Award-winning drainage company TW Drainage (TWD) has seen significant improvements to its routine administration processes following the implementation of a new AI-powered customer engagement and automation platform. TWD credits the Build Concierge platform, which includes an automated workflow builder and business support services, with helping to identify and eliminate duplication and errors from its job creation workflow, in addition to streamlining the handling of out-of-hours workflows.

TW Drainage is a multi-award-winning business providing high-quality drainage and groundwork services to both businesses and home customers. With callouts available 24 hours a day, seven days a week, its mission statement is to solve any problem. After years of experience, TWD has equipped its teams to handle any issue quickly and efficiently, with a high level of professionalism and attention to detail, which is the basis of its success. TWD puts customers first, aiming to perform on time and within budget – every time.

“When I started the business 18 years ago, I was sending jobs to engineers using my Nokia mobile phone, and everything was recorded on paper to begin with, and then spreadsheets. At the start we were probably doing tens of jobs a day,” commented Tommy Ward, Founder and Director of TW Drainage. “Fast forward to now, and we have 40 vehicles on the road, we employ 60 members of staff, and we have our own state-of-the art premises.

“Last month we had our busiest month ever, completing in excess of 5,000 jobs, and I can confidently say that the input from Build Concierge has contributed to this success immeasurably.”

Using Build Concierge, TWD has transformed how it processes and responds to incoming jobs. Before it implemented the AI-powered customer engagement platform, details from inbound telephone calls and emails were manually entered into the company’s job management system, BigChange. This was time-consuming, taking around 4 minutes on average for every job, and had the potential to introduce errors or duplication within the workflow. Using Build Concierge, all details are automatically captured, processed, and actioned, according to bespoke processes created within the platform. This has reduced the time taken to process each job to just 30 seconds.

In addition to the improvements seen in the administration process, TWD has also improved its out-of-hours service process.

“Call handlers can now focus on providing the best service to customers while Build Concierge captures all relevant information – creating new jobs or providing updates on existing work,” added Stacie Somers, Team Leader.

“This has never been about reducing our headcount,” concluded Tommy Ward. “By investing in AI through Build Concierge, I am just making people’s working days easier. Our team is empowered to be the best they can be, and to focus on providing the best possible service. That means our staff are happy, our customers are happy, and I am happy.

“I know we are only at the start of seeing the potential in what Build Concierge can offer the business, so I will, with their ongoing support, continue to work with them to help make TW Drainage the best it can be.”