AGS One builds growth & service improvements with AI customer engagement platform Build Concierge
Specialist cleaning services provider AGS One, is using a new AI-powered customer engagement and automation platform to reduce administration and improve customer service. Using Build Concierge, which includes an automated workflow builder and business support services, AGS One is maintaining 40 per cent growth without additional back-office resources. The Brighton-based company is saving around 25 hours a day by automating manual tasks and workflows, and is improving the accuracy, timeliness, and documentation of business-critical 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 an array of private sector businesses, for close to 25 years. With operational headquarters in Canary Wharf, and contracts across London, the South, and Wales, AGS One is experiencing significant growth – 40 per cent year on year – and now employs around 200 people across its two operational bases.
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,” commented 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 the 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.”
AGS One was originally attracted to Build Concierge by its AI-powered receptionist. Replacing an existing out-of-hours service, Concierge Receptionist not only answers calls and messages, it uses customisable workflows to capture new enquiries, answer routine queries like one of the AGS team, and action requests automatically. “The receptionist service offered by Build Concierge was an instant win – we 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,” McMillan continued.
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 also include automating quote generation, creating new jobs, answering routine enquiries and providing updates, and 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,” McMillan concluded, “and 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.”
