The Challenge
This specialist agency manages online reputation and SEO for over 200 businesses across the UK, with plans to reach 500 clients by year-end. As their client portfolio grew, maintaining the high-touch, personalised review responses that defined their premium service became operationally unsustainable. They needed to increase capacity to support their aggressive growth trajectory without proportionally increasing headcount, while ensuring quality and consistency remained high across all client accounts.
The Solution
We built a custom AI agent that operates on hard, client-approved rules—not a generic language model, but a system designed to execute their specific process with guaranteed alignment to business goals.
Key Capabilities:
- Personalised Communication: Reads review content and references specific details, staff names, and products in replies for each client's business.
- Multi-Client Management: Seamlessly handles different brand voices and response strategies across their diverse client portfolio.
- Embedded Business Logic: Follows complex instructions like upselling on positive reviews, with logic continuously refined based on performance data.
- Intelligent Escalation: Identifies and flags high-risk reviews requiring human intervention, preventing costly mistakes.
The Outcome: New Revenue Streams and Scalability Without Hiring
"This transformed our most repetitive operational task into a platform for innovation. We didn't just avoid hiring five more people; we built new, high-margin analytics products using the data the agent provides. It fundamentally changed how we scale."— CEO, Major UK Reputation Management Agency
Results:
Operational Efficiency
Avoided hiring 5+ additional full-time employees while handling 2.5x more review volume.
New Revenue Stream
Launched high-margin analytics service offering clients deeper insights into their reputation data.
Service Expansion
Added TripAdvisor and Instagram management without additional headcount.
Quality Improvement
90%+ of reviews handled automatically with higher consistency than human agents.
Growth Enablement
Now positioned to scale from 200 to 500+ clients without proportional team expansion.
Our Approach
We make AI adoption straightforward for growing businesses. Whether you're a reputation management agency looking to scale your client capacity, or any SME with repetitive, rules-based processes, our approach helps you gain the advantages of larger enterprises without the associated costs. We analyse your business to find the highest-impact areas, simplify the underlying processes, and deploy targeted AI to multiply what your team can accomplish.