Customer support
Every customer answered in your voice by UK-managed people, evenings and weekends included.
Your tenants don’t stop at 5pm. Neither do we.
Tenant tickets, contractor dispatch, alarms, access issues, payment follow-up and ledger entry, around the clock, with written escalation rules for every site.
Sound familiar?
- Who is watching your business at 2am on a Sunday?
- Tenants need help at any hour: power, leaks, lifts, fire alarms and access fobs.
- A cold room can fail at 3am, full of other people’s stock.
- You run more than one site, and each one has its own contractors to dispatch.
- Overdue rent and invoices go unchased because nobody has the hours.
- Your out-of-hours calls go to a service that charges by the minute and does not handle them well.
What we take on for you
Each job has a page of its own: what we take on, who does what and who says yes.
Evenings, weekends and 24/7 cover
Cover the hours you can’t, at the same rate.
Back office and admin
The admin gets done, the same way every time.
Monitoring: cold rooms, alarms and building alerts
Eyes on your alerts around the clock, with written rules for every one.
Credit control (payment follow-up)
Polite, persistent, on schedule.
Data projects
That’s not typing. That’s thinking.
A day in the life
An example day
- 22:00Human
Our evening person takes over from the day team and reads the handover report.
- 23:15Bot
The bot watches your alerts and sorts the tenant tickets that come in, so the person sees what matters first.
- 03:10Bot
A cold room drifts out of range. The bot checks the alert against your written rules, filters out the noise and flags a possible fault.
- 03:12Human
Our person looks at the history graph and decides whether it is a real fault.
- 03:15Human
It is. Our person posts to the right group and calls the engineer on your list.
- 04:30Human
Our person follows up with the engineer until the unit is back in range, then closes the alert and logs it.
- 06:50Human
Our person writes the end-of-shift handover report.
- 07:30You
You read the handover report. Anything outside your written rules is marked there for your yes.
Bots for your industry
These bots are from our own team, and each one has a job card. Here is what each would do in your business. A named person from our team approves what a bot prepares, and a bot acts on its own only after you say “go ahead with this kind of item”. That list is written down. What we would set up depends on your business, so we scope it with you on a call.
A bot earns trust one step at a time, and demotion is automatic. See how the trust ladder works
- Bot
Clyde
Engineer and analyst
In your business: Audits the property list for missing safety certificate dates and reports them.
Never alone: Send, post, buy or delete anything; change another bot’s instructions, schedule or pause; start a new routine.
- Bot
Penny
Finance
In your business: Matches rent received to tenancies and flags late payers; never chases without a yes.
Never alone: Pay, delete or void anything; approve or email an invoice; email a supplier; put anything new in the books.
- Bot
Nora
Project manager
In your business: Tracks the move to new software, task by task.
Never alone: Delete anything except its own duplicates; email anyone (each email needs a yes).
- Bot
Ada
Executive assistant
In your business: Sorts the director’s inbox, prepares meeting notes, tracks renewal dates.
Never alone: Send, reply to or forward any email; delete anything; write to shared calendars; accept or decline invites; message anyone; pay or renew anything.
Tools we work in
If we don’t know your tool, we learn it in the training week.
- Your own monitoring and alarm systems
- WhatsApp Business
- Slack
- Your phone system
- Zendesk
- Freshdesk
- Xero
- QuickBooks
- Google Workspace
- Microsoft Outlook and Teams
- The system the data is going into, for example facilities-management software
Proof
For a London commercial-kitchen group, we run a 24/7 desk that answers tenant tickets and phones and watches cold-room alerts. For an Irish facilities company, two agents worked in parallel and every file was cross-checked, turning 298 floor plans into one clean asset register of 26,852 door assets.
24/7 support and monitoring desk
A London commercial-kitchen group
6,784 hours in year one, 6,000+ cold-room alerts, 1,900+ invoices, now in year three
Floor plans to asset register
An Irish facilities company
26,852 door assets across 97 buildings in about eight weeks
What it costs
You only pay for the hours we cover. The first week is free, and live work is charged from week 2.
One all-inclusive hourly rate, typically 38 to 40% less than the true cost of an equivalent UK hire. See what a UK hire costs
Questions people ask
What happens when something goes wrong at 3am?
A bot checks the alert against your written rules and flags a possible fault. Our person decides whether it is real, calls your engineer or contractor and follows up until it is fixed. If anyone’s life is in danger, the rule is to call 999 first.
What do you watch?
We watch equipment and building alerts such as cold-room and freezer temperature, door switches, power failures and building alarms, and we are not a security alarm receiving centre.
Can you dispatch our contractors?
Yes. Our people dispatch your own contractors by WhatsApp and phone, using the call list and the written escalation rules we agree for every site. Our team is fully remote, so we send your engineers and contractors, not our own staff.
Do you handle tenant tickets?
Yes: power, leaks, lifts, fire alarms, access fobs and internet. A bot sorts the tickets, and our person answers, escalates and logs each one. Every shift ends with a handover report.
Can you chase tenants for overdue rent and invoices?
Yes, as payment follow-up on a schedule you set, with scripts you approve. We take no card numbers and have no access to your bank, and you decide on credit terms and anything off script.
Can you turn our drawings into an asset register?
Yes. Each batch needs your yes. For an Irish facilities company, two agents worked in parallel and every file was cross-checked, turning 298 floor plans into 26,852 door assets across 97 buildings.