Trained people, managed from London by a named project manager, cover the hours and the repetitive work across your sites. Bots help them, you set the rules, and nothing goes out without a human yes.
They run the inbox and the operation. They want fewer repetitive tickets and weekend cover.
Customers, tenants, contractors and overdue payments across more than one site all need eyes on them, at any hour.
Messages pile up overnight and at weekends. Nobody is watching the alerts at 3am.
There are no written procedures, scripts or refund rules. It’s all in someone’s head.
Acknowledged within 10 minutes, a target agreed per client.
Forwarded to you the same day with the full history. We do not reply on substance.
Sent to your named contact.
We tell the project manager, keep customers informed on your working channels, and finish the actions when the system is back.
We gather the facts and escalate the same day.
“If anyone’s life is in danger, call 999 first”, then we follow your call list.
At the end of each shift in the first weeks, and always if you ask: what was done, what is pending and what we need.
Every Friday: conversations by channel and day, response times against the standards we agreed, top complaint themes, refunds and credits, hours worked and next week’s plan.
Volumes, processing times, accuracy, trends and recommendations. For monitoring, alerts by site and unit, with charts.
Hours delivered, headline numbers, improvements and ideas for next year.
Every account has a trained backup at no extra charge. Sickness, holidays, Christmas and bank holidays are our problem, not yours.
Typical hours a week. We agree yours with you.
Part-time
15 to 30 hours a week
A first step.
Business hours
40 to 45 hours a week
Most support desks.
Extended, with weekends
35 to 80 hours a week
Businesses that trade at weekends.
Out of hours
60 to 100 hours a week
Sites and services that never close.
24/7
168 hours a week
Monitoring, facilities and high-volume support.
We’re here to support your team, not replace it.
In our client accounts, the in-house team stays and becomes the escalation and quality layer. Anything outside the written rules comes to them the same day.
The relationships, the judgement calls and the decisions that need your authority.
The volume, the weekends and the boring parts.
We are a UK company registered with the ICO (the Information Commissioner’s Office). You are the data controller and we are the processor.
We sign a UK GDPR data processing agreement with you before any agent gets a login.
We work only inside your systems, with individual named logins that you create and revoke. No shared accounts. The data stays in your systems: we don’t download or store it.
Every agent and manager signs a confidentiality agreement before any login. A mutual NDA is standard before we see anything sensitive.
Reads orders in any format, picks out the details, fills in the forms and watches delivery tracking. A person checks every order.
Matches invoices to payments and flags anything unpaid, duplicated or odd. A person approves each batch.
Our people review what your bots produce, and approve it before it reaches a customer.
Someone watches your bots’ costs, missed runs and mistakes, and reports what they find.
See all the bots we set upRead our 12 rules for running bots
A London commercial-kitchen group
6,784 hours in year one, 6,000+ cold-room alerts, 1,900+ invoices, now in year three
We hear that a lot at the start. We position our person as support for your team, not a replacement, and your team trains them. Within a couple of weeks they’re usually handing us the jobs they never liked.
A named project manager in UK hours, plus a shared Slack or WhatsApp channel. Our founder leads the onboarding himself.
We investigate and fix it, and we tell you what we changed. When one of our agents missed an urgent email, we treated it as a process gap and fixed the routine the same day. We also agree response targets and an escalation plan with you up front.
One all-inclusive hourly rate, typically 38 to 40% less than the true cost of an equivalent UK hire, and you only pay for the hours we cover. We send a written quote that shows the hours.
You do. Everything we write for your business, FAQs, scripts, decision trees and reports, is yours and lives in your own drive. If we ever part ways, you keep all of it.
No, our team is fully remote. We work inside your systems, phones and monitoring tools from wherever the shift is.