Enquiries and web forms logged as sales opportunities
Turn enquiries from website forms, lead platforms and email into sales opportunities in your job management system, with customer details captured and the right person alerted.
When it starts
A new enquiry arrives from your website form, a lead platform or email.
What happens
Build Concierge reads the details, matches or creates the customer record, and logs a sales opportunity with the full enquiry.
What you get
Enquiries in your pipeline, the right person alerted and no details to retype.
The problem
Enquiries arrive through website forms, lead platforms and general inboxes. Each one needs someone to read the request, find or create the customer, enter the details in your job management system and decide who follows up.
When that waits for someone to be free, enquiries wait too. A request that lands at 5.30pm may not be logged until the next morning. Details get missed, the sales team asks for information the customer has already supplied, and your pipeline only shows the enquiries someone found time to enter.
What the automation does
Build Concierge turns incoming enquiries into sales opportunities in the background, with the customer details and full request ready for follow-up.
- Picks up the enquiry. A website form notification, lead platform message or email to your sales inbox starts the workflow as soon as it arrives.
- Reads the details. It extracts the customer's name, phone number, email address, postcode or address, and what they are asking for, whatever the form layout.
- Matches or creates the customer. Build Concierge checks your job management system (such as BigChange) for an existing record. A clear match is used; if there is none, a new record is created. If the match is unclear, including where duplicate records exist, your team is alerted to decide.
- Logs the sales opportunity. The opportunity gets a clear title, your chosen stage and a note containing the full enquiry. Your team can see what was asked without reopening the original email.
- Alerts the right person. Your sales team receives the customer's name and a direct link to the opportunity.
- Raises anything unclear. If a step cannot be completed, your team receives an alert with the original enquiry, so it can be picked up.
What you get
- Enquiries in one pipeline. Customer details and requests are recorded together, in the same format each time.
- No retyping. Your team stops copying details from form emails into the system.
- Follow-up in the right hands. The person responsible receives the customer's name and a link straight to the opportunity.
- Cleaner customer records. Repeat enquiries are matched to the customer you already hold. Unclear matches go to your team to decide.
- The same process out of hours. Overnight and weekend enquiries are logged just like those that arrive at 10am.
- More time for sales conversations. Your team starts with the enquiry details in front of them, instead of piecing them together from email.
Ways to run it
- Start with enquiry logging, then add the options that fit the way you sell.
- Website forms. If your form sends a notification email, it can start the workflow. Your website stays as it is.
- Lead tracking platforms. Enquiries from these platforms are read and logged in the same way.
- Live chat. When a completed chat transcript is emailed to you, the customer details and request are extracted and logged as an enquiry.
- Sorting by type. Separate domestic and business enquiries, or sort by the service requested, so each opportunity is logged at the right stage.
- Routing by territory. Use the postcode to send the opportunity to the person responsible for that area.
- Standard pricing. Add a price from your rates for standard services, so the quote is ready for the customer.
- Customer replies. Send an acknowledgement or standard price by email or text, using wording you control.
- Out-of-hours phone enquiries. Log enquiries taken by your Receptionist when the office is closed in the same way.
What you need
- A job management system (such as BigChange) where your sales opportunities are recorded.
- The inbox that receives your enquiries or notification emails, whether from website forms, lead platforms or your sales mailbox.
- Your sales stages and rules for who follows up each type of enquiry.
- A few recent enquiries, including the awkward ones, so we build around what actually arrives.
- Optional: your standard prices, if you want prices added to opportunities.
Getting set up
Step 1: Talk to us
Show us where enquiries arrive, where they get delayed and who follows them up.
Step 2: We build it with you
We build around your forms, sales stages and team, working alongside your existing systems with no replatforming or disruption.
Step 3: Test it live
We test real enquiries with your team, check the results and make any adjustments before switching it on.
Common Questions
It's software that helps a field service or trades business turn a request for work into a priced quote. The simpler versions just give you a form to build a quote in. Build Concierge goes a step further and reads a client's own spreadsheet or tender document directly, turning it into a quote without anyone retyping the line items.
It's built around the spreadsheets your own clients actually send you, since these differ from business to business. Once it's set up around your real examples, it recognises the same layout reliably going forward.
It works out the price directly from the quantity and cost already on the spreadsheet, so the numbers come from the client's own document rather than a guess. Most businesses still have someone check the finished quote before it goes out, at least to begin with.
A quoting template still needs someone to read the client's spreadsheet and retype every line into it. This reads the spreadsheet itself and builds the quote directly, so the retyping step disappears.
That's exactly the kind of document it's built for, a tender with several different types of work bundled onto one spreadsheet. Each line is priced individually regardless of which trade it belongs to.
Yes, if your form sends a notification email. We build around the emails you already receive, so your website stays as it is.
The existing record is used, keeping the opportunity alongside the customer's history. If more than one record could be right, your team is asked to choose.
Your team receives an alert with the original enquiry. Missing details are not filled in on a guess.
Yes. You set the rules, such as postcode area or type of work, and the opportunity goes to the right person.
Yes. It can send an acknowledgement by email or text and include a price for standard services. You approve the wording.
No. It handles the logging, so your team can start each follow-up with the enquiry details ready and focus on the conversation.
Ready to put your enquiries straight into the pipeline?
Get in touch with the Build Concierge team and we’ll set it up around the way you work.
More from the knowledge centre
Automatically text engineers when client portals need updating
When a job's status changes in your system, Build Concierge texts the engineer the job reference, the new status and a link to the right client portal. Engineers get an automatic reminder, so your office has less chasing to do.
Accept ServiceChannel work orders from your job management system
When a new ServiceChannel work order arrives, Build Concierge can create the job in your job management system and accept the work order in ServiceChannel for you. If your team reviews work first, acceptance can wait until they change the job's status instead.
Automatically flag parking fines reported on job cards
When an engineer records a Penalty Charge Notice on their job card, Build Concierge emails the job reference and the job card to the right person in your office, so nobody has to search job cards for reported fines.
Automatically text engineers when client portals need updating
When a job's status changes in your system, Build Concierge texts the engineer the job reference, the new status and a link to the right client portal. Engineers get an automatic reminder, so your office has less chasing to do.
Accept ServiceChannel work orders from your job management system
When a new ServiceChannel work order arrives, Build Concierge can create the job in your job management system and accept the work order in ServiceChannel for you. If your team reviews work first, acceptance can wait until they change the job's status instead.
Automatically flag parking fines reported on job cards
When an engineer records a Penalty Charge Notice on their job card, Build Concierge emails the job reference and the job card to the right person in your office, so nobody has to search job cards for reported fines.
Automatically text engineers when client portals need updating
When a job's status changes in your system, Build Concierge texts the engineer the job reference, the new status and a link to the right client portal. Engineers get an automatic reminder, so your office has less chasing to do.
Accept ServiceChannel work orders from your job management system
When a new ServiceChannel work order arrives, Build Concierge can create the job in your job management system and accept the work order in ServiceChannel for you. If your team reviews work first, acceptance can wait until they change the job's status instead.
Automatically flag parking fines reported on job cards
When an engineer records a Penalty Charge Notice on their job card, Build Concierge emails the job reference and the job card to the right person in your office, so nobody has to search job cards for reported fines.