SME News December 2017

sMEnews December 2017

We Help You Change Cumbria Alcohol and Drug Advisory Service (CADAS) is a charity and social enterprise that offers advice and guidance for all ages surrounding substance use and addiction. Leigh Williams, CEO, tells us more about the success of the charity, with it being featured as Best Drug & Alcohol Support Service – Cumbria.

Editor’s Note

, Welcome to the December edition of SME News, providing you with the latest news, announcements about enterprises throughout the UK during the festive season.

In recent news, according to research from Opus Energy, just 14% of UK SMEs claim that productivity is not an issue, highlighting the extent of small businesses that are affected. Incentivising staff to ensure that productivity remains high is a challenge but with carefully selected investments, it is possible for SMEs to boost their output, earning a significant return on investment, GIC Capital explains.

Featuring in this month’s edition of SME, is Forensic Pathways.

The company is headquartered in the Colmore Business District of Birmingham, with an office based in Perth, Australia and a number of international distributorships and strategic partners.

Forensic Pathways is internationally recognised for innovation and international collaboration. Taking time to talk us through how the firm came to be named Best Forensic Software Development Company – West Midlands, is the firm’s Senior Management.

Staying with this theme of successful companies, Crown Workforce Management Systems specialise in the development and supply of software for private and public-sector organisations to optimise their workforce. David Hughes provides us with a breakdown of the services that the company offers and describes what aspects make it successful.

Elsewhere in this edition, a recent report that was created by acclaimed futurist, James Wallman and Yell, reveals a positive view on how working lives will look by the year 2050, all thanks to a wave of new technologies, which include artificial intelligence, augmented reality and the internet of things. The results generated from this are intriguing, with the most prominent being the ‘Four Hour Working Day’.

Lastly, we discover more about Beyond the Battlefields, a firm that was originally formed as a charity that was set up to look after the well-being of the ex-service community, in both parts of the Island of Ireland by an ex service person, Mr. Robert McCartney. Robert is Chairman and Counsellor of Beyond the Battlefield. Recently Chief Executive, Annemarie Hastings provided us with an overview of the Charity, going into detail about the mission of the firm and its future aspirations.

Here at SME News, we hope that you enjoy reading this edition and we wish you a Merry Christmas and a Happy New Year!

Jessica Daykin, Editor Phone: +44 (0) 203 725 6842 Email: j.daykin@aiglobalmedialtd.com Website: www.sme-news.co.uk

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News Copious Amounts of Expertise Copia Wealth & Tax Changing the Landscape of the Workplace Crown Computing Limited Gunning for Success Gunningarts Ltd Passion for Innovation Forensic Pathways Ltd. Northern Ireland’s Own Service Charity Beyond the Battlefield NI We Help You Change Cumbria Alcohol and Drug Advisory Service UK SMEs Struggling To Find Adequate Funding To Boost Productivity SME Specialist Lender Announces New Development Manufacturing SMEs Given Boost The Do-Nots of Pallet Delivery 10 Ways to Attract Clients Through Kindness* Tips For Reducing Chargebacks For Small Business

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NEWS

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Investing in Business Critical Areas Can Eliminate SME Productivity Challenges

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NEWS

, SMEs facing capacity and productivity challenges need to take a considered look at their current operations to identify the business critical areas that they should be investing in, according to GIC Capital. Recent research shows that it’s a problem that’s facing many SMEs across the UK, placing their goals and long-term plans at risk.

According to research from Opus Energy, just 14% of UK SMEs claim that productivity is not an issue, highlighting the extent of small businesses that are affected. Incentivising staff to ensure that productivity remains high is a challenge but with carefully selected investments, it is possible for SMEs to boost their output, earning a significant return on investment, GIC Capital explains.

Kennedy Zvenyika, Managing Director of GIC Capital, said, “Finding, hiring, and retaining the best talent in the industry is no small task for businesses but it is possible for them to compete. Implementing competitive remuneration packages when filling vacancies can help give the business an instant productivity boost, particularly when the post holder is in a position of influence to spur on other employees.

“It’s also important to note the impact equipment, software, and other assets have on the productivity of a business as a whole.

If your team are using outdated equipment or don’t have the right digital tools at their disposal, it can

have a huge impact on your capacity and output. For SMEs it can be a challenge to raise the capital they need to invest in these areas that have the potential to propel them to new heights, but lending can provide them with a solution.”

Established in 2017, GIC Capital has been delivering SME working and expansion capital solutions across the UK. Aiming to fill a vital gap in the market, the business uses its established network of lenders and industry experience to support ambitious business, entrepreneurs, and property developers achieve their goals.

Alongside this, the firm aims to meet the needs of growing SMEs that need finance to fund their plans; to achieve this, GIC Capital connects businesses with lending providers that can match their current circumstances. From Pay as You Trade agreements, where businesses only pay when transactions have successfully gone through, to SME Working Capital loans with competitive interest rates, GIC Capital delivers a service that makes it easier for businesses to invest in high impact productivity areas to ensure they’re operating at their best.

Four-Hour Working Days To Be The Norm Within 30 Years Futurist forecasts how we’ll be working fourhour days within just 30 years.

A new report created by acclaimed futurist James Wallman and Yell, reveals a positive view on how working lives will look by the year 2050, thanks to a wave of new technologies including artificial intelligence, augmented reality and the internet of things. The results are intriguing, with the most prominent being the ‘Four Hour Working Day’.

The current work day was set up to squeeze as much as possible out of workers when they performed routine tasks in factories and offices. Emerging research suggests that 8-hour days are a suboptimal way to work – the optimum is far closer to 4 hours per day. As robots and ‘cobots’ perform more of the routine tasks, humans will become more creative. And the best way to be creative is to work around four hours per day. This radical change will also have huge benefits on our health and wellbeing, as well as balancing family life.

A prediction sure to excite workers around the world, Yell took the notion of a four-hour working day and asked three innovative entrepreneurs for their thoughts on how this might impact them and their working lives.

Tim Antos, Founder of sleep aiding headphones, Kokoon Technology sees this a positive prediction, especially with the ethos behind his product; “This heavily ties in with a personal passion of mine, and a big

reason for Kokoon: the need for everyone to get enough sleep.

This is so essential, and shorter working hours will allow that to happen, and that will have a huge knock-on effect with productivity.”

Sarah Slade, working mum and co-owner of mood-boosting candle brand, SevenSeventeen, thinks it’s a game changer; “With the help of cobots, getting the most out of our time should become easier. As business owners, there will undoubtedly always be the unavoidable call at 9pm or having to pop in to the office at the weekend – but ultimately, it’s flexibility we see as being the most important game changer in the future of business.”

The full report focuses on a further six key trends predicted by James, including the ‘Cobot Revolution’: a world where humans work collaboratively with robots in all industries, a key aspect of making a four hour work day possible.

Following the rapid growth of digital and social media, Yell has transformed into a digital business – helping businesses and consumers be successful online and is committing to help a million businesses be found, chosen and trusted by more customers online by 2020.

Mark Clisby, Product and Marketing Director at Yell said: “We’re living in a time of incredible change.

The next 30 years are set to be very exciting for us all. We look forward to continuing to help business owners and consumers to adapt to changing technologies, both now and in the future.”

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Copious Amounts of Expertise Copia Wealth & Tax Limited is a proactive firm of chartered accountants, tax advisors and business advisors, that can offer total support to businesses and their owners. We invited Shaun Philpott to tell us more about the success of the firm in relation to being named Best Accountancy Practice 2017 in Wolverhampton.

Based in Wolverhampton, Copia aims to reduce tax bills, increase profits and help businesses grow. The firm offers a variety of services in order to help clients and it is its adaptable nature which helps maximise its potential. Just some of the offerings of the company include accounting services, cloud accounting, plus auditing and taxation services. Additionally, the staff also offer tax planning services, wealth planning services and can operate as business advisors should this meet the client’s demands.

Copia’s client base is mixed and varied, as staff work to provide quality services to limited companies, partnerships, sole traders and not for profit organisations. With this in mind, the staff always go the extra mile and pride themselves in

making the seemingly complex simple and helping clients make informed decisions. As Chartered Accountants, the company does all the things people would expect and more besides. Shaun talks about the mission of Copia, its commitment to training, staff experience and advice offered.

“At Copia we value our clients, we value our staff and we value our corporate and social responsibility. Copia’s mission is to build up its client base by ensuring clients are kept up to date with the latest technological advances for example in cloud accounting whilst still providing regular face to face contact whenever they require it. Our commitment to training ensures we remain technically up to date and the strong team culture within the office ensures we are approachable, friendly and professional. The vast experience within the Copia team

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means we can offer effective and practical advice.”

Fundamentally, it is this mission which helps the company differentiate itself from others within the highly competitive industry. In an ever increasing technology based environment, Shaun notes that Copia still provide a personal touch for clients, which it is integral to client satisfaction.

“In this generation, the accounting market is getting ever more competitive, as the advances in technology make compliance work on accounts and tax more of a commodity service. What you get from Copia is the opportunity to benefit from these technological developments whilst still enjoying the human touch. We genuinely make a real effort to get to know our clients and their businesses so we can give the most appropriate and effective advice and guidance as well as efficient and professional compliance services.”

Shaun tells us what interesting trends and developments the company is noticing within the Midlands area, and whether these are of any benefit to Copia.

He talks about how the company will adapt and look to reap the rewards of possible funding opportunities, and also is keen to point out that network of contacts that staff have is particularly beneficial within the region.

“As mentioned earlier, the advances in technology make compliance work on accounts and tax more of a commodity service and so to survive and grow your fee base accountancy practices need to focus on providing added value services such as business advice and tax planning.

“In the West Midlands at the moment, with the implementation of the West Midlands Combined Authority and launch of the Midlands Engine, there is a positive energy and an aspiration that funding can be secured from Central Government to drive forward the West Midlands economy in terms of transport infrastructure, skills, access to finance and securing inward investment. This more buoyant West Midlands economy will create more opportunities for Copia to support local growing businesses.”

“The West Midlands has, through the Midlands Engine, plans to grow GDP and productivity. This means businesses in this area will be looking for advisors that can provide added value services to the core compliance services required. Copia has experienced staff and strong contacts within the locality to enable it to satisfy these future requirements.”

Looking ahead, there looks to be exciting times coming up for Copia, particularly with regards

Copious Amounts of Expertise

to a wider scope and increase in clients, and Shaun seems very positive about some of the partnerships the firm has undertaken, which will benefit not just Copia but also other clients. “Ultimately, our future plans involve attracting more growing businesses as clients through offering a cradle to grave service and being able to provide relevant advice throughout each phase of the development of the business, start up, high growth, maturity and eventual exit. We are also working with another organisation which brings Chinese investment to UK companies.�

Company: Copia Wealth & Tax Contact: Shaun Philpott Contact Email: shaun@copiawealthandtax.co.uk Address: 8 Pendeford Place, Pendeford Business Park, Wobaston Road, Wolverhampton, WV9 5HD, UK Phone: 01902 783172 Web Address: www.copiawealthandtax.co.uk

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Changing the Landscape of the Workplace Crown Workforce Management Systems specialise in the development and supply of software for private and public-sector organisations to optimise their workforce. David Hughes provides us with a breakdown of the services that the company offers and describes what aspects make it successful, with reference to being Best Workforce Management Solutions Provider – West Midlands.

Established in 1987, Crown offers HR, Time and Attendance, Workflow, Scheduling/Rostering and Workforce Analytics software. It works closely with its customers to identify areas where improvements are required and where costs can be saved, resulting in improved service levels, reduced labour costs and success in the market place.

David outlines the overall mission of the company, describing how the team plan to reach the targets that they set themselves.

“Here at Crown, our mission is to provide our customers with the very best systems to optimise the investment they make in their workforce. Investment in Customer Support and Research & Development has grown to keep pace with technology and market demands. With our help, customers will identify areas where improvements are required and where costs can be saved resulting in improved productivity, better customer service and success in their chosen market place.”

Furthermore, as highlighted in the mission of the company, the firm works for the people. David thinks this is a major factor in helping the business stand out within the industry, and whilst always working for the client, it is the people and team within the company which attract the best

business and clients. Delivering a personal approach and not focusing on solely the product, Crown mark themselves out as one of the best options for potential and existing clients.

the company, it is vital that the company is easily accessible from both ends of the country, and that the staff can visit clients on a regular basis.

“Essentially, we are very much a people-oriented company.

Whilst our competitors have a broadly similar offering regarding functionality and price, we believe it is our people that make the difference particularly when implementing and supporting a major capital investment such as a Workforce Management system. Our system manages the time and activity of an employee and it is vital that the workforce engages with that process, this is where Crown excels through its people by providing support and guidance to help all the stakeholders in an organisation benefit from the solution.

“Crown has a large and diverse client base spread throughout the UK, being Midlands based means that we are at the centre of the country and the motorway network, making it easy for customers to visit us and vice-versa. Crown also hold a number of customer events each year and again having a central location means that customers from all over the UK can reach us easily. The number of appropriately sized organisations for Crown (400+ employees) are plentiful in the wider Midlands area particularly the Service sector, which tend to have large workforces that are spread geographically and a degree of operational complexity which the Crown solution is best suited to.”

“Additionally, we feel that our competitors have a very product-focused approach to business, and that impersonal approach does not sit well with organisations that are introducing a system designed to manage people in a way that will make them more productive, better trained and ultimately able to fulfil their potential as employees.”

Staff must be well equipped to provide the best service possible to clients, and David explains how he ensures that all employees are aware of what is expected of them, and guaranteeing they are well trained and places to deliver a good service.

Regarding the main benefits of being based in the Midlands region, David is keen to highlight that due to the diverse and wide-ranging client base of

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“Internally, our culture is very much centred on the old-fashioned virtues of staff development and welfare. Crown Computing has successfully transitioned to ISO 9001:2015

the latest version of the quality management standard. ISO9001 is the world’s most recognised quality management system standard – embraced by millions of organisations worldwide and is administered by the British Standards Institution (BSI). The new standard continues to ensure that we as an organisation adopt a robust and thorough approach to management and business processes, helping maintain consistency and customer assurance.

“Crown has been consistently certified to recognised quality management standards since 1993 and has undergone regular assessments across all business areas to maintain the certification.”

Overall, there are many upcoming developments on the horizon for Crown, as it looks to continue to develop its products and services, and react to the different requirements that will arise from clients. Reacting and being proactive are aspects which will see Crown able to build on its ongoing success.

“Looking ahead, Crown will continue to develop its products and services in line with Customer and market demands and react to the increased demand for Cloud-based solutions i.e. SaaS (Softwareas-a-Service) and Workforce Analytics.”

Changing the Landscape of the Workplace

Company: Crown Computing Limited Contact: David Hughes Contact Email: dhug@crowncomputing.co.uk Address: Amber Close, Tamworth Business Park, Amington, Tamworth, Staffordshire, B77 4RP, UK Phone: 01827 309857 Website: www.crownworkforcemanagement.com

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Gunning for Success Gunningarts Limited and Ironbridge Fine Arts & Framing is a family run business situated in the picturesque Shropshire town of Ironbridge. We spoke to David Gunning in order to find out a bit more about the success of the company, including winning Best Etching Press Specialists 2017.

David and Liz Gunning founded Gunningarts in the 1980s. This now runs alongside Ironbridge Fine Arts & Framing. Regarding Ironbridge Fine Arts & Framing, it was founded to be a local hub of art lovers and enthusiasts and to incorporate the local heritage, of which the family are so proud, into their artwork. David creates his art-work, hand builds the printing presses and works with his two daughters, Jenny and Sarah, who run the gallery in Ironbridge.

Gunning Arts’ gallery is open to the public and houses one of the largest collections of artwork from Shropshire’s most talented artists, and of course, it is from this Gallery where David and his family exclusively sell and distribute the Gunningarts Printing Presses to customers throughout the World. David tells us about the clients that the team deals with, before talking about the facilities that the team offer.

“Here at Gunningarts Ltd, the clients we serve are all art enthusiasts, and within our beautiful gallery space we offer a pleather of services covering the art genres. We have a well-stocked print workshop, a rentable artist studio space and a framing workshop.”

As a business, the team offer a range of services for every requirement that clients may have, from drawing workshops, teaching the art of printmaking, and being the sole distributor of the Gunning Arts Printing Presses, Giclee printing and scanning, framing artwork to guild commended standards right through to the sale of incredible artwork within our beautiful gallery.

Profiling the team behind the success of Gunningarts and Ironbridge Fine Arts & Framing, there is a lot of experience and expertise, all of which contribute to the success of the company.

David Gunning is a prolific artist with artwork in many prestigious collections across the world, including 110 etchings in Her Majesty the Queen’s private collection and two large drawings hanging in the Houses of Parliament. He has had more than 70 one-man shows and has many exhibitions booked for years to come.

Jenny graduated from Cheltenham and Gloucester University in 2004 and has a degree in Specialist Printmaking.

Upon leaving university, Jenny set up her own business which

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evolved into Ironbridge Fine Arts & Framing and has always run alongside Gunning Arts Limited.

Jenny has extensive experience in many forms of printmaking and her passion for printmaking and etching inspires all who meet her. Jenny takes after her father and is a prolific printmaker in her own right. She has had many one-woman and, with her father, two-person shows. She continues to add to her large collection of work.

Ironbridge Fine Arts and Framing are proud to be a Fine Art Trade Guild Art Sure Member. Sarah Morris works with customers to provide Giclee printing and Art Sure Print Registration, high resolution scanning (up to 12800 dpi), digital editing, printing and limited print registration. Sarah is also currently training for her Guild Commended framing qualification.

Liz Gunning is the ceramicist of the gallery, creating incredible works of 3-dimensional art and functional ware as well as offering workshops and one-to-one tuition. She has a beautiful pottery studio and creates the most wonderful fine art sculptures and ceramics.

Liz’s hares are her trade-mark and she thrives on making and selling in the Ironbridge Gorge.

Liz is also a qualified spiritual healer, who works alongside the College of Healing. She offers counselling and healing sessions and many art workshops based around pottery and art therapy.

Gunningarts and Ironbridge Fine Arts strive to give an

all-round service. Providing not only a variety of superb etching presses, the family also work together as a team to offer the best service they can. Additionally, the companies provide tuition and tutorials on how the presses function and how to create clients’ very own etchings. The presses are personally delivered and advice is ready at hand if the artist requires assistance in setting up their studios for the Gunningarts etching press to function efficiently. Customer service is an integral part of what the family do.

Alluding to the ongoing success of the companies, David signs off by describing how dedication and hard work are all vital aspects of the team’s achievements, whilst also noting that the passion of himself and his family contribute greatly to the excellent products and services that both Gunningarts and Ironbridge Fine Arts & Framing offer.

“Essentially, our success lies with the knowledge, dedication and hard work that is required to produce artwork and goods to the highest standards for the clients we serve. We have been awarded this accolade because we live and breathe art and this passion exudes from the heart.

As a family who live and work in this beautiful part of Shropshire we continue to create and love everything we do.”

Changing the Landscape of the Workplace

Company: Gunningarts Ltd Contact Name: David Edward Gunning BA Hons Contact Email: Lizzyg@email.com Contact Email: jenny@shropshirefinearts.co.uk Address: Merrythought Village, Ironbridge TF8 7NJ Telephone: 01952 434033 Web Address: www.ironbridgeframing.co.uk

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Passion for Innovation Headquartered in the Colmore Business District of Birmingham, with an office based in Perth, Australia and a number of international distributorships and strategic partners, Forensic Pathways is internationally recognized for innovation and international collaboration.

We invited its Senior Management to talk us through how the firm came to be named Best Forensic Software Development Company - West Midlands in our prestigious Midlands Enterprise Awards 2017.

Over the past 16 years, Forensic Pathways has proven itself to be the ultimate storyteller.

Throughout its business journey, the Company has adapted and innovated, reflecting the changing demands placed on investigators.

Led by Deborah Leary, OBE and fellow Director, Ben Leary, MBA, Forensic Pathways has a unique offering which spans both the law enforcement community and business. Providing Due Diligence, Fraud and Digital investigation services, forensic laboratory consultancy, along with Cyber Security Services, the company provides a comprehensive service offering to businesses and organisations of any size. Forensic Pathways’ Cyber Security Services is undoubtedly a growing market,

particular for ensuring clients are compliant with the new GDPR regulations due to come into force in May 2018. Ben Leary, Director, comments on how the company’s innovative nature has driven it to achieve the success it enjoys today.

“Our success is rooted in the Company’s passion for innovation and its capacity for diversification and commitment to collaborative partnerships. R&D is incredibly important to Forensic Pathways.

The combination of diversification and R&D has meant that we continue to remain at the forefront of forensic investigation in all sectors, whether law enforcement or commercial.”

In 2001, Forensic Pathways developed innovative products and services within the traditional crime scene arena. However, it

recognized that data and digital was going to be at the forefront of forensic investigation in the 21st century and began to develop a reputation for innovative technologies in the area of digital investigation. This diversification and insight into a changing market led to the development of a range of technologies, including Forensic Image Analyser, a technology that identifies the unique signature within an image enabling investigators to identify which device has taken a particular image.

This has been particularly impactive in the investigation of child sexual exploitation cases and also has an application in the digital image copyright market. This was followed by Forensic Digital Exchange a technology that assists High Tech Crime Units in the management of digital forensic evidence along with a range of complex algorithms for the ballistics analysis market, for which the Company has recently been awarded additional funding via InnovateUK. These are just some examples of the technologies developed for a changing forensic market. These innovations have been developed in collaboration with end users and linkages with a number of Universities.

Deborah Leary, CEO, discusses the firm’s latest projects in more detail and how its global network supports the firm’s work.

“International trade, has always been a feature of Forensic Pathways. In starting the Company back in 2001, I

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knew that what we offered had international potential. As a result, we have a diverse range of international clients, across Europe, Africa, the USA, South America, to name but a few.

Our commitment to international trade has been recognized by our appointment as an Export Champion for the UK Government’s Department for International Trade, which we are extremely proud of. International markets bring many opportunities and many challenges, but at the core is a commitment to doing good business. Forensic Pathways is a signatory to the United Nations Global Compact on Corporate Social Responsibility and this represents the heartbeat of the organization. This has helped shape our success, creating a positive experience for all stakeholders and the community as a whole. We have invested significantly in training and education, sponsoring four PhDs, a Master’s Degree and industry training and our technologies and service offering are focused on the making the world a better place.”

Looking ahead, more innovation and a greater focus on international trade is in store for Forensic Pathways. In focusing on innovation, collaboration, working closely with clients to develop new technologies and service offerings, Forensic Pathways sees 2018 as business as usual. The future can be summed up as bright and bold; more innovation, more export, more diversification and most definitely more business.

Passion for Innovation

Company: Forensic Pathways Ltd. Contact: Deb Leary Address: 2 Snowhill, Birmingham, B4 6GA, UK Phone: 0121 231 3215 Email: deb.leary@forensic-pathways.com Website: www.forensic-pathways.com

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Northern Ireland’s Own Service Charity Beyond the Battlefield was formed as a Charity which was set up to look after the well-being of the ex-service community, in both parts of the Island of Ireland by an ex service person Mr Robert McCartney. Robert is Chairman and Counsellor of Beyond the Battlefield. Chief Executive, Annemarie Hastings provides us with an overview of the Charity, going into detail about the mission of the firm and its future aspirations.

Beyond the Battlefield concentrates on working with a group of counsellors who assess and treat ex service personnel who suffer with a variety of symptoms and problems, all of which indicate that the person is suffering Post-Traumatic Stress Disorder (PTSD). The Charity also performs a series of different tasks which will improve the lives of the ex-service community and their families. Annemarie goes into a bit more depth about clients the charity works with and assist, as well as giving us more details about self-funded charity.

“Throughout the healthcare sector, we assist retired members of: Navy, Army, Royal Air Force, Police & Emergency Services.

Importantly, we rely completely upon grants, donations and fund raising activities which enables us to provide practical support to veterans and their complete family unit.

“Additionally, we offer counselling for Post-Traumatic Stress Disorder (PTSD) and apply for war pensions. Representing veterans at tribunals in the High Court, deal with homeless veterans, rehouse them and help with any issues effecting veterans and their family unit. All staff and volunteers at Beyond

the Battlefield have a friendly ethos showing empathy, trust and confidentiality in a very supportive culture. Everyone who works with or for Beyond the Battlefield have a strong attachment to the military, or have perhaps have grown up in a military family.”

Annemarie discusses how the charity builds relationships with others, working openly with other organisations, including the media.

“An integral aspect of our success is that we work with media organisations and other Charities to enhance communications to enable the services to find their voice and make them heard.

“Beyond the Battlefield works closely with all clients to ensure they receive up to date and reliable information, with regards to their individual rights and entitlements. We will work alongside other agencies to develop partnerships with Governing Bodies, communities and organisations to engage support and commitment for all the Services and their families.”

Annemarie goes on to comment on the behaviour and attitude of staff at the charity, emphasising how considerate they are with clients, treating each individual as a unique case, and providing a personal touch to the case.

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“When dealing with upcoming cases, we will treat all our clients and staff with respect and confidentiality. Every client is unique to us and will be treated as an individual, as we strive to fulfil the requirements of the Code of Ethics laid down by the British Association of Counselling & Psychotherapy (BACP). We endeavour to make effective use of Best Practise to achieve the most successful therapeutic and organisational outcomes.

“Moreover, our staff will be professional, courteous and willing to display a desire to assist on every occasion when in contact with our clients, their families or any of our publics.”

Proud of its success and the work that it does, Beyond the Battlefield adopt their services to the changing needs of its veterans, as the issues are always changing, given the way technology and warfare is changing. Annemarie explains what marks the charity out as the best option for those who are struggling.

“On our books, we have 500 clients this year, what marks Beyond the Battlefield out as the best option for our clients is we do not signpost to other organisations however, we pride ourselves in seeing them through to successful outputs. Our Counsellor Robert McCartney excels in his field in military

Northern Ireland’s Own Service Charity

trauma and dealing with the military mind. He is renowned at being top of his field throughout the Northern Ireland Health Services.

“Chair Robert McCartney has designed a bespoke training course, specifically related to Mental Health issues that veterans are dealing with. We intend to roll this programme out to health professionals to arm them with the necessary tools to treat our veterans, without the use of unnecessary drugs. This course will also give the health professionals the knowledge to deal with very complex issues relating to battlefield and civil unrest related trauma.”

Signing off, Annemarie is excited about the possibility of future funding in 2018, and releasing the burden of GPs, something she is keen to point out. There is clearly a lot to look forward to for Beyond the Battlefield.

“Keeping an eye on the new year, we hope to receive the funding to open a specialist centre in 2018 which will take the burden off GPs, and make a massive reduction in the amount of drugs being issued and taken to relieve the symptoms of these illnesses from the unnecessary use of drugs. The veterans will avail of this bespoke service as opposed to being continuously sign posted for years with unsuccessful outcomes.”

Company: Beyond the Battlefield NI Contact: Annemarie Hastings (Chief Executive) BA (HONS) Contact: Robert McCartney (Chairman & Counsellor) MBACP Contact Email: info@beyondthebattlefield.org Phone: 02891 225610 Phone: 02891 228389 Website: www.beyondthebattlefield.org

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We Help You Change Cumbria Alcohol and Drug Advisory Service (CADAS) is a charity and social enterprise that offers advice and guidance for all ages surrounding substance use and addiction. Leigh Williams, CEO, tells us more about the success of the charity, with it being featured as Best Drug & Alcohol Support Service – Cumbria.

CADAS provides therapeutic support to people experiencing problematic substance use, and supports the families, parents and carers of people using substances.

The team offers educational workshops to young people aged 10-25 across schools, colleges, youth clubs and projects, as well as apprenticeship placements on drug and alcohol awareness.

Additionally, CADAS offers a whole host of professional training courses to teachers, youth workers, therapists, foster

carers. Leigh tells us what differentiates CADAS from its competitors.

“Currently, we are spearheading training in the county on volatile substances, such as aerosol and gas, as it is becoming problematic for local police forces and is incredibly harmful to young people. As we are a joined-up service, we can offer intensive support to young people, teach the professionals, including teachers, around them about the substances and offer support to their parents under another of our funded programmes.”

Being a people focused charity, the staff play to the skills of individuals, and aim to smash the stigma surrounding those who are in need, and look to create employment opportunities for previous clients. Leigh tells us more about the internal culture within the charity and how this breeds success.

“Basically, our training and support package needs to be rigorous due to the vulnerable nature of our service users, all those working with young people have been training appropriately in Youth Mental Health First Aid and youth work and training delivery skills. Our adult client supporters undergo an intensive training course, with a minimum of 14 weeks, and the team attend compulsory clinical supervision. Plus, we are just looking at introducing Wellness Action Plans (WAPs) to ensure the mental health of our team is valued and prioritised.”

Moving forward, CADAS are hoping to grow the enterprising activity and develop a way of income generating from clients who can afford to pay. This would enable the charity to maintain the free service for those who cannot afford it, and reduce the waiting list time. Lastly, CADAS brings in income that not only covers the cost for an individual’s care, but covers the cost for another.

16 SME NEWS / December 2017

We Help You Change

Company: Cumbria Alcohol and Drug Advisory Service Contact: Leigh Williams CEO Contact Email: leighw@cadas.co.uk Address: 3-5 Victoria Place, Carlisle, Cumbria, CA1 1EJ, UK Phone: 07714766658 Website: cadas.co.uk

SME NEWS / December 2017 17

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UK SMEs Struggling To Find Adequate Funding To Boost Productivity UK SMEs are struggling to find adequate funding to invest and boost their productivity, according to research by Close Brothers Group.

Just 41% of UK SMEs have been able to access capital through their chosen funding route, and even those able to secure some form of funding have faced challenges. Of those UK SMEs who received funding - whether via banks, personal loans or specialist lenders – 34% felt that it wasn’t enough for their investment plans. A further 24% felt that the type of funding they had used was too expensive.

Access to sufficient capital is vital for businesses looking to grow and expand. Funding is needed for staff training, investing in new technologies, expanding product lines or renovating premises; all of which can help increase productivity levels, and subsequently a company’s bottom line. However, many SMEs are unsure how to deploy capital they have borrowed. 26% of those who secured finance were uncertain how best to use the funding they received. This would indicate many require additional support, ensuring the products and finance they are receiving from their lender is aligned to their business’ goals and strategy.

Close Brothers’ research also revealed that the difficulty in accessing finance was not limited to the UK. 16% of SMEs across the UK, Germany and France are unable to access enough capital at all, from any source, and 4% of SMEs were unsure where to access the finance they needed to invest in their business. German SMEs were better able to access funding than their UK peers, while French SMEs were less able to do so. Just 33% of French SMEs have been able to access capital through their chosen funding route, compared to close to half (47%) of German SMEs. A lack of specialist lending support is a contributing factor in SMEs’ funding issues in the UK – more so than abroad. 20% of UK SMEs said that the funding they had received was not suited to their individual business or sector. This was higher than the percentage of SMEs in France and Germany (15% and 12% respectively).

Close Brothers, the firm that conducted the research, is a leading merchant banking group, providing lending, deposit taking, wealth management services, and securities trading. The group employs 3,000 people, principally

18 SME NEWS / December 2017

in the UK, and is one of the largest 250 companies listed on the London Stock Exchange.

Close Brothers’ Banking division provides lending to small businesses and individuals, with an emphasis on specialist finance, and also offers deposit taking services to UK businesses and individuals. At July 2016 Close Brothers had a loan book of £6.4 billion, the majority of which is loans to SMEs. Adrian Sainsbury, Banking Division Managing Director, Close Brothers commented on the findings and how they impact on SMEs. “Low productivity hinders economic growth and improving productivity is vital, particularly as the UK prepares to leave the EU. Given their importance to the economy, SMEs will be central to potential productivity gains.

“SMEs need access to the right finance and support to invest in training staff or adopting new technologies so increasing awareness of financial options is crucial. Bespoke funding solutions which align to specific needs and growth plans are always preferable to a one-sizefits-all approach.”

UK SMEs Struggling To Find Adequate Funding To Boost Productivity

SME NEWS / December 2017 19

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SME Specialist Lender Announces New Development LGB Corporate Finance establishes £10m secured loan note programme for SRT Marine Systems PLC, with the debt funding package set to provide SRT with a flexible source of secured debt financing for working capital and investment in new product development.

LGB Corporate Finance has arranged a £10million secured loan note programme for AIM-quoted SRT Marine Systems PLC (“SRT”), one of the UK’s leading providers of maritime tracking, management and surveillance technologies.

An initial issue of £2 million of secured loan notes was completed concurrent with the establishment of the programme.

The first issue of loan notes have a three year term and pay interest at 8.0% per annum.

SRT supplies technologies, products and systems which provide maritime domain awareness (MDA). Its systems are used across a broad range of applications including maritime border control and security, fishery monitoring and management, infrastructure monitoring, search and rescue and environment monitoring. SRT’s products provide customers with information, analysis, dynamic event visualisation and management functionality that enable them to understand, monitor, control and manage maritime activities.

Funds from the programme will help finance SRT’s working

capital requirements to support the growth of its maritime domain awareness (“MDA”) business and partially finance its longterm investment in innovative product development, specifically the building of a satellite vessel monitoring programme, OCEANSCAN, which will provide long range tracking data to MDA system customers with the aim of further strengthening the Group’s recurring revenue streams.

in the maritime industry. The debt financing package will help SRT to fund its working capital and invest in product development, most notably the OCEAN-SCAN satellite programme which will further strengthen the Group’s recurring revenue streams.

Secured loan note programmes geared towards the lower-mid market have been pioneered

by LGB Corporate Finance to address a significant funding gap faced by UK SMEs that has not been filled by either bank debt or alternative sources of private capital. The loan notes are secured, fixed-rate, mediumterm debt securities issued by SMEs and growth business, with regular, fixed cash yield of 5-10% per annum, with maturities varying between six months and five years.

Simon Tucker, CEO of SRT Marine Systems PLC, commented: “As a fast growing international business, SRT Marine Systems PLC needed to have access to a non-dilutive, flexible source of working capital.

The LGB loan note programme provided an ideal solution to this requirement. The team at LGB Corporate Finance conducted extensive due diligence work to deeply understand our business and quickly and efficiently put in place a £10 million secured loan note programme for SRT with £2 million issued on day one. With many years of business financing experience, I was delighted with the robust, professional and efficient approach of LGB Corporate Finance and look forward to working with them in the future as SRT develops.”

Angus Grierson, Managing Director of LGB Corporate Finance said: “SRT is acknowledged as the market leader for its core AIS technologies which are fast becoming a global standard to supplement radar systems used

20 SME NEWS / December 2017

We are delighted to have provided SRT with the funding it needs to take the business to the next level.”

SME Specialist Lender Announces New Development

SME NEWS / December 2017 21

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Manufacturing SMEs Given Boost ThinCats and Hennik Edge to accelerate growth of UK manufacturing with £100m of funding.

ThinCats, the alternative finance specialist, is making £100m available to fund and support dynamic manufacturing businesses across the UK, and help take them to the next level of growth.

As one of the pioneers of the alternative lending industry, ThinCats was founded in the aftermath of the global financial crisis. The aim has always been to offer loans to UK businesses struggling to access funding through traditional channels, and link them directly with investors via an online platform, offering attractive rates of interest unavailable through many conventional investment portfolios.

Starting from the belief that funding applications deserve more than just harsh number crunching, ThinCats uses innovative data analysis combined with a human touch to candidly assess each loan, listening to the story behind each case; providing real opportunity for SMEs, encouraging growth, development and advancement in UK business.

In December 2015, ESF Captial, the London-based institutional fund manager, acquired a 73.4% stake in ThinCats; providing investment, working capital and significant management and

operational resource, along with underwriting capitals for loans on its platform. John Mould became CEO of ThinCats, while ThinCats founder Kevin Caley became Chairman.

The £100m of funding in partnership with Hennik Edge, the networked advisory team for manufacturers, will see ThinCats use its UK-wide network of Origination Managers to support those companies in the manufacturing sector that require a level of capital to take their businesses forward.

ThinCats has an excellent track record of lending to UK manufacturers, as John Mould, CEO at ThinCats highlights: “This is great news for fast-growing manufacturing firms. Since 2011 we have lent £20m to businesses operating in the manufacturing space, with 73 loans servicing 50 different companies.

“With this much-needed funding, and with the expertise of Hennik Edge, we can look to raise the pace of our lending even further.

“ThinCats specialises in providing funding that, in many cases, the high street banks cannot.

Whether it’s for working capital, acquisitions, asset purchase or refinancing, we will help to ensure that manufacturing continues to be the lifeblood of the UK economy by supporting growth across the sector.”

22 SME NEWS / December 2017

Steven Barr, Managing Director at Hennik Edge said: “We’ve heard from frustrated manufacturers who need a different kind of finance from what’s on offer in the high street.

This new release of £100m of funding, backed by ThinCats, offers a great alternative for ambitious, growing SMEs.” One manufacturer that has seen significant benefit from working with ThinCats is Gainsborough Silk, the historic Sudbury textile weaver, which produces fabrics for Royal palaces, state buildings and grand residences across the world. ThinCats provided a working capital loan of £500,000 to the firm after it had been starved of investment over a 20-year period.

The loan helped Gainsborough Silk ramp up production capacity with the purchase of additional looms and contributed to the modernisation of its dye house.

John Mould added: “Gainsborough was not the simplest credit story, but we liked their market position and management. We were pleased to have been able to structure a deal that raises the investment capital the business requires and offers attractive returns to ThinCats investors.

“It’s a success story that this £100m of funding will replicate many times over. We’re looking forward to working with other ambitious manufacturers over the coming months and years.”

Manufacturing SMEs Given Boost

SME NEWS / December 2017 23

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The Do-Nots of Pallet Delivery In this insightful article, Ale Kylie explores the issues many companies have when using pallets and how these can be avoided.

The humble pallet can be more important to many businesses then we give it credit for.

After all, the entire point of your business is to create, sell and deliver your products right, no matter what that may be?

Well, by that logic the delivery service must be just as important as the other two key tenets of a successful business – and pallets can be key to doing this and doing it well. By utilizing your pallets successfully, your business can save considerable time and money. The opposite however is also true, and the business that underestimates their pallets during shipping is essentially throwing away money.

Here are some brief examples of how not to use your pallets – make sure you and your business are not doing any of these and you will quickly have an efficient, cost effective shipping. ` Do Not Leave Gaps The key to effective use of your pallets during transport is efficient packing. Now, depending on the products you produce, it may be harder or easier to affect

an efficient load out. Broadly speaking however, you should always aim to minimize gaps on the pallet. If you have large gaps, you are literally paying to transport empty space and that is not a recipe for cost effective delivery.

Do Not Overhang By the same token it is important that whilst you try to utilize all the space on the pallet, you don’t push it too far. Overhanging items are a clear sign of trying to utilize packing space that simply doesn’t exist, and that is not going to add any efficiency in transport. For one thing, the pallets won’t load cleanly onto the vehicle, meaning that it could take additional trucks to collect and deliver, clearly adding to costs. Secondly, overhanging items are more vulnerable to damage during transport.

Do Not Have Poor Loading Facilities After you have packed your pallets as efficiently as possible, the next big savings in time and money can be made by upgrading your loading bay. For example, a building company can install a flat concrete floor relatively cheaply, but the savings in time, energy and

24 SME NEWS / December 2017

money it can bring can really outweigh those costs. If you have ever tried to pull a loaded pump truck over broken, pitted concrete or even worse, gravel then you will understand where I’m coming from!

Do Not Use Damaged Pallets If you plan on utilizing your own stock of pallets, then make sure that they are in good condition!

Pallets can have a rough life after all, shunted around with heavy weights on top of them, often stored outside at the mercy of the elements. Wooden pallets can rot, plastic pallets can chip or split and both types can suffer broken slats or feet. Damaged pallets will be harder to pack, harder to handle and harder to load. They are also more likely to allow damage to occur to your items during transport. It may be boring (ok, it is boring!) but make sure you perform regular inspections on your pallet stocks, and order replacement pallets in good time.

The Do-Nots of Pallet Delivery

SME NEWS / December 2017 25

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10 Ways to Attract Clients Through Kindness Why being generous in your business will result in more loyal customers by Susan Friesen, Founder of eVision Media.

Why Being Generous in Your Business Will Result in More Loyal Customers Have you ever noticed feeling compelled to do something for those who have helped you– even if they haven’t asked you to?

That’s the Law of Reciprocity at work.

This law says whatever you give, whether it’s money, time or effort… that it comes back to you with a tenfold return.

I know for a fact this law works as we’ve experienced it many times over the years. Almost like clockwork, we notice a distinct increase in leads that come in after making a donation or doing something extra for a client.

How Relationship Marketing Incorporates the Law of Reciprocity Some businesses lead with hardselling tactics to drive you to buy.

This is called “push marketing”.

But others, using “inbound or relationship marketing” strategies, have discovered how to put the power of generosity to work in their business.

How do you think your business would change if, instead of TAKING you focused on GIVING? Once you shift your focus to serving others and creating value - it changes everything.

Over time, your generosity creates a reputation that sets you

apart and your rate of referrals will increase as well.

So how would you like to have not only more clients but more loyal ones too?

Here are ten ways to be more generous in your business to achieve that: 1) Be a Great Resource. If anyone needs a referral, share vendor referrals of those you know and trust.

People will see you as the “go-to” person and come to you for recommendations.

2) Give More Than Expected.

Doesn’t it feel nice when you walk into a hotel room and there’s a mint on your pillow?

It’s an unexpected surprise.

Here’s some ideas to get you started: Provide more value that what you charge. Go the extra mile. Give a surprise gift. Deliver your product or service faster than promised.

3) Provide Excellence. Since your business needs to differentiate itself from your competitors, how about making it your mission to only offer top-quality products and services?

enough other people get what they want.” And Mary Kay’s empire was built on the premise of achieving success by helping someone else succeed.

Many entrepreneurs are in business because they are on a mission to serve others in some capacity. When you live your purpose, you’ll live a life of joy while making a difference.

5) Open Yourself to Receiving.

Most of us were never taught how to receive. For instance, how do you typically respond when someone complements you? Do you push back and try to minimize their sincerity?

Same thing applies to your business - If you say “no” when clients, money or opportunities come your way, those opportunities will stop coming.

This means making space in your mind and heart for more. It means accepting money, kindness, complements or assistance that is offered to you. This keeps your flow of abundance open energetically. You give and it comes back to you.

This includes customer service too: Respond to all email and phone messages promptly. Give clients uninterrupted attention.

Listen to and address concerns are some ways to do this.

6) Listen to Your Inner Voice.

Inner wisdom leads us to those who need our help.

Stop, listen and take action on those nudges. Offer your attention, time, and advice in their hour of need.

4) Serve Others. Zig Ziglar once said “You will get all you want in life, if you help

7) Follow The Golden Rule. I grew up with this rule ingrained into my psyche as a Brownie

26 SME NEWS / December 2017

and Girl Guide. Essentially, treat others the way you wish to be treated – and that includes in business too.

When a company treats you right or sells you a terrific product, you feel happy. You feel loyal.

You’re likely to buy more from that company. You’re likely to recommend that company’s products and services to friends, family and colleagues.

Make it your goal is to have the same thing be done for you.

8) Perform Acts of Kindness.

Lift up others. Empower others through a simple word of encouragement and inspiration. Share your vision of what you see is possible for them.

This article shares Small Acts of Kindness That Grow Your Bottom Line for some inspiration.

9) Be Genuine. Share yourself openly with those in your network. Let them see the real you. Build warm relationships with people around you. Make them feel special.

10) Practice Gratitude. When your heart is full of gratitude and you put forth effort to show your gratitude, really great things can happen.

Make it a practice every day to share gratitude. Who has shared a referral? Who taught you something? Who is your favourite new customer and why? What vendor did a great job on a project?

10 Ways to Attract Clients Through Kindness

Show thanks for someone or something today and watch what happens.

Be Generous and Watch Your Business Grow There are many other ways you can practice kindness and will see returns tenfold. Go volunteer, be a sponsor, donate funds to a worthy charity or even invest in a business that you believe in!

Remember as a business person we can serve with compassion, kindness, patience and respect.

Being a good person not only makes you feel happier but it is also great for business.

So make it your mission to make someone’s day brighter every single day!

SME NEWS / December 2017 27

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Tips For Reducing Chargebacks For Small Business Apoorv Joshi discusses how small businesses can reduce chargebacks by making small changes.

The most critical thing merchant has to be afraid of while selling products and services are chargebacks. If you get the chargebacks, it may lead to decrease in revenues and may also hamper the credibility of the business. To operate profitably in the ecommerce industry, you should have proper chargeback defense policies and fraud management policies.

You should always ensure that chargeback to sales as well as fraud to sales ratio is always below 2%.

In the layman language, chargebacks are disputed transactions. Chargebacks were created by the law to protect customers from the unauthorized transactions. The consumers try to have a word with the merchant once or twice but if their issues are not solved they simply raise their concerns with their issuing bank.

However, some customers use the chargebacks thoughtlessly and that can cause losses to your business in online ecommerce industry. There are few tips which can reduce the chargebacks of your business.

1.Descriptor and/or DBA Name: DBA name i.e. Doing Business As. It is the name that appears on the bank statements of the

customer. Mostly customers raise chargebacks when they do not recognize the name appearing on the payment slips or bank statements. You should make sure if DBA name is different from your business name and you should also make that thing understood to the customer. It is up to you to ensure the card charges are understood by the customers.

2. Contact Details: You should provide proper contact details to your customers, if customers have any queries and if those queries are not solved they will surely go to the banks and file dispute against your business.

Customer service information of the business (Phone number & email address) should be mentioned on website clearly for the customers. You can also add your customer service phone number on your Descriptor and/ or DBA name that will show on customer’s bank statement.

Customers can contact you immediately if they’ve noticed unrecognized transaction on their statement.

3. Fraud Management: You should have proper fraud management team. The team should monitor all the transactions that take place on your website and as soon as you come to know about any fraud transaction, check the authenticity of the transaction. If

28 SME NEWS / December 2017

it is complete fraud transaction then refund it immediately. The payment gateway providers and banks also monitor transactions and forward the same. It is up to you to make sure the transaction has not taken place through stolen card. If you’ve noticed any fraud transaction taking place on your website, the fraud management team either contacts the customer to verify the sale or refund the transaction to avoid any further issues.

4. Products and services up to the mark: Many times chargebacks are not raised because of fraud transactions but because the quality of the products and services are not up to the mark or substandard or below customers’ expectations.

On your website clearly explain the product with images and proper details. You should also have refund policy. In case if the customers ask for the refund after the time mentioned in the policies you can clearly show your refund policies to them.

5. Accurate records and customer service: You should maintain proper call records, email conversations or any other conversations you had with customer somewhere. Maintain a proper track record of everything.

Keep proper proof of delivery with you. You should also have a customer service team which should take feedback calls from

the customers and in case of any issues they can be solved on priority basis.

Chargebacks can lead to high losses especially when your business is high risk business.

To make sure you do not get caught in a trap of online fraudsters, take proper actions in the beginning. It is tough for the merchant to win the chargeback case itself however we as chargeback Expertz have proper chargeback defense, chargeback management and fraud management tools. We try our best that the chargeback is properly responded.

You may surmise that these are a great deal of things, however once you begin to incorporate these in your business, you will see diminishment in chargebacks. Your need ought to be acquiring engraving and mark of cardholders for every last exchange. This will be a proof that Visa or MasterCard exchange was approved by the cardholder, and exchange is genuine. Mark is a proof that cardholder was available amid the exchange procedure, and you will have the capacity to speak to chargeback and win.

Keep in thought that exchanges done by means of phone, mail request, and E-trade have high danger of chargebacks, on the grounds that shippers don’t have control over them.

Tips For Reducing Chargebacks For Small Business

SME NEWS / December 2017 29

Patrick Gallagher Coaches Patrick Gallagher Coaches is a family - owned and managed business.

The business origins go back to 1972 when Patrick Gallagher returned from Scotland and started up a taxi service in his native Gweedore and surrounding areas.

Donegal – Belfast –Donegal Donegal-Derry-Donegal About 14 years ago Patrick started his first service from Donegal to Belfast and ever since this service has grown. Patrick Gallagher Coaches is the only service that goes cross border from Donegal- Derry- Belfast everyday.

Although Patrick Gallagher Coaches are probably best known for its’ service’s work from DonegalDerry –Belfast, we also carry out significant amounts of private charter, day trips and private tour work in Northern Ireland. We have worked with companies including Travel Ireland and Belfast Bus Company naming but a few.

Patrick Gallagher Coaches Best Coach Hire Company 2017

Info@gallagherscoaches.com Tel: 087 2330888/ 087 2245848

www.gallagherscoaches.com

Dynamic HR Services is the Human Resources management consultancy of Natalie Lewis, an unconventional HR consultant working with micro and small businesses across the UK.

020 8798 3470 www.dynamichrservices.co.uk

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