28 01732 759725 replaced our existing service with one that was immeasurably superior, and was just a fraction of what the solution could offer, all for the same cost,” says McMillan. Since implementing Build Concierge, AGS One has created more than 50 business, operational or client-specific workflows. Primarily focused on processing inbound customer contacts, these include automating quote generation, creating new jobs, answering routine enquiries, providing updates, raising purchase orders and issuing invoices. Build Concierge also provides total visibility of all interactions for KPI and SLA reporting and management oversight. “Every day we discover something else that Build Concierge can do, from simple work arounds to total automation of complex and resource-intensive processes,” adds McMillan. “The impact on business is tangible – we are saving around 25 hours of routine admin every day and we have identified £21k in missed revenue. We are also improving the customer experience. Our customers, and their customers, are never on hold, they are never waiting for information and, as a result, we are winning and maintaining more business. “Our team is also more engaged and more enthused – each day is different, they aren’t bogged down with manual tasks, which means they are more productive and more focused. They can see that the work they are doing is having an impact, and this is good for them, good for the customer and good for the business.” www.buildconcierge.com and Wales for close to 25 years. Currently enjoying year on year growth of 40%, it employs around 200 people across its two operational bases in Brighton and Canary Wharf. Having already embraced technology with a job management solution from BigChange, AGS One was keen to explore how automation of manual, repetitive and resource-intensive tasks could impact the business. “As our volume of work increased, we obviously needed more people to do the work, but we also needed more people to support the work, and that just wasn’t sustainable,” said David McMillan, General Manager at AGS One. “Having worked with the Build Concierge team before, we were lucky to be one of the first people to take a look at their new offering and I knew immediately it was something we needed. The ability for a customer to communicate with us across multiple channels and have a solution that can populate our entire platform, in seconds, without errors and without volume limitations was a game changer.” Initial attraction AGS One was originally attracted to Build Concierge by its AI-powered receptionist. Replacing an existing out-of-hours service, Concierge Receptionist answers calls and messages and uses customisable workflows to capture new enquiries, answer routine queries like a member of the AGS team and action requests automatically. “The receptionist service offered by Build Concierge was an instant win – we Specialist cleaning services provider AGS One, is using a new AI-powered customer engagement and automation platform to reduce administration and improve customer service. Build Concierge, which includes an automated workflow builder and business support services, has enabled AGS One to maintain 40% growth without additional back-office resources and save around 25 hours a day by automating manual tasks and workflows, while also improving the accuracy and timeliness of businesscritical processes, including invoicing and customer communications. AGS One has been providing specialist cleaning, coatings, pest control, vegetation management and safety critical labour in partnership with local authorities, public transport organisations and private sector businesses across London, the South AI-powered customer engagement and automation platform enables AGS One to save 25 hours a day on paperwork despite year-on-year growth of 40% All the answers AI The man behind the bot Build Concierge is an AI-powered customer engagement and automation platform for contract-driven field service and trades businesses. It answers calls and messages around the clock and holds two-way conversations with customers and engineers across phone, email, SMS, WhatsApp and web chat. Behind these conversations, Build Concierge uses no-code workflows to run the job lifecycle end to end: raising and updating jobs; quoting for further works; matching supplier invoices to purchase orders; invoicing; and flagging jobs at risk of breaching SLAs. Build Concierge integrates seamlessly with existing systems including BigChange, Simpro and Joblogic, as well as workforce management, hire and CAFM tools. The company was founded by Martin Port, founder of BigChange and Masternaut, drawing on nearly thirty years of building technology for the service sector. It officially launched in January 2026, backed by £4.4 million in seed funding, and is used by many businesses in drainage, pest control, specialist cleaning, fire and security and facilities management. Build Concierge is based in Leeds, UK. www.buildconcierge.com
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