AI helps AGS One sustain 40% growth while freeing 25 hours of admin each day

Specialist services provider AGS One says Build Concierge has helped it automate more than 50 workflows, uncover £21,000 in missed revenue and scale without increasing back-office headcount.

A specialist cleaning and support-services provider is turning to artificial intelligence to keep pace with rapid expansion, using automation to trim administration, tighten processes and improve customer response times. AGS One says its adoption of Build Concierge has allowed it to sustain 40 per cent annual growth without adding back-office headcount, while freeing up roughly 25 hours a day that had previously been spent on routine tasks.

The Brighton-based business, which has spent close to a quarter of a century delivering specialist cleaning, coatings, pest control, vegetation management and safety-critical labour, works with local authorities, transport operators and private-sector clients across London, the South and Wales. It now employs about 200 people across two operational bases, including its headquarters in Canary Wharf, and has been under pressure to scale support functions as work volumes rise.

According to AGS One general manager David McMillan, the company had already invested in digital job management through BigChange, but was looking for a way to remove repetitive manual processes that were becoming harder to sustain. Build Concierge, which positions itself as an AI-powered omnichannel engagement platform for service businesses, combines workflow automation with customer communication tools that can handle calls, messages, bookings and follow-up activity in real time. Its core products include an AI receptionist, workflow builder and support tools designed to connect with existing systems without disrupting them.

For AGS One, the most immediate gain came from replacing an out-of-hours answering arrangement with Build Concierge’s receptionist service, which the company says is now handling routine calls and enquiries while triggering automated actions where needed. Since implementation, AGS One says it has built more than 50 workflows covering inbound contacts, quote creation, job setup, order raising, invoice issuance and customer updates. The system also gives managers greater oversight of service levels and performance indicators by logging interactions in a single view.

McMillan says the platform has already uncovered around £21,000 in missed revenue, while also improving the speed and reliability of documentation around invoicing and communications. The broader effect, he argues, has been felt by staff as well as customers: fewer manual tasks, less time spent chasing information and a more responsive service for clients and their customers alike. Build Concierge says its platform is intended to help service firms scale by automating repetitive processes across the customer journey, from first contact through to back-office execution.

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Source: Fuse Wire Services