuinely benefit from human involvement.

In our experience, automation does not reduce back-office headcount. It changes what the back office does. Teams that were stretched by the volume of manual processing become equipped to support a significantly larger operation. And the people within those teams typically find the work more engaging when it is not dominated by data entry.

Yes, and this is one of its core strengths. Unlike a team of people, Build Concierge does not have a capacity ceiling. It processes every work order, handles every inbound call or message, and completes every automated task the moment it arrives, regardless of volume. Whether you are processing 50 jobs a day or 500, the system handles the load without any degradation in speed or accuracy.

For growing businesses, this means the operational infrastructure scales ahead of the commercial growth, rather than behind it. You can pursue new customers and contracts knowing that the back office will not become the constraint.v

Most service businesses are reactive by default. The team spends the day responding to what comes in, processing what arrives, and handling the exceptions that land in front of them. There is rarely time to focus on the bigger picture because the immediate workload is always urgent.

Build Concierge removes the reactive processing load from your team. When work orders are created automatically, emails are triaged without manual review, calls are transcribed and logged without anyone writing them up, and follow-up quotes are sent without anyone tracking them, the team is no longer firefighting. They have time to focus on the activities that move the business forward.

Leadership teams that implement Build Concierge often describe a shift in how the operation feels: from constantly catching up, to genuinely getting ahead. That shift starts with removing the tasks that should not require human attention in the first place.