Sutton Chamber vice-president’s new venture aims to tackle ‘operational friction’ in regional firms

Shaun Cremins, vice-president of the Royal Sutton Coldfield Chamber of Commerce, has launched a new consultancy dedicated to helping businesses bridge the “implementation gap” between technology and service excellence.

By launching Capstone Strategic Integration, Shaun (pictured) believes he has identified a growing trend where organisations have become tech-rich but time-poor.

He says Capstone’s mission is to remove the operational friction that prevents teams from performing at their peak.

“Many businesses invest heavily in digital tools only to find their teams more frustrated and their processes more complex,” he said.

“We help firms move away from manual workarounds and system noise. By architecting clearer operational structures, we allow senior leaders to recover their capacity and refocus on high-value client relationships.”

Shaun explains the differentiator for the new venture is its strictly tech-agnostic stance.

Unlike many consultancies that act as resellers for specific software, Capstone remains an independent advisor.

This ensures that strategy always dictates the technology, rather than a vendor’s quota.

Shaun, a certified Customer Experience Professional (CCXP) with a career spanning 30 years, believes that internal efficiency is the foundation of external service.

He adds: “You cannot deliver a seamless experience to your customers if your team is fighting friction behind the scenes. Capstone is about making that technology invisible so that human talent can shine.”

To mark the launch, Capstone is offering a limited number of complimentary 30-minute ‘Friction Audits’ to local business leaders throughout January and February.

For more information on Capstone Strategic Integration or to book a Friction Audit, contact Shaun Cremins directly at [email protected]