DEALER SUPPORT SEPTEMBER 2020
September 2020
Issue 302
ISSUE 302 ANDREW BEAUMONT DARREN LLOYD PETER COWAN
THE NEW BUSINESS LANDSCAPE THE LOCKDOWN HAS MEANT THAT MANY PEOPLE HAVE HAD TO WORK DIFFERENTLY, AND THESE CHANGES ARE HERE TO STAY – AND THIS PRESENTS OPPORTUNITIES FOR RESELLERS
P30
inspiring success
THE NEW BUSINESS LANDSCAPE A new type of worker results in a demand for new products RECOVERY POSITION After a rollercoaster of a year, things are starting to look up EXERTIS SUPPLIES: THE LAST SIX MONTHS Andrew Beaumont, MD of Exertis Supplies, looks at what’s happened since the start of the year
inspiring success
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EDUCATION
new products and category trends
inspiring success
IT PREDICTIONS FOR 2020 What to expect for the year ahead
PHIL JONES Brother UK’s MD talks learning and leadership
www.fellowes.com
MARKETING Why now is the time
0203 794 8555 info@intelligentmedia.co.uk [02] OCTOBER 2016
Issue 296
STEVE MCKEEVER
MARKETING
DRIVING CHANGE
2020 VISION
2020 VISION New products and categories
More Shredding. Zero Jamming.
February 2020
TRANSFORMING THE CHANNEL
PHIL JONES
OEMS AND MPS
IT PREDICTIONS
2020 VISION
inspiring success
Next Generation Shredders
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inspiring success
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DELIVERING WHAT’S BEEN PROMISED Steve McKeever’s advice for dealers BREAKING INTO EDUCATION Making your way in a lucrative sector
FROM THE EDITOR
New horizons LEADERSHIP
ERGONOMIC FURNITURE
ERGONOMIC FURNITURE
In the office environment, ergonomics starts at furniture level – so how has the environment been changed by products which offer comfort and inspire better health? We asked the experts
focus on worker
so the cycle continues.
wellbeing has been
So how is ergonomic furniture changing
creeping its way into
the modern office environment in 2020?
the landscape of office
“For any office worker who spends a
a tool that, when used properly, can help
that each individual can maintain correct
A healthier workforce is a happier, more motivated and more productive workforce
health-building workstations have driven
monitors have superseded the need for deep desks and 800mm deep rectangular
is that you can easily spend many hours
shapes are the default. Consumers facing
sitting in them, without feeling any of the
ever-increasing pressures on expensive office
discomfort that prompts you to move.”
space have been released from the need for deep CRT back ends; they are now moving
BETTER ADAPTABILITY
to 600mm deep ‘slimline’ rectangular desks
A desire for better seating is a major element
to comfortably accommodate more in less
of what has led to adjustable desks and sit/
space, with an ergo benefit.” For this same
stand desks, cycle desks and treadmill desks,
reason, wave and crescent-shaped desks
enabling workers to move their joints and
have dropped in popularity, as the market is
muscles when required, improving their
more aware of the importance of maximising
health. “Having the option to stand, as well
space.
as sit, during the work day has been proven,
Quite simply, ergonomics is an area
not only to benefit the health of the user, but
which dealers cannot afford to miss out
demand for accompanying posture balanced
also of the business, dramatically improving
on. “The revolution in buying habits
perches for those constantly changing from
health, well-being and energy levels of
is, undoubtedly, driven by the fact that
sit to stand and back to sitting positions.”
employees,” says Simon.
good ergonomics reduces costs, improves
A CHANGE IN SEATING
relation to ergonomics is on the various
and creates a better safety culture,” David
Seating is not something to be ignored
benefits across the individual areas of the
says. “A healthier workforce is a happier,
For Fellowes, the entire focus in
body. “There’s a chance to capitalise on the
more motivated and more productive
workplace wellbeing boom if you follow the
workforce,” adds Simon.
and positioning capabilities to enable people
Fellowes four-zone approach,” says Darryl
“Many people would like to make their
to sit comfortably whilst, at the same time,
Brunt, UK & Ireland sales and marketing
health a priority and businesses can help
encouraging productivity by seamlessly
director. This approach follows focuses
take care of that goal for them by adopting
supporting the body during work activities,”
on back, neck, wrist and active working.
the principles of active, ergonomic, smart
says Simon. “This means combining the
“It’s a very simple thing to follow - and
office design. With a few changes to the
right ergonomic design, and advanced
that’s really helpful when talking to your
office setup, employers will be introducing a
functionality, for optimum flexibility
customers about ergonomics. There’s always
general sense of wellbeing within the office
and comfort, in addition to selecting the
an opportunity to attach sales.”
environment and helping to boost employee
customer’s individual choice of chair fabric
The adaptability of modern desks
employee’s maximise back support and
that co-ordinates with their interior design
has also been driven by the fact that the
style or corporate branding.
technology that sits on top of them has
“When people need to sit down and
productivity levels.”
changed. It’s not so long ago that our
significant part of their day at their desk,
and head of strategy at Dynamic Office
work, it’s vital that employees have a chair
computer monitors were deeper than they
comfort is essential,” says Simon Howorth,
Solutions, agrees that dealers need to
that can easily adapt to suit their physical
were wide, but they’re firmly a thing of the
area have occurred in recent years. Now, it’s
marketing and design manager at Dams
be paying attention and teaching their
requirements. This will help people to be
past – and furniture has changed to follow
not enough to simply have a supportive seat
Furniture Ltd. “It’s important to convey to
customers. “Awareness of ergonomics has
more comfortable when sitting at their
that. “The trend for 2020 is away from
at your desk, a foot rest and, perhaps, a wrist
the buyer that employee comfort is directly
grown in recent years. Now savvy dealers are
desks, so they can focus more easily on their
shaped, so-called ergo workstations,” says
rest – there’s so much more to ergonomics,
linked to motivation and productivity.
finding they can sell better, higher-priced
work - essential for creating a productive
David. “Ironically, these were an ideal ergo
and comfort is essential to good mental
Modern solutions, such as sit/stand
solutions to a better-informed consumer
working environment. Furniture designers
solution when monitors were of the deep
health, which is required for efficiency.
desking and soft seating in breakout areas,
audience far more knowledgeable about how
are now creating ever more comfortable,
CRT variety that needed a considerable
Efficiency leads to better business, which
are becoming increasing popular in the
these products deliver business benefits,” he
ergonomic chairs, which provide excellent
amount of desk space behind them to
allows employers to invest in its staff – and
workplace. An ergonomic office chair is
says. “Sit/stand desks have led the way. These
lower back support, and can be adjusted so
accommodate their depth.
[24] SEPTEMBER 2020
productivity, heightens employee retention
either. “We believe that everybody deserves a good office chair which has the movement
– but many of the biggest advances in this
furniture for decades
“Now they are no longer relevant. Slim
sitting posture. However, one of the sideeffects of having a very comfortable chair
maintain good posture while sitting.”
David Orr, non-executive director
LEADERSHIP
We believe that everybody deserves a good office chair
www.dealersupport.co.uk SEPTEMBER 2020 [25]
www.dealersupport.co.uk
Ellie Potter Acting editor
EDITOR Nell Walker
CREATIVE TEAM Billy Odell
HEAD OF SALES Matthew Moore
DIRECTOR Vicki Baloch
Dealer Support is the leading monthly publication for dealers in the business supplies industry. It provides information on the industry (both in the UK and overseas), information for and about the UK’s independent dealers, as well as information and advice on running a small business. The views expressed in this magazine are not necessarily the views of the publishers. Copyright of all the material published remains with Intelligent Media Solutions Limited. No part of this magazine may be reproduced, copied, stored in an electronic retrieval or transmitted, save with written permission or in accordance with provision of the copyright designs and patent act of 1988. Printed in the UK by Buxton Press www.buxtonpress.co.uk
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Page 24
After a period of uncertainty, things are starting to settle down and new styles of working are starting to emerge. From those returning to the office, to those staying in the office - and those doing a combination of the two - dealers are faced with needing to diversify their product portfolio to cater for all three types of worker. In this issue we delve further into the ‘new normal’, starting with a look at the current state How ergonomic of the industry. Thankfully, this is a story of hope, furniture is changing as signs of recovery are present for many resellers the office environment and manufacturers as the industry begins to put its foot on the accelerator once again. We also talk with Andrew Beaumont, MD of Exertis Supplies, A who tells about what’s happened since March, the changes being put in place at the moment, and his insights into what to expect, going forward. Our dealer success story this month focuses on Darren Lloyd, CEO of United, who discusses how, after a difficult time, they have managed to rise to the top and overcome the challenges that faced them. We then look at how ergonomic furniture is changing the office environment, tackle the centralisation vs decentralisation debate and discuss the new business landscape dealers are now selling into. From there we explore in detail the current three types of worker - office worker, home worker and flexi worker - and look at the different product areas which each requires. We round up with a word from the good Father, who gives us his part two of life in lockdown. (Beware - this includes a chat about donuts!) Finally, Peter Cowan, of Data Direct, fives us his final word as he explains why diversification, and the constant evaluation of products and services, is a necessity to operating within the ‘new normal’. This is certainly an issue full to the brim with advice and ideas on how to sell into the new business landscape and cater for the new way of working! Enjoy! And don’t forget to chat with us on Twitter: @dealersupport
JOIN US BOSS is your Trade Association. Since the beginning of COVID-19 the team at BOSS have been working hard to amplify the industries voice to the UK government and support the sector with cost effective, impartial business guidance to help members navigate through this challenging period. They’ve been providing online events and webinars to bring the industry together to share and collaborate. While the BOSS Business Supplies Charity has been providing grants for individuals who have been financially affected.
BOSS membership connects people and gives access to a network of leading ideas, insight and business support.
To discuss how BOSS could support your business visit: www.bossfederation.com/joinus Contact Cheryl@bossfederation.co.uk or on 07384 215282.
SEPTEMBER 2020
Contents INDUSTRY 06 NEWS AND VIEWS
The latest news and views from the industry
08 RECOVERY POSITION
Lockdown caused an immediate shock to the industry - but sales have begun to bounce back
14 EXERTIS SUPPLIES: THE LAST SIX MONTHS
Andrew Beaumont takes a look back - and a look forward
08
DEALER SUCCESS 18 AUDACIOUS TARGETS
United we stand - overcoming challenges and reaching the peaks
LEADERSHIP 24 HOW ERGONOMIC FURNITURE IS CHANGING THE OFFICE ENVIRONMENT Products which offer comfort and inspire better health are bringing change
28 CENTRALISATION VS DECENTRALISATION
18
Helping customers improve their current print package
SALES SUCCESS 30 THE NEW BUSINESS LANDSCAPE
How has the new landscape affected which products are now in demand?
34 RETURN OF THE OFFICE WORKER
Industry experts explain how dealers can help
36 THE INCREASE IN FLEX APPEAL
The rise in the flexible worker will lead to a demand for new products and solutions. What will they be?
38 WFH: A COMBINATION OF COMFORT AND STYLE
28
Not all of those now working remotely have a suitable set-up dealers, step up
40 FATHER P. CLIP
The good Father discusses dodging tricky questions and eating donuts on Zoom
41 FINAL WORD
Peter Cowan, of Data Direct, explains why now is the time for diversification
“Businesses will need their reseller partners on hand to help them with a range of challenges”
32
INDUSTRY
T H E M O N T H T H AT W A S
THE MONTH THAT WAS Support for SMEs to improve leadership skills
Integra marketing programme supporting members Integra Business Solutions has released its quarter four marketing programme, featuring digibooks and printed publications focused on key ranges such as cleaning and hygiene, social distancing and home office essentials. In addition, members have access to a quarterly publication that features the
The department for business, energy and industrial strategy (BEIS) has
Initiative own brand range, together with
launched two new initiatives to help SMEs across England enhance their
‘new business’ toolkits, free digibook
resilience and recovery strategies, to ensure that they are in a great position to
versions, email, web and social media
recover from the impact of COVID-19 and to develop their potential for future
content.
growth and productivity. The two schemes represent a £20m investment by BEIS.
From closely-monitored KPIs and member feedback, it is evident that
The small business leadership programme is a fully-funded, 10-week,
customer activity is gradually increasing.
programme delivered online by a consortium of university business schools
This is an important time for dealers to be
accredited by the small business charter. Participants will develop strategic
visible and to step up engagement with
leadership skills and the confidence to make informed decisions that boost
both customers and prospects.
business performance. Participants will take part in a structured programme,
Integra’s CEO, Aidan McDonough,
and be guided through a curriculum which explores leadership, innovation,
commented: “The general feedback is
employee engagement, operational efficiency, marketing, sustainable
sales are up and that, despite the holiday
practices and finance. Participants’ businesses must have been operational for
period that did arrive, dealers are relatively
at least one year, and have five-to-249 employees.
optimistic. Quarter four will be a challenging
The second scheme, peer networks, will bring together diverse cohorts
period. Diversification, getting more from
of business leaders to discuss their business challenges with their peers.
existing customers and generating new
Delivered through a series of virtual, high impact group sessions, with the
business will be key drivers for recovery.
help of a trained facilitator, participants will discuss their own challenges
“Throughout the pandemic the team
and identify practical solutions to overcome them – gaining and reflecting
at Integra has been working hard to
on valuable feedback from their peers. From finance and HR to sales, to
provide a consistent level of support for
marketing and more, expert facilitators will give participants the flexibility
members. Our purchasing team continues
to create a trusted support network that works for them, helping to build
to strengthen the group’s supplier portfolio,
and strengthen their business and improve its overall performance. Peer
with new additions within key areas such as
networks will be delivered locally, and accessible through local growth hubs
medical, healthcare and FS. My focus is to
across England. For this scheme, participants’ businesses must have been
ensure we provide the most relevant support
operating for at least one year, have 5-to-249 employees, and a turnover of
programme possible to help members come
over £100,000.
out of 2020 in a healthy position.”
[06] SEPTEMBER 2020
www.dealersupport.co.uk
T H E M O N T H T H AT W A S
INDUSTRY
VOW Wholesale launch online learning platform
International Paper continues to support the fight to beat breast cancer
With reduced opportunity to have face-to-face events and product
International Paper is delighted to be
roadshows, VOW Wholesale has introduced a fantastic new tool to
continuing with its HP Office Pink Ream
help resellers drive sales!
campaign in 2020, in partnership with
The VOW Hub is designed to provide all resellers with industry
Think Pink Europe which brings together
knowledge, including product and brand information. Aimed at
national breast cancer initiatives across the
reseller sales teams, this information will help them become product
continent.
experts and drive sales across multiple product categories; users can track their training and development progress.
This will be the fourth consecutive year
Tools available to resellers include brand and product
for the HP Office Pink Ream, following a
presentations, sales scripts, product videos and market overviews.
successful, on-going campaign which has
Each course also includes a quiz to encourage resellers to read the
raised over €400k across Europe.
content thoroughly and test their new-found knowledge. The VOW Hub was launched on 1st September and, for the
The HP Office Pink Ream will be available to
rest of this year, will be dedicated to providing materials on the
consumers throughout October, worldwide
21 brands supporting the INTREPID 2021 incentive; during this
Breast Cancer Awareness Month, and
period every time a user completes a course they will earn 350
November. The money raised will support a
points towards each brand for the INTREPID 2021 incentive. For
variety of European breast cancer projects
more information on bonus points speak to your VOW Wholesale
through Think Pink Europe and, in the UK,
account contact or visit the dedicated incentive website www.
a percentage of funds raised will go to the
vowventureincentive.co.uk.
Pink Ribbon Foundation.
Superstat confirm Exertis coded catalogue for January Superstat have launched an exciting new catalogue concept
they want to grow their business - and they want to stand out
aimed at dealers wanting a unique proposition to go to
in the marketplace, which our catalogue helps them to do.’
market with. The new catalogue will be the only Exertis coded
The catalogue will retain the name Concise along with many of its unique features that are popular with customers.
publication in the market, and is being gladly received by the
“The A5 size of the catalogue makes it a clear differentiator in
increasing cohort of dealers who have moved away from the
the market – no-one forgets it - but it’s a great environmental
traditional wholesale model. Alongside the Exertis wholesale
message too,” explains Karly Haley, Superstat’s marketing
offering, the catalogue will showcase an increased range of
director. “ Though it may seem that CSR messages have taken
non-wholesale lines in growth areas including technology,
a back seat, we are seeing increased demand from customers
health and safety, PPE and furniture.
in this area. We will also continue to refine customers’ choices
Sales director Richard Lockley commented: “Many dealers
to good/better/best- we are constantly told by customers that
are getting concerned that delays in production mean they
they don’t have time to consider endless choices of the same
won’t see a catalogue until the spring, and some have worries
product, and that they want the process to be simplified. It’s a
about being overly reliant on one wholesaler. You only have
key message and it goes down well. Dealers who can offer the
to read LinkedIn to see that these fears are real, and with
right range of products at a good price will succeed. We are
what the industry has been through, and will continue to go
also expanding product ranges that cater for the needs of the
through in the coming months, it is clear that dealers are
future; home working, remote working and technology which
looking to move forward and limit the risk. Dealers also tell us
is a key driver in our messaging.”
www.dealersupport.co.uk SEPTEMBER 2020 [07]
INDUSTRY
S TAT E O F T H E I N D U S T R Y
Recovery position The nationwide COVID-19 lockdown caused an immediate shock to the industry in late March, as sales vanished overnight. But, as lockdown measures have eased, sales in the sector have begun to bounce back.
T
he COVID-19 pandemic presented businesses in all sectors with unprecedented challenges
dealers still reported less than 20% of their sales coming via websites. “Interestingly, home addresses only counted for a fifth of
as the national lockdown put many of them
deliveries in the majority of cases, but the expectation is that home
into temporary stasis overnight, causing sales
working and deliveries will remain a permanent service, and we are
to fall significantly. However, as lockdown
working with dealers and vendors to enable our members to support
measures have eased, businesses in the office
this trend efficiently, competitively and profitably,� said Beaumont.
products industry have started to recover - though it seems that changes to customer demands seen during the lockdown may be here to stay. For instance, a Nemo and Office Club survey of more than 150 respondents, published in July, revealed that nearly 25% are now operating at 80% of normal expected trading. Encouragingly, two-thirds of the dealers say that COVID-19 specific products make up less than 20% of sales while 10% are at the other end of the scale with COVID-19 specific lines making up more than 60% of revenue, according to Nemo and Office Club managing director, Tim Beaumont. The survey also highlighted that, while the appetite for online sales grew during lockdown, demand for buying from the traditional routes of people, catalogues and retail outlets remains strong; 72% of
[08] SEPTEMBER 2020
www.dealersupport.co.uk
Resellers need to help their end-users feel confident about going back to the office, as well as providing effective solutions and products for home working
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INDUSTRY
S TAT E O F T H E I N D U S T R Y
SALES DOWN Overall sales are taking time to recover to levels seen last year. A survey by BOSS/GfK Panelmarket, which tracks and audits 36 product categories in the office and stationery sector, found that sales in June were about £116.6 million - 17.9% down on the same month in 2019. Likewise, sales in the 12 months ending June 2020 were just over £1.8 billion - which was 9.8% down on the 12 months to June 2019.
Nearly 25% [of dealer respondents] are now operating at 80% of normal expected trading
Sales values were already down on 2018 and 2019 before the pandemic hit in March, and then fell away sharply in April – although the trend followed, roughly, the previous two years, with strong sales in May, which then dipped again in June.
off of pre-coronavirus levels,” he said. Goldsmith added that he has seen a recovery of sorts among Premier’s regular clients. “Many of Premier’s regular clients have
GRADUAL INCREASE
opened their doors again and have started ordering paper, packaging
Brad Goldsmith, marketing services manager at Premier Paper
and printable media; however, many customers are not operating to
Group, reported that the company experienced a sharp drop in sales
their full capacity.”
when the lockdown was implemented on March 23, adding that it
Looking ahead to the final months of 2020, Goldsmith is
adapted quickly, and was able to offset the worst effects by expanding
optimistic for Premier’s prospects. “We predict a steady end to the
the company’s product offering to include items of personal
year, as businesses become more accustomed with new methods of
protective equipment (PPE) such as masks and sneeze screens.
operation and other parts of the leisure industry open more fully.
Since lockdown measures began to ease, Goldsmith reported
“In business terms we are ahead of where we anticipated we
that Premier had seen a gradual increase in sales as more and more
would be at this stage. We reacted quickly to the pandemic, and this
organisations return to business. “We have performed better than we
has given us a sound financial base on which to grow our business
had anticipated, given the circumstances. However, we are some way
for the future.”
[10] SEPTEMBER 2020
www.dealersupport.co.uk
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INDUSTRY
S TAT E O F T H E I N D U S T R Y
Looking more widely across the sector, while Goldsmith’s optimism is borne of a view that sales will continue to recover as customers in the office products industry do likewise, he does anticipate some pain to come. “Unfortunately, restructuring is widespread - and necessary in extreme business situations; in these difficult times it’s important for all organisations to be making the right decisions to keep their company in business, and secure for the future. We are likely to see more redundancies across all sectors.” A LASTING IMPACT?
Sales in the 12 months ending June 2020 were just over £1.8 billion which was 9.8% down on the 12 months to June 2019
Adrian Butler, managing director of VOW Wholesale, also reported a bounce back in sales since lockdown was eased, with a 30% increase, year-on-year, in June. He added that the current situation is accelerating the mix change in the industry, with more companies
the flexibility to meet reseller and consumer demands quickly is key
moving away from just providing traditional OP and selling more in
to us moving forward.”
non-traditional categories. Butler adds that he believes that coronavirus will have a lasting
Likewise, expectations around how supplies are delivered changed during lockdown and this is set to stay. “Almost overnight
impact on the industry as the way people work, and the products
we saw a significant increase in the number of dealers utilising our
they need, have changed, so product range will be key. “Resellers
service to deliver direct to their end-users,” Butler explained. “We, in
need to help their end-users feel confident about going back to the
effect, became their ‘warehouse and wheels’, enabling dealers to take
office, as well as providing effective solutions and products for home
costs out of their own businesses so that they could continue to trade.
working.
“We truly believe that the way people work will change, moving
“PPE, infection control and home working have become key categories and we believe these ranges are here to stay. VOW having
[12] SEPTEMBER 2020
www.dealersupport.co.uk
forward, and have adapted our own product offering and services in-line with this.”
GIZA L
TIKA
Home working solutions O CAIR
desks
|
storage
|
seating
TA SPAR
Working from home isn’t a trend anymore - it’s the new normal for many people. And without an organised workspace, the home working environment can quickly become disorganised and stressful. At Dams, we have plenty of home office furniture solutions available to create an inspiring area to work with stylish desks, comfortable seating and clever storage solutions in our new Dams@home range - all in stock and available to order now!
uk manufacturer
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|
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Square Only use blue and/or white.
www.dams.com sales@dams.com t.0151 548 7111
delivering service
For more details check out our Brand Guidelines.
INDUSTRY
EXERTIS
Exertis Supplies: a look at the last six months Andrew Beaumont, MD of Exertis Supplies, tells us about what’s happened since March, and offers some insights into what to expect, going forward
[14] SEPTEMBER 2020
www.dealersupport.co.uk
EXERTIS
INDUSTRY
Give us a quick overview of how the last six months have
With the demise of Spicers, what are the pressures on the
been for Exertis Supplies
industry now and how has Exertis Supplies changed to
Fast paced and eye-opening. We have always been a company
accommodate independent dealers and dealer groups?
that has thrived on challenge and opportunity due to our strong
We’ve taken a long, hard look at how we do business and
management team and a flat structure. However, I can certainly
are more convinced than ever that our low-cost approach
say that the pace of decision making and implementation has
is right; it allows us to concentrate on what we are good at.
pushed our boundaries and showed us just what we are capable
We are currently increasing the size of our range, and filling
of. I’ve been incredibly humbled by the levels of commitment
some gaps that have become more apparent following the
and professionalism shown by all my colleagues to ensure that
changes, but, fundamentally, we believe we have a long-
we continued to service the dealer community throughout this
term, sustainable model.
very difficult time. We recognise that sales have pivoted from traditional What is the biggest problem you’ve faced?
OP to tech, PPE, sanitisation etc - how are overall sales
Finding time for all the Teams meetings!
recovering, and what are the product lines that will be most relevant over the next 12 months?
How has COVID required you to change the operational
We are pleased that we have been able to work with an
side of the business - and how will that evolve as we
increasing number of suppliers and customers - and this
learn to live with the COVID threat?
has led to a good level of sales in challenging times. The
Keeping our operational staff safe in an environment where
core ink, toner and office products categories will underpin
there is an ever-changing set of recommendations and
our business for many years and, additionally, the future
guidelines has been our number one priority. This remains
will be very much driven by technology. Having access to
our priority today and is an area that we will refuse to
the whole of the Exertis IT product portfolio, via Exertis
compromise on however the situation evolves.
Supplies, means our dealers can easily access the products for the ‘new normal’.
What are your thoughts on how dealers can service customers who have large numbers of employees
What do you think the lasting impact of COVID will be on
working from home, and how can Exertis Supplies help?
the business supplies industry?
At Exertis we provide everything the home worker needs,
For a year or two I think we will all be nervous of the
from office furniture and stationery to all the computer and
potential to see a ‘second wave’. The good companies
printing equipment. We also provide online meeting rooms
will continue to invest and grow; the less efficient and less
of many different sizes, depending on the users’ needs.
responsive companies will fail or be bought! It’s not just
Everything the home worker needs can be ordered from
COVID, however; the independent dealer is also facing a big
us. This is backed up with a very well-established delivery
threat from the increasing power of the contract stationers.
service that is contracted out to one of the best carriers
At Exertis we try to ensure that our actions help dealers
in the UK. Carriers have invested heavily in people and
be competitive against other channels and that we don’t
technology to meet increased demand. It would be very
become our customers’ competitor.
difficult for dealers and distributors to match the efficiency and quality of this service so I would say to dealers ‘embrace
If you could go back to January, and give yourself three
it’ and look how you can take advantage of the opportunity.
key pieces of advice to prepare for what was to come, what would you say? Have a technological ‘work from home’ platform already in place to utilise, buy more stock of PPE and trust the team around you - they definitely will not let you down.
www.dealersupport.co.uk SEPTEMBER 2020 [15]
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DEALER SUCCESS
UNITED
AUDACIOUS TARGETS
[18] SEPTEMBER 2020
www.dealersupport.co.uk
UNITED
DEALER SUCCESS
A business which has overcome various obstacles, and navigated through its fair share of challenges, United has very much come out on top – and isn’t slowing down any time soon. CEO Darren Lloyd spoke to NELL WALKER about the company’s story, and its evolution, back in the days when no-one had even thought of the word ‘COVID’. Here’s his inspiring story – and a quick update on he’s seeing things now, when that word is on everybody’s lips
U
nited, with its HQ based in Milton
Supplies. In the first year the business brought in around
Keynes, has enjoyed a rich history.
£600,000 – and a million in the second. Darren paid off the
Proudly declaring itself the ‘leading
company’s debts, bought a new warehouse and was supported
single-source supplier’ in the UK, the
all the way by Kingfield Heath (now VOW Wholesale).
business has spent the last 12 years thriving on a bedrock of the expertise
BECOMING UNITED
of its founders, one of whom is CEO Darren Lloyd, who started
“We had no computer system – only the most illustrious
out with some lofty ideas of what being a salesperson was – and
OP providers had that – but we had more profit, and money
he learned the truth the hard way! He describes himself as
in the bank, than I ever had before,” Darren says. “They
having started out as a ‘failed sportsman’ in the late 80s, and,
were good times, on reflection.” The good times continued
when searching for a job, he decided sales was the way to go.
as Darren went on to form a dealer group, called United,
“I needed to put money on the table, and one of my
with 14 other dealers, but those good times became a little
old football managers had an office products company in
strained when he merged three of those businesses and
Bristol,” Darren explains. “I always fancied myself as a bit of a
launched them as a single entity in 2008 – right at the peak
salesman, so I went and asked him for a job in sales because
of the banking collapse.
they had nice cars, flash suits, and appeared to make a lot of money while not seeming to do a lot of work!” he laughs.
“That was a great time to start a business,” Darren says, his voice laced with sarcasm. “We had solicitors going out
But the boss soon gave him a reality check by placing
of business, leaving a £90,000 debt; we really suffered in
him in the warehouse. “I started off picking and packing,
the recession. You’re trying to bring a business together -
and then driving the van, which allowed me to actually go
without a consolidated computer system running across all
and see people. I still had the ambition to be in sales, so I
three companies - and you’re losing customers along the
approached my boss again – he had been something of a
way. We nearly went under in the first 18 months because we
mentor during this time – and announced that I was leaving
didn’t maximise and consolidate our costs quickly enough.”
to chase the sales dream. Fortunately, his response was to
However, hanging on in there, and working hard, paid
give me a job in that field, along with a little Ford Escort, an
off. In late 2009 the business made some tough decisions
A-Z, and a full boot of catalogues. There was little direction,
to ensure its future and, by 2011-12, United realised that
and no target market – every door was an opportunity.”
it had actually managed to fare quite well compared with
Darren describes his success in this area as managing
other businesses – which were continuing to suffer – and
to, “just sell enough to not be fired”, before the business was
United was on the up. “From 2012, to where we are now,
sold to Universal Office Supplies. Soon after, he decided that
the business has basically looked the same in terms of the
starting his own OP business was the way forward, and he
dynamic. That year created the foundation for the future of
teamed up with a colleague to form Boyd and Lloyd Office
the company.”
www.dealersupport.co.uk SEPTEMBER 2020 [19]
WEATHERING THE STORM Darren credits his team with United’s ability to weather the storm of the recession, and the fact that the three businesses didn’t rush too quickly to create a unified company – it was a calculated decision, allowing for reflection and essential planning. “We were conscientious, and made sure everything was set out and ready, but the marketplace was changing, so we were sensible about it,” Darren says. “I’ve seen a lot of businesses throw themselves in at the deep end, but we have been able to roll our sleeves up, react quickly and deal with things quite brutally, when needed. I wouldn’t say we have any kind of secret that would require NASA to work it out – it’s just good, old-fashioned, commerce.” Since this difficult time Darren has seen growth in a
KILLS
99.99% OF BACTERIA
huge variety of areas. United provides an enormous range of products and services and, as it has grown through acquisitions and new clients, it has continuously introduced new categories, or expanded existing ones. “An element of growth is good account management,” says Darren. “We’ve developed by being very consistent in our sales methodology and consolidation of product and service. Primarily, the growth we’ve seen recently is in workwear and brand management – everything where you’d see a brand’s logo; mugs, t-shirts, fleeces, baseball caps and letterheads. Off-site document storage has also been a great area for us, as well as interiors, and what we call kitchen and barware.” APPROACHING THE MARKET Another major element of United’s success has been by, interestingly, doing the opposite of what many other dealers are doing: limiting its geographical region, and avoiding the public sector. “We have really cut down on who we deal with; we’ll only look at customers in London and what we call the
AVAILABLE NOW
www.scjp.com
‘M25 teardrop’ and M4 Corridor ” Darren explains. “Our analysis tells us this is 68-70% of the UK marketplace, and we don’t sell to the government, education or healthcare – it’s a waste of time.” On top of this, minimum spend for a United client is £50,000 a year, so the company doesn’t spend time chasing after customers who only make small orders. It also keeps certain volumes of high-end, bespoke, stock on its shelves, targeting service-based businesses such as finance, professional services and large chains of hospitality
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businesses. Being strict about what it provides, and who it targets, has allowed United to focus on, and care for, its customer base more effectively. This includes the implementation of its managed tech service offerings, like MPS – something United has been dealing in for 20 years – and its recent move to acquire a tech business. “Our thoughts when acquiring a tech business were that it would be complementary to our MPS offering,” says Darren. “I would say that’s still embryonic at
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AVAILABLE NOW
DEALER SUCCESS
UNITED
the moment, in terms of our knowledge and
A POST-COVID CATCH-UP WITH
many dealers – has United been buoyed by
position, but we’ll be looking at that in the
UNITED
its expertise in, and commitment to, tech?
future. It’s a great sector.”
We know Darren and United weathered
“Similar to PPE, there has been a rush for
some big storms in the past - not least, the
businesses to equip their teams with tech to
United’s. When asked why the business
Alongside tech, CSR is a passion of
2008 recession. Have the lessons learned over
support remote, virtual and flexible working –
works so hard to be responsible, Darren
the years help United stay afloat during the
and the supply chain is still catching up with
replied, “Because we live on this planet! We
COVID months? “Our previous experiences
demand. I’m sure that providing employees
strongly believe that what will be good for
have taught us that you must be swift to
with the best tech to do the best job will
the planet will, ultimately, be good for us
change,” Darren tells us. “However tough,
continue to be a priority - but hasn’t it always
and our profits. This has to resonate with
commercially or emotionally, it’s important
been!”
customers; we have to set out our goals
for the greater good that you make decisions
regarding what we want to be and how
quickly.”
we want to live, and that sits within our internal value proposition.”
And what about United’s commitment
We learned that CSR is a passion of United’s – because, as Darren told us – ‘we live on this planet!’ Has United seen a reduced
to diversifying into new product ranges and
enthusiasm for CSR from its customers – or
services? What new products has the business
maybe even an uptick in interest? “We’re
the evolution of its tech proposition, its
embraced - and how easy has it been to get
yet to see the full impact of this economic
increased efforts towards sustainability and
hold of these? “The ‘gold rush’ around PPE
disaster,” says Darren. “It will affect the
its ongoing growth, Darren believes the only
has certainly been an ‘interesting’ category to
attitudes and character of different businesses
ways is up. “Our two-year plan is to deliver
keep up with,” says Darren. “With sourcing
in different ways.
£32m in sales revenue,” he says. “We don’t
and pricing presenting their challenges,
write plans past two or three years, but we
our international sourcing capabilities have
customer profile which Darren explained
do have one big, audacious target!
enabled us to benefit from some - but not all
to us in his pre-COVID interview. Has this
- the opportunities presented to us. It remains
changed in light of all that has happened since
want to deliver a million promises a year.
to be seen which elements of the category will
we last talked? He has a very clear and simple
With the average order value being £150,
become the norm.”
answer. “Our vision and mission have not
United has big plans for the future. With
“Every order, we call a promise, and we
that’s £150m; that’s our 10-year vision.”
[22] SEPTEMBER 2020
www.dealersupport.co.uk
Tech sales have provided a life raft for
Finally, we reflected on the very clear
changed.”
ADVERTORIAL
INDUSTRY
Get involved with VOW Wholesale’s brand-new incentive! As we begin to get used to the new normal in day-to-day life, VOW Wholesale wants to reinvigorate the business supplies industry with some much-needed positivity.
C
ommencing on 1st September, and
supporting brands throughout the incentive by logging on
running until 24th December 2020, all
to VOW’s bespoke website, www.vowventureincentive.co.uk.
of VOW’s valued customers will be able
On top of weekly sales updates, here customers can also find
to take part in our brand-new incentive,
more information about the incentive and prizes, as well as
Intrepid 2021. Intrepid allows customers a
links to marketing materials professionally designed to help
unique chance to win a once-in-a-lifetime
increase sales for each supporting brand.
trip to the beautiful town of Chamonix in France. To win a place on the trip all customers need to do is drive
VOW is also excited to launch its brand-new learning platform, VOW Hub. Available to all customers, this new
sales of the 21 supporting brands. At the end of the incentive
platform hosts a range of learning material designed to
period the lucky winners for each brand will be travelling to
increase knowledge of products and brands to enable
the quaint town of Chamonix for some five-star indulgence.
customers to drive more sales. Click here to sign up today.
Situated to the north of Mont Blanc, the second highest
By utilising the VOW Hub customers can also earn bonus
mountain in Europe, Chamonix offers an idyllic setting to
points towards the incentive through the completion of
escape everyday life and relax in the setting of the French
courses. There are a number of ways customers can earn
Alps. Winners will be staying at the five-star Hotel Mont-Blanc,
bonus points; more information can be found on the incentive
which has been booked out exclusively for the incentive,
website.
which boasts spectacular views of the Mont Blanc mountain range. This trip has something for everyone. Whether customers
Here is the list of fantastic supporting brands which customers need to drive sales of: Essity, Acco Brands, Newell Brands, Avery, Navigator, Nestlé Professional, Durable, Canon
want to explore the surroundings with a helicopter flight
Hardware, Canon Consumables, Henkel, Safescan, BIC®, Jiffy,
5,000m above Mont-Blanc, and hike through the snowy land
Brother, Deflecto, Lexmark, Xerox, Pukka Pad, Bong, Verbatim
with their own private mountain guide, or simply relax in the
and Harrogate.
tranquil town of Chamonix and utilise the hotel’s luxury spa facilities, this incentive is not to be missed. Customers taking part can track their progress on
If you would like more information about this incentive, please visit www.vowventureincentive.co.uk, or get in touch with your VOW Wholesale contact.
www.dealersupport.co.uk SEPTEMBER 2020 [23]
LEADERSHIP
ERGONOMIC FURNITURE
How ergonomic furniture is changing the office environment In the office environment, ergonomics starts at furniture level – so how has the environment been changed by products which offer comfort and inspire better health? We asked the experts
A
focus on worker
so the cycle continues.
wellbeing has been
So how is ergonomic furniture changing
a tool that, when used properly, can help employee’s maximise back support and
creeping its way into
the modern office environment in 2020?
the landscape of office
“For any office worker who spends a
furniture for decades
significant part of their day at their desk,
and head of strategy at Dynamic Office
– but many of the biggest advances in this
comfort is essential,” says Simon Howorth,
Solutions, agrees that dealers need to
area have occurred in recent years. Now, it’s
marketing and design manager at Dams
be paying attention and teaching their
not enough to simply have a supportive seat
Furniture Ltd. “It’s important to convey to
customers. “Awareness of ergonomics has
at your desk, a foot rest and, perhaps, a wrist
the buyer that employee comfort is directly
grown in recent years. Now savvy dealers are
rest – there’s so much more to ergonomics,
linked to motivation and productivity.
finding they can sell better, higher-priced
and comfort is essential to good mental
Modern solutions, such as sit/stand
solutions to a better-informed consumer
health, which is required for efficiency.
desking and soft seating in breakout areas,
audience far more knowledgeable about how
Efficiency leads to better business, which
are becoming increasing popular in the
these products deliver business benefits,” he
allows employers to invest in its staff – and
workplace. An ergonomic office chair is
says. “Sit/stand desks have led the way. These
[24] SEPTEMBER 2020
www.dealersupport.co.uk
maintain good posture while sitting.” David Orr, non-executive director
ERGONOMIC FURNITURE
that each individual can maintain correct
A healthier workforce is a happier, more motivated and more productive workforce
LEADERSHIP
“Now they are no longer relevant. Slim
sitting posture. However, one of the side-
monitors have superseded the need for
effects of having a very comfortable chair
deep desks and 800mm deep rectangular
is that you can easily spend many hours
shapes are the default. Consumers facing
sitting in them, without feeling any of the
ever-increasing pressures on expensive office
discomfort that prompts you to move.”
space have been released from the need for deep CRT back ends; they are now moving
BETTER ADAPTABILITY
to 600mm deep ‘slimline’ rectangular desks
A desire for better seating is a major element
to comfortably accommodate more in less
of what has led to adjustable desks and sit/
space, with an ergo benefit.” For this same
stand desks, cycle desks and treadmill desks,
reason, wave and crescent-shaped desks
enabling workers to move their joints and
have dropped in popularity, as the market is
muscles when required, improving their
more aware of the importance of maximising
health. “Having the option to stand, as well
space.
as sit, during the work day has been proven,
Quite simply, ergonomics is an area
health-building workstations have driven
not only to benefit the health of the user, but
which dealers cannot afford to miss out
demand for accompanying posture balanced
also of the business, dramatically improving
on. “The revolution in buying habits
perches for those constantly changing from
health, well-being and energy levels of
is, undoubtedly, driven by the fact that
sit to stand and back to sitting positions.”
employees,” says Simon.
good ergonomics reduces costs, improves
A CHANGE IN SEATING
relation to ergonomics is on the various
and creates a better safety culture,” David
Seating is not something to be ignored
benefits across the individual areas of the
says. “A healthier workforce is a happier,
either. “We believe that everybody deserves
body. “There’s a chance to capitalise on the
more motivated and more productive
a good office chair which has the movement
workplace wellbeing boom if you follow the
workforce,” adds Simon.
and positioning capabilities to enable people
Fellowes four-zone approach,” says Darryl
to sit comfortably whilst, at the same time,
Brunt, UK & Ireland sales and marketing
health a priority and businesses can help
encouraging productivity by seamlessly
director. This approach follows focuses
take care of that goal for them by adopting
supporting the body during work activities,”
on back, neck, wrist and active working.
the principles of active, ergonomic, smart
says Simon. “This means combining the
“It’s a very simple thing to follow - and
office design. With a few changes to the
right ergonomic design, and advanced
that’s really helpful when talking to your
office setup, employers will be introducing a
functionality, for optimum flexibility
customers about ergonomics. There’s always
general sense of wellbeing within the office
and comfort, in addition to selecting the
an opportunity to attach sales.”
environment and helping to boost employee
For Fellowes, the entire focus in
customer’s individual choice of chair fabric
The adaptability of modern desks
that co-ordinates with their interior design
has also been driven by the fact that the
style or corporate branding.
technology that sits on top of them has
“When people need to sit down and
productivity, heightens employee retention
“Many people would like to make their
productivity levels.”
changed. It’s not so long ago that our
work, it’s vital that employees have a chair
computer monitors were deeper than they
that can easily adapt to suit their physical
were wide, but they’re firmly a thing of the
requirements. This will help people to be
past – and furniture has changed to follow
more comfortable when sitting at their
that. “The trend for 2020 is away from
desks, so they can focus more easily on their
shaped, so-called ergo workstations,” says
work - essential for creating a productive
David. “Ironically, these were an ideal ergo
working environment. Furniture designers
solution when monitors were of the deep
are now creating ever more comfortable,
CRT variety that needed a considerable
ergonomic chairs, which provide excellent
amount of desk space behind them to
lower back support, and can be adjusted so
accommodate their depth.
We believe that everybody deserves a good office chair
www.dealersupport.co.uk SEPTEMBER 2020 [25]
OUR NEW ENHANCED WEBSITE IS LIVE!! Take a look at our new offering at dealersupport.co.uk We wanted our website to better support it’s many and increasing users on a daily basis, so we built a bigger and better website that does exactly that! The new website allows you to scroll through a shopwindow style home page that showcases the latest and most interesting content across the most relevant categories to your role. From management and leadership, to innovation, industry news and views, and best practice examples in our dealer interviews, there’s an abundance of filtered, relevant content to inform, innovate and advise. We hope you like it!
DEALERSUPPORT.CO.UK your one stop shop to for the business supplies industry!
LEADERSHIP
PRINTING
Printing in the COVID era The recent pandemic has highlighted the problem of cross-contamination in relation to centralised office printing systems. As lockdown lifts we take a look at the solutions available to counteract this potential problem
M
odern day printers are
course, regular hand-washing alone won’t
demanding circumstances we find ourselves
simple to use, with
entirely eliminate the threat of cross-
operating in.
intuitive interfaces,
contamination, whichever system is used.
but we should always
“For example, stylus pens allow users to operate our products safely, without having
be aware that toner
CHOKE-POINTS AND WORK-FLOWS
direct contact with the touch screen control
cartridges, paper
“The repercussions of COVID-19 continue
panel. It’s important to note that stylus pens
cassettes, all manner of door latches, touch
to impact end-users of all devices, and
should be distributed to all employees so
panels - and even the paper itself - won’t
there is little to indicate this will change in
they can use their own personal pen.
escape handling germ-free. Even though
the near future,” explains Devon Antoine,
many people are still working from home
product manager at Toshiba Tec UK.
print management solution, in conjunction
crucial documents still need to be produced.
“Our goal has always been to minimise
with our card readers. This provides the
Government COVID-19 guidelines
“We also facilitate the use of a Paper Cut
choke-points, and enhance work-flows, in
secure release of print jobs by swiping a
have certainly created a ‘new normal’ for the
organisational processes, and this is still
contactless card to release users’ queued
‘workspace, whatever the situation - and, of
true - despite the drastically changing and
print jobs without the need to touch
[28] SEPTEMBER 2020
www.dealersupport.co.uk
PRINTING
the device itself – much like paying by
to special TWAIN or DPWS drivers. All one
contactless with your credit/debit card.”
needs to do is to place the documents on the
With other solutions in mind Devon,
feeder of their MFP; in short, this takes the
recommends the following:
need to use the touch screen on the printing
•
device out of the equation.
“The e-BRIDGE Print and Capture app allows for fully contactless mobile
Lots of different users come face-to-face
printing, and document capture, from
with printing options on a daily basis – and,
tablets and smartphones. This Toshiba
of course, minimising contact here helps to
app supports several cloud services, as
prevent the spread of coronavirus. Regular
well as being able to print from, or scan,
cleaning of equipment and accessories,
to local and shared servers on a network,
alongside the use of some of the latest
simply by scanning a QR code on the
software, will result in minimal impact on
multifunction printer (MFP) display to
productivity.
print. •
LEADERSHIP
Going forward, homeworkers will be looking for more functionality scan and copy, wireless and, perhaps, small footprint A3 machines
“Regular cleaning and disinfection of
“BRIDGE Plus Apps forms our
frequently used contact surfaces has always
repository of apps which can be added
been a good thing,” says Toshiba Tec UK’s
to our e-BRIDGE Next devices at any
Jack Lewis. “We recommend the use of 90%
time. These include connectors to
isopropyl alcohol to clean all surfaces of
favoured by some, though it seems the way
various cloud storage options as well as
Toshiba print devices.
forward will be a hybrid system which also
Google Cloud Print - which allows users
“Robustness and accessibility have
utilises smaller desktop printers and apps so
to seamlessly print from smartphones,
always been key design considerations
that staff don’t have to keep retrieving the
tablets or the Google Chrome browser
before we launch our products. As a result,
print.
without the need to touch the device,
they are easily adapted to the ‘new normal’.
or install any additional drivers on your
They are robust enough to withstand regular
contact with devices without negatively
device.”
cleaning to prevent cross-contamination,
impacting productivity, and regular cleaning
and have a variety of accessibility options to
of devices buttons/touch-screens should be
minimise direct contact with the device.
the primary consideration when preparing
PRINT FLEETS AND SCANNING These solutions can be easily retrofitted
The bottom line is to minimise direct
an organisation for a return to their office.
into existing print fleets – assuming they
LOOKING TO THE FUTURE
are recent enough devices to support the
A rising number of enterprises are fully
under the Health and Safety at Work Act,
solutions. In common with several other big
re-opening their office spaces, following
employers still have an obligation to ensure
names, Toshiba has sent out information to
strict guidelines to prevent the spread of the
staff are working safely, and in ways which
their authorised business partners discussing
virus, so it’s important to have devices which
do not endanger their health – even from
the above solutions in light of COVID-19;
can easily be reconfigured to help with the
home. While businesses don’t legally have
they are, of course, always on hand to help
process.
to provide technology to enable employees
with any queries individuals may have.
Being able to print for up to 12 months
It’s also important to note that,
to work from home, most larger firms will
Hewlett Packard are one of the other
without a cartridge change can certainly
make provision, and IT departments must
companies leading the way in facilitating the
help in combating cross-infection; this is
make sure staff have the tools to do their
use of state of the art printers able to connect
something a number of companies have
jobs efficiently.
to smart speaker, Alexa or Google Assistant
been looking at closely. Brother has one such
technology, for hands-free voice control.
device which is able to function without a
printers for the home will have been the result
Touch-screens provide easy access to settings
network. Near Field Communication can
of knee-jerk buying of whatever was available.
and network locations for scanning, and all
connect directly to the printer, while also
However, they maintain that, going forward,
of this is fast becoming the trend.
making it possible to both print and scan to
home workers will be looking for more
the cloud.
functionality - scan and copy, wireless and,
In terms of contactless scanning, it’s possible to do this from a desktop PC thanks
Centralised office printing is still
According to OKI, initial purchases of
perhaps, small footprint, A3 machines.
www.dealersupport.co.uk SEPTEMBER 2020 [29]
SALES SUCCESS
BUSINESS LANDSCAPE
THE NEW BUSINESS LANDSCAPE [30] SEPTEMBER 2020
www.dealersupport.co.uk
BUSINESS LANDSCAPE
SALES SUCCESS
The lockdown has meant that many people have had to work differently. These changes are here to stay – and this presents opportunities for resellers
T
he COVID-19 pandemic appears to
environment, taking into account such wide-ranging factors as
have made lasting changes to the way
digital technologies, organisational transformation, resilience
people work, with homeworking now
and sustainability.
much more common, and those still working in offices doing so in a socially
HIGHLY FLEXIBLE, SAFE WORKPLACES
distanced way.
One of the main changes will be the need to minimise contact
Indeed, the Opinions and Lifestyle survey from the Office
in communal areas. For instance, businesses will need more
for National Statistics, which covers the period 5 August
automation in offices, particularly ‘touchless technology’ and
to 9 August 2020, reported that of all working adults, more
‘contactless pathways’, which require a huge amount of tech to
than three-quarters said they had either worked at home or
ensure employees are protected from the virus.
travelled to work this week – a small increase when compared
Employers may consider such things as voice-activated
with the previous week. In addition, 55% of working adults
equipment, thermal body scanners to check employees’
reported they had travelled to work in the past seven days,
temperatures, air conditioning systems that use UV light to
while 23% had worked exclusively at home.
kill pathogens, wearable sensors and naturally antimicrobial
These results confirm that more people are now travelling
materials. All this, inevitably, will require significant investment,
to work again, and fewer are working exclusively at home, when
so total cost of ownership will need to be factored into financial
compared with data from one month and two months ago.
planning and will be something that resellers need to factor
Although these statistics suggest that, after several months
more prominently when selling to businesses.
of staying at home, people are increasingly returning to their places of work, the pandemic will continue to affect the way
REMOTE EMPLOYEES
workers operate. Many, if not all, businesses will have to make
Working from home has grown significantly in the past six
adjustments, whether in the workplace or in adapting to the
months and, while it can have advantages for both employees
option of working from home long-term.
and employers, it brings with it new challenges - especially
Crucially, employers are having to rethink the purpose of the workplace, and take a more holistic approach to the working
for those who have children and have had to juggle parenting responsibilities with being a competent and productive
www.dealersupport.co.uk SEPTEMBER 2020 [31]
SALES SUCCESS
BUSINESS LANDSCAPE
employee. That said, many employees have enjoyed better work-
connection, allowing employees to decide whether to work from
life balance, and employers have found that jobs can be done
home exclusively or to meet and connect with co-workers face-
from home without a noticeable drop in performance.
to-face. Coming together in the real world is still fundamental
If, as a result, a business decides that it is no longer
to human psychology, and business systems will need to enable
necessary for all employees to be in the office all the time, and
this within a suitably safe environment – how will suppliers
offer remote working instead, they need to ensure they equip
ensure they are in a position to supply what is needed?
their staff to work as safely and productively at home as in the
Brother UK recently said demand for office and home
office. This means looking after their physical and mental health
working will create a productivity and safety challenge for
at home, as their living environments merge with their working
many organisations – and resellers will have an opportunity
environments.
to provide a range of solutions, including labelling devices,
Employers will need to ensure employees have all the equipment they need to do their jobs effectively – from software to stationery to furniture - which may have to be tailored to
higher-end print devices for home offices, and compact scanners, to tackle it. “Understandably, many people in the UK are still
each employee’s needs. In such cases, a close relationship with
concerned about returning to the office,” says Andy Johnson,
the reseller will be imperative.
head of product and solutions management at Brother UK.
At the start of lockdown many people went for cheap
“But businesses also recognise that some employees are
office chairs, printers and webcams just to see them through,
struggling to work from home and want to offer them the
or because these were the only such items available. Now that
opportunity to resume some sense of normality.
many employees will be working from home on a permanently
“Companies must cater for both - and this hands IT
regular basis they are looking to make more considered
leads the challenge of not only managing a mix of office and
purchases - quality items that will last and look good - as they
home working technology on a longer-term basis, but also
integrate workspaces into their homes for the long term.
making sure they can operate productively while keeping employees safe.
COLLABORATION AND CONNECTIONS
“To do this, businesses will need their reseller partners on
In this COVID-19 world businesses will, increasingly, have
hand to help them with a range of challenges, from ensuring
some of their employees working in the office, some at home,
they have the right printing and scanning devices so people can
and some doing both. As a result, managers will want to make
work in the office safely, to providing remote working tools so
sure their business is designed to support collaboration and
those at home can operate securely at distance.”
[32] SEPTEMBER 2020
www.dealersupport.co.uk
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SALES SUCCESS
OFFICE WORKER
Return of the office worker As more people begin to head back to the office as lockdown eases, we spoke to some of the industry’s experts to find out how dealers can help companies successfully facilitate a return to office working once more LAWRENCE SAVAGE, MARKETING
from remote working. So, how can dealers
MANAGER, EXACLAIR
help businesses facilitate this return in a
screens, face masks, hand sanitisers, staff
“The lockdown periods have hit businesses
manner that increases employee confidence
and visitor tracking logbooks and signage,
hard, with 80% of the global workforce
whilst sustaining productivity?
there are a number of other products that
affected. However, with more companies
“The answer is pretty straight forward
“In addition to items such as sneeze
can be considered. Office furniture that is
now reopening, they are seeking to bring
as a number of suppliers are already offering
easily cleanable, and antimicrobial filing and
their employees back into the office
a more consultative approach to their
desktop stationery, are becoming essentials,
environment.
customers. Utilising tools such as office
especially for those who share files.
“Recent surveys have indicated that the
design software they can now recommend
“Bringing plants into the office can be
thought of not being able to socially distance
layout concepts that help to manage social
therapeutic, helping to reduce employee
from colleagues is causing the most concern
distancing measures in accordance with
anxiety. Furthermore, colour psychology
for staff when looking at a return to work,
company safety protocols. This enables the
indicates that incorporating fresh, pastel
whilst 55% state having extensively cleaned
dealer to create a bespoke proposal that will
colours in a work environment can
and sanitised work areas as the top safety
offer a complete solution when restructuring
encourage calmness, imagination and clarity
request when considering their departure
the office.
of thought. Thus, by taking a broader view,
[34] SEPTEMBER 2020
www.dealersupport.co.uk
OFFICE WORKER
SALES SUCCESS
and anticipating the customers’ needs,
businesses are planning to do this. Floor
clean with wipes, pump sprays or even spray
dealers can offer a more comprehensive
and wall mounted dispensers are available
dusters (for those leftover crumbs from
package.”
which hold anti-viral sanitisers and soaps;
lunch) you can do all of this in the time it
many companies are actively looking for
takes to boil the kettle!
SAM RYLANDS, MARKETING
versions which feature a lever arm which can
MANAGER, DURABLE UK LTD
be operated more hygienically with forearms
hand hygiene, with regular use of AF anti-
“It is also important to practice good
“The market has changed dramatically over
and elbows rather than hands.
bac+ hand sanitising rub. The 500ml pump
the course of 2020. At the start of the year,
“Similarly, signage has become more
demand for traditional office products was
important than ever. Signage can be used to
areas, with >70% alcohol without drying
as normal as it has ever been but, since April,
remind people to wash their hands, wear a
out the skin. The advanced defence formula
things have really been turned on their head.
mask, stay apart or take their temperature
is one to be trusted, with testing approved
on arrival at work. Businesses want to
to standards EN1500, EN1276, EN1650,
and were replaced with a high demand for
remind staff about the processes they have
EN14476:2013 + A1:2015. Why not also use
products which supported home-working;
put in place to ensure their safety; they are
the refill options to fill smaller bottles for
now the importance of the workplace
seeking vast amounts of wall, table and floor-
your travels?
in bringing people together has been
standing signage to do this.
“Sales in traditional lines plummeted,
bottles are perfect for desk and communal
“Cleaning is most certainly a big part
recognised, and many businesses are busy
“Finally, although many workers are
preparing their buildings for the return of
planning a return to the workplace, this will
of the ‘new normal’ but there are also additional benefits for the workplace. Not
their workforces.
continue to be blended with home-working.
only does the act of regularly cleaning
“So, how can dealers help facilitate this?
Flexible storage products which can be
help with coronavirus-related anxiety, a
“Dealers can diversify their product mix
easily carried between work and home are,
decluttered desk area can also increase
therefore, in high demand.”
productivity. Win, win!
with products that fit the workplace of the
EMMA PLUMMER, DIGITAL
the consensus is that we should be cleaning
future, dealers can follow the market trend
MARKETING EXECUTIVE, AF
much more often. From hand hygiene,
and stay relevant.
INTERNATIONAL
through to cleaning high touch zones
to include those solutions that companies are looking for. By replacing traditional lines
“An essential of any future workspace
“As we all adjust to a new way of living
“Go back to work safely by ‘making clean
surfaces, we need to remember that as
will be products which improve hygiene
routine’. We recommend starting the day
lockdown measures lift, and we rejoice in
and keep it front-of-mind for all employees.
with a desk clean-up, keeping an eye on
a return to a more normal life, there is no
Placing sanitising stations in strategic
high-touch zones such as keyboards, desk
room for complacency. We all need to ‘keep
locations around a building is one way
‘phones and mice. Whether you choose to
clean routine’.”
www.dealersupport.co.uk SEPTEMBER 2020 [35]
SALES SUCCESS
FLEXI WORKER
The increase in flex appeal After months of working from home, government advice no longer requires people who can work from home to stay there. This is undoubtedly going to lead to a rise in the ‘flexible worker’ - which will also lead to a demand for new products and solutions
A
large number of UK
Silkin found that 25% of employers had
workers are setting up for a future of
employees have been
already received requests for permanent
working in new ways - in the office, from
working from home
homeworking, or increased flexibility over
home, and other locations such as cafés and
over the last few
working hours. Flexible working takes many
co-working hubs,” explains Tim.
months - but it hasn’t
forms - including compressed hours, shared
Dealers need to adapt their product
all been plain sailing.
hours and a mix of working in the office and
portfolio so it offers solutions which allow for
working at home.
flexible working. Such products could include:
Whilst employers have had to grapple with logistical issues, such as team meetings
“New phrases and words are
marred by technical glitches and complying
becoming part of our everyday work-life
with GDPR, employees have had to contend
vocabulary,” says Tim Bonnett, VP of sales at
with their own personal challenges, such as
Monolith Global, “flexi-working, hybrid-
home-schooling, juggling work with caring
working, remote-working, hub-working and
responsibilities and sharing a ‘home office’
many more. COVID-19 has seen the way
with family members or house mates.
we work change rapidly - in fact, we have
Despite the drawbacks, many employees have reported largely positive experiences
•
Luggage solutions to allow for easy transportation of work essentials.
•
Protective cases for laptops and tablets to allow for safe transportation.
•
Lightweight files and stationery which are easier, and less onerous, to carry.
•
Flasks, water bottles, tupperware,
possibly seen five years of change happen in
lunchboxes to allow for refreshments to
a matter of only a few months.”
be carried to and from the office.
of homeworking. Being freed from the
This accelerated change in the way we
daily commute, and being able to be more
work calls for new products to help make
Dealers need to take full advantage of this
flexible with the hours worked to fit work
the transition between the office and home
exponential growth in a new type of worker.
around other commitments, are two of the
office as smooth as possible. “The Monolith
Although traditional lines may be taking a
biggest reported benefits of working from
team has identified a whole new customer
hit in demand, the flexible worker will begin
home. Now that the official guidance from
base. Many people worked 100% of their
to increase sales in other product areas. Tim
the government to always work from home
time in the office, so had no requirement to
emphasises this point. “These unusual times
where possible has been lifted, employers are
transport their laptop, tablet or paperwork
have brought both changes and opportunities.
bracing themselves for an influx in flexible
between different working locations. Now
We hope our partners and resellers will
working requests.
that more of us identify with work as what
discover opportunities that will start to
we do, and not just where we go, hybrid-
outweigh the challenges of recent months.”
A recent employer survey by Lewis
[36] SEPTEMBER 2020
www.dealersupport.co.uk
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SALES SUCCESS
HOME WORKER
Working from home: A combination of comfort and style
COVID-19 forced lots of companies to work remotely and, after months of working from home, many have decided to permanently relocate to the home office. However, not all of those now working remotely have a suitable set-up
B
efore the pandemic
Having been forced into a remote working
employees who work from home, or work
turned all of our lives
situation, many companies have found
from an office, are more productive - but,
upside down, working
that it works successfully for them. In fact,
with a dedicated workspace where you
from home seemed
companies like Twitter and Salesforce have
can concentrate, and enjoy good quality
like a perk which
announced long-term working from home
furniture designed specifically for home
was out of reach for
plans, while KPMG reports that nearly 70%
workers, it becomes easier to unlock the
many employees - mainly due to employers
of large company CEOs plan to downsize
benefits of remote working,” explains Simon
worrying about how allowing staff to work
their office spaces.
Howorth, marketing and design manager,
from home would affect productivity, teamwork, and communication. However, coronavirus has caused a
Whilst many employees have rejoiced at the idea of being able to work from home
DAMS. “There’s no doubt that the recent
for the foreseeable future, the haste in
increase in working from home has
massive shift in the remote workforce, as
which the transition occurred has left many
presented problems for many people; but, for
millions around the world have had to turn
unprepared for a permanent life of remote
others, working from home has given people
their homes into makeshift office spaces.
working. “The jury is still out on whether
the opportunity and the freedom to create
[38] SEPTEMBER 2020
www.dealersupport.co.uk
HOME WORKER
the space they require in order to do the
SALES SUCCESS
Mark believes style becomes even more
long periods without regular breaks, so
important in the home office environment.
it is imperative that home workers have
“Another key factor is style. We love our
a chair that is comfortable, and offers
from home create the space they desire for
homes, and we all have different tastes, so
great functionality, when sitting down for
their home office?
purchasers are looking for furniture that
long periods - though without having to
they actually like the look of – it becomes a
compromise on style.
work they need to do.” So, how can dealers help those working
AN EYE FOR STYLE Now people are preparing to work from home on a longer-term basis, the furniture
more emotive process, rather than simply transactional. “It is an almost impossible task to try
Although being comfortable is a priority, Simon agrees with Mark that the look of the furniture is still important.
they will buy for their home office will be
and cover every single design cue and size
“At Dams we have plenty of home office
more of an investment rather than a quick,
variant there is, but we feel we have done
furniture solutions available to create an
functional purchase. “At the beginning of the
a good job of covering as many as we can.
inspiring work area, with sleek office desks,
lockdown period it was clear that there was
That being said, it has become clear to us
comfortable seating and clever storage
an ‘any port in a storm’ mindset that meant
in the SOHO market over the last few years
solutions. This is complemented by a new
the main drivers were price, followed closely
that the range never feels ‘concluded’. Tastes
home office catalogue, specifically designed
by stock availability, as we and other active
seem to evolve at lightning speed, and we
for the home worker market, featuring new
furniture suppliers saw our stocks depleted
are constantly working hard to keep ahead
products that are not only sized more for
way faster than our replenishment pipeline
of this!”
domestic applications, but which also feature
could keep up with,” explains Mark Galliano from Teknik Office. “I think that when purchasing furniture
new colour trends such as Onyx Grey and COMFORT IS KEY As well as looking good, office furniture
Kendal Oak, as well as new paint finishes like Charcoal and Ancient Brass. Combine these
for an office there are some basics - for
needs to be comfortable. “Many people
colour trends with leather strap handles,
example, price, durability and, of course,
invest in a desk for their home office but still
wall-mounted bookshelves and universal
ergonomics - but when purchasing for the
insist on using a kitchen chair, armchair or
cube storage units with combinations of
home, there are some additional, subtle
stool to sit on. This can be a big problem for
internal fitments, and Dams have a very
nuances which come into play. Space
maintaining good posture and, if your home
exciting new home office range.”
becomes an issue for those who need to
office is in your kitchen or living room, it
create a fully-contained working area - these
really doesn’t help you keep a neat dividing
with furniture which combines ergonomics
are often ‘shoehorned’ into other living
line between work and play. Investing in
with aesthetics will be the key to driving
areas, so footprint matters, as do creative
a proper office chair is a better solution,
sales in this market. Dealers need to ensure
ideas, like fold-away wall desks or slightly
so that you can select your ideal seating
they strive to include furniture which hits
more ‘disguised’ products that blend into
position,” explains Simon.
these two targets in their portfolios in order
the setting and don’t look too obviously like office furniture when not in use.”
“When working from home it’s not uncommon for people to sit and work for
Providing those working from home
to be able to offer solutions to those working from home on a more permanent basis.
www.dealersupport.co.uk SEPTEMBER 2020 [39]
SALES SUCCESS
F A T H E R P. C L I P
Bringing hope, peace and unity to the good brethren of the business supplies community LIFE IN LOCKDOWN: PART TWO Father P. Clip discusses delays, dodging questions and donuts in his last instalment of life in lockdown
L
ockdown has ensured
now knows that as well.
that an awful lot
Even family members are getting to know
normal soon and we can relax back into our comfortable routines once again. Visiting our
more people know
pack sizes of envelopes and file dividers, it’s
customers for a chat and a coffee when we
about the way our
now got to the stage where there isn’t any time
are in the area is something we’ve taken for
business operates than
away from the business to relax. I’m scared to
granted for a long time and it’s an important
ever before. As I’m
put my nose out the door which as you can
part of keeping that business relationship
walking down the main street in the village
imagine is quite dispiriting for a priest with
alive. I wonder how it’s going to work in the
I can be greeted with questions like, “What
an office supplies business. My job is to talk to
future? It’s hard to hand over a box of donuts
about the stock situation father?”, “How’s
people, it’s what I’ve always loved doing and
in a zoom call, so do we just eat them in
your backorder list father?” or the biggest
I’ve known from an early age that I would like
front of the customer or do we arrange for
one of all “Where’s that hand sanitiser you
to end up forming lasting relationships with
a delivery before the call and synchronise
promised us four months ago father?” But
people, it’s just that I’d like the relationships to
the opening of the box? I’m worried that the
it’s important not to let it get you down as
be based on more than questions about when
customer will see how greedy I really am or
it’s no one’s fault. Suppliers are suffering just
someone’s face masks are arriving.
that the camera slips and they notice I’m only
as much as I am and everyone in the village
Hopefully things will get back to
wearing the top part of my cassock!
JOKE OF THE MONTH An office products dealer goes into a bar in America and orders three whiskeys. The barman asks: “Would it be better if I put all three shots in one glass?” The office products dealer replies: “No! I have two other brothers back at home, so every time I come into a pub, I order a shot for them both.” The following week, the office products dealer orders just two whiskeys. The barman asks: “Did something happen to one of your brothers?” “Oh no,” replies the office products dealer. “I just decided to quit drinking!”
[40] SEPTEMBER 2020 www.dealersupport.co.uk
FINAL WORD
Now is the time to consider diversifying
SALES SUCCESS
Peter Cowan Data Direct
he disruption caused
priority to source and distribute the best PPE
by the COVID-19
products available so that keyworkers - and
product design and manufacturing, Data
pandemic forced
many others in customer-facing roles - could
Direct has also invested in creating new
many companies to re-
carry out their work safely. Understanding PPE
products for the dealer channel. These
evaluate their products
was a learning curve, but we are in a strong
include sanitising stations, dispensers
and services in order
position to advise and support our dealers in
and automated room sanitising units.
to survive and build a stronger future for
finding new health and hygiene opportunities
Furthermore, our new homeworking desks
themselves. At Data Direct, we have noticed
for a wide range of workplace settings.
have already helped many dealers to supply
T
the needs and priorities of our customers
With little evidence of a return to pre-
Having the advantage of in-house
into a growing market of homeworkers,
change dramatically since the beginning
COVID normality, we expect the demand
as well as for their employees increasingly
and throughout the crisis. During the height
for new products and solutions to continue.
working from home.
of the lockdown dealers saw a significant
Our established consumables and parts
drop in print volume and revenue, mainly
lines will pick up as more people return
diversification, and constant evaluation
due to customers either temporarily closing
to the workplace, but health and hygiene
of products and services, is a necessity
or operating at reduced capacity. The
will remain high on everyone’s agenda.
to operate within the ‘new normal’. This
keyworker sectors posed a whole new set
As a result, Data Direct has formed a new
includes accepting change in order to remain
of challenges for dealers wishing to offer a
division committed to supporting dealers
relevant to new markets and customer
near-to-normal service, while learning and
and their customers in the supply of quality
priorities. Data Direct is here to help all
implementing new measures to ensure a safe
PPE, hygiene and workplace solutions.
dealers with a range of exciting products and
environment for staff and customers. One of Data Direct’s first initiatives to
Our range has already extended to securing distribution rights for Salvesan.
help with workplace safety was to introduce
This wonder solution will not only kill
an efficient, remote, non-contactable parts
99.9999% of germs and viruses, including
delivery and collection solution for field
COVID-19, but is totally safe, alcohol-free,
engineers. In addition, Data Direct made it a
and doesn’t dry out skin.
The last six months have taught us that
solutions designed to create new, long-term business opportunities.
You can call us today to find out more on 01189 734 564, or visit www.data-direct.co.uk.
www.dealersupport.co.uk SEPTEMBER 2020 [41]
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