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 four core products. Concierge Receptionist is an AI-powered call handler that manages all inbound phone calls around the clock, capturing information, creating jobs, and triggering next steps automatically, with additional channels to follow. Concierge Support is one smart 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. The Workflow Builder is a no-code automation tool that connects these products to your existing job management system, turning real business events into automated actions such as job creation, quote follow-up, and data extraction, without your team needing to build or manage any code. Together they ensure that every customer interaction and back-office process, 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 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 available APIs, 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 available APIs. 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 available APIs. 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 available APIs. 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.

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.

Concierge Support is Build Concierge's one smart inbox for back-office teams. It brings all customer and engineer communications, calls, SMS, WhatsApp, and email, into a single place, with AI working alongside your team in real time.

When a call or message comes in, Concierge Support gives your team instant access to the full history of that customer's interactions, so the context of any ongoing issue is immediately visible before a word is spoken or a reply is sent. This means faster, more accurate responses and a consistently strong customer experience, regardless of which team member picks up.

AI provides live transcription and a real-time summary throughout every call, so there are no handwritten notes to type up afterwards and no risk of errors from rushing the write-up. Once the interaction ends, a structured record is logged automatically to the relevant job or customer record.

Concierge Support also detects when an automated workflow should be triggered from any conversation, not just calls. If the exchange indicates that a new job needs creating, a note needs adding, or a next step needs scheduling, the system initiates that action automatically. It can also send an automated summary of the conversation and the agreed next steps to both the customer and the relevant back-office team member, turning every interaction into a clean, structured update with no manual effort required.

Concierge Advisor is an AI assistant embedded on your website. It answers customer enquiries, captures job requests, qualifies leads, and escalates to your team when needed, operating 24 hours a day, 7 days a week.

For service businesses, this means every website visitor who has a question or wants to report a fault gets an immediate, accurate response at any time of day, including outside office hours. Enquiries that need a human are passed to the right person with all the relevant context already captured. Leads that come in overnight are not waiting in an inbox the next morning. They have already been qualified and logged.

Concierge Receptionist is Build Concierge's AI-powered call handler. It manages all inbound phone calls around the clock, responding to customers, capturing the information needed, logging requests, and triggering the appropriate next step automatically, with additional channels to follow.

Unlike a call answering service that simply takes a message, Concierge Receptionist understands what the caller needs and acts on it. If a new job needs to be raised, it is raised. If an existing job needs updating, it is updated. If the call needs to be escalated to a human team member, it is escalated with full context already captured.

For service businesses that receive a high volume of inbound calls, particularly outside business hours, Concierge Receptionist ensures that no contact goes unhandled and no job is missed regardless of the time of day.

The Workflow Builder is the part of the Build Concierge platform where you configure your automations. It is a no-code, drag-and-drop tool that lets you map out the steps of any repeatable back-office process and set the system to carry them out automatically.

It works by breaking down the manual tasks your team currently carries out, processing a work order, handling an inbound email, writing up a call, into a sequence of steps with the same logic your team would follow. Once those steps are configured, the Workflow Builder runs them automatically every time the right trigger occurs, whether that is a new email arriving, a call ending, or a work order being received.

It is simple to add new automations, easy to update existing ones if your processes change, and straightforward to test before anything goes live. Our support team guides you through your initial setup and is always available to help you add new workflows as your needs evolve.

AI is embedded throughout the Build Concierge platform and applied at the points in a workflow where a more intelligent response is needed, rather than a simple rule-based action.

Within the Workflow Builder, AI reads and understands the content of work orders and emails to extract the relevant information, translates engineer notes into structured English, identifies what type of job needs to be created based on the content of a message, detects when a follow-up quote should be raised from a completed job card, and recognises when a workflow should be triggered from a customer conversation.

Within Concierge Support, AI provides live transcription and real-time call summaries for your back-office team, surfaces the full history of the customer's previous interactions instantly, and detects when an automated action should be triggered from the conversation. It also generates and sends automated summaries of interactions to both the customer and the relevant team member once the conversation ends.

Within Concierge Receptionist, AI handles every inbound phone call, understands the intent of the caller, and takes the appropriate action: creating a job, updating a record, escalating to a human, or sending a customer confirmation, all without manual input. Additional channels are on the roadmap.

Within Concierge Advisor, AI engages website visitors in real time, answers their questions, qualifies their enquiries, and captures the information needed to act on their request before passing it to the right person with full context attached.

The AI works in the background, within the workflows your team has configured, so the output is always consistent with how your business operates.

Yes. Build Concierge records and transcribes both automated calls handled by Concierge Receptionist and human calls handled through Concierge Support.

For automated calls, every conversation is transcribed, summarised, and logged to the relevant job or customer record automatically, creating a complete audit trail with no manual input required.

For human calls handled through Concierge Support, the AI provides live transcription and a real-time summary for the back-office team member on the call, along with a structured write-up that is logged automatically once the call ends. This means your team never needs to make notes during a call and every customer interaction is documented accurately, consistently, and immediately.

The results our customers see fall into five areas: time saving, cost reduction, revenue protection, scalability, and visibility.

On time saving, the most immediate and measurable impact is on work order processing. Before Build Concierge, manually creating a job in a job management system takes an average of 3 to 6 minutes of uninterrupted processing time per work order. For a business handling 200 work orders a day, as some of our customers do, that represents between 10 and 20 hours of manual work every day, just on job creation alone. With Build Concierge, every one of those jobs is created automatically, instantly, the moment the work order arrives.

On cost, businesses that previously relied on out-of-hours call handling agencies or support teams to cover evenings and weekends see significant savings when Concierge Receptionist handles that coverage instead. The cost of missed calls and missed jobs is also eliminated.

On revenue, automated quote follow-up means no opportunity goes cold because someone forgot to chase it. Automated job card review means follow-up work is identified and quoted every time, not just when a team member has capacity to look.

On scalability, the business can handle more volume with the same team. Growth no longer requires a proportional increase in back-office headcount.

On visibility, leadership teams gain real-time oversight of every area of the operation, not a summary at the end of the day, but live data that supports faster, better decisions.

The results across our customer base speak for themselves.

TWD previously spent a minimum of 3 minutes manually creating each job in their system. With around 200 work orders to process every day, that was a minimum of 10 hours of manual job creation work every single day. With Build Concierge, every one of those jobs is now created automatically, instantly, the moment the work order is received. That is 10 hours a day returned to the team without reducing what gets done.

Sherwoods, a facilities maintenance business managing around 15,000 customer sites, is now running over 8,000 automated workflow executions every week through Build Concierge. Automation is saving around 1,600 minutes of staff time every day, the equivalent of almost four full-time roles, which has been redeployed into higher-value work. Three estimators are now producing the output of 6.5, and a backlog of 480 open estimates was cleared entirely in six hours using automated batch workflows.

AGS One, a specialist cleaning and maintenance provider, was spending up to 10 minutes manually processing each work order. They receive hundreds every day. With Build Concierge, that processing now happens in seconds. The business believes it can grow up to 10 times its current size while keeping headcount flat, and their team are generating returns estimated at 100 times their cost to the business.

Corb, a nationwide facilities maintenance provider managing eight client portals, had planners spending around 3 hours each per day on administrative tasks, equating to 15 hours across the team every day. Some individual work orders were taking up to 15 minutes to process due to multiple system updates. With Build Concierge, that processing is now automated, and the team is focused on client growth and securing new business instead.

Beyond job creation, customers save significant time on call write-ups, email triage, quote follow-up, invoice matching, and job card review. As part of the sign-up process, we work with you to map your current manual workload and calculate the projected time saving specific to your operation. We share this as a detailed ROI report before you commit.

As part of the sign-up process, we work with your team to understand the time currently being spent on manual back-office tasks, the costs being incurred from phone systems and out-of-hours call handling, and the revenue at risk from missed follow-ups and cold quotes. We then calculate the ROI you will achieve once Build Concierge is live.

This calculation is done on a call or in person at your offices, and we share a detailed report that you can take to relevant stakeholders. It is specific to your operation, based on your volumes and your current costs, not a generic estimate.

For most businesses, the ROI is measurable within the first weeks of going live, as the time saving on work order processing alone typically covers the cost of the platform.

Reactive service businesses, those that respond to inbound fault reports, emergency call-outs, and unplanned maintenance requests, typically see the highest immediate impact from Build Concierge. This is because reactive work is by nature unpredictable in volume and timing, which means the manual processing load is difficult to plan for and often results in bottlenecks at peak times.

With Build Concierge, every inbound work order is processed instantly regardless of when it arrives. A fault report that comes in at 11pm is turned into a job record and ready to schedule by the time the team starts in the morning or, if it is urgent, escalated immediately via Concierge Receptionist. The back-office team no longer arrives to find a backlog of overnight work orders waiting to be processed.

Automated call handling also means that out-of-hours contacts are never missed and never result in a customer calling back because they could not get through. Every contact is captured, logged, and actioned even outside business hours.

For businesses delivering planned maintenance or contracted services, the operational challenge is different but equally demanding. Contract work typically comes with strict SLA requirements, high work order volumes from client portals, and a need for precise audit trails and documentation.

Build Concierge automates the portal-to-job workflow that underpins most contract service delivery, reading work orders from client portals, creating jobs in the management system, applying the correct job type and SOR codes, and keeping the audit trail complete and accurate throughout. This removes the most time-consuming element of contract management from the back-office team entirely.

For businesses managing multiple contracts with multiple clients, each with their own portal and requirements, Build Concierge handles the variation between formats and delivers a consistent, standardised output into the job management system every time.

Our customers consistently describe the same shift: from a back-office team that spends most of its time processing and catching up, to one that is genuinely in control of the operation.

AGS One's General Manager David McMillan puts it simply: 'We are outcompeting companies that can't match our technical ability. When customers need urgent support, there's always someone available because they're not bogged down with a hundred other little things.' AGS One believes Build Concierge gives them the ability to grow up to 10 times while keeping headcount flat, and their staff are generating returns estimated at 100 times their cost to the business.

Sherwoods Contracts Director Kevin Wiltshire describes the impact as operational firepower: 'Build Concierge is helping us cut out admin that does not add value. The time saving is real and it is giving our team more capacity to focus on service delivery and doing the job properly.' With over 8,000 automated workflow executions running every week and 1,600 minutes of staff time saved every day, Sherwoods has redeployed the equivalent of almost four full-time roles into higher-value work.

Corb Operations Manager Amy Charman was sold within five minutes of the first demo: 'We found our team was spending around 15 hours a day on admin tasks AI could do. It became a no brainer. It's now giving them the opportunity to focus on client growth and securing new business.' Corb is using 2026 to embed AI across the business before going for growth in 2027.

TWD previously spent a minimum of 10 hours every day just on manual job creation. That work now happens automatically. We are happy to connect prospective customers with existing customers to hear their experience directly. Speak to our team to arrange this.

Build Concierge is ready to go as fast as your team can handle. Whether you want to take a phased approach, starting with one or two automations and building from there, or go all-in from day one and automate as much of the manual work as possible immediately, we are set up to support either path.

There is no single answer to how long setup takes because it depends on the complexity of your processes, how many automations you want to configure, and the pace your team is comfortable with. What we can say is that our team will have your tailored onboarding kicked off as soon as you sign up, and we will not move faster than you are ready to.

Our support team holds your hand through the initial setup and is always available for additional questions, new automations, and ongoing training as your use of the platform deepens.

As part of the sign-on agreement, every customer receives a dedicated onboarding plan tailored to their business. We start by understanding your current processes, your job management platform, and where the biggest manual workload sits, then we configure the automations that will have the most immediate impact first.

After the initial onboarding, we move into our Go-Live and Activation stages. This is a period of additional care where all team members receive hands-on support and regular contact with our 24/7 team of experts. We are there to make sure the automations are running correctly, your team is confident using the platform, and any issues are resolved quickly.

As you mature with the platform, our Customer Success team remains on hand for ongoing support, product updates, and to make sure you are always getting the maximum benefit from the platform. We hold regular check-ins at every stage of the customer journey.

Our team comes to your offices, or we love welcoming customers to ours. We also run regular in-person training and education days, whether you want to send a new team member or deepen your own knowledge of what the platform can do, our doors are always open.

Build Concierge is priced on a flat monthly fee, with additional minutes and email sends charged at an overage rate beyond the included allowance. We do not publish specific pricing on this page as the right package depends on your volume, your processes, and the automations you need.

As part of the sign-up process, we calculate the ROI specific to your business so you can see clearly what the platform will save you before you commit. For most customers, the time saving on manual processing alone covers the cost of the platform within the first weeks of going live.

To get a pricing conversation started, please get in touch with our team.

Our typical contract length is 24 months. For further details or to discuss your specific situation, please use the button below to contact us directly.

For most customers, the return on investment is measurable within the first weeks of going live. The most immediate saving comes from work order processing. The moment the first automated job creation workflow is live, the manual time previously spent on that task is eliminated entirely.

Beyond the immediate time saving, ROI compounds over time as more automations are added, more follow-up quotes are captured, more out-of-hours contacts are handled without cost, and the team's capacity is increasingly freed up for higher-value work.

We calculate the projected ROI for your specific business as part of the sign-up process and share a detailed report. This gives you a clear picture of what to expect before you commit, and a benchmark to measure against once you are live.

Build Concierge integrates with any platform that has available APIs. This includes all major job management and field service platforms, CRM systems, finance software, customer portals, and communication tools.

The platforms most commonly used across our customer base include BigChange, Joblogic, and Simpro. But our integration capability is not limited to these. If your system has an API, we can connect to it and automate the same workflows regardless of which platform you use.

Our team confirms compatibility as part of the initial conversation and handles the technical setup as part of your onboarding.

Yes. Build Concierge can integrate with any system that has available APIs. The platforms we name publicly are the ones most commonly used across our current customer base, but these are not the limits of our integration capability.

If you use a system that is not on our listed integrations, speak to our team. In almost all cases, if the platform has an API, we can connect to it.

Yes. Automatic portal processing is one of the most commonly used and highest-impact automations our customers run. Build Concierge monitors your customer portals for new work orders and processes them automatically, reading the work order, extracting the relevant information, and creating a clean job record in your job management system without anyone from your team needing to log in.

This works across multiple portals simultaneously, handles variation in work order formats between different clients, and runs 24/7 so work orders that arrive overnight are ready in the system by the time your team starts in the morning.

Yes. Build Concierge holds ISO 27001 certification for information security management, ISO 9001 certification for quality management, and Cyber Essentials certification. All customer and job data is encrypted, controlled, and fully traceable across every interaction. These certifications were achieved in September 2025.

Every automation in Build Concierge has error handling built in. If a step in a workflow fails, for example because a work order arrives in an unexpected format or a required field is missing, the system flags the exception and alerts the relevant person on your team so it can be handled manually.

Where information is incomplete, the AI can also respond directly to request the missing details from the relevant person, whether that is the customer, a colleague, or an engineer in the field, before continuing the workflow. This means processes can often resolve themselves without any manual intervention from your team.

This means your operation is never dependent on an automation running perfectly every time. The automations handle the vast majority of cases automatically, and the exceptions are surfaced clearly so nothing falls through the cracks.

Our support team also monitors automation performance and will proactively reach out if we identify patterns in failures that suggest a workflow needs adjusting.

You can log in to your Build Concierge portal at portal.prod.buildconcierge.com. If you have any difficulty accessing your account, please contact our support team who are available 24/7.

You can add and remove users directly within your Build Concierge account settings, no support request is needed. Navigate to the account management section of your portal, where you will find the option to invite new users, set their access level, or remove existing users.

If you need help with this or have questions about user permissions, our support team is available around the clock.

Yes. Build Concierge is designed to support service businesses that operate across multiple locations, depots, or teams within their own organisation. You can manage different teams, sites, and workflows within a single account, with the relevant automations and configurations applied to each.

If you have questions about how to structure your account for your specific operational setup, speak to our team as part of onboarding and we will configure it correctly from the start.

Our support team is available 24 hours a day, 7 days a week. You can reach us by:

• Calling Concierge Receptionist on +44 3330 111111

• Sending a WhatsApp message to the same number

• Emailing our support team directly

• Visiting our support portal

All contact options link directly to our support team and we aim to respond to all issues as quickly as possible. For urgent operational issues, calling or WhatsApp will get the fastest response.

Training is built into every stage of the Build Concierge customer journey. During onboarding, our team works through the platform with you and your team hands-on, configuring your automations and making sure everyone is confident using the system before you go live.

After go-live, our Customer Success team holds regular check-ins to make sure you are getting the most from the platform and to introduce new features as they become available. We also run regular in-person training and education days, open to all customers, whether you want to bring a new team member up to speed or deepen your own understanding of what the platform can do.

Our team is happy to come to your offices, or to welcome you and your team to ours. Training is not a one-off event. It is a continuous part of the relationship.

From the moment you sign up, you have a dedicated onboarding plan tailored to your business. We start by understanding your processes, your job management platform, and where the highest-value automation opportunities are, then we configure and test the first automations together.

Once your initial automations are live, we move into our Go-Live and Activation stages, which provide a period of intensive support and regular contact with our expert team to make sure everything is running as it should and your team is fully confident.

As you mature with the platform, our Customer Success team is on hand for ongoing support, to keep you informed of product updates, and to make sure you are always maximising the benefits of the platform. We are in regular contact with every customer at every stage of their journey. This is not a platform you are left to figure out on your own.