Five Years of Parallel – An Interview with Managing Director, Gavin Auckland
In August 2020, right in the middle of the pandemic, most businesses were battening down the hatches, but Gavin was doing the opposite – launching his own managed print business from what he calls ‘a rabbit hutch of an office.’
Five years later, Parallel has evolved into a thriving group of companies, with new ventures like Parallel Logistics, a team of specialist Directors, and a growing reputation for doing things differently.
We sat down with Gavin to talk about lessons learned, the moments that mattered, and what’s next for Parallel.
Five years is a significant milestone – when you look back, what is the single biggest lesson you’ve learned as a business owner?
“When I started, I thought I knew about 90% of what I needed to run this business and that I’d just have to learn the last 10%.
The reality? I probably knew 5%. The other 95% I had to learn, and I had to learn fast!
The print industry hasn’t changed much over the years, and that can make it stagnant. One of the biggest lessons for me was to embrace doing things differently. Different is better, and that’s something we’ve built the business on.”
How has Parallel changed since day one, and what’s stayed the same?
“The obvious change is growth. We now have a full board of Directors, comprising sales, logistics, service, operations, and finance – all experts in their respective areas.
But what hasn’t changed are the core values I started with. Back in that little office, I had a clear vision of the kind of business I wanted to build and how I wanted to treat customers. Those values are still here, and if anything, they’re stronger now.
The only real difference is the amount of help I have. Everyone’s pulling in the same direction, and that’s a big reason we’ve been able to grow the way we have.”
Was there a moment when you thought, ‘This is working’?
“Yes, for me it was when we came out of lockdown. I started the business in August 2020, in the thick of COVID, and it was tough.
I was working from 7 am until 8 pm, then back on the laptop until midnight most nights. There were times when I genuinely wondered if it was going to take off.
Then, around February or March, the phone started ringing. These were people I’d spoken to months before who were now ready to talk about their office print needs again. The contracts started coming in, machines began going out the door, and I thought, “This is it!”
Another moment came later, when customers started re-signing with us without hesitation. No pushback, no haggling, just, ‘Yes, let’s do it again.’ That told me we were delivering what we had promised.”
Why do you think customers choose to stay with Parallel?
“First and foremost, it’s service. We listen carefully to what customers need, tailor a solution that works for them, and then make sure we deliver on every part of it.
Our contracts are transparent, our communication is clear, and if something goes wrong, we fix it quickly.
They know there’s always a person they can talk to – not a machine, and I know that is very different from how so many other businesses carry out Managed Print Services – there is no doubt in my mind that our service levels are what have made us such a force to be reckoned with in the industry.”
When a new customer comes over from another provider, what surprises them the most?
“Our installation process. Most of the industry is used to installations taking days, with issues cropping up and things not working right away.
We average about 20 minutes per device. Everything is set up exactly as promised, and it’s right the first time, every time.
A big part of that is Parallel Logistics, which we launched in September 2024. I wanted complete control of the process from warehouse to installation, so we created a logistics business that now also works with over other managed print providers. It means we control quality from start to finish and give no opportunity to pass the buck.”
You’ve always talked about the culture at Parallel. How would you describe it?
“It’s open and democratic. In our senior leadership meetings, there’s no hierarchy, no egos, and no such thing as a bad idea.
We discuss everything from new services and changes to processes to whether it’s right for the business and the customer, and everything stacks up; then we do it.
I’ve even been outvoted twice in the last six months, and that’s fine by me. I’ve hired experts for a reason.
We’ve also still got the original Parallel Suggestion Box from day one, and ideas from the team are reviewed every month – giving everyone a voice and the ability to drive our business decisions moving forwards has always been important to me.”
Sustainability has been a big part of Parallel from the start. How has it shaped the business?
“From day one, it’s been part of our core values. We’ve worked with partners like PrintReleaf since the beginning, so every Parallel customer contributes to global reforestation.
We moved from it being something customers could opt into to making it an opt-out, and no one opts out.
For me, it’s about doing what we can to leave something better behind, whether that’s through the equipment we choose, the processes we use, or the partners we work with.”
Looking ahead, what do you see as the biggest opportunity in the next five years?
“The print industry is going to change. Print volumes will decline over time, and the biggest opportunities will be in technology, such as AI, automation, and IT services.
We’re positioning Parallel to be a one-stop shop – covering print, IT, communications, security, workflow solutions, and more. Think of it like the ‘Taco Bell’ in Demolition Man – the brand that does everything.
We’ve also got a new head office opening in October, which will be a real showcase and a base for the next stage of growth.”
And finally, what excites you the most about the future of Parallel?
“It’s the things I don’t even know about yet.
Every business plan I’ve written, we’ve smashed ahead of schedule. That tells me there will be opportunities in the next five years that I can’t even imagine right now.
I’ve got a great team, great customers, and an industry that’s ready for change, so I know we’ll be ready to grab those opportunities when they come.”
Five years in, Parallel’s story is one of resilience, innovation, and an unwavering commitment to doing things the right way. From small beginnings to a growing group of businesses, the journey has been driven by clear values, the flexibility to adapt, and a focus on delivering exactly what has been promised.
As the industry evolves, Gavin and the team aren’t just prepared for change; they are actively building for it. With a new head office on the horizon, expanding services, and a close eye on emerging technologies, Parallel are positioned to not only meet the next five years head-on but smash expectations all over again.