The company was established in 2006 and, according to Managing Director John Hynes, the objective from the start was to create a business founded on service.
Hynes has a long history in the industry. He joined a YTS programme as a 16 year old and started out fixing typewriters. Over the years he moved up the ranks and was appointed Operations Director at Print Technology Group in 1999.
Fifteen years ago he decided the time was right to take a leap of faith and set up a new business in partnership with an ex-colleague. The company went from strength to strength but some six years later Hynes realised he wanted to take a different path and to build a business founded on service, one where the customer was front and centre.
This marked the beginning of Copy Print Services, which is today an Olivetti Platinum dealership and an offiial Olivetti Best For Color dealer. “We offer a mix of OEM brands including Xerox and Samsung,” said Hynes. “You have to have a range to cater for all customers’ requirements, but 90% of our business goes through Olivetti, as their offer ticks almost every box.”
At the end of last year, Copy Print Services purchased a 5,500 sq. ft. building, which they completely renovated and refurbished, creating larger offie space, a customer showroom, a workshop and increased warehouse capacity. “It was a long process, but we’ve just moved in and it’s much better,” said Hynes. “We had quite simply run out of space and made the decision to buy new premises as opposed to lease – it’s been our goal for some time. It’s very much an investment for the future and we’ve worked hard to secure the funds needed to move forward.”
The additional warehousing capacity will be a real bonus as the firm carries lots of stock. “Many local dealers come to us for spares and consumables and each engineer’s van is kitted out with a full set of spares as we really want to maintain our strong track record of fist-time-fi,” said Hynes.
In addition to supplying and maintaining print and copy equipment to businesses locally, Copy Print Services has expanded to deliver IT infrastructure and document management solutions. “Over the years, I’ve always embraced new technologies and kept abreast of change,” explained Hynes. “Evolving into IT was a natural progression; you have to get involved to stay ahead and move the business forward. We actively support customers to integrate workflws into print. We evaluate how they work and recommend ways in which we can make their processes become more effiient.”
Hynes is supported in the day-to-day running of the business by his wife Paula, who came on board in 2011. She plays an integral role in ensuing customer service is superb and also delivers end-user training on the solutions Copy Print Services provides.
The firm’s customer base is largely local, in and around Bolton, Manchester and the North West, but there are a number of clients with head offies in the North West who have satellite offies in other parts of the country. “As an Olivetti dealer we’re able to support these customers, as we can tap into the nationwide dealer network to support us in servicing and maintaining flets outside our local area. The beauty of this is that we know the standards set are in line with ours and that provides us with an extra layer of assurance. It gives us peace of mind,” explained Hynes.
Today, Copy Print Services has a headcount of 15, which includes specialist staff who manage the fim’s dedicated helpline and fild service calls. “50% of our service calls are IT-related,” said Hynes. “We work really hard to resolve customers’ issues as quickly as possible which is why we set up the helpline. On average we clear between 10 and 15 calls each day, without having to send someone onsite. It’s really effiient and signifiantly contributes to our client satisfaction levels, which is really important to us.”
Turnover today is around £2m, and Hynes hopes to double that in the next three to four years. “We’re geared for slow, steady growth. The plan is to keep doing what we do well; we really look after our customers and growth has and will continue to come from repeat business and referrals. Our customer retention levels are really high – those that leave us either go bust or retire!,” he said.
“Our industry has been tarnished slightly by a number of shady dealers and we work really hard to stand out from the crowd by running a reputable business that places the customer front and centre. That’s paid dividends over the years and long may it continue,” added Hynes.