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Document firm unveils blueprint for thriving after COVID-19

Posted: 2nd April 2020

A Scottish business has revealed the major efforts it is deploying to survive the COVID-19 crisis – and to thrive on the other side.

Capital Document Solutions has just invested more than £25,000 to readapt operations and redeploy more core staff remotely in its efforts to strongly position the business.

The Edinburgh-headquartered firm – which has a staff of 200 across five established Scottish bases with a turnover of £22million – says the near total shutdown of Scottish business life has had a profound and immediate impact on its operations, as it has for all other businesses.

Tom Flockhart, who founded the company in 1979 and remains its Managing Director, said while nobody could have been prepared for the current crisis, his firm is doing everything possible to weather it – and to continue to support clients who still require the firm’s services.

He said: “We’ve set up our own ‘Cobra’ team which meets regularly to review our plans, processes, and actions as well as outcomes. That lets us take the necessary decisions to maintain our operations as effectively as possible in these challenging circumstances.

“On top of that, each of our teams has been tasked with identifying new strategies that we can implement to enhance the business when we get to the reimagined stage on the other side of this crisis.

Capital Document Solutions has also put in place a series of special measures which includes:

  • All sales staff undergoing latest online training courses and attending Webinars.
  • Those staff without remote access being provided with new laptops, monitors, keyboards etc.
  • Senior management teams taking part in regular Microsoft Teams and Skype calls to resolve operational, as well as any client issues
  • Internal business champions leading team effort to identify and adopt post-pandemic, forward-thinking strategies.
  • Special steps to minimise any supply and availability issues with spare parts, repairs, new hardware or maintenance for hundreds of clients with 13000+ devices on contract across Scotland.

The firm’s success has been built on unparalleled customer service with its 70-strong team of IT support field service engineers across Scotland coordinated from its headquarters, an impressive two-acre site in McDonald Road, Edinburgh and its other four regional branches.

Tom explained current efforts are focused on reducing any impact on customer service, at the same time limiting the risk the virus poses to colleagues, clients, and suppliers.

He added: “That covers everything from installing the latest technology to enable our engineers to resolve both hardware and software faults remotely, to ensuring that we have resilience through a buffer stock of spare parts and consumables, and even new and ex-rental contract hardware, in case of emergency requirements.

“We have also invested in putting our homebound sales staff through specialist training courses, ensuring that they are using their time effectively to up-skill themselves, and the company, generally.”

“With all of these actions, I’m convinced we will be a stronger, smarter and more creative business once normality returns.”

Capital Document Solutions has based its work ethic on providing; sound advice, top of the range products and expert after-sales service for over 40 years. With showrooms and service centres in Edinburgh, Glasgow, Dundee, Aberdeen and Inverness the 200 strong team offer nationwide support for thousands of devices up and down the country.

Business Comment

Business Comment is the Edinburgh Chamber of Commerce’s bi-monthly magazine. It provides insight on Edinburgh’s vibrant business community, with features on the city’s key sectors, interviews with leading figures and news on new business developments in the capital.
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