Case Study - The solutions of business growth

“Service first” – those are the watchwords of the founder of Scotland’s leading independent supplier of office equipment and printing solutions, and, it’s a commitment which is helping the business achieve its year-on-year growth targets.

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Capital Document Solutions, founded by managing director Tom Flockhart in 1979, has driven the development of the business by providing the best possible customer service. 

With offices in Edinburgh, Glasgow, Dundee and Aberdeen and with a support network of staff across Scotland including the Western Isles and Shetland, Capital not only prides itself on responding quickly to customer needs, but also in providing a local service.

With a staff of 170, Capital Solutions is able to deliver a national business with a local feel, employing local people who understand the market and customer base.

And, it’s this customer-focused strategy which recently saw Capital Solutions scoop the GO Scotland 2012 Best Service award, a category which is judged on the endorsements of public sector organisations which feel suppliers have provided an outstanding service.

A registered user of PCS, Capital Solutions attributes around 25 per cent of its £17.5 million turnover to public sector contracts. In support of its recent GO Award, The Scottish Parliament, one of its many public sector customers, said of Capital Solutions:

“Capital always seems to put the client first and do their utmost to deliver an excellent service on time and within budget. On many occasions their advice, assistance and innovation has exceeded our expectations.”

Tom Flockhart said:

“As a business, PCS has been very significant in building our public sector relationships and contracts. It has also forced us to work smarter and improve our skills in how we present tenders. The positive spin-off from this is that we have been able to transfer this knowledge and experience when tendering for private sector opportunities with great results.

“Capital has a wide range of customers, from SMEs to large corporations and public sector – we strive to deliver excellent service to all of them. Public sector business is very important to Capital, we are confident that our on-the-ground support and customer focus will continue to help deliver our annual growth targets.”