Six months after joining Converged Solutions Group (CSG) as Head of Sales, Gary McLeish has already played a key role in strengthening collaboration across the Group and helping create a more joined-up approach to customer engagement.
Reflecting on his time so far, Gary discusses the expertise across the organisation, the progress made in aligning four brands, and the opportunities that lie ahead - for both the business and customers.
A One-Stop Shop, By Design
One of the things that quickly stood out to Gary was the strength of CSG's integrated offering and the value this creates for customers.
"We hear so many stories of companies with an issue being passed back and forth by their supposed suppliers, leaving the client frustrated and stuck in the middle with no resolution," he says.
For CSG, the difference is simple, Gary explains: “It is an ability to support both IT and physical security requirements that creates a genuine one-stop shop - a single number to call, with full responsibility taken on the customer's behalf”. It's an approach, he adds, that only works because of the depth of expertise sitting behind it.
Expertise That Exceeded Expectations
Gary arrived aware of the reputation enjoyed by each individual business. After working closely with colleagues across CSG, the depth of expertise has surpassed even his own expectations. "The whole IT team are easily the best in the country at what they do," Gary says.
Beyond the technical skill itself, it's the culture that has stood out to him. "There is a genuine appreciation for each person's knowledge and a collaborative approach to sharing it across the business, ensuring that expertise continues to deepen and evolve." He also points to the team's ability to communicate complex technical concepts in a way every customer can understand, regardless of their level of technical knowledge.
That attention to detail extends to every job, regardless of scale. "Whether it's something small like a phone handset not working, right up to a complete network overhaul, the right solution needs to be in place," Gary explains. "A single faulty phone might seem minor, but if it stops someone doing their job, it matters - to the customer and to CSG."
Trusted With the Complex and the Sensitive
Gary points with pride to the calibre of work each brand within the Group is trusted to deliver - whether it's Converged Rural Broadband arranging connectivity in some of the most remote and isolated locations, or Scot-Tech Fire and Security navigating the complexities of providing CCTV in towns like Ellon and Inverurie.
He believes these cases are a testament to CSG's strengths. "We wouldn't be trusted with these sensitive projects if we couldn't deliver - and deliver in a manner acceptable to everyone involved," Gary reflects. He adds that delivery alone isn't the whole story, especially with current economic pressure on IT budgets: "It's not just about delivering the right service level, but at the right price point that satisfies the customer's requirements."
Gary sees that same pressure as an opportunity. In a tighter economic climate, he believes CSG is well placed to design solutions that balance functionality, performance and value - and points to a run of recent successful bids as evidence of that.
Joining Up the Data - and the Business
Early on, one of Gary's key priorities was bringing together four separate management information systems, each holding its own data. "It's one thing having access to data, but another having access to usable data," he notes. With that groundwork now in place, the business is better equipped to spot trends, identify common pinch points and develop solutions that serve customers across the Group - not just within one brand.
That work sits alongside a broader shift: moving customers away from thinking of IT, connectivity, cyber security and fire and security as separate disciplines, and towards a single, joined-up proposition delivered through one trusted partner.
Creating One Team Culture
When asked to reflect on his successes during his first six months, Gary points to one achievement that stands out above all others: the progress made in bringing the CSG sales teams together.
Colleagues increasingly see themselves not as representatives of their individual businesses, but as ambassadors of the wider Group - with pride in individual companies evolving into pride in the collective, and a greater appreciation of capabilities across the Group’s four companies: Converged Communication Solutions, IFB, Converged Rural Broadband and Scot-Tech Fire & Security.
As Head of Sales, Gary sees his role as creating "an environment that allows the team to thrive." By sharing successes, discussing challenges and exchanging knowledge, team members have developed stronger relationships and a deeper understanding of how to support one another - a collaborative environment where specialists are brought into conversations whenever their expertise can help deliver the best outcome for a customer.
That collaboration has already translated into tangible results, with cross-brand customer engagements creating opportunities that may not have arisen had the companies continued to operate entirely independently.
Gary also highlights something he feels is often undervalued: the stability and loyalty of CSG's people. Long-term relationships between employees and customers build the kind of trust that turns a supplier into a genuine partner. "We have customers pass on some incredibly sensitive information at times, and we've built the trust to be told that and to hold it. That trust allows us to be proactive and get involved when needed, at a moment's notice."
Looking Ahead
Gary's focus stays on maintaining the high levels of support, account management and responsiveness customers already expect from the teams at CSG - and deepening those relationships as the business continues to grow.
He sees volatility ahead, but also opportunity. "During this period we can be seen as a very steady ship, given our experience and longstanding nature in our services. We need to be a significant ambassador of change for our customers, regardless of where they're going." For Gary, that sums up what CSG aims to be for the customers it works with: an integral part of their business.