Complaints Captured Into the CRM the Moment They Arrive
When a complaint arrives by email, Build Concierge recognises it, summarises the issue, and logs it against the right customer record straight away, so it is captured the moment it lands.
No more complaints sitting unread while frustration builds. No more issues handled off the record and lost when someone moves on. No more guessing which accounts keep having problems.
The problem
Complaints arrive in the same inbox as everything else, and they rarely announce themselves. One gets read and dealt with; the next sits for two days while the customer's frustration hardens. Some get handled quietly by whoever caught them, with nothing logged, so when that person moves on, the history goes with them.
And because complaints are scattered rather than recorded in one place, nobody can see the pattern: which customers keep raising issues, or which problems keep recurring. When someone asks you to account for how a complaint was handled, the trail often does not exist.
The problem is not that complaints are ignored on purpose. It is that they are not consistently captured, so they cannot be consistently handled.
What the automation does
When a complaint lands by email, Build Concierge makes sure it is recognised and recorded straight away.
- Reads the email. It picks up the message as it arrives.
- Recognises it as a complaint. It understands the email is a complaint, even when the wording varies.
- Summarises the issue. It writes a clear, concise summary of what the complaint is about.
- Logs it to the record. The complaint and its summary are logged against the right customer in your CRM, straight away.
On the record, every time
The point is consistency: every complaint captured against the right customer the moment it lands, so nothing depends on who opened the email or whether they remembered to write it up.
What you get
- Every complaint captured and logged within seconds of arriving
- A clear summary against the right customer record
- A complete complaints history per customer, in one place
- A process that stands up to scrutiny
- Visibility of which accounts keep raising issues
Instead of complaints scattered across inboxes and memories, you get a consistent, recorded process. Every one is captured, summarised and filed, so it can be acted on and accounted for.
Ways to run it
Capture and log
Every recognised complaint is summarised and logged against the right customer automatically.
Build the history
Each complaint adds to that customer's record, so you can see repeat issues and patterns over time.
Route it onward
The logged complaint can be routed to the right team or person to pick up, so it is not just recorded but actioned.
Keep the original
The original email is kept with the record, so the full detail is there behind the summary.
What you need
Just three things:
- Build Concierge connected to your CRM
- Where complaints tend to arrive (which inbox or address)
- How you want them logged and who should pick them up
We support you in connecting to your CRM, and set the recognising, summarising and logging up around how your business already handles complaints.
Getting set up
Step 1: Talk to us
Tell us how complaints reach you today, and where they get missed or lost.
Step 2: We build it with you
We set up the recognition, the summary and where each complaint is logged.
Step 3: Test it live
We run real emails through it, check complaints are recognised and logged correctly, then switch it on.
Most businesses are up and running within days.
Common Questions
It reads the content and recognises the language of a complaint, even when people word it very differently. Anything ambiguous can be set to flag for a person rather than logged in error.
No. It captures and records the complaint so your team can respond properly. It makes sure nothing is missed, it does not answer on your behalf.
Against the right customer record in your CRM, with a clear summary and the original email kept alongside it.
Yes. Because every complaint is logged against the customer, their history builds up, so patterns and repeat issues become visible.
Think about the last complaint that sat unread, or the one handled off the record that nobody could account for later. This makes sure every complaint is captured the moment it lands.
Ready to take every complaint seriously?
Get in touch with the Build Concierge team and we’ll set it up around the way you work.
More from the knowledge centre
Add supplier invoices to job costs automatically
Keep project costs moving with the work. Build Concierge reads supplier invoices and adds their line items to the relevant job, reducing manual entry and giving your team a clearer view of recorded costs without requiring a purchase order.
Calculate job durations from labour hours automatically
Give your planners more time to organise the work. Build Concierge turns labour hours from incoming instructions into job durations, applying your agreed planning rules before the job reaches your job management system.
Sync CRM contacts to your job management system
Give your team time back from the very first customer contact. Build Concierge connects your CRM to your job management system, so new customer details can be matched or created automatically and your team can get on with arranging the work.
Turn a Recall Notice Into a Booked Visit, Automatically
No more a recall notice sitting in an inbox because nobody had ten minutes to turn it into a job. No more missing the deadline a notice actually asked for, because the urgency wasn't clear from the paperwork. No more retyping the same order number, site address and instructions by hand before a visit can even be booked.
.png%3F2026-09-10T14%3A13%3A33.730Z&w=3840&q=100)
Know What's Already Been Done at a Site, Before You Arrive
No more an engineer turning up with no idea what happened on the last three visits to that site. No more repeating a repair that was already tried and already failed. No more asking the client to explain the history because nobody wrote it down anywhere your team could find.
The DBS Check and the Roof Rack, Known Before Scheduling
No more engineers turning up to a school without a DBS check, only to be turned away at the gate. No more vans arriving without the roof rack, ladder or tow bar the job actually needed. No more finding out what a job required only after someone has already wasted a morning finding out the hard way.
Add supplier invoices to job costs automatically
Keep project costs moving with the work. Build Concierge reads supplier invoices and adds their line items to the relevant job, reducing manual entry and giving your team a clearer view of recorded costs without requiring a purchase order.
Calculate job durations from labour hours automatically
Give your planners more time to organise the work. Build Concierge turns labour hours from incoming instructions into job durations, applying your agreed planning rules before the job reaches your job management system.
Sync CRM contacts to your job management system
Give your team time back from the very first customer contact. Build Concierge connects your CRM to your job management system, so new customer details can be matched or created automatically and your team can get on with arranging the work.
Turn a Recall Notice Into a Booked Visit, Automatically
No more a recall notice sitting in an inbox because nobody had ten minutes to turn it into a job. No more missing the deadline a notice actually asked for, because the urgency wasn't clear from the paperwork. No more retyping the same order number, site address and instructions by hand before a visit can even be booked.
Know What's Already Been Done at a Site, Before You Arrive
No more an engineer turning up with no idea what happened on the last three visits to that site. No more repeating a repair that was already tried and already failed. No more asking the client to explain the history because nobody wrote it down anywhere your team could find.
The DBS Check and the Roof Rack, Known Before Scheduling
No more engineers turning up to a school without a DBS check, only to be turned away at the gate. No more vans arriving without the roof rack, ladder or tow bar the job actually needed. No more finding out what a job required only after someone has already wasted a morning finding out the hard way.
Add supplier invoices to job costs automatically
Keep project costs moving with the work. Build Concierge reads supplier invoices and adds their line items to the relevant job, reducing manual entry and giving your team a clearer view of recorded costs without requiring a purchase order.
Calculate job durations from labour hours automatically
Give your planners more time to organise the work. Build Concierge turns labour hours from incoming instructions into job durations, applying your agreed planning rules before the job reaches your job management system.
Sync CRM contacts to your job management system
Give your team time back from the very first customer contact. Build Concierge connects your CRM to your job management system, so new customer details can be matched or created automatically and your team can get on with arranging the work.
Turn a Recall Notice Into a Booked Visit, Automatically
No more a recall notice sitting in an inbox because nobody had ten minutes to turn it into a job. No more missing the deadline a notice actually asked for, because the urgency wasn't clear from the paperwork. No more retyping the same order number, site address and instructions by hand before a visit can even be booked.
Know What's Already Been Done at a Site, Before You Arrive
No more an engineer turning up with no idea what happened on the last three visits to that site. No more repeating a repair that was already tried and already failed. No more asking the client to explain the history because nobody wrote it down anywhere your team could find.
The DBS Check and the Roof Rack, Known Before Scheduling
No more engineers turning up to a school without a DBS check, only to be turned away at the gate. No more vans arriving without the roof rack, ladder or tow bar the job actually needed. No more finding out what a job required only after someone has already wasted a morning finding out the hard way.