BSML gets over 100 hours a month back

Overview

BSML is a commercial facilities management company operating across a broad portfolio of contracts including major clients such as EasyJet and Frasers Group, covering hundreds of retail and commercial sites across the UK. With around 110 staff, a large field team, and a high volume of reactive and planned maintenance work running through BigChange, the operational complexity of the business is significant.

BSML joined Centrus in 2025. From day one, the focus was on connecting every system the business runs on, including BigChange, SharePoint, OneDrive, Outlook, Exchange and other internal tools, and making the organisation's operational knowledge instantly accessible to every member of the team.

The journey

Chat

Centrus acts as a personal assistant for every member of the BSML team, connected directly into the job management system, cloud storage, and internal documentation.

Engineers access live job data, site history, photos, access notes, SOPs, and technical guidance via WhatsApp, without calling the office. They arrive better prepared and handle problems more independently.

Office staff surface information instantly to answer client queries, standardise routine tasks, and self-serve answers rather than escalating. Management walk into meetings informed, able to pull live job data on the spot instead of waiting for someone to run a report.

Documents sync automatically from SharePoint and OneDrive and are organised using tags with role-based access, so the right people see the right information. Managers keep sight of team chat history, spotting training opportunities and refining how the AI responds. The result is a team that works with a level of autonomy it did not have before.

Agent Builder

The second layer was automation. We built a suite of custom agents in Agent Builder, running in the background to handle workflows that were previously entirely manual.

BSML have ambitious growth plans, but back office admin scales with every new contract won. Without automation, headcount would have to scale with it, eating directly into the margins that growth is supposed to deliver.

Agents now handle a wide range of tasks that previously consumed significant time: detailed client spreadsheet submissions requiring data extraction and cost classification across hundreds of job records, job creation, worksheet processing, and proactive operational monitoring that alerts the right person before situations escalate. Across the suite deployed, over 100 hours of manual back office work alone is returned to the team every month.

The results

Together, Chat and the agents have changed how BSML operates.

Engineers are more autonomous and better prepared on site, which helps them fix it first time and gives clients the same experience whoever attends.

The back office team have reclaimed over 100 hours of manual work every month, redirecting that time to higher-value tasks.

Management can pull live data from across the operation when they need it, instead of waiting for a report.

BSML are not just a customer. Impressed by the pace of development and the commercial return they have seen, John Conaghan and the BSML leadership team invested in Centrus as official partners in early 2026.