More enquiries than people to answer them, and a board asking about AI.
Every enquiry to the right person, first time
Parts, orders, delivery chases and breakdown calls land on whoever is nearest the phone, across every site you run. We route each one to the person who can resolve it, capture it against the account and take the routine questions off your team, so a stretched team can take on more.
Every call logged against the accountCRM and ERP connected
Machine down: routed to a service engineer in 20 seconds
Trusted by teams where every conversation counts
Sound familiar?
What manufacturers told us before we started
In their own words, from manufacturers we have spoken to this year. Small teams, systems that do not join up and a careful eye on AI.
“Sometimes the initial reach results in, like, 4 emails, or, you know, a phone call, an email, hopefully a chat, or something, and it's like this cocktail.”
VP of operations, security equipment manufacturer
“We're not recording the opportunities and leads properly at all. We're not recording our telephone conversations at all.”
IT manager, industrial testing organisation
“After 6 months of the team, I couldn't see any data, any figures, and trying to run a call centre blind was, was fun.”
Customer service manager, bathroom products manufacturer
“At the moment, a lot of it's defaulting to us having to send engineers, which is, again, something I want to get away from, because that costs us money.”
Head of service operations, engineering manufacturer
“If there's a power cut at that site, then the calls don't, like, automatically fall over to mobiles and that kind of thing, so that's a bit of an issue as well.”
IT manager, agricultural supplier
“We're in the market for AI, but how we want to use it? Don't know. What do you want to use it for? Don't know. What's the use case scenario? No idea.”
IT manager, packaging distributor
What changes?
One breakdown call, two very different outcomes
Whoever is nearest the phone3 transfers, 1 engineer sent
8:05am A machine is downThe call rings round the office until someone picks up.
8:20am Passed to salesThey take a message for product support.
10:40am Nobody has the historyThe customer explains it all again, twice.
2:00pm An engineer is sentA visit that a five minute fix on the phone could have avoided.
Routed to the person who can fix it1 call, fixed remotely
8:05am Answered and identifiedAccount, machine and fault captured before anyone picks up.
8:06am Straight to product supportWith the service history on screen.
8:20am Fixed on the callLogged against the account, and no visit needed.
Illustrative example
Who feels the difference?
A team that can take on more, without more hires
Capacity without recruitingRoutine questions answered, so people handle the calls that need them.
Every site coveredCalls fall over to the next team or to mobiles, even in a power cut.
Peaks absorbedOverflow and out of hours handled without extra headcount.
One view of every enquiryCalls, emails and chats in one place, not a cocktail of channels.
Where does AI fit?
AI that answers the routine, so your experts do not have to
Order and delivery updatesAnswered from live system data, day and night.
Parts availabilityChecked and confirmed without a person looking it up.
Notes that write themselvesSummaries and actions logged as each call ends.
Clear limitsIt never quotes outside agreed prices or promises a delivery date it cannot see.
Live callInbound, 08:05AI agent
CallerOur line is down. The pump on unit 3 has stopped.
Account identifiedSite and machine matched from the number0:18
Fault capturedPump failure on unit 30:31
Machine down flaggedProduction has stoppedPriority0:40
Passed to product supportService history attached, nothing asked twice0:52
Logged to the audit trail. Illustrative example.
20%shorter calls at Bromcom
100%of calls quality checked at MBS
Industry data, Make UK 2026186kunfilled vacancies across UK factories, up 12% on 2024. Capacity has to come from the team you already have.
Yeah, he's a really great guy. He was a great ambassador for the system and for your business.
Director, a manufacturerOn the Fortay engineer who set up and trained their team
More client results
Answer100% of calls
Record100% of client conversations
Moveonto a new platform in 30 days
Cutcost per contact by 30%
Why they chose us
“Jack came in and he fixed that, and to be fair, he fixed it really quick.”
IT and marketing lead, a manufacturer
“I was very impressed with it... We were shown everything yesterday as well. There was no, we're gonna look at that.”
Operations lead, Salamander Pumps
“You've gone through everything that I needed.”
Sales coordinator, a manufacturer
Which platform?
Joined to the systems your business already runs
We work across the leading communications platforms and connect them to your CRM, ERP and service tools. Where an older system has no usable connection, we work through the screens your team already uses, and we tell you early if something cannot be automated safely.
Calls and notes logged against the account
Fall over between sites and to mobiles
Legacy phone systems replaced in stages
The true cost, set out before you commit
Communications and contact centre
AI and automation
Plus your CRM and ERP
How does a project run?
A proven approach, shaped by more than 150 projects
01
Review
We measure how enquiries reach you, where they are lost between teams and what it costs, from your own data.
02
Design
Routing, recording and AI designed around your sites, teams and systems.
03
Build
Built alongside the old system, tested fully and switched over in stages.
04
Run
Our own team stays on, reporting on answer rates, routing and what AI handled each month.
What do people ask?
Common questions
How do we add capacity if we cannot recruit?
By taking the routine work off the people you have. Order status, delivery dates and parts availability answered from live data, notes captured as calls end, and enquiries routed to whoever can resolve them.
Why does aftermarket contact matter so much?
Because the margin is higher, and those calls arrive when a customer has a machine down. An unanswered one is high margin revenue that goes somewhere else.
Our ERP has no usable API. Does that rule this out?
No. Where there is an API we connect directly. Where there is not, automation can work through the screens your team already uses, so the ERP itself is never changed.
What about sites with poor connectivity?
We design for it: calls fall over between sites and to mobiles, and shop floor teams can use shared devices or the channels they already have.
Not sure where to start?
First steps that meet you where you are
Start here
The conversation scorecard
3 minutes, free
Ten questions on how customers reach you, what gets recorded and what you could evidence tomorrow.
Rather talk it through? Mark Taylor, founder, will give you 30 minutes, no sales pitch.Book a call or email us