Case Study

Half the cost. Twice the cover.

How a Roscommon engineering firm modernised everything from inbound calls to post-site reporting.

AppAdvisor • Roscommon • 2026

The Client

From two people to twelve, in seven years

Sector

Consulting Engineering

Civil and structural design across the West of Ireland. Site inspections, planning documentation, structural reports.

Growth

Two to twelve

Reputation-led expansion since 2018. Almost entirely repeat business and word of mouth.

Stack

Microsoft 365 first

Team works in Revit and 3D models daily. Files held in OneDrive. Accounting in QuickBooks.

The pain

The phone never stopped

An outsourced call centre helped 2 days a week. The rest of the time, calls pulled engineers off site and admin off other work.

01

The challenge

What we found

Calls were going straight to engineers during site visits, design work, and team meetings. Every ring was an interruption.

The shift

Two ways to handle a call

Before

Patchy cover

Outsourced call centre, only 2 days a week
Rest of the week, calls hit whoever picked up
Admin pulled off work to answer the phone
Caller details lost between inboxes and notebooks

After

AI on the line

AI receptionist answers every call, 24/7
Over 50% cheaper once admin time is factored in
Admin and engineers freed from phone duty
Every call logged, daily digest each morning

02

The build

Architecture

The flow of a single call

inbound call
  → Dedicated business line   new number, routed to the agent
  → AI receptionist           picks up, captures the detail
      ↓
  → Lead dashboard            every call logged with context
  → Daily digest              summary lands in the team's inbox
  → Callback booked           added to the diary, ready to go

The stack

Built on tools they could use from day one

AI Voice Receptionist

AI Note-Taker

Workflow Automation

ChatGPT for Business

Bespoke ERP

Connected Accounting

SharePoint Restructure

Each tool earns its place by removing one specific bottleneck. The AI receptionist handles inbound calls. The note-taker captures site visit detail. ChatGPT for Business drafts post-site reports, structural assessments, and routine client emails. Workflow automation glues it all together.

03

The results

The outcome

50%+

Half the cost of the call centre on its own. On top of that, an admin team member got back 70% of their week previously spent on phones. And the cover went 24/7.

From the engagement

"Reporting and incoming calls together accounted for the team's biggest time loss. Fix those, and the firm runs differently."

AppAdvisor x JLCE Discovery, 2026

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