The Spiderlift Company had managed to untap a host of new uses for its versatile spider-legged cherry pickers that can reach world-beating heights of up to 50 metres, but the volume of new business secured meant its systems were in need of an urgent upgrade.

Commercial Director Andy Bray explained: "We're looking at growth figures for the business of up to 30% over the next year. That's a tall order to cope with unless you've got the right infrastructure in place to service your existing customers whilst coping with new business won and having capacity in place to attract future custom."

Andy wasted no time getting in touch with the local Business Link service and was advised that the company was eligible to apply for funding to buy new equipment, which Spiderlift would need to match-fund, to make sure he got the right IT systems in place as quickly as possible.

"If we hadn't secured this funding, it would have been another 18 months before we'd have been able to afford the necessary software to support our growth. As a result we would have had to slow down the development of our business and potentially risked losing custom because we weren't geared up sufficiently", he added.

"Effectively Business Link's support has meant that we're able to get our expansion plans firmly off the ground much sooner than expected. Now we've got the right infrastructure in place, we can respond to current demand and also maximise our potential for future growth."

Spider kingdom

The Spiderlift Company is sole UK distributor of the machines which were pioneered by German manufacturer Teupen. They combine a tracked chassis with spider leg-shaped stabilisers which means they can be driven and operated on almost any surface, from delicate internal floors to soft, slippery and rough terrain.

30 St Mary's Axe in the City of London, better known as The Gherkin, features a built-in hydraulic platform from Spiderlift used to clean the windows from floor 35 upwards because of the building's curved shape. More locally a pair of rental platforms was used to tackle the difficult night time job of cleaning the atrium at the Crystal Peaks Shopping Centre in Sheffield. And last year the National Trust bought a Teupen platform to ensure the safe pruning of 29 Irish Yew trees at one of its Cornish properties.

Because of their versatility - everything from cleaning and maintenance to construction, cutting down trees and erecting signs - Andy's company has huge market potential. He explained: "Facilities management companies are one of our big targets currently because of the wide range of activities they're involved in. It's all about educating them on the potential uses of the platforms… which are numerous!"

Top advice

Andy has nothing but praise for the Business Link adviser he was assigned. He added: "The support has been over and above what I would have expected. Our adviser was quick to pick up on our needs and point us in the direction of available and relevant funding.

Andy says that he'll definitely be keeping in contact with his local Business Link service. "I'm keen that we look at implementing a more formal staff training programme - we've got 11 employees currently and we're looking to taking on three more any time now. That's something I know Business Link can help us with. We're also keen to tap into their up-to-date knowledge about further funding that we might be eligible for."

For now though, Andy has got enough on his plate consolidating the company's growth, but is confident that he's got the tools in place to do this and attract an influx of new customers too.

EMB delivers local access to the regional Business Link service and other government business support contracts across the East Midlands, including the Train to Gain Leadership and Management programme and UK Trade & Investment.

EMB are in good company and join a "hall of fame" of organisations who have also achieved and continue to use the standard, such as Bombardier Transportation, Siemens, BMW, Littlewoods Home Shopping Ltd and O2 UK.

The achievement of Investor in Excellence was awarded to EMB after a rigorous nine-month programme which included assessments, action plans, written reports and an in-depth site visit.  The Investors in Excellence Assessor was impressed, highlighting the following points in his report:

• Clear vision supported by mission and values that is well understood and supported by staff.
• Investment in developing the skills and competencies of staff and this is clearly valued and recognised.
• Well defined quality management system and a robust approach to internal audit throughout. These approaches clearly drive improvement.
• Well developed measurement systems and clear links between operational measures and the key strategic objectives they support.
• Staff value and appreciate the working environment.
• Structured approach to defining key processes and supporting through documentation was well understood and used by staff.
• Clear, regular dialogue between staff and their managers and the creation of a coaching culture is evident.

EMB Chief Executive, Stephen Smith praised staff on their achievements. "This award reinforces the quality of the team at EMB and the fact that we always aim for excellence and continuous improvement.  More people than ever are accessing the services delivered by EMB and we will continue developing what we can offer in line with what local enterprises need."

The award comes at the same time as the recent announcement from the Department for Business, Innovation & Skills, confirming that Business Link remains the government's support service for business. Business Link will continue to offer the same quality and level of support to local businesses in their areas and will ensure that the region's enterprises continue to benefit from swift local access to high quality advice and support in the East Midlands.

The Air Ambulance is the chosen charity for EMB Ltd for 2010. The organisation is responsible for delivering local access to the regional Business Link service and the skydive is just one of a range of fundraising activities organised by staff. With the skydive, Performance Team Administrator Naomi Harrison, Contract Support Manager Stuart Lockley and Quality Assurance Administrator Karen Wilmott want to raise at least £1,500 for the Air Ambulance which relies solely on donations. 

Karen says, "Against the advice of the people who care for us, we've committed ourselves to jumping out of a plane at 14,000ft and plummeting towards the ground at 120 mph ... for the sheer heck of it and for a good cause! We've set ourselves a huge personal challenge to raise at least £1,500 and hope that we can gather as much support as possible to encourage us to  take that step off the plane into thin air! "

Karen says the group wanted to do something that would test them and at the same time help to support the Air Ambulance. 

"They provide an invaluable service to the East Midlands and we or someone we know may have already benefited from the service or may need them one day." Karen continues, "We're not taking this lightly and wouldn't be doing this crazy thing unless we felt so strongly about the cause…"

If the target is beaten then team member Stuart has promised to skydive topless for the event at Langar Airfield in Nottinghamshire.  "We really hope to beat the target and any amount helps, however small," says Karen.  "Please donate whatever you can afford because it really could help save a life!"

To help Karen, Naomi and Stuart to reach their target, please visit www.justgiving.com/KarenNaomiStuart to make a donation.

For more information on the air ambulance, please visit: http://airambulance.embltd.co.uk

Figures for the year 2009/10 show that Business Link services have been provided to 80,254 established businesses and to a further 21,670 entrepreneurs who were thinking of starting a business across the East Midlands. This is an increase of over 24% in the number of customers supported in the previous year.

The regional Business Link service, which is funded by emda, and delivered by EMB Ltd, has developed rapidly during the past three years. More than 240 people are employed to deliver the Business Link service across the East Midlands, with 80% of these having front line delivery roles - directly working with customers, helping people to start a business or supporting existing businesses to be competitive and grow.

Despite the significant increase in the number of businesses and entrepreneurs supported by Business Link, the percentage of customers expressing satisfaction with the service has remained just above 90%, according to an independent survey. Only 2.6% of customers expressed dissatisfaction with the service, the best performance since emda took over the direction of the Business Link service.

Stephen Smith, Chief Executive of EMB Ltd, the organisation responsible for delivering the regional Business Link service said: "Since the regional Business Link service was launched in 2007, we have supported over two thirds of businesses across the East Midlands, helping them to access the very best information, support and advice from both the private and public sector."

Performance figures for 2009/10 show that in the East Midlands, Business Link has helped 2,310 new businesses to survive through their all important first year of trading. In addition the support that it has provided to businesses has helped to create 5,046 jobs.  Its team of advisers have carried out over 17,000 business reviews to help local enterprises increase their competitiveness and ride out the recession and provided information, support and access to in-depth assistance for over 5,500 businesses.

Mike Carr, emda's Executive Director of Business Services, said: "The performance figures for 2009/10 demonstrate that we are delivering our promise to increase the number of businesses benefiting from Business Link services.  I congratulate the team at EMB on the quality and professionalism of their work, which I know is greatly appreciated by businesses across the region.

"We recognise that the Coalition Government is currently reviewing the way business support is delivered in the future, following the decision to replace the Regional Development Agencies. We are working closely with them to ensure a smooth transition to any new arrangements. During this period, we will continue to deliver the Business Link service and other specialist Solutions for Business products to the high level that customers have come to expect from emda funded programmes."

Andy Bray, Commercial Director of The Spiderlift Company based in North Derbyshire says that Business Link's help has been invaluable in the current economic climate.  "My Business Link adviser was able to help me to explore new markets and identify ways to help the business become more competitive.  The result is that the business is now in a much stronger position to survive and thrive."

Jeeva Sanmugam - Managing Director of Northamptonshire-based Classic Cuisine adds: "We are lucky to have such a joined up regional service that is delivered locally.  I know I can pick up the phone and either speak to someone or arrange to meet an adviser face to face.  Being able to discuss my business issues with someone who understands the business and my local area is something I really appreciate as a small company."

Mike Carr concludes:  "Over the past 12 months, the Business Link service has supported record numbers of businesses, helping to create new businesses and jobs in the region and assisting established businesses.  As the economy begins to emerge from recession, support for business will continue to be vital and we will make every effort to ensure we provide the best possible service to our customers.

"The new businesses and jobs that are created by Business Link are vital to the future of the region's economy. The Business Link service is still very much open for business during this transition period."

Business Link East Midlands provides businesses with access to information, advice and wider business support available from both the public and private sectors, to help start, maintain and grow a business.

The Business Link service across the East Midlands region is delivered by EMB Ltd under contract to the East Midlands Development Agency (emda).

For more information about how Business Link services can help to start, maintain or grow businesses, visit www.businesslink.gov.uk/eastmidlands, or telephone 0845 058 6644.

Bumping out

Mace Industries was started by brothers Tony and Richard Mace, who were in the roofing trade. Having yearned for an easier way to carry tiles to the roof, they developed their own machine in a potting shed. The slang term for loading a roof was 'bumping out,' so the machine was called the Bumpa.

Today the new generation of Bumpa is the most popular portable loading machine on the market and the company has developed a range of portable conveyors for the building and warehousing industries. Twenty three people work at the Mace Industries factory on the Earlstree Industrial Estate in Corby.

The company is expecting to increase its output from 70 machines a month to 110 to keep pace with demand and is making the most of business support services to improve systems across its operations.

Snowballing support

Business Link introduced Mace Industries to the complementary services available from the Manufacturing Advisory Service (MAS). They've already shown the business how it can improve efficiency and productivity simply by changing its administration and production systems. And Business Link also put them in contact with UK Trade & Investment, who helped them open up new export markets. Thanks to this introduction, the company now successfully trades through distributors in Iceland, Holland, Sweden and South Africa, as well as through its companies in the US, Australia and Poland.

Tony Mace, Managing Director of Mace Industries, said: "Thanks to the on-going support of Business Link and the other support services that they put us in touch with, the company is growing incredibly quickly. We wanted to strengthen our systems and train people better and Business Link has helped us to achieve that goal.

"Working with Business Link we have streamlined the business and introduced automated systems. We have also changed production methods, giving employees better job satisfaction because they now take responsibility for producing the whole machine, not just a part of it."

Tony said: "Business Link has improved since I first became aware of it and the service now relates more closely to the actual needs of industry. We wish we'd asked for their help earlier. We would advise any company thinking of changing its operations to get in touch with Business Link right at the beginning."

When Rob and Nigel bought Kemps bakery and shop in Eckington, Derbyshire, the initial thought was to let out the premises to another craft baker or convert the property to another use.

Rob explained: "We didn't know at the time that we had also purchased a local institution, inheriting local baker Paul and other shop staff. It didn't take us long to realise what a following Kemps had and that it was potentially a little goldmine. We doubled our takings in the first year purely by expanding the range of choice we offered customers, introducing new and improved products, changing opening times and listening to our staff and customers.

"On a Friday, it's not unusual for people to queue down the road. We've even got one customer who makes a point of stopping here on her way back to Northumberland.

A helping hand

Rob and Nigel found out about Business Link when they were looking for training opportunities for their staff and considering converting a former slaughter house in their backyard to expand the bakery.

"If we'd known about Business Link two years ago, we wouldn't have wasted any time getting in touch. I've found the website really useful for downloading document templates and I've made great use of the helpline to find out about legislation changes and various legalities. I just didn't know how much more they could offer."

Taking the biscuit

Business Link also helped Kemps to secure free on-site NVQ training for five members of the team.

"Neither Rob nor I have any formal bakery training, so as well as getting our staff qualified, the training will highlight where our weaknesses are and how we can further develop our expertise," said Nigel.

"Business Link also introduced us to a local mentoring programme which provides ten heavily subsidised one-to-one sessions with a business expert matched specifically to our sector. We're paying £250 - just 10% of the total costs.

"After just one session when we explained where we were heading with the business, we picked up so many useful ideas. It's about stepping back from what's involved in the everyday running of the business, thinking about where you want to go and having a strategic approach for how to get there."

Rob and Nigel's top tips for growing an existing business:

• Identify the strengths and weaknesses you inherit with the business and find out what your customers want - this information is priceless.
• Talk to Business Link as early as possible - if they can't help you, they'll certainly know someone else who can. You've got nothing to lose and potentially a lot to gain.
• Familiarise yourself with your potential market in terms of the geography, population and industrial profile - we've both got good local knowledge and this has been crucial in making decisions about a second shop.

EMB delivers the Business Link service and other government business support contracts in the East Midlands including the Train to Gain Leadership and Management programme and UK Trade & Investment.

EMB Chief Executive, Stephen Smith praised staff on their achievements, "We have a great team here and the Customer First Award reinforces EMB's commitment to putting customers first. More people than ever are making Business Link their first point of contact to access business information, advice and support and we continue to maintain high levels of customer satisfaction."

The Customer First standard was awarded to EMB after three days of rigorous assessment involving customer facing and support staff at all levels within the organisation across a number of locations.

At the same time EMB underwent an additional assessment as part of its work towards the Investors in People standard which it hopes to achieve by the end of October 2009.

Stephen Smith continued, "This double assessment saw us achieve success against higher level indicators relating to management capabilities, leadership and skills development. We are one of the first organisations to undertake this joint assessment for two different quality standards at the same time. We couldn't have done it without the support of everyone on the EMB team and I am delighted with the outcome."

The MS Society was chosen by staff as several have experienced the disease, either first hand or through one of their family and friends.  Everyone at EMB has risen to the fundraising challenge with regular activities taking place including sponsored shirt changes!, raffles for scrummy cakes, sponsored walks, marathons and dress down days.

Stephen Smith, Chief Executive of EMB said, "Having a chosen charity to raise funds for is great for the organisation and we all get involved.  The Directors and Board value and encourage the decision to raise funds to benefit this very worthy charitable cause and encourage and support the fundraising efforts and activities of the staff."