01732 759725
DEALER PROFILE
48
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 official 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.”
Business expansion
At the end of last year, Copy Print Services
purchased a 5,500 sq. ft. building, which
they completely renovated and refurbished,
creating larger office 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 first-time-fix,” 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 workflows into
print. We evaluate how they work and
recommend ways in which we can make
their processes become more efficient.”
Customer service
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 offices in the North West
Sustained growth for Bolton-based
Copy Print Services has enabled the firm to
purchase new premises
A business built on
service
who have satellite offices 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
fleets 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 firm’s dedicated
helpline and field 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 efficient and significantly
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.
Evolving into
IT was a
natural
progression;
you have
to get
involved to
stay ahead
and move
the business
forward.
