Automate job card follow-ups
Your AI Receptionist calls or texts the engineer for the details your office needs.
Missing job details can hold up invoices and delay quotes for further works. Build Concierge spots the gaps, asks the engineer for exactly what is needed and adds their answers to the job card. Your team can receive an update each time if you choose.
Missing details hold up the next step
Engineers finish one job and head straight to the next. Parts used, model numbers, meter readings or details of further works can get missed along the way.
The office has to spot the gap, track down the engineer and chase an answer, often more than once. By then, the engineer may be several jobs further on and the details harder to recall.
Meanwhile, invoicing can stall, the customer report waits and follow-on work stays on hold.
How it works
- Check the job card. When a job is completed, the automation checks the card for the details you need, such as parts used, readings or further works.
- Identify the gaps. The workflow picks out anything missing or unclear so the engineer is asked for exactly what is needed.
- Contact the engineer. Your AI Receptionist calls, refers to the job and site, and asks for the missing details. You can choose a text instead.
- Update the job card. The engineer’s answers are added to the card in your job management system. For calls, the transcript is captured too.
- Keep your team informed. If you choose, the office receives a short summary of what was missing and what was added. If the engineer cannot be reached after your set retries, your team can be notified to follow up.
Illustrative example
A plumbing engineer completes a boiler repair but leaves the parts used section blank. Shortly after completion, the Receptionist calls:
“Hi Jordan, it’s a quick call about the boiler repair at 22 Station Road. Which parts did you fit?”
Jordan lists the parts. They are added to the job card, the office receives a short summary, and the job is ready to move on to invoicing.
What you get
- Less chasing for the office. The automation spots gaps and follows up with engineers for answers.
- More complete job cards. Missing details are chased shortly after the job, while it is still fresh in the engineer’s mind.
- Jobs that move on sooner. Invoicing, customer reports and quotes for further works can proceed without waiting for the office to chase.
- A clear record. Every follow-up is logged against the job, including what was asked and what the engineer said.
- Updates on your terms. Hear about every follow-up or just the ones that need attention.
Choose how it runs
Phone call. The Receptionist asks for each missing detail in a short conversation. A good fit when several details are needed or an answer needs explaining. You set how many times it retries if there is no answer.
Text message. The engineer receives a text explaining what is missing and replies when it suits them. A good fit for a single detail, such as a model number.
Choose your notifications
Decide how much your team hears, by email or text:
- Every follow-up. A short summary of what was missing and what was added.
- Exceptions only. An update when an engineer cannot be reached or an answer needs checking.
- None. The job card is simply updated.
What you need
- Build Concierge connected to your job management system.
- Your AI Receptionist set up to make calls if you want call-based follow-ups.
- Engineers’ mobile numbers on their records.
- A clear list of the details each job card should include. These may differ by job type.
Getting set up
- Define the checks. Speak to your Customer Solutions team about which job types and details you want checked.
- Agree the follow-up. Choose what the Receptionist asks, whether to call or text, and who should be notified.
- We build the workflow. We set up the job card check, the Receptionist script and the workflows that contact the engineer and update the card.
- Test and roll out. Start with a small number of jobs, then roll out across the team.
Common questions
Anything an engineer can explain in a sentence or two: parts used, model or serial numbers, readings, time on site or whether further works are needed.
Not over a call. If a photo or signature is missing, the workflow can flag the job to your team so they can arrange it.
The Receptionist can retry the call a set number of times over a set period. Texts can be answered when it suits the engineer. If they still cannot be reached, your team can be notified.
You set the hours your Receptionist makes calls. Follow-ups due outside those hours wait until the next working period.
Yes. Each follow-up is logged against the job and call transcripts are captured, so you can see what was asked and what the engineer said.
Spend less time chasing job details
Missing details should not mean an afternoon on the phone. Build Concierge follows up with the engineer automatically and adds their answers to the job card. Your team hears as much or as little as you choose.
Already a customer? Speak to your Customer Solutions team.
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