Melbourne · Boutique AI & automation consultancy

Every business runs on a system. Most run on memory.

Somebody remembers to ring the enquiry back. Somebody remembers the quote that went unanswered three weeks ago. Somebody remembers which folder the compliance document lives in. Until they're on a job, or on leave, or gone.

PCG is a boutique AI and automation consultancy in Melbourne. We map how work actually moves through your business, then build the systems that carry it — enquiry capture and routing, follow-up, booking, internal knowledge bases, document and compliance workflows, and reporting. Bespoke to your business, not a template of one.

Show us where it leaks → See our work
01 — The test

Five questions about your own business

Not rhetorical. Answer them honestly, in your head, right now. The ones you can't answer immediately are usually the ones costing you money.

  • iHow long does a new enquiry wait before a human being replies to it?
  • iiWhat happens to an enquiry that lands at 8pm on a Saturday?
  • iiiWho chases the quote that was never answered — and when?
  • ivIf your best staff member left on Friday, what would quietly stop happening on Monday?
  • vWithout asking anyone, can you say how many enquiries came in last month and what became of them?

If any of those made you pause, that pause is the work.

02 — Scope

What we build

Automation and AI, applied where they remove a delay or a forgotten step. Not every business needs all of it — most need four or five, in an order that depends on where the leak is. We work that out before we build anything.

01

Mapping

We trace one real enquiry end to end — the form, the phone, the DM, the callback, the quote, the silence afterwards. Most of what we find, owners already half-knew. Seeing it written down as a sequence is what makes it fixable.

02

Capture & routing

Website forms, phone calls, Instagram and Facebook messages, Google Business enquiries, WhatsApp — landing in one place with a name attached, and routed to the person who can actually answer, instead of dying in a shared inbox.

03

Speed to lead

An acknowledgement within seconds of an enquiry arriving, day or night, that reads like your business rather than a robot. Missed calls text back on their own. Nothing sits unanswered because you were up a ladder or on a plane.

04

Follow-up

Sequences for the quote that went quiet, the enquiry that didn't book, the customer who hasn't been back in a year. Written in your voice, timed to how your trade actually buys — and they stop the moment somebody replies.

05

Knowledge base & AI assistant

Everything your team keeps asking each other — process, pricing rules, supplier terms, who signs what — in one searchable place, with an internal chatbot that answers from your own documents rather than from the internet.

06

SOPs, generated

Somebody records themselves doing the task once. AI turns that recording into a written procedure with the steps in order. Documentation stops being a project nobody starts and becomes a by-product of the work.

07

Documents & compliance

Paperwork collected, named, filed and compiled to a consistent format, so the person who has to sign it off gets a complete pack instead of chasing attachments. Fewer small errors, which is where most compliance trouble actually starts.

08

Booking & reputation

A calendar that understands real availability, service durations and travel time, with confirmations, reminders and no-show recovery. Review requests timed to the moment a job lands well rather than three weeks later.

09

Visibility

One view: enquiries in, how fast each was answered, how many became bookings, what source they came from. So the next decision about advertising, staffing or hours is made on a number instead of a feeling.

03 — Approach

We don't sell you software and wish you luck

There's no shortage of platforms and AI tools that do some of this. The reason they sit half-configured in most businesses is that they're built for the average business, and nobody runs one of those.

Buying software

  • You get a login and a help centre
  • Configured to a generic default, or not at all
  • Your process has to bend to fit the tool
  • Set up once, never revisited
  • Support is a ticket queue in another timezone
  • The awkward parts of your business go unmodelled

Working with PCG

  • We build it, test it, and hand it over working
  • Shaped around your stages, your hours, your language
  • The tool bends to how you already operate
  • Reviewed and tuned as the business changes
  • You speak to the people who built it
  • The exceptions are the point — that's where things break
04 — Selected work

Systems built for businesses that can't afford a dropped thread

Shipping, banking and utility-scale solar. Different industries, the same underlying problem: too much of the operation running on somebody's memory, and admin quietly eating the week. The components below are largely the same in each — what changes is which one carried the most weight.

01 — Freight & shipping

Redefine Shipping

Freight forwarding, chartering, ship brokering and agency.
Singapore & Hong Kong · operating since 2012

redefineshipping.com

A ten-person team covering seven service lines out of one office. The constraint was never enquiry volume — it was that a rate request could arrive as a one-line email with none of the detail needed to price it, then sit in a shared inbox while the person who could actually answer was in another timezone.

We rebuilt the site around a structured enquiry — cargo type, volume, load and discharge ports, laycan — so what arrives is a complete brief rather than the start of a conversation. Behind it, automation routes each enquiry to the right desk instead of a general inbox, and follow-up runs on quotes that go quiet. Staff query an internal knowledge base through a chatbot rather than interrupting whoever happens to know.

Website rebuild Enquiry routing Follow-up automation Knowledge base
02 — Digital banking

RD Digital Berhad

Licensed digital banking, payments and corporate consultancy.
Kuala Lumpur, Malaysia

rddbm.com

A group operating across banking systems, payment processing, corporate consultancy and commodities. Eight service lines means enquiries arrive for eight different desks, and land on the wrong one more often than not. Routing was the first thing we fixed.

The larger piece was paperwork. Financial documents were being gathered by hand across entities and formats, and the small transcription errors that creep into that kind of work are exactly the ones that turn into compliance problems later. We built the collection and compilation into a workflow that hands the head of finance a consistent, complete pack, so review starts from something whole instead of a chase for attachments.

Enquiry routing Document compilation Compliance workflow SOP generation
03 — Renewable energy

GSKM Synergy

Solar EPC — utility-scale plants, solar farms and street lighting.
Singapore · projects across Uganda, Kenya, India

gskm-synergy.com

Utility-scale solar — a 30 MW farm in Uganda, further plants in development across Kenya, Congo, Zimbabwe and India — run by a small team spread across several jurisdictions. Process knowledge lived with individuals, and every project carried its own documentation trail in its own regulatory context.

Here the weight went on capture. Staff record themselves doing a task once; AI turns the recording into a written procedure with the steps in order, so documentation becomes a by-product of the work rather than a project nobody starts. That feeds a knowledge base the team queries through a chatbot — which matters most when the person who knows the answer is six timezones away.

SOP generation Knowledge base chatbot Document automation Enquiry routing

The best system is the one nobody has to remember to use.

06 — Process

Three stages, and we're honest at each one

If the first stage tells us you don't need us, we'll say so. It has happened, and it costs us less than a bad build costs both of us.

Stage one

Diagnose

We look at your business the way a customer does. Where enquiries come from, how long they wait, what happens after hours, where the handovers are, which admin task eats the most hours. You get the findings written down whether or not you go further.

Before anything is built
Stage two

Build

We build to the map — capture, routing, response, follow-up, documents, reporting — then run live enquiries through it ourselves before you ever see it. You're trained on the parts you'll actually touch, which is fewer than you'd think.

Weeks, not months
Stage three

Hold

Systems drift. Staff change, services change, a sequence that worked in winter stops working in spring. We watch the numbers, fix what slips, and extend it as the business grows into it.

Ongoing, month to month
07 — How we operate

Boutique is a constraint, not a compliment

We take on a small number of builds at a time because doing this properly means knowing a business well enough to model its exceptions. That doesn't scale to hundreds of clients, so we don't pretend it does.

No lock-in contracts

Ongoing support runs month to month. If it stops being worth it, you stop. We'd rather know early than keep an unhappy client on a twelve-month term.

Your data stays yours

Contacts, conversations, documents, booking history — exportable at any time, on request, without a conversation about why.

Fixed scope, quoted up front

You know what's being built and what it costs before it starts. No hourly drift, no invoice that turns up bigger than the estimate.

We'll tell you when it's not worth it

If a business is doing twelve enquiries a month, automation isn't the constraint — demand is. We'll point you at the real problem rather than sell around it.

AI where it earns its place

We use AI for the things it's genuinely good at — reading documents, drafting procedure, answering from your own knowledge base. We're deliberately conservative about letting it speak to your customers unsupervised.

You talk to the builder

No account manager relaying messages to a team you've never met. The people who built your system are the people who answer when something's off.

08 — Answers

The questions we're usually asked first

It depends on what's being built, and we'd be guessing if we quoted before looking. A build is a fixed fee, quoted after the diagnosis, plus a monthly amount for hosting and ongoing support. You'll have both numbers in writing before anything starts.
Scale, mostly. A large agency runs a repeatable package across many accounts, because that's what makes the model work. We take on a small number of builds so we can model the awkward parts of a specific business — the exceptions, the after-hours cases, the one client who always pays late. Those are usually where the money leaks, and they're the first thing a templated build ignores.
Not necessarily. Sometimes the right answer is to connect what you have rather than rip it out — particularly accounting, job management or anything your team already knows well. Where a tool is genuinely holding you back, we'll say so and explain why.
For a specific class of task, yes. Reading and sorting documents, compiling a pack to a consistent format, turning a screen recording into a written procedure, answering a staff question from your own internal documents — these are things AI does reliably, and they're where most of the hidden hours sit. Compliance benefits less from cleverness than from consistency: it's the small manual errors, repeated, that cause the trouble.
Weeks rather than months for most businesses. The diagnosis takes a little time up front because part of it involves watching how enquiries behave in the real world, which can't be rushed. The build itself moves quickly once the map is agreed.
No. Most of what we build is invisible — routing, follow-up, document handling, reporting. Where we do use a chatbot it's usually an internal one, answering staff questions from your own knowledge base. We're deliberately conservative about letting software hold a real conversation with your customer on your behalf, and that's a decision we'll talk through with you rather than make quietly.
No. Most owners touch two or three screens: the enquiries coming in, the calendar, and the monthly numbers. Everything else runs underneath. We train whoever will use it, in person or on a call, and record it so new staff can be brought up to speed.
Service businesses where a customer makes an enquiry and expects a human response — trades and home services, clinics and allied health, studios and salons, professional practices — and B2B operators with heavy admin loads, including shipping, energy and financial services. The mechanics are similar across all of them; the timing, language and exceptions are not, which is why we map before we build.
We're based in Melbourne and most of our Australian work is here, but the build itself is done remotely and we've delivered systems for businesses in Singapore, Malaysia and across Asia. If you're anywhere in Australia, distance isn't the constraint — we'll say so if timezone genuinely is.
The diagnosis is written down before you commit to a build, so you can see the reasoning and disagree with it. Ongoing support is month to month with no lock-in. If we build something and it doesn't do what we said it would, we fix it — that's not a policy, it's the deal.
09 — Start here

Show us where it leaks

Tell us what happens to an enquiry in your business today, and where you think it falls over. We'll come back with what we'd look at first — no deck, no pitch, no forty-minute discovery call to establish that you own a business.

If we don't think we're the right fit, we'll say that instead.

Prefer to write to a person?
[email protected]

We reply to every enquiry ourselves, usually the same day. Your details aren't shared, sold, or added to a mailing list.