How Active Workplace Group Turned 27 Years of Client Data Into New Pipeline

Active Workplace Group has spent nearly three decades as a single-source provider for UK businesses moving, fitting out, or maintaining their offices - design and fit-out, facilities management, small works, and full business relocations, all under one roof. The company has built particular strength in the automotive, legal, and financial sectors, and its facilities management arm keeps it in regular contact with clients up and down the country.

That longevity became its own kind of problem.

The Challenge

Nearly three decades in business means nearly three decades of client history - companies Active has worked with once, twice, or many times over, each one a potential source of repeat work. The team was, by their own account, very good at looking after the clients actively in front of them. What they didn't have was the manpower to work back through everyone else.

Opportunities were going stale simply from lack of attention. Some clients Active hadn't spoken to in years might be exactly ready to move office again, refurbish a site, or need facilities support - but finding out meant someone picking up the phone, and there weren't enough hours in the week for a small BD team to do that at the scale their client list demanded.

“We are very good at looking after existing clients, but we just didn't have the manpower to be able to get through the data. There's a lot that slips through the net.” Leah Owen, Head of Business Development, Active Workplace Group

The Solution: An Agent Built to Work the Whole List

Active brought in goje to run outbound calls directly against that backlog - both the long tail of historic clients and newer prospects who'd never been properly followed up. Rather than a BD rep working down a spreadsheet one number at a time, goje's batch calling let the agent work through hundreds of contacts in parallel, asking a simple, low-pressure opening question: has anything changed - a move, a resurfacing, a refit - that Active should know about?

Because the list mixed live prospects with historic contacts, keeping the outreach compliant mattered from day one. goje's Do Not Call list handling meant the campaign respected opt-outs automatically rather than relying on someone remembering who'd asked not to be contacted. Every call outcome - interested, not now, wrong number, do-not-call - synced back so the team always knew which records had actually been worked and which hadn't.

What convinced the team the calls themselves were good enough to put in front of real clients was less about the technology and more about how it sounded.

“What stood out for me initially with Goje was that the agent had a very clear British accent - which you don't often find with AI callers. Its responsiveness in between questions was very good. The team at Goje are very accessible and very supportive.” Leah Owen, Head of Business Development, Active Workplace Group

Because every call is recorded and transcribed, Active's team could review conversations early on the way they'd review any new starter's calls - not guessing at quality, but reading exactly what was said and adjusting the script and escalation rules from there.

The Impact

In the space of three months, the effect on the BD team's day-to-day was immediate: instead of choosing between chasing new opportunities and looking after the clients already on their books, they could do both.

“Goje has helped our BD team by really taking the pressure off. We've only been using it for three months, but we've already unearthed two opportunities that, if we do convert, are probably worth in the region of £2 million. So we have a really good return on investment if that pulls through.” Leah Owen, Head of Business Development, Active Workplace Group

Looking Ahead

With the initial backlog now being worked systematically rather than opportunistically, Active Workplace Group sees this as an ongoing part of how its BD function runs - not a one-off campaign, but a standing way to make sure client history keeps generating new conversations instead of sitting untouched.