DEALER SUPPORT JANUARY 2021
January 2021
Issue 306
ISSUE 306 MARK GALLIANO
Navigating the rough seas ahead
DARRYL BRUNT PETER COWAN
inspiring success
A perfect storm has resulted in sea freight prices rocketing, but how will this impact the office products industry?
A BRIGHTER FUTURE ExaClair’s vision for a post-COVID world GETTING CONNECTED Learn to shine online WASTE NOT Sustainability starts now
Here to make it easy for resellers to do business With a legacy dating back to 1852, we offer choice, flexibility and an outstanding customer experience.
Contact us today for more information: www.vowwholesale.co.uk marketing@vowwholesale.co.uk @VOWWholesale VOW Wholesale
FROM THE EDITOR
DEALER SUPPORT JANUARY 2021
The start of a new chapter January 2021
Issue 306
ISSUE 306 MARK GALLIANO
Navigating the rough seas ahead
DARRYL BRUNT PETER COWAN
A new year is often a time for fresh starts, goal-setting and renewed motivation. However, with a tough lockdown in place, COVID cases spiraling and the impact of Brexit beginning to be felt, the start to this new year doesn’t feel quite as hopeful as ones that have come before. But it is not all doom and gloom. This time around we have the hope of the vaccine and, with each week that passes, we are getting a step closer to returning to some sort of normality. The industry is also a lot better prepared A perfect storm has resulted than it was during the first lockdown last March with new ways of in sea freight prices rocketing, but how will this impact the working, new product lines and alternative distribution methods office products industry? already in place. You have all proved, time and time again, that you really are a resilient bunch who, I know, will be ready to take on another year of challenges! We kick off the first issue of 2021 with our BIG ASK discussing the issue of rising sea fright prices - with the industry predicting that there are stormy seas ahead. We then look at the results of the Office Power industry survey, focusing on the impact that wholesaler changes have had over the last year. Ace Office’s Keith Boulter discusses the importance of customer relationships in our first DEALER SUCCESS story and our second story celebrates Lex Business Equipment as it hits a big milestone! From there we delve into the ever-growing issue of sustainability, looking at how to reduce plastic waste in your business and how using certain ink cartridges could improve your carbon footprint. With the world continuing to rely more heavily on digital platforms, we also explore how you can become an online marketing wizard. Our LIVE IT section invites you to take a well-deserved break, followed by our first FATHER P. CLIP of 2021 which will, hopefully, bring a much-needed smile to your faces. We close the issue with our FINAL WORD which looks at the – slightly less light-hearted – topic of VAT loopholes in relation to online cartridge sellers. As always, don’t forget to chat to us on Twitter and let us know your thoughts and opinions: @dealersupport. inspiring success
A BRIGHTER FUTURE ExaClair’s vision for a post-COVID world
GETTING CONNECTED Learn to shine online WASTE NOT Sustainability starts now
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
All email addresses are formatted firstname.lastname@intelligentmedia.co.uk
Annual subscriptions are available at a cost of £68.00 for UK and overseas by surface mail, £90.00 for airmail. Subscription enquiries should be sent to the address opposite
Intelligent Media Solutions We Work Building, 115 Mare Street, London, E8 4RU Tel: 0203 794 8555 Fax: 0203 794 8554 Email: info@intelligentmedia.co.uk Web: www.dealersupport.co.uk
inspiring success
Enjoying this issue of Dealer Support? If you like what you see, you can subscribe for free! Don’t miss out on receiving your own monthly issue
SUBSCRIBE TODAY! Visit dealersupport.co.uk/subscribe to receive Dealer Support for free every month Issue 295
ISSUE 295
ISSUE 294
MADE FOR
EVERY KIND OF CUSTOMER Sustainable, straightforward, long-lasting products trusted by customers at home and in the workplace for over 100 years; BANKERS BOX® is better in every way. A household name, and a family business since 1917, built on enduring values and manufactured with advanced techniques. Backed by engaging omni-channel marketing, effective customer support and a range intended to make category management simple. They’re much more than just boxes – they’re made for life.
OEMS AND MPS How are OEMS helping sell MPS? DRIVING CHANGE Inside the newly-launched Go2
EDUCATION
new products and category trends
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
ISSUE 296
January 2020
DEALER SUPPORT FEBRUARY 2020
Issue 294
DEALER SUPPORT JANUARY 2020
DEALER SUPPORT DECEMBER 2019
Decemebr 2019
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
inspiring success
Fellowes new LX Series micro-cut shredders are thoughtfully designed with patented IntelliBar™ responsive technology.
TRANSFORMING THE CHANNEL IN 2020 Predictions from Phil Jones
Shred 100% jam free Shred with maximum micro-cut security S hred more, empty less with a waste bin capacity of up to 150% more sheets Shred with optimal efficiency The next level of performance and robust quality from the global leader in shredders.
DELIVERING WHAT’S BEEN PROMISED Steve McKeever’s advice for dealers BREAKING INTO EDUCATION Making your way in a lucrative sector
JANUARY 2021
Contents INDUSTRY 06 NEWS AND VIEWS
The latest news and views from the industry
10 A BRIGHTER FUTURE
Mark Daisley predicts better times are ahead
16 BIG ASK
Sea freight price increases indicate choppy waters ahead
20 THE IMPACT OF WHOLESALER CHANGES Office Power survey the industry
10
DEALER SUCCESS 24 AT YOUR SERVICE
Ace Office’s Keith Boulter: customer relationships are key
28 FORTY YEARS OF EVOLUTION
Lex Business Equipment celebrate a big birthday
S U S TA I N A B I L I T Y 33 WASTE NOT
20
Reducing, reusing and recycling
LEADERSHIP 36 GETTING CONNECTED Switch on to online marketing
SALES SUCCESS 39 IT’S GOOD TO TALK
What will 2021 bring to the comms party?
42 COMPATIBILTY TEST
Ink cartridges that reduce your carbon footprint
44 LIVE IT
Take a break and enjoy some lighthearted fun
42 “Very few of us were sorry to see the back of 2020 but, as we welcome in a new year, we still find ourselves navigating through rough seas as the fallout of COVID-19 continues”
18
46 FATHER P. CLIP
The good Father on stretching your way into the new year
47 FINAL WORD
VAT loophole closes on foreign online cartridge sellers
INDUSTRY
T H E M O N T H T H AT W A S
THE MONTH THAT WAS Initiative supporting independent dealers ‘Keep It Local’ campaign expands With the delivery of 2021 catalogues imminent, Nemo and Office Club members will be building on the momentum generated by their national campaign with the launch of a new ‘Keep It Local’ branded tape. “Working with our supply partner, LSM, dealers can now package up all their deliveries with the new tape brandishing the Integra members have received their Initiative catalogues, together with free
words ‘Another Local Delivery’, alongside the
digibook version and access to a comprehensive marketing support programme
campaign logo, to further raise awareness of
to promote the range in 2021.
the ‘Keep It Local’ push,” Nemo and Office
Despite a challenging year in 2020, Initiative has continued to provide dealers with a consistently priced own brand, and fantastic margin
Club MD Tim Beaumont explained. “We are now getting regular contact from
opportunities. With growing concerns about stock in the channel, distribution
dealers that have successfully launched the
via Antalis, VOW and direct with suppliers has been - and will continue to be -
Keep It Local concept in their area, sending
key to supporting members.
us copies of letters of support from their MPs
With less choice in the industry now when it comes to a ‘best value’ range,
and the coverage they are getting from their
Initiative provides an important point of differentiation – particularly when
local media and Chambers of Commerce. It
quoting for new business and, more recently, for the home office.
is exciting to see the enthusiasm for Keep It
Additional pricing support, and promotions planned for this year - together
Local, and we have so many other ideas that
with continued benchmarking – mean that members can be confident they are
we will be rolling out to our members in 2021.”
providing customers with a competitively priced, quality range. A free Initiative
Following over 5,000 unique visitors in
insert in the 2021 VOW catalogues will also help to highlight the brand. Aidan McDonough, Integra’s CEO, commented: “Initiative continues to
November to the website - which directs visitors to their nearest dealer - the campaign
provide members with an incredibly strong proposition. Not only is it the most
is certainly gaining traction, and with Nemo
extensive dealer group own brand in the industry, it is also the most widely
and Office Club members due to get delivery
available. In a challenging year, Initiative has performed strongly, and we have
of their new catalogues in boxes packaged
seen an 11% uplift in specific categories including inks and toners, soft plastics
with Keep It Local tape in the next few days,
and archival. Undoubtedly, there will be further challenges next year – the
there is every reason to believe that 2021 is
focus for us will be on supporting our members during the inevitable peaks
going to be the year that the Keep It Local
and troughs.”
campaign will continue to grow exponentially.
[06] JANUARY 2021
www.dealersupport.co.uk
T H E M O N T H T H AT W A S
Konftel goes the extra mile with charity support
INDUSTRY
TUNED IN with Geoffrey Betts, managing director, Stewart Superior
A real-life Mrs Santa Claus completed a 35-mile Christmas Day ultra marathon to bring miles of smiles to sick children,
Welcome to the second issue of Dealer Support TUNED
with support from conferencing specialist.
IN, a new series of podcasts for the UK business supplies
Tracy Halligan, dubbed ‘Tinsel Tracy’, completed
industry.
the epic challenge in just under seven hours, raising thousands of pounds for local hospitals. She then
In the course of his 30 years in the UK business supplies
went on to make her Christmas dinner and open some
industry Geoffrey has seen many changes, trends and market
presents!
shifts. In this episode he covers Brexit, new products and
She began at 5.50am from her home in Penketh,
the environment, as well as UK industry developments.
Warrington, braving freezing conditions – and returned to cheers and celebrations from neighbours. “It was
He has an upbeat message
a magical experience, from seeing the sun rise on
for dealers and other sectors,
Christmas morning to reaching the finishing line. All
is demonstrably supportive
the backing and well wishes have been wonderful,”
of BOSS Federation – the
she explained.
UK office products industry’s
Tracy was boosted by support from audio and
trade association – and
video conferencing manufacturer Konftel who are her
touches on entertaining
official sponsor. UK sales director, Jeff May, who also
nights in Frankfurt, amongst
lives in the town, praised her sterling efforts.
other topics.
“What Tracy has achieved is truly outstanding and we are very proud to be supporting her every step of
To listen to the podcast visit www.dealersupport.co.uk
the way.”
Brother UK report: channel set to play key role supporting food retailers Channel resellers are set to play a key role in supporting
when the regulation amendment comes into force next
food retailers in meeting the upcoming ‘Natasha’s Law’ food
October found that just one-in-five (20%) are completely
safety guidelines, according to a new report by business
prepared to meet the requirements of the incoming law,
technology solutions provider Brother UK.
reducing to one-in-ten (13%) for smaller businesses.
The Food Information (Amendment) (England)
Almost half of all respondents (47%) revealed that they
Regulations 2019, commonly known as Natasha’s Law will
don’t have adequate labelling solutions in place to address
come into force across England in October 2021. Under the
Natasha’s Law. Of those that do have labelling systems in
new law, all pre-packed for direct sales (PPDS) products,
their kitchens, close to a third (32%) still use handwritten
which includes fresh foods like salads, sandwiches and soups
labels.
that are made and packaged on-site, will have to be labelled
This is despite 94% of food retailers saying their
to make clear what the name of the food is and must provide
businesses takes allergens very seriously, with almost seven-
a full list of ingredients, with all allergens emphasised.
in-ten (69%) having already offered staff some training
The survey of 100 food retailers that will be affected
specifically on the new regulations.
www.dealersupport.co.uk JANUARY 2021 [07]
INDUSTRY
T H E M O N T H T H AT W A S
NEWS REPORT
Leading in isolation I
f you’ve suddenly been forced to self-
and reprioritise on behalf of our organisations. A year ago
isolate, this can be very disruptive – but
the UK government certainly could not have predicted that
disruption is something we can embrace.
topics such as lockdown, furlough and vaccination would
We have to shift gear and change the
top their agenda right now; the crisis has forced a level of
way we make decisions, speeding up
rapid refocusing and decision-making that previously would
rather than trying to slow down. For many
have taken months, if not years, to achieve.
leaders this requires a new, more agile mindset - one which seeks ways to accelerate velocity while remaining focused.
The COVID crisis has actually become a moment of opportunity, an inflexion point in markets which has opened fresh routes to growth and success. Many have
LEARN TO LET GO
learned to make difficult choices, and to follow through, by
It is often the case that many leaders find it difficult to let go
stopping projects that do not align with the few priorities that
so that others can take responsibility and act with autonomy.
make the biggest difference.
However, it’s very hard to retain a command-and-control style of leadership when you’re leading remotely. If you have struggled to devolve decision-making
BE HUMAN Many leaders are having to work from home, giving others
responsibility in the past, now is the time to do it. Identify the
insights into their interior design choices and personal
decisions only you can make, and delegate the rest. If you
lives. This level of informality has had a dramatic levelling
feel others lack the necessary skills, it’s up to you to address
effect across many organisations, removing the usual signs
any capability gaps by developing the people around you
of corporate status such as the size and location of one’s
and offering them opportunities to grow. Reach out, build
office, the floor it is on, and the places in the organisation we
relationships of trust, and help others to take responsibility –
frequent.
most organisations are bursting with talent just waiting to be unleashed!
We are all on the same screen, and this has encouraged many to become more informal, more accessible and more human.
REORGANISING YOUR PRIORITIES
Now that vaccination is becoming a reality, and we really
While most leaders have always recognised the value
can look ahead to a new normal, let’s hope that this humanity
of prioritisation, many have struggled to make tough
can become accepted as an essential element of successful
decisions and stick to them. COVID has forced us to stop
leadership – whatever organisation or team you’re leading.
[08] JANUARY 2021
www.dealersupport.co.uk
Chatbox
New for 2021
acoustic hubs
Designed and developed by industry-leading acoustic experts,
the Chatbox telephone booth is suitable for one person and is the perfect peaceful environment for phone calls away from noise and distractions, offering next generation privacy for a new normality
EXPRESS DELIVERY
www.dams.com sales@dams.com t.0151 548 7111 uk manufacturer
from stock
|
full range supplier
|
delivering service
INDUSTRY
S T R AT E G Y I N T E R V I E W
A brighter future ExaClair is confident about its post-COVID future, and is looking to help its customers also thrive once the pandemic is over, as managing director Mark Daisley explains
M
ark Daisley has seen many things during
Mark adds that having the might of the Exacompta
his 27 years in the office products
Clairefontaine Group behind it helped the business deal with
industry – from recessions to numerous
the effects of the pandemic - and acknowledges that some
technological advances – but the
other businesses in the sector are struggling. “It is very sad,
COVID-19 pandemic brought new
and we have to be humble and understand their issues and
challenges he had never encountered
problems,” he says.
before. However, they were challenges he and ExaClair met
The pandemic will change how the marketplace looks,
head on and, as a result, the company saw its sales hold up
Mark adds. “Customers are going to look to the UK more
well in 2020.
and more for their supply chain and the independent dealers
As with many other businesses in the sector, when the
- those that step up to the plate, move with the times and
first national lockdown was announced in late March, sales
understand what their customers’ needs are - will survive and
dropped significantly – about 60% year-on-year, Mark reckons
become stronger. The strong will survive this and there will
– but started to recover when ExaClair brought a new range
be fewer of them, for sure, but those that come out the other
of PPE products to market.
side will be a lot stronger.”
Sales further recovered when online customers started to ramp up their operations in the following months. “All in
ONLINE Moving with the times will be crucial for businesses in
all, the year was horrendous for everyone out there, but our
the sector in order to survive, and that, inevitably, means
business ended up 6% down,” he says. “Credit to my team –
developing more of an online offering, Mark adds. “Content
it was fantastic effort in challenging times.”
is so important for dealers now,” he says. “You cannot just
[10] JANUARY 2021
www.dealersupport.co.uk
S T R AT E G Y I N T E R V I E W
INDUSTRY
You can listen to more of Mark’s views as a podcast at dealersupport.co.uk
produce a catalogue or a flyer and expect it to work for you.” Mark adds that dealers have to understand their
promotional activity and product samples. The wholesalers do their bit, and are usually quite successful, but we don’t see
customers’ needs and how they are changing. “You may have
how they engage with their customers and we want to get
to deliver to customers who are working from home outside
more involved with their customers.
of the business hours you normally deliver to.” But he adds there are some businesses out there that
“Their customers are consumers of our products so we want to do anything we can to help. We are launching a large
aren’t doing this yet. These are dealers who sell the same
range of tutorial videos that can be loaded onto dealers’
products in the same way, without trying to sell other products
websites which educate the customer about how to use the
in the range that the customer might not realise they stock.
product or, for example, what environmental accreditations
“There are so many dinosaurs out there,” Mark says.
the product has.”
HELPING CUSTOMERS
factor for customers, and the pandemic hasn’t changed this.
The wholesaler and dealer market has, historically, been a
“We commissioned a survey mid-last lockdown and 75% of
significant part of ExaClair’s business and, moving forward,
respondents said that environmental accreditations and the
still will be, Mark adds. “We are seeing a switch to online
environment were either very important, or important, in their
retailers, especially through the pandemic, and I think this
product choice - second only to comfort and the colour and
trend is going to stay - but we supply to all multinational
ergonomics of the product – how it fitted into their house or
retailers; we have more than 400 independent retailer
home office,” Mark says.
Environmental accreditations are an increasingly important
accounts on our books so the dealer and wholesaler channel is a fundamental part of our business. However, we have to
COSTS
diversify, and explore new channels, and we would love to
This can help dealers as there are numerous stresses on the
help our customers to explore new channels too, so that’s an
sector, such as rising costs, although this hasn’t affected
area we’re focusing on.”
ExaClair too badly, according to Mark. “We have seen a small
To this end, ExaClair want to work with dealers to do this, and promote their products. “We want to talk to dealers; we have collateral, and we wish to invest in you with your products. We will support you with online promotions,
increase in the cost of raw materials…so we didn’t have to put too big a price increase through in January. “But we are getting inundated now with requests from retailers, etailers and commercial businesses to review their
www.dealersupport.co.uk JANUARY 2021 [11]
INDUSTRY
S T R AT E G Y I N T E R V I E W
product ranges for them - especially those that outsource
Being part of a French-owned conglomerate also
from China and the Far East. I understand the cost of
doesn’t impact the business, Mark says, as ExaClair has
containers more than quadrupled prior to Christmas for
always been an independent part of the Exacompta
shipments to the UK.
Clairefontaine Group. “That’s how the group works; each
“Sometimes we find ourselves a little bit out on price.
individual business unit is a separate profit centre; we are
For example, if we are 20p more expensive for a ring binder
left to our own devices. I think that has stood us in good
than if you were buying from China, don’t come back and
stead; we can operate independently because we always
hammer us saying ‘you have to be 20p cheaper if you want
have done.”
the business’; that is our best price - but understand that the quality will be better, you don’t have to order a container
GET ONLINE
at a time and you’re getting the product from the UK, or
With so many stresses on the market, as mentioned,
sometimes Europe.
businesses have to adapt to survive, and Mark’s advice for
“The cost is so much less as you won’t have to commit
companies is to get online, get their data right and listen to
so much capital. Customers shouldn’t expect a local
what customers want. “Online is the way forward. Everyone
manufacturer to match China to maintain their margin; what
has been educated in it during this pandemic - even people
you have to do is change prices.”
who have never had a computer or iPad before. Our online orderbook has rocketed.
BREXIT IMPACT
“We had one customer complain to the territory manager
Brexit is also a concern - although Mark says that ExaClair has
that our website was too good, and he was spending too
been prepared for any eventuality. “It isn’t impacting us too
much money!”
much,” he says. “The only issue we may have could be what
Mark says that the customer would log onto the website
happens at the ports. We can’t control that, but everything we
and find offers there - and discover other products he hadn’t
can control is in place.
seen when a representative had visited him and find himself
“I think there will be some impact on deliveries; we’re not
buying more as a result. “What a wonderful complaint to
seeing it at the moment but that’s not to say, in a few weeks
have! I hope all dealers have a complaint like that from one of
times when the trucks start rolling a bit more, that we won’t
their customers.
see hold-ups at ports.”
[12] JANUARY 2021
www.dealersupport.co.uk
“Get on there – it is the only way forward.”
One Machine Bind | Staple | Hole Punch
Lyra™ - Your All-in-One Binding Centre Fellowes new Lyra™ 3-in-1 binding centre was thoughtfully designed with a patent-pending, all in one solution for comb binding, stapling and 2 & 4 hole punching. Bind your documents with ease using our Fast Loading, Perfect Alignment and EasyPress™ Stapler features, for PERFECT RESULTS! One machine to enhance document binding productivity and simplicity!
Bind
fellowes.com
Staple
Hole Punch
INDUSTRY
FUJITSU
Scanning the field To help people who are now working from home to replicate the work they do in the office, PFU (EMEA) Limited has launched two new affordable personal document scanners
A
return to lockdown in the UK in early
SCANSNAP iX1400 AND iX1600
January has meant that the number of
Information management solutions provider PFU (EMEA)
people working exclusively at home
Limited has sought to solve this problem with the launch
will have risen again. During the first
of the ScanSnap iX1600 and ScanSnap iX1400 personal
lockdown in March and April 2020, the
document scanners, which aim to help connect people’s work
number of people working at home
and lives with one touch, whether they are in the office or at
shot up to 46.6%, according to data from the Office for National Statistics. Even in the seven days to 7 June, once the
home. For those who want to automatically digitise and organise
lockdown measures had started to ease, more than 40% of
their documents with one touch, the ScanSnap iX1600 is the
workers reported working from home at some point.
option to choose; those who want a scanner that is easy to
Since then, it has become clear that many office workers enjoy the flexibility and convenience of working at home – no lengthy commute to bookend the day, for instance – and
use so they can scan, save and share digitised documents in minutes should consider the iX1400. The ScanSnap iX1600 can scan 40 pages per minute – the
would like to continue with this mode of working even after
fastest ScanSnap speed to date – and automatically scan,
the pandemic has ended.
recognise and classify different document types. It is wifi-
While manysimple, managers have seen the benefits that home enabled, which means that it can be set up to scan anywhere Beautifully effortlessly efficient working can bring, there are problems to be overcome. For
that has a wireless network and, The ScanSnap iX1600 comes
instance, a common issue with home working is ensuring that
with the superb personal organising ScanSnap Home software
staff can access the same quality scanners as they have in the
as standard.
office to enable them to collate, organise and file important
ScanSnap iX1400 enables users to simply draft, edit and
documents just as they would in the office. Domestic scanners
manage documents that have been scanned. Features include
are often not up to the job, and this can create issues.
automatic recognition of documents, grouping according
[14] JANUARY 2021
www.dealersupport.co.uk
FUJITSU
INDUSTRY
to document type and extensive search functions so that
sizes, from individual freelancers up to large corporates –
information can be found quickly.
anyone who wants to make their work life easier.
Like the ScanSnap iX1600, the iX1400 can also scan
All the information is stored securely, and is instantly
40 pages per minute and has one-touch operation - and
accessible in whichever storage location or cloud service the
ScanSnap Home software included - it has a USB connection,
customer uses, providing a seamless bridge between the
so it is ready to scan quickly, with no need to configure
physical and digital worlds.
complex settings, and includes specialist features such as a
These models complement ScanSnap’s existing range
receipt guide to make scanning small or non-standard sized
of personal scanners, including the iX1500, which has an
documents easy.
established reputation in the marketplace for its simplicity,
With simplicity at its core, the iX1400 also includes a Quick Menu to make creating searchable PDFs, or editable files in
speed and ease of use. “For many businesses and individuals, managing their
programs such as Microsoft Word, Excel or PowerPoint, as
personal and professional lives can be a struggle, and
easy as possible.
paperwork is one more necessary, yet time-consuming, task we all have to deal with,” says Mike Nelson, senior vice president,
MAKING WORK LIFE EASIER
PFU (EMEA) Ltd. “With the growth of remote working, the
The ease of use of these scanners means that they can be
ScanSnap iX1600 and iX1400 are designed to enrich day-to-
operated by anyone, no matter how little experience they
day tasks, make life easier for users and create a smarter way
have in IT – all they have to do is press one button.
to work from home. From one-touch scanning, to advanced
These easy-to-use machines can significantly reduce
features for small teams, our re-imagined personal scanner
the amount of time that workers spend on paperwork and
portfolio makes it easy for users to improve productivity,
document administration and storage, which means they
whether their priority is simplicity or high performance.”
are freed up to work on other, more productive tasks. This is
The prices of the iX1400 and iX1600 also reflect the fact
crucial as 86% of IT and business decision-makers say that
they are aimed at all sizes of business, costing £368 and
managing the amount of information in their business poses a
£467 respectively. In addition, to celebrate the launch of the
challenge, according to findings in the Fujitsu Image Scanner
ScanSnap iX1600, customers can claim a free Google Nest
Organisational Intelligence Survey 2020, a research project
Mini until March 31.
into the state of digital transformation in Europe. This can boost the business’ productivity and help it to thrive – and, as we look to the prospect of a post-COVID landscape, businesses will welcome all the help they can get. The ScanSnap scanners are aimed at businesses of all
Beautifully simple, effortlessly efficient
To watch the launch video of the new products, get more information, view the promotion and to download a range of enablement assets visit: partner.imaging-channel-program.com
The ultimate in personal productivity www.dealersupport.co.uk JANUARY 2021 [15]
INDUSTRY
BIG ASK
Navigating the rough seas ahead A year ago it would cost around $2000 to ship a 40-foot container between China and most European ports; today the cost is anywhere between $8000 and $10000. A perfect storm has resulted in sea freight prices rocketing, but how will this impact the office products industry?
Peter Cowan, procurement
for somewhat longer. Further to this, the sheer congestion in
director, Data Direct
the major UK ports means that they are physically unable to
Sea and air costs have been a huge factor throughout 2020, and
move empty containers back onto vessels to send to China. Ships have been decommissioned as ocean carriers to cut
will certainly continue for the next
capacity when demand is low, ensuring maximum yield from
three-to-four months. Increases in
any floating stock which is still active; lack of crew has also had
airfreight costs are obvious – ‘belly’
some influence. Even though clothing, etc., is down in sales,
Space, the space in the ‘belly’ of
people are shopping like crazy for new gadgets, home offices
passenger flights - is down by 80% as
and general home improvement – most of the stuff we import
passenger numbers have plummeted. In terms of seafreight, we have hit the absolute perfect storm - a combination of COVID-19, Brexit and the time of year. Freight always sees a massive boom for the Christmas
– so there is still a high demand. We are already experiencing shortages of many products, but importers have now adapted their procurement cycles to allow for increased transit times, and we are no different. The
sales, but now there is also the additional stockpiling ahead
shortages should soon start to ease as the transit machine
of Brexit. These factors, combined with lower staff levels due
starts to operate more efficiently, and new processes and
to distancing and other safety measures, new/slower customs
systems are honed to perfection.
processes, a huge imbalance of imports v exports and the fact
As a result of all these challenges, everybody has to be
that any PPE shipments will always be prioritised, make for
prepared for some disappointment. Whether it be the new
the perfect storm. With carriers being over-booked by around
PlayStation, or a fusing unit for a printer – plan purchases as far
50%, supply and demand does its work and prices increase
ahead as possible, and don’t over-promise until your supply
exponentially.
chain has been confirmed. Having detailed discussions with
Just to add to the carnage, Chinese New Year at the end of January will bring the next phase, and will keep prices high
[16] JANUARY 2021
www.dealersupport.co.uk
your suppliers will help to alleviate the bumps in the road. As always, plan for the worst and hope for the best!
BIG ASK
INDUSTRY
Darryl Brunt, sales and marketing
worse by the delays in the redeployment of vessels and the
director, Fellowes Brands UK and
escalation of port congestion, where missed time slots and
Ireland
the slow turnaround of containers have meant an increase in
Very few of us were sorry to see the
redirections and failed dockings.
back of 2020 but, as we welcome
Like the pandemic, the sea freight crisis will, no doubt, be
in a new year, we still find ourselves
a concern for several months to come, but it is hoped that,
navigating through rough seas as
as we return to normal, the problems will ease and things will
the fallout of COVID-19 continues to
begin to level out in the spring.
wreak havoc on people’s lives and
Despite the current pressures, however, Darryl is confident
the world’s economies. The passage is especially turbulent
that Fellowes have put plans in place to weather the storm
on the trade routes from China and the Far East, where sea
and ensure stock levels are maintained to meet demand.
freight rates are at an all-time high.
‘’Our supply chain is very well-connected - especially across
There’s no doubt that the catalyst of the problem
Asia - which means, in these most challenging of times, we’ve
has been COVID-19 but the problem has been further
mostly been able to meet increased demand for products
compounded by several factors, ‘’Asia went into lockdown
such as shredders, laptop risers, air purifiers, cleaning
in February, resulting in blanket factory closures and a
products and other homeworking essentials. We’ve also been
subsequent drop in demand for container freight across all
extremely disciplined when forecasting sales and identifying
markets as the pandemic spread globally.
changing trends.
‘’To manage the expected decline in business, freight
‘’Equally important for our customers in these tough
carriers began to blank sailings, return leased containers and
times, we’ve continued to offer exceptional value for money.
cancel orders for new ones. But as lockdowns were eased
Wherever possible, we’ve resisted passing on increased costs
in Western markets, carriers were caught out by the rush in
that have been forced upon us and in some of our categories,
demand from importers looking to replenish exhausted stock,
such as autofeed shredding, we have lowered our prices.
governments in desperate need of hygiene supplies, and the added pressures created by grounded air freight operators.’’ Darryl also believes that the situation has been made
“As always, our focus is to bring value and innovation to the consumer which we believe is the best way to navigate these challenging times.”
www.dealersupport.co.uk JANUARY 2021 [17]
INDUSTRY
BIG ASK
Mark Galliano, MD, Teknik Office
supply is limited, costs tend to increase – as a result,
2020 has been quite a year and has
the shipping lines are definitely taking advantage of the
caused a huge number of challenges
opportunity to repair their balance sheets and this is being
for many of us in the office furniture
reflected in the costs of sea containers. Where they are
community - and things don’t look
normally around $2000, they have been moving upwards to
like they are going to get any easier
$7000 - $8000 - with a possibility of exceeding $10,000 per
in the first part of 2021.
container over the coming months in the lead-up to Chinese
At the start of the pandemic
New Year and, if the pressure on the flow of goods doesn’t
none of us knew what was about to
ease, this could continue into the second quarter/mid-year
unfold; I, for one, thought that sales would fall off a cliff and
(gulp…or beyond). There are also other factors - like peak
we would need to hunker down until the storm blew over.
season surcharges and congestion costs - on top of the sea
As it turned out, the exact opposite is true; sales rocketed,
freight rates increases.
and demand for a broad range of products escalated. In
If you take a simple calculation of say, 350 items on a
normal conditions this would be a cause to celebrate, but the
container (an executive mesh chair, for example) you can see
backdrop means that there is a hangover waiting in the wings.
the cost impact on the individual product escalates from $6
International shipping lines have, over the last couple
up to $23 with the possibility of it moving to $29, which is
of years, been removing vessels from circulation to try and
simply too much to absorb within normal costing models,
mitigate losses being caused by a reduction in demand, and
so there will inevitably be increases that the supply chain
continued to do so at the beginning of the pandemic as
(importer/wholesalers, dealers/retailers) will need to feed
various parts the world progressively went into lockdowns.
through to the consumer.
However, what was actually happening was a huge bottleneck
Another consideration in relation to furniture items is
growing in China, caused by the temporary closure of
that the container loading efficiency isn’t always great. The
factories and the enormous pent-up demand for WFH and
350 chairs in our example would be mid-range items with a
PPE products. We have all been playing catch-up with stock
mid-range price point, meaning that the increased shipping
during the second half of 2020… which brings us to where we
costs as a percentage of the trade price is very high; a
are now, and the latest challenge we face.
container of very small, high value, items probably wouldn’t
Each year, from July onwards, all importers work towards
create such a big problem, so other importers may see the
building their stock levels to cover increasing demands over
‘problem’ differently. We can only speak from our perspective;
Christmas and the subsequent production hiatus caused by
our competitors will, no doubt, be grappling with the same
Chinese New Year in February (annual factory closedown) so,
challenges.
on top of the pressure created by the lockdowns, Far Eastern
We expect costs to increase at this time of year, but they
production facilities have been swamped to a level never seen
are normally within predictable levels and for a predictable
before. We have been battling with raw material shortages
period of time, so they can be anticipated and factored into
and production delays and now find ourselves jostling for
our prices to give stability to our retailers – but these are not
space on vessels in the Far East.
normal times and are certainly not normal increases. Hopefully,
This is where the problem is growing from. As usual with the forces of supply and demand, where
[18] JANUARY 2021
www.dealersupport.co.uk
the backlogs will clear and the costs will soften soon. We all hope they will, but I wouldn’t bet my house on it!
ADVERTORIAL
INDUSTRY
Make 2021 a Year to Remember with VOW ADVENTURE
V
OW Wholesale’s half one incentive, VOW ADVENTURE, is back for 2021 and is
Lewis brochure. Supporting brands for VOW ADVENTURE 2021 are: Acco
offering resellers more chances to win
Brands, Newell Brands, Kimberly Clark, Canon Consumables,
than ever before! With monthly prizes
Fellowes, Henkel, 3M, BIC, NESCAFÉ, Avery, Rapesco,
available from 13 supporting brands,
Exaclair, Canon Hardware and Brother.
there are 78 chances to win! VOW Wholesale has tailored the VOW ADVENTURE
What’s more, Acco Brands and Newell Brands are also offering grand prizes to the customers that overachieve the
incentive to benefit its loyal resellers in the current
most across the full six months. Two lucky resellers will win a
circumstances. Jet-setting around the world is not possible
dream luxury staycation worth £5,000!
right now so each luxury prize is available in the UK and Ireland. Whether you want to treat loved ones or indulge with
VOW Wholesale resellers can access their targets and progress easily throughout the incentive by registering and visiting the bespoke ADVENTURE website www.
luxury products you wouldn’t purchase yourself, there is a
vowventureincentive.co.uk. Here they can find more about the
prize for everyone. From decadent hampers and the latest
incentive and the wide variety of prizes on offer as well as links
technology, to domestic trips and household essentials, you
to end user marketing materials readily accessible for each
can choose the prize that you most desire.
supporting brand.
Prizes have been separated into four categories –
VOW Wholesale resellers can also learn more about
platinum, gold, silver and bronze – in order to offer customers
supporting brands by utilising the VOW Hub learning
more chances to win.
platform. This valuable sales tool can help resellers drive sales
In order to win, all resellers need to do is drive sales of the amazing supporting brands between 1st January and 30th June 2021. At the end of each month, the customer that
by providing key product and brand information. Sign up today via www.vowhub.co.uk. If you would like more information about this incentive,
overachieves their target by the highest percentage for each
please get in touch with your VOW Wholesale account
brand will get to choose a luxury prize from a bespoke John
contact.
www.dealersupport.co.uk JANUARY 2021 [19]
INDUSTRY
OFFICE POWER SURVEY
What impact will wholesaler changes have on the dealer channel? In light of the COVID-19 pandemic, at the beginning of 2020 Office Power launched a research programme to try and continually assess the impact that the crisis would have on the macro economy and our specific industry - this included looking at the impact of wholesaler changes
T
he second question in the report
CHANGING DISTRIBUTION/DELIVERY SERVICES
focused on the impact of the changes
The highest area of perceived impact is distribution and
seen in the wholesaler channel on
delivery services, with 55% of respondents of the opinion that
dealer businesses. Five key areas
a significant or severe impact is likely. This is unsurprising as we
were assessed. Respondents felt that
have already seen significant challenges in supply chain and
all of the key areas were a concern,
distribution as a result of COVID-19. The questions arising are:
with delivery and cost of goods sold (COGS) perceived to
• Will delivery/distribution costs increase over time?
present the highest risk.
• Will wholesalers return to a radial delivery model?
•
Changing distribution/delivery services – how concerned are we about service levels being impacted to dealers and their
Wholesalers suspended their radial delivery services as the UK
customers?
entered lockdown in March and it is difficult to predict when and
• Increase in COGS – will there be a material ongoing change to COGS given the shift in wholesaler base? • Product range and availability – will there be long-term
whether this area of service will return to normal. Historically, despite the high cost to wholesalers, radial delivery services have always been subsidised, meaning dealers had become used
changes to the products on offer and how available they are
to this quality and flexibility of service. The difficulties facing
to purchase?
wholesalers and distributors will continue, and this will require
• Credit limits and payment terms – will credit be harder to secure, and will payment terms become less favourable? • Provision of value-added services (eg. marketing) - will
dealers to rethink service levels and the delivery proposition they offer their customers. There have been signs of recovery in the UK economy
there be a reduction in these additional activities and their
since the initial lockdown, albeit slower than hoped for, and
relevance?
the change in demand patterns has exposed challenges in
[20] JANUARY 2021
www.dealersupport.co.uk
OFFICE POWER SURVEY
INDUSTRY
form the core of the solution to this. Dealers should implement flexible delivery charges for different customers and different
Cash management will play a significant role in all businesses as the economy recovers slowly
delivery services; this will prove to be a proactive mechanism for recovering delivery charges. With the market and wholesaler base so unpredictable taking control and forming a combined strategy will be key to maintaining profitable distribution. INCREASE IN COST OF GOODS SOLD (COGS) The Porters 5 Forces model is often used to assess the relative strengths and weaknesses of an industrial sector by considering the balance of five competitive forces which prevail in all
operating processes and distribution channels. Due to this
industries: suppliers, buyers, threat of substitutes, threat of new
depression in demand previously configured distribution routes
entrants and industry rivalry (competition).
are no longer viable and this will almost certainly lead to an
The balance of these forces has steadily shifted in the office
increase in costs. This will be compounded by the fact that
supplies sector for the past 10-15 years; however, this shift has
dealer customer bases are fragmenting and shrinking, so dealers
accelerated dramatically over the past few months. This has
will need to think about how they can provide a cost-effective,
been predominantly caused by the collapse of Spicers, and has
last mile delivery service. Average order size (AOS) is key to
driven the increase in supplier power, compared to buyer power,
trying to counter this challenge as driving up this critical metric
due to there simply being fewer wholesalers available.
will, in turn, reduce the proportional cost of deliveries. Ensuring
This has, rightly, caused concern in the dealer base and
customers purchase more items per transaction can be achieved
is reflected strongly in the results of the survey, with a swing
through merchandising, promotional and marketing activities
towards there being a significant impact. The increased relative
and effectively packaging up product in bulk. Driving online
power of wholesalers could lead to some longer-term cost price
ordering will also help this as typically AOS is higher when the
inflation, particularly when increasing cost-to-serve will need to
customer orders themselves.
be recouped. A simple and effective fix is to ensure that terms
There is also the opportunity to implement varied delivery charging. The customer segmentation described earlier will
with suppliers include protection against price inflation. It is also worth considering that buying power comes from the size of
www.dealersupport.co.uk JANUARY 2021 [21]
INDUSTRY
OFFICE POWER SURVEY
the buyers, so we may see an increase in the importance of
effects. Vendors and manufacturers will also be studying credit to
‘buying groups’ to improve leverage. However, it is anticipated
wholesalers/distributors, given the creditor fall out following the
that, until the variety of options in the wholesaler channel
collapse of Spicers.
improves, this leverage will still be compromised.
Therefore, cash management will play a significant role in all businesses as the economy recovers slowly; suppliers
PRODUCT RANGE AND AVAILABILITY
will be looking at all options to reduce their working capital
Product range and availability has proven to be a significant
requirements. This could lead to a tightening of payment terms
cause for concern for dealers so far and does not show signs of
with dealers. Unfortunately, therefore, a significant rise in dealer
dramatically improving any time soon. The survey results showed
failures has been seen - and will continue to be seen - along with
a leaning towards moderate/significant impact. It would be fair
widespread mergers and acquisitions.
to assume that it may be even worse, given the consistent issues apparent over the past months. The issues here have been that the remaining wholesalers have been unable to effectively forecast demand, and open
This is one of the key battlegrounds, and ensuring there is contractual comfort in relationships with suppliers is the main mechanism which must be employed to counter this threat to cashflow and, ultimately, business survival.
supply chains effectively, in light of additional COVID-secure working regulations. Shifting customer needs in relation to
PROVISION OF VALUE-ADDED SERVICES
product have not helped this, and the supply chain has not
Again, there was an interestingly lower concern over the
yet settled into being able to provide the necessary product
potential reduction in the provision of value-added services,
in the right quantities at the right time. The enormous swing
such as marketing. This may be due to the fact that dealers did
towards the need for new product ranges - such as PPE
not attribute a huge amount of value to these services before
and home computing - has meant that manufacturers were
the pandemic and, therefore, there is reduced concern over this
unable to maintain supply and even previously stable product
continuing into the future.
categories, such as ink and toner, have simply been unable to find the new balance. Diversification of purchase routes is also vital, where possible.
Value-added services provided both by wholesalers and dealer groups are likely to come under scrutiny as dealers review their cash outgoings. VOW consistently state that they
There are often multiple options for where products can be
will only support dealer groups that they believe add value,
sourced from so investigating and implementing supply of key
and not just aggregate pricing. If these services, provided by
products from multiple wholesalers or distributors is one way to
wholesalers and dealer groups, are perceived to be value-
mitigate the risk of stock fluctuations.
adding to dealers, it is important to constantly re-assess this value to maintain a strong return on investment; if this is
CREDIT LIMIT/PAYMENT TERMS
difficult to measure then that in itself could be indication of
Survey respondents considered the overall risk of a negative
the ‘real’ commercial impact.
impact on credit limits/payment terms with wholesalers to be
There is, overall, significant concern around how dealers
moderate, with 20% considering there to be no, or insignificant,
can respond to the threat that changes to the wholesaler
impact. This is interesting considering this could prove a
environment have brought. However, there are ways to counter
significant cause for concern.
this threat to business performance by understanding the
Firstly, credit insurers have significantly reduced limits on the office supplies sector, which will, inevitably, lead to knock-on
[22] JANUARY 2021
www.dealersupport.co.uk
challenges, learning from others in the dealer community and forming and implementing a proactive strategy.
DEALER SUCCESS
ACE OFFICE
AT YOUR SERVICE Ace Office Environments’ sales director KEITH BOULTER has seen a myriad of changes during his 43 years in the office supplies industry, but one fundamental hasn’t changed – that customer relationships are at the heart of everything he does
lot has changed in
A
the world since 1977, but one thing that hasn’t is Keith Boulter working in the office supplies sector. The
industry veteran started out as a youngster working for New Milton-based Murrays. “I learnt the trade,” he says. “I started in the warehouse and then moved into the office doing invoicing and admin. Next I went onto the ‘phones, and did a bit on the retail side – the company had a retail shop as well. I did the whole thing but, when I joined, I always wanted to go out selling, and I got to do that within a couple of years. I have been doing it ever since.” Ace Office bought up its local rival Murrays in 1992; Keith moved with the company and has been there ever since. “Many clients have been with me and the business for 30-plus years, which I pride myself on because they are friends as well as businesses these days.” Keith puts his longevity in the sector
[24] JANUARY 2021
www.dealersupport.co.uk
ACE OFFICE
DEALER SUCCESS
the latest plans. It’s about keeping up that
I have always had the same mindset; if you lose it you have to go find more
contact.” EVOLVE TO SURVIVE However, while fundamentals like that don’t change, the business has evolved in other ways. “The company has diversified - if it hadn’t, it wouldn’t be here today, like a lot of
down to his willingness to embrace change
businesses sadly aren’t. We have added other
when it comes along. “If you don’t, those
areas to the business and acquired businesses
opportunities aren’t going to be there – the
that add to our portfolio.”
only way to guarantee an opportunity is to
One of the areas the company has
embrace change and go with it. Change is
diversified into in recent years is safetywear
often a good thing, and it’s probably why
and personal protective equipment (PPE).
I’m still here; I have never wanted to look
This proved crucial when the COVID-19
outside the industry.”
pandemic hit last year. “We had already
His passion to go out and sell is still
established supply routes for a lot of the
there too – and if it ever does go, then that is
products that have been critical for clients
probably when he will call it a day. “I’ve done
throughout the year.
43 years. I’m not sure I’ll get to 50 – although
“For example, we had a large client with
state pension says ‘Yes’! I know there will be
1,300 retirement developments across the
lots of other changes between now and then.”
country and their responsibility was keeping
However, one thing that doesn’t change
their managers and residents safe within
is the importance of customer service -
those developments. Supply in that sort of
something that Ace Office , which supplies
volume was difficult, but we successfully
a range of office equipment and furniture,
turned 1,300 PPE packs around in about
has held at its core since the company was
six days - and that was in the early says of
founded in 1963 by Sam Emberton.
lockdown, when everything was a bit scary
Adrian Carter is the managing director now, the third generation of the family
for everyone. “The company is very proud of the way
to run the business. “It is very much still
the team worked to achieve that to a tight
a family-run business,” says Keith. “The
deadline.”
foundation of the business was always based on personal customer service; those
FRAMEWORK
foundations have never changed, and is part
The company has also actively been looking
of the reason why we are still successful.
for framework opportunities. Keith says
Looking back at 2020, this philosophy has
that Ace Office had traditionally provided
become more critical than ever.
supplies to local councils, but that work
“You absolutely need to pick up the
scaled down about a decade ago when
‘phone now as you are not getting the regular contact you were six-to-12 months ago; you need to keep in contact in different ways. Sometimes it’s just dropping clients a line. I have clients working at home and I will drop them an email to just make sure they are
Sadly, we have been overlooked a little bit as an industry
happy with everything, and that they know
www.dealersupport.co.uk JANUARY 2021 [25]
DEALER SUCCESS
ACE OFFICE
responsibility policies, and this is something
What the new model will look like in 2021, nobody truly knows
ingrained in Ace Office’s Supplies’ culture. For example, long-established community radio station Hope FM had a problem 18 months ago – they were about to lose their broadcasting base, and they reached out to Ace Office’s managing director.
many councils started to adopt established
“Our MD generously donated our
framework agreements. “We, sadly, missed
boardroom, of all places, to them as free space
out; we didn’t get the opportunity to tender,
so they could set their studio up. They have
and we lost quite a fair chunk of business,
been broadcasting there since January 2020.”
but I’m sure we weren’t alone in that.” This just served to redouble Keith and
Ace Office also take their environmental concerns seriously too. Keith says two of his
his team’s determination to go out and
sales team drive full electric vehicles while
replace that business. “I have always had
others, including himself, use plug-in hybrid
the same mindset; if you lose it you have to
vehicles to help reduce CO2 emissions in the
go find more - it makes you a little bit more
area. In addition, all cardboard packaging
determined and focused.”
used by Ace Office is recycled.
While the lost business was replaced, it became clear that to get any government
LOOKING AHEAD
work on a national or regional basis, Ace
Looking forward, one of Ace Office’s key
Office had to get onto a framework. The
objectives for 2021 is to help clients to create
opportunity came in October 2019 when the
safer working spaces, whether they are in
Crown Commercial Services Office Suppliers
the office or at home. “Home working is
Tender was issued. There were three strands
definitely going to change what we do,” says
within their framework - a direct award for
Keith. “We, like a lot of our competitors, have
office supplies, a direct award for electronic
solutions in place today; communicating this
supplies, and a framework that had a
to your client base is key - and there are other
selection of suppliers that could submit
opportunities as well.”
additional tenders for work, or receive direct
What customers buy has changed too.
awards - Ace Office tendered for this one.
While things like coffee and janitorial supplies
“We spent a lot of time and effort on this
were big sellers in 2019, this wasn’t the case in
and, in March, we were awarded a place on
2020; they were replaced with hand sanitiser,
it,” Keith says.
face masks and such like. “What the new
“There is a lot of hard work in this, and
model will look like in 2021, nobody truly
it’s going to take time to build. Each tender
knows,” Keith muses, “but you have to be
we do we are learning, and we’ve had a little
positive about it. I think the industry has
bit of success already, which is great. We
done exceptional jobs for people around PPE
expect next year to be much more focused
and keeping people safe through this. Sadly,
on this.”
we have been overlooked a little bit as an industry, but we have done a critical job for a lot of people to keep them safe.
GIVING BACK One factor that is increasingly considered in tenders is a company’s corporate social
[26] JANUARY 2021
www.dealersupport.co.uk
“Hopefully, clients will remember what we have been doing.”
DEALER SUCCESS
LEX BUSINESS
FORTY YEARS OF EVOLUTION Lex Business Equipment celebrated its 40th anniversary in 2020. The company has changed out of all recognition since its early days – but that evolution has helped to keep it as a leader in the sector
I
n 1980 Wayne
the business would be one of the North of
clients, and a true testament to this is that
Elphick set up a
England’s biggest office products suppliers.
we still support several clients that have been
business above a shop
“We are immensely proud to reach
with us since 1980.
in Haslingden in
four decades in business - but building a
Lancashire repairing
successful business isn’t about achieving
business, developing and training staff,
“It is also about re-investing into the
and maintaining
success quickly,” says Wayne’s son Sam
and being adaptive to changes. We’ve had a
typewriters and cash registers for local
Elphick, sales director of Lex Business
number of obstacles in our way throughout
businesses, retailers and food/drink
Equipment. “I feel we have built success
the past 40 years - whether it be recessions,
establishments, such as Thwaites. At the
that has and will last, driven by offering an
or even now with a pandemic – but by
time, he little thought that, 40 years’ later,
honest and impeccable level of service to our
dealing with these, calmly and tactically,
[28] JANUARY 2021
www.dealersupport.co.uk
LEX BUSINESS
DEALER SUCCESS
deliver as promised, this division of our
We invested in online ordering platforms and this division of our business now amounts to around 40% of total annual sales
business now amounts to around 40% of total annual sales.” FAMILY BUSINESS This move came soon after Sam had joined the business after completing his A-levels. “I
we have been able to remain as one of the
the business’ principal location - with an
joined initially for a year to see what it was
leading and longest-established dealers in
impressive product showroom, workshop
like to work for the family business; I was
office technology in the North of England.”
and warehouse, as well as a floor of office
then to decide whether to go to my deferred
suites for its staff,” says Sam.
university place to study law, or to carry on
BUILT ON SOLID FOUNDATIONS
“After this the company concentrated
at Lex. I decided to carry on,” says Sam.
Wayne had built up a wealth of experience
on providing reprographic equipment to
and contacts in the industry, working for
schools and businesses - in particular, the
for 12 years and have experience working
many years for Olivetti UK as a technical
Mita and Sharp ranges of equipment, which
in every department. I began working as
manager before he struck out on his own.
advanced to the first colour photocopier
a photocopier engineer, and passed my
Since then, he has remained at the head of
in 2000. With manufacturer-trained
training for this, after which I worked in the
the business and has driven it forward to
engineers, and a rapidly growing customer
office, covering a maternity absence in our
become the success it is today.
base, we took on new manufacturers as the
accounts department, and learnt that role,
copier landscape changed and technology
finally finding my feet in sales and business
advanced.”
development. For five years I have proudly
The development of Lex was steady in the early days, with a first major turning point coming in 1983, when
“I have now been with the business
held the role of sales director, which comes
Lex began selling Olivetti Linea 98
EVOLVE TO SURVIVE
with great responsibility – but is a great
typewriters, designed by Olivetti in Italy.
Lex has always grown organically over the
challenge. I strive for ambitious targets,
“The typewriters featured a QWERTY
past 40 years, but it has also had to weather
and love the relationships I have with our
keyboard, and were extremely popular with
some big economic recessions, when
customers.”
professional services firms across the local
customers simply didn’t have the budgets to
area,” says Sam.
purchase new printing or IT equipment for
SURVIVING COVID
their businesses.
Sam and his sales team were severely
“Our product offering developed into supplying computer equipment and the
It was during the recession of 2008,
tested by COVID-19 last year. “Business
first major contract win for Lex – to supply
when Lex’s sales had plateaued, that it was
started strong in January 2020, with a good
Preston Polytechnic College with 240 of
decided the company needed to diversify to
order book secured – however, as the term
the first portable computers. Lex was the
ensure it had a continuous revenue stream.
‘COVID’ crept up more and more, and
exclusive reseller of the Amstrad PC - which
“After looking at our customer base it made
countries across Europe were beginning
was a hugely popular product during the
sense to begin the sale of office stationery
lockdowns, it was important for us to
time for both education and businesses.”
– 16,000 products – office furniture and
ensure all installations of equipment were
printed stationery such as letterheads,”
completed ASAP. We finished our last
were needed so, in 1989, Lex purchased and
says Sam. “We invested in online ordering
big installation of departmental printing
reconfigured a row of four terraced houses
platforms and, once customers trusted that
in Radcliffe, Bury – from where the company
our pricing was competitive, and we could
As the business grew, new premises
still operates today. “After construction works were complete ‘Systems House’ was
www.dealersupport.co.uk JANUARY 2021 [29]
DEALER SUCCESS
LEX BUSINESS
equipment a day or two before we were placed into the strict national lockdown. “Thereafter, I am sure like many other businesses in our industry, we survived on our monthly meter revenue from those businesses still operating. We acted fast to secure stocks of laptops which were in high demand at the time, and other home working essentials such as webcams, as well as home office furniture – all of which we could deliver on a next-day basis, safely by courier. “On the office supplies side of the business, we were inundated with enquiries for janitorial products such as sanitisation, virucidal and cleaning products – as well as dispensers and other COVID essentials. We supplied the likes of Bank of New York, Vauxhall and many FTSE500 companies, as well as large retail chains during this time. It truly was a blessing during such a worrying
Providing we keep our competitive edge, and remain technologically relevant to our clients, I remain positive
time – most new customers that found us via Google, which we have now built great relationships with.” However, COVID doesn’t mean that the sorts of products Lex sells has changed markedly. “During COVID we supplied everything from protective screens to
“We were curious as to whether
industry landscape with regard to the
social distancing mats, and sanitiser to
the homeworking over the summer
way that people work - but providing we
face masks,” says Sam. “However, after the
might deter firms from investing in new
keep our competitive edge, and remain
lockdowns lifted and business life went
printing hardware, but our demand for
technologically relevant to our clients, I
back to normal – or as normal as possible –
these products has remained consistent -
remain positive,” he says. “We are fortunate
we began supplying our usual products and
especially as the Lexmark devices - which
to be partners with manufacturers which
solutions again.
seem very popular - feature apps that allow
revolutionise the pathway of print hardware
for cloud printing etc, as well as other
with new advances and solutions which are
features which compliment agile working.”
like music to IT directors’ ears!”
FUTURE POSITIVE
to support businesses, schools and
Looking ahead, while the business landscape
organisations as much as possible during
remains uncertain thanks to COVID and the
these uncertain times. “To do so we need to
new English national lockdown announced
be nimble with our product offering – as last
on 4 January, Sam is, nonetheless, confident
summer demonstrated! We have taken time
that Lex and the wider sector will thrive in
to research and develop our product lines to
the future.
include products which are predicted to be
Sam adds that Lex’s aim is to continue
“I have confidence that it will
[30] JANUARY 2021
www.dealersupport.co.uk
popular this year, which will support an agile
remain buoyant. As with any industry
and distributed workforce, as well as device
there is competition – changes in the
as a service (DaaS).”
Can you give your customers big business benefits for a small price?
Xerox® VersaLink® family of office printers. Big features. Small price. Built-in security. Offer a true differentiator to customers and new ongoing profitable revenue for you. xerox.co.uk/partners ©2019-2020 Xerox Corporation. All rights reserved. Xerox® and VersaLink® are trademarks of Xerox Corporation in the United States and/or other countries.
REDUCING WASTE
S U S TA I N A B I L I T Y
WASTE NOT Reducing plastic and paper waste has become a more urgent priority for office supplies manufacturers in recent years. As government implements tough targets for reducing packaging, and increasing recycling, the industry is coming up with innovative solutions to the problem
C
oncerns over the environmental effect
(90%). Thus,this is a significant concern that dealers should
of plastic packaging waste have been
look to address when offering suitable recommendations to
growing for years, and the government is
their customers seeking products that form part of a circular
now taking the problem seriously. In 2018,
economy.
under then prime minister Theresa May, the government revealed its strategic
“Modern advances in plastic manufacturing technologies across the industry have helped offset the costs involved in
ambition to ‘…work towards all plastic packaging placed on
related production developments - something which many
the market being recyclable, reusable or compostable by
suppliers would’ve found more prohibitive in the not-too-
2025.’ This supported other commitments to improve the
distant past. Additionally, the use of alternative packaging
environment in the coming years, including an ‘ambition’ of
materials, such as Kraft paper and card from sustainable
zero avoidable waste by 2050 and a ‘target’ of eliminating
forestry sources, is becoming an increasingly common
avoidable plastic waste by end of 2042.
practice.”
The UK government’s December 2018 Resources and
According to Lawrence,the environment has always been
Waste Strategy contained several polices aimed at reducing
a consideration at ExaClair. “By utilising our production
plastic waste, including a plastic packaging tax, which is set to
operations, we are continuing to develop new innovations
begin in 2022. This, along with growing consumer awareness
within our product design and manufacturing processes. Many
of the effects of plastic and other forms of waste on the
of our product ranges already adhere to strict environmental
environment, is driving demand for new packaging solutions.
accreditations, such as FSC, PEFC and the Blue Angel label,
“With an estimated 400 million tonnes of plastic waste
which focus on areas of sustainability and the use of recycled
being generated worldwide every year, a third of which
materials, including plastic waste.” He adds that ExaClair has
is packaging, the demand for offering more sustainable
a growing range of climate neutral and recycled products and
solutions is intensifying as end users are becoming
are also developing a new range of zero plastic filing for 2021.
increasingly aware of future ecological impacts,” Lawrence Savage, marketing manager at ExaClair Ltd, notes. Lawrence adds that working from home is also driving
HOLISTIC VIEW For Dr Liz Wilks, EU director, sustainability, and stakeholder at
this. “In a recent IPSOS survey 75% of UK remote workers
APP, packaging and materials need to be viewed holistically.
highlighted their preference for having a home office
“With plastic, you can extract it from the earth responsibly, but
environment that features eco-friendly credentials as being an
you can’t get away from the fact it cannot be replaced,” she
important, to very important, factor, second only to comfort
says. “You can have biodegradable plastics that can be
www.dealersupport.co.uk JANUARY 2021 [33]
O R G A N I S AT I O N A L G U I D E
REDUCING WASTE
repurposed as pellets, and put back into the system, but
such as corrugated boxes – saving time, energy, space and,
you have to do something fundamental to ensure it doesn’t
in some cases, around 35% in postal costs,” says Mirella
end up in the ocean and other [places] because there are
Andriano, portfolio manager at Sealed Air.
implications of how it will biodegrade. “But if you want a global supply chain, sometimes
To help ensure its products are recycled, consumers are given clear recycling instructions on the back of each Sealed
you have to use plastics and you have to weigh up the
Air Brand Mail Lite envelope. “We’re extremely proud to
functionality of what you are trying to do with what you
be setting the benchmark for environmentally-responsible
are using. With paper, it is a renewable resource, it is well-
mailers that are designed for recycling,” adds Mirella.
managed sustainably in the way it is grown and replaced and is an infinite resource. “Paper can also be recycled and repurposed seven times
CUTTING PLASTIC USE Meanwhile other companies are concerned with cutting their
- from virgin paper right through to packaging - so it has a
use of plastic packaging and single-use plastics, although
longer product extension through different purposes. Even
concerns around COVID-19, coupled with the immediate
at the end, cardboard can be used for artwork and lots of
need for businesses to get orders out of the door quickly,
different things.
has seen this issue take a back seat in the past nine months,
“However, in terms of packaging if you don’t need it, then don’t have it. The first thing is to reduce it if it is not essential; but if it is a key part of the functionality of the product then
according to paper and packaging solutions provider Antalis’ head of business development, John Garner. “It’s been a case of act now, worry about the fallout later,”
paper packaging is one of the easiest options as you don’t
he says. “2021 is the time for businesses, and the public, to
have to transform the supply chain. Plastics do have their
refocus on this very important issue. While a lot of businesses
place; their life can be extended,and there needs to be
have shifted from plastic to paper packaging, other non-
innovative solutions to reuse and repurpose materials that are
wood fibre sources need to be found to support the transition
already in circulation.”
away from plastics. At Antalis, we’re working on a number of projects to see how we can develop packaging products
BECOMING MORE SUSTAINABLE This desire to be more sustainable is driving innovation and
made from sustainable sources. “We are continuously working on reducing our own
change in the industry. For example, packaging company
environment impact as a business, as well as helping our
Sealed Air announced in October 2018 its sustainability and
customers to minimise theirs. Using the services of our Smart
plastics pledge to design and advance its packaging solutions
Packaging Centre we can carry out a review of any packaging
to be 100% recyclable or reusable by 2025. The company
operation and create solutions to improve sustainability for
pledged to accelerate its use of recycled materials, expand
any business.”
reuse models for packaging and collaborate with partners worldwide to ensure execution. As part of Sealed Air’s drive to meet this pledge the
TAX PREPARATION Antalis is also busy preparing for the plastic packaging tax,
company has launched a new range of Sealed Air brand Mail
John adds. “It’s something that will need to be accelerated
Lite mailers. These contain more recycled content than any
over the next 12 months with the new plastic packaging tax
similar product on the market, according to the company.
scheduled to be implemented in April 2022.”
The outer paper sleeve comprises FSC certified, non-coated
The new tax will see manufacturers and importers paying
Kraft paper from responsible forestry, while the inner Sealed
£200 per tonne on packaging materials made from less
Air brand AirCap bubble liner contains a minimum of 60%
than 30% recycled plastic. John says that, for many Antalis
recycled material. Furthermore, the inner liner can be
customers, packaging film is one of the biggest contributors
detached from the outer bubble sleeve, and each component
to their plastic waste so the company is looking at ways to
can then be separately reused or recycled in the appropriate
help them reduce this through achieving better yields - plus,
waste stream.
Antalis will be continuing its research into other options.
“With e-commerce on the rise, people are increasingly choosing to use mailers over larger packaging alternatives
[34] JANUARY 2021
www.dealersupport.co.uk
“We’re currently looking at a solution using recycled film, for example,” he says.
Pilot launches... the writing instruments brand takes a step forward with an initiative that will contribute to fight against plastic pollution. PILOT, is proud to launch into the European market a complete range of pens containing reclaimed ocean plastic, collected from marine environments*. “The problem of plastic in our oceans and on our shores is a worldwide concern. Fighting against plastic pollution is essential and for this reason, we are happy to partner with TerraCycle to create a unique range of pens which contains reclaimed ocean plastic material*”, said Fumio FUJISAKI, CEO and Urban MARTELL, VP Sales & Marketing, of PILOT COROPORATION OF EUROPE. From 2021, the iconic B2P Gel pen will contain ocean plastic within its 89%** of recycled plastic bottles, already used in its composition. And end of January, PILOT will enlarge the B2P range with a newcomer; B2P ECOBALL. A ballpoint pen made of 86%** of recycled post-consumer plastic bottles, including ocean plastic*, with a minimum quantity of colorant additives, and refillable. The B2P pens are a part of the BEGREEN range, the first range of sustainable writing instruments, launched by PILOT in 2006. Made of at least 70% of recycled plastic and refillable, the Begreen pens allow to each of us to save up to 95% of CO2, thanks to the use of recycled plastic, and as soon as the pen is refilled 3 times!
With this initiative, PILOT adds a new R - Recuperating, less plastic in the oceans to reduce pollution - to its sustainable approach, that can be summed up in 4 words: DO BETTER WITH LESS, and that is embodied by its 3-R policy;
recycling,
less waste going to landfills, to turn old into new, by using recycled plastic material to manufacture our pens.
refilling,
less disposable to extend life duration, by making 63% of our ranges refillable to reduce landfilling.
reducing,
less plastic to reduce waste, by using preferably recycled carton material in our packaging. And because sustainability is a part of our DNA, this initiative will concern other markets out of Europe, starting by Japan, the country of origin of PILOT. This initiative is not the final stage of a long journey initiated more than 10 years ago for producing eco-designed pens, contributing to reduce the impact of our products on the Planet, but the starting point of a larger program with concrete initiatives to act against pollution, which will be announced in the coming months.
* from oceans, beaches, rivers, lakes and the banks of those waterways. ** excluding replaceable parts.
PILOT GREEN PACKS the trash can wait! Refilling your pen rather than the bin is now much easier with the PILOT GREEN PACKS Convenient sets of either 10 or 12 pens made from recycled materials with additional refills. At Pilot, we do not expect you to throw away your pen just because you have used up all of the ink, and we encourage the use of refills. Using a refill when the ink runs out, rather than a new pen will extend the products life and further reduce the amount of plactic which would otherwise prematurely go to landfill.
CO2 facts
Using refillable pens and PILOT GREEN PACKS can also help reduce “greenhouse gases” because manufacturing an entire pen produces more CO2 than just the refill components. From the manufacturing through to the end of the product life, it is estimated that using all of the pens and the refills in a PILOT GREEN PACK gives the following cumulative CO2 savings (compared to using the equivalent number of new pens and not refilling them): • B2P GREEN PACK -69% CO2 • G2 GREEN PACK -71% CO2 • V7 CARTRIDGE SYSTEM -81% CO2 • V-BOARD MASTER -75% CO2
LEADERSHIP
GETTING CONNECTED
Getting connected
[36] JANUARY 2021
www.dealersupport.co.uk
GETTING CONNECTED
LEADERSHIP
Increasing numbers of office supplies customers are making their purchases via websites which means that, for dealers, having an effective online sales and marketing strategy is more important than ever before
T
he COVID-19
their online strategies carefully, ensuring
pandemic has
they have clear outcomes in mind; they
changed how many
must commit to providing content for
businesses work –
customers at an individual level through a
for example, through
variety of channels.
widespread working from home – and many of these changes
ENGAGEMENT
are set to be here for the long-term, even
Engagement with customers will be key
after the pandemic has ended.
if dealers are to be successful in their
Home working being more
Engagement with customers will be key if dealers are to be successful in their strategies
strategies. For instance Robert Harper,
commonplace has also changed how many
marketing director at ERP software
businesses purchase office supplies; instead
solutions provider Prima Software, says
assist customers in locating what they
of the traditional norm of supplies being
that customer experience has never been
need, providing upsell opportunities and
bought in bulk and sent to an office to then
of greater importance when it comes to
answering customers’ questions before they
be distributed to employees, it is becoming
c-commerce. “One of the most significant
become hesitations,” he says. “Ultimately,
increasingly common that individual
changes that occurred in 2020 was that
adding the personal human interaction to
employees are buying their own supplies and
customers’ working setup changed,” he says.
your webstore that your customer is used to.”
charging the cost back to the business.
“Working from home has become the new
With many businesses working in
normal and, while we anticipate returning
AUTOMATE EMAIL MARKETING
this ‘new normal’ way, dealers’ sales and
to what we know as the old normal, our
Robert adds that email marketing proved
marketing strategies have to adapt to ensure
customers’ new working environments may
to be one of the key essential channels for
that existing customers are kept engaged
well be here to stay.”
businesses to attract and retain customers in
with the company and its products and new
He adds that this is the reason why
customers are enticed to the business to
it is that essential dealers provide their
ensure that sales are maximised.
customers with an intuitive, easy-to-use and
Dealers will have to harness the internet
2020. “According to a survey carried
feature-rich online ordering platform that
and social media effectively in order to
includes the latest in communication tools.
gain new and retain existing customers. No
“A live chat facility enables you to quickly
longer will generic posts on sites such as Twitter or LinkedIn be enough as consumers - especially younger ones - are increasingly digitally savvy and will look elsewhere for products quickly if they do not find what they want, or feel valued by the dealer. So dealers will have to consider
www.dealersupport.co.uk JANUARY 2021 [37]
LEADERSHIP
GETTING CONNECTED
emailing campaigns,” he says. “Campus is
Using chatbots is growing in popularity
another option that can work well for the
maximise their customer communications. “An increasing number of businesses
educational sector, while Dreamweaver may
are integrating customer relationship
offer a more sophisticated solution for those
management systems, such as Saleforce, in
who have slightly higher HTML skills.”
an attempt to collate and organise customer data. Enriching effective product content
GOING BEYOND
throughout various distribution channels is
Lawrence adds that, with an increasing
also imperative, and service providers like
out by McKinsey and Company, email
amount of people adopting a more
FushionPlus Data are ideal for ensuring this.
marketing is 40 times more effective than
nomadic working lifestyle, a growing
social media,” he says. “Customer offers,
number of dealers have been seeking to
popularity; a report from Juniper Research
competitions, recommended products
develop their communication channels
predicts that retail spend through these
and voucher codes are just some of the
when reaching out to their customer base.
online chat apps will reach $142 billion by
approaches to drive traffic to your webstore.
“They recognise the importance of going
2024, representing an average annual growth
beyond the sales methods usually deployed
of 400% since 2019.”
“While effective, there’s no denying
“Using chatbots is also growing in
that creating and monitoring an email
in the traditional bricks and mortar store
marketing campaign can be time-
environment,” he says. “Additionally, finding
giving careful consideration before choosing
consuming. Therefore, automation is
new customers can be more difficult under
an option to use. “With so many solutions
tremendously advantageous when running
these circumstances, so the significance of
available, it’s essential to explore all options
your campaigns. It’s imperative that your
strengthening relationships with, and the
that best suit your requirements and budget
ERP system can integrate directly with
loyalty of, existing customers is magnified
before committing.”
your email marketing platform, enabling
during these times.
you to efficiently manage mailing lists and campaigns and to monitor success rates.” Lawrence Savage, marketing manager
“The key to this is focusing on the interactive and personalised elements for customers when implementing these
at ExaClair, a manufacturer and wholesale
alternative methods. In addition to
distributor of stationery, agrees that email
ecommerce sites, there are a wide variety
marketing can be effective – and also agrees
of tools available that can help dealers
that it should be digitised. “Platforms like Trello or Hootsuite can be useful for managing and scheduling online collateral, such as imagery or video content. Other software packages, such as Mailchimp and Eshot, can be used to produce effective
[38] JANUARY 2021
www.dealersupport.co.uk
However, Lawrence also advocates
C O M M U N I C AT I O N
SALES SUCCESS
It’s good to talk The COVID-19 pandemic has meant office workers have used communications systems like video conferencing as never before – but what will 2021 bring to the comms party?
W
hile the news about the rollout of a vaccine for
Konftel’s regional sales director UK, Jeff May, revealed how high-
COVID-19 has been met with enthusiasm by
quality conferencing has become the de facto standard for business-
the UK public, and given hope that we may be
critical meetings, where ‘you only get one chance to make a good first
able to return to a more ‘normal’ way of living
impression’. “Even with a vaccine, the general consensus is that more
sometime in 2021, it seems that some people
flexible ways of working are here to stay,” he says. “It won’t go back to
do not want to go back to pre-coronavirus days
the way it was before. It’s forever.”
in terms of working practices. Some 11.8 million UK workers — 57% of people — do not want
The webinar’s ‘hybrid work environment’ presentation featured industry research from leading analysts, including Frost
to go back to a ‘normal way of working in an office environment with
and Sullivan. This showed that, prior to the crisis, 95% of people
normal office hours’, a recent survey of 2,000 employees by Theta
around the world were office-based, compared to just half during
Global Advisors found. It also reported that about 50% of employees
lockdown restrictions. Furthermore, over 30% of employees
said that working from home during the pandemic made them realise that they had a poor work-life balance before lockdown, and they do not want to return to this after it is over. There were similar findings at a recent webinar, from manufacturer Konftel, to help resellers and their customers adapt to a ‘seismic market change’. It was reported that business travel is likely
Quick fixes are not the answer. Get the basics right first
to take up to three years to reach pre-COVID levels; meanwhile, video and audio conferencing sales explode.
www.dealersupport.co.uk JANUARY 2021 [39]
SALES SUCCESS
C O M M U N I C AT I O N
indicated that they will continue to work from home in the future, a six-fold global increase from the beginning of 2020. “The pandemic has demolished traditional distance working barriers, and businesses have embraced a more open attitude which has seen us take a huge leap forward along the digital journey,” says Jeff. “The world of work may never go back to the way it was before, as more hybrid patterns emerge. It’s almost a revolution in our living and working life.”
The general consensus is that more flexible ways of working are here to stay. It won’t go back to the way it was before. It’s forever.
Jeff adds that other studies show that up to 70% of people want to continue working from home in some capacity. “Massive behavioural
“New ways of communication literally transformed people’s
change has taken place, with 91% of people globally saying they
lives - but, without the correct infrastructure and increased
use video when working from home. Cost-effective conferencing
knowledge to utilise additional features and functionality, not all
technology - that enables people to work as effectively as they do in
the benefits were achieved.
the office - is crucial.” Increased remote working, offices needing to adapt to more
“If you look at Office 365 in the education sector, it’s not always used to its full capacity. I think education and training has been
social distancing in meeting rooms and business travel dramatically
lacking in some areas. This year we are putting a big focus on this to
reducing, pushing meetings online, are some of the biggest current
enable more people to utilise the skills and tools that are already in
changes. “In the past we always wanted to get dressed up and make
place for them.
our best impression face-to-face - but that’s not possible anymore,”
“A lot of tools are available; it’s just that people don’t always know
adds Jeff. “Cameras have replaced suits, but we’ve still got to look and
how to use them. Big investment in technology can sometimes be
sound our best.
seen as a way to revolutionise and change the world overnight for
“Simple, easy-to-use, dual purpose, powerful and portable
an organisation. But the reality is often quite different because they
solutions, for the home as well as office, are the way forward; hybrid
have not had the proper training to maximise the full features. This
working is the way forward.”
happens too often; people need to see the bigger picture.” David believes that interactive touch screens in education
NOTHING WITHOUT INFRASTRUCTURE
will continue to flourish in 2021, along with remote learning.
However, while communication systems may be increasingly
“Technology, ultimately, relies on good infrastructure - this needs to
important, they require the right infrastructure to ensure that they
be considered. It’s not just about the front-end equipment and the
can be utilised to their full potential.
bells and whistles; it’s what sits behind it.
“Last year saw an explosion of working from home, and even
“The whole UK infrastructure needs to be looked at. There’s a
learning from home, as the world adapted to the COVID crisis,”
massive amount of work to be done. In a simple way, it’s a bit like
says David Silous-Holt, managing director of Blue Orange, which
our transport network; throwing more cars on the road only adds to
specialises in IT support and hardware supply services to businesses,
problems if the infrastructure is not up to scratch. Quick fixes are not
schools and colleges across the country.
the answer. Get the basics right first.”
[40] JANUARY 2021
www.dealersupport.co.uk
E: sales@ctstonersupplies.co.uk T: 01543 474920
50 years of excellence Celebrating
www.ctstonersupplies.co.uk
Supporting the Home Worker
FromTrade classroom to conference, Only Distributor of top selling inks ideal for home workerfrom fromthe essay to easel, workshop to wedding. Supporting you always with quality, innovation and performance.
in the UK
Delivery Service Direct to your Customer Picked, Wrapped & Delivered
www.pentel.co.uk
We will send the goods straight to your customer under a plain label delivery note which can also be fully customised to include your full colour company logo and details.
Don’t miss our fantast ic ba t o school of fersck!
COLOP E-MARK® A NEW ERA FOR STAMPS + „PLUG AND PLAY“ + MULTICOLOUR IMPRINTS + SOPHISTICATED APP FOR UNLIMITED IMPRINT DESIGNS + DATE, TIME AND NUMBERING GENERATOR
19 04 2025
John Miller
+ QR-CODE AND BARCODE GENERATOR + CUSTOM IMPRINT DESIGNS + READY-TO-USE STAMP DESIGNS + SPECIAL FEATURES AND FUNCTIONALITIES
ABLE AVAIL ! NOW emark.colop.com
MULTI-COLOUR
USB
WIFI
Unit C2, Matrix Point, 59 Mainstream Way - Birmingham - West Midlands - U.K. B7 4SN - 0121 622 8900 - sales@colop.co.uk
SALES SUCCESS
C O M PAT I B L E S
Compatibility test
Many businesses are increasingly concerned about their environmental footprint - one way to reduce this is to use compatible ink cartridges in their printers
F
or many businesses,
demonstrating their environmental
are still a regular order for many businesses
in a wide variety of
awareness by reducing their carbon footprint
from their office products supplier.
sectors, corporate
- doing things like using less packaging, and
social responsibility
recycling more.
is an increasingly
empty, it is often thrown away without a second thought and they generally end up
in offices is often overlooked – the humble
in landfill sites. Empty ink cartridges are
what they do – consumers are looking for
printer ink cartridge. While the ‘paperless
not recyclable and, therefore, can have a
companies that not only have good products
office’ was touted for many years, it has never
significant environmental impact, as Tony
or services but are also seen to do good as
come to pass; many documents still require
Speed, sales manager at Dynamic Cassette
well. Often, this takes the form of businesses
printing, which means that ink cartridges
International (DCI) - a manufacturer of
[42] JANUARY 2021
important part of
One way of reducing waste and recycling
However, once an ink cartridge is
www.dealersupport.co.uk
C O M PAT I B L E S
remanufactured inkjets and toners based in Boston, Lincolnshire - explains. “In Europe 60% of empty toner and inkjet cartridges end up in landfill or being incinerated.” This equates to millions of cartridges ending up being thrown away each year; when you consider that to manufacture an original toner cartridge takes about 3.5 litres of oil, their environmental impact is clear to see. But it does not have to be this way; using compatible ink and toners – which use recycled cartridges – in printers can help to reduce waste and help to increase a business’
SALES SUCCESS
environmental benefits and value needs to
How can we continue to justify purchasing new, single use, products when an alternative exists?
environmental credentials.
be emphasised by dealers when talking to customers. While the outlook for businesses in many sectors is uncertain due to the ongoing COVID-19 pandemic, Tony says that he expects the market for remanufactured cartridges to continue to grow in 2021 and beyond. “The market share is 90% in favour of the OEM, so the opportunity always exists for the aftermarket to grow especially for the environmentally-focused remanufacturers and their brands.”
“How can we continue to justify purchasing new, single use, products when
33870 etc. The products are guaranteed
SUSTAINABLE PRINCIPLES
an alternative exists?” says Tony. “Opting
by the remanufacturer to aid consumer
One manufacturer that adheres to
for remanufactured cartridges supports the
confidence and mitigate any perceived
sustainable principles is Katun, according
reuse and recycling message, saves CO2
issues. The result will be a high quality,
to Kim Bryant, EAME marketing
emissions and natural resources such oil and
environmentally friendly and cost-
communications manager at the company.
aluminium that are part of the process to
effective alternative that delivers a lower
“We actively participate in the circular
make new cartridges. Also consider the three
cost-per-print.”
economy by selling remanufactured or
litres of plastic required to produce each new
However, Tony warns resellers to check
refilled imaging supplies and machines that
toner cartridge and, if that new cartridge
carefully where their cartridges come from
provide our dealer and distributor customers
goes to landfill, it will take more than 500
– as that could negate the environmental
with high quality, cost-effective replacement
years to decompose.”
benefits of it. “I would recommend that
parts,” she says. “We pioneered the way by
any distributor, wholesaler or reseller in
introducing the refilled-OEM cartridge
VIABLE OPTION
the UK using a remanufactured cartridge
concept in 2008, and have gone on to
Tony says that, while the office products
researches the product origin in order
introduce several more versions for various
industry has faced challenges in 2020,
to confirm the exact location where the
applications - saving an abundance of plastic
the COVID-19 pandemic, and resulting
physical factory is based, and subsequent
waste from landfill. Katun also makes every
global supply chain issues, have provided
brands/products produced,” he says. “The
effort to offer eco-friendly options across
an opportunity for consumers to switch
true environmental benefits of using a
services and programmes to allow customers
to a non-original consumable. “Generally,
remanufactured cartridge are negligible
to make ‘green’ choices.
though, there is growing focus on the
if the product is coming from Africa or
environment and how we all can make
Asia due to the reserve logistics involved
are rigorously tested to ensure that their
green choices. This creates momentum
in the process, and the resulting additional
performance meets, or exceeds, that
against single use products, so an
carbon footprint in the supply chain. Local
of the OEM equivalent. Therefore, not
environmentally-friendly, remanufactured,
manufacturing results in local jobs, and
only do Katun products help protect the
cartridge is a viable choice,” he says.
revenue going back into the local economy
environment, there is also no compromise
– which equals circular economy ‘saving
on quality or service to the end-user.”
In order to be a viable and credible choice the remanufactured cartridges need to match, or exceed, the OEM page
resource, creating jobs’.” Of course, it isn’t just about reducing
“Katun’s remanufactured products
Kim adds that, in response to an increased demand for, and focus on,
yield and quality output, Tony adds.
carbon footprint – compatible ink is
sustainability from customers, Katun plans
“Most brands will be in line with the
often appreciably cheaper than its OEM
to expand its range of eco-friendly products
industry standards such as ISO19752, DIN
equivalent, and this combination of
and services in 2021.
www.dealersupport.co.uk JANUARY 2021 [43]
SALES SUCCESS
TEABREAK
LIVE IT Life hack Anybody who eats boiled eggs knows the frustration of having one crack – but throwing a little vinegar into the boiling water will keep the egg whites from seeping out. The vinegar also eases the peeling process when you’re ready to eat them.
CAPTION COMPETITION
THUMBS UP Picture perfect As reported by BBC News, a wedding album that was lost for about 20 years has been reunited with its rightful owners after a woman found it in her loft. The pictures of Colin and Helena Hutt’s special day were found by Vi Shawyer in her Plymouth home. She then posted about it on a local Facebook group. The couple were reunited with the album after it was shared nearly 8,000 times. Mr Hutt said the couple, who have been married for 39 years, were “absolutely over the moon” to have the album returned.
Quote of the month “Those who dare to fail miserably can achieve greatly” – John F. Kennedy –
[44] JANUARY 2021
www.dealersupport.co.uk
TEABREAK
Did you know?
SALES SUCCESS
?
If you thought Meghan Markle’s wedding veil was long, read this! There’s a woman in Cyprus who set the Guinness World Record for the longest wedding veil. How long was it, you ask? Nearly 23,000 feet, which is the same length as about 63.5 football fields!
PUB QUIZ
1. How many teeth does an adult human have? 2. What is the largest bird of prey in the world?
Dressing for the occasion Want to look good for a Zoom meeting, but don’t want to get too dressed up? A
4. Who is fifth in line to the British throne? 5. What is the biggest state in America? Answers: 1. 32 2. Andean Condor 3. Badminton 4. Prince Louis 5. Alaska
Knock me down with a feather
3. In which sport would you use a shuttlecock?
What a wonderful world
Japanese apparel company has brought a whole new meaning to the phrase
Prepare for blast off
‘smart-casual’ by creating a ‘pajamas
NASA has started assembling the first Space Launch System (SLS) rocket
suit’ that’s meant to resemble office
on a launch platform ahead of its maiden flight this year, according to BBC
attire but feel as snug as sleepwear,
News. The SLS is the giant rocket that will send US astronauts back to the
Reuters has reported. Aoki Holdings
moon this decade - with the first crewed landing targeted for 2024 - the
is marketing the navy, beige, black
rocket is scheduled to make its debut in November 2021. Engineers in
and dark grey suits for both men and
Florida have begun stacking the segments that make up the vehicle’s two
women as ‘more than pajamas and less
solid rocket boosters. The SLS consists of a giant, 65m (212ft) long core
than fashionable clothes’. Sold as suit
stage, with four engines flanked by the twin solid fuel boosters. Together,
separates, the jackets are knit cardigans
these produce a massive 8.8 million pounds (39.1 meganewtons) of thrust
and can be mixed and matched with
that can project astronauts into orbit; the rocket subsequently hurls them
elastic-waist trousers designed for
towards the moon.
sitting for long periods.
www.dealersupport.co.uk JANUARY 2021 [45]
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
The good Father rings in the new year with yoga classes, breathalysers and, of course, a lot of Zooming! he start of the new
everyone motivated and still feeling part of
bought a breathalyser to test the staff at
year can be a strange
the team. We’ve started a yoga class every
home - and in the office. Some people in
time in the office
lunchtime run by our head of marketing
the village have said that the sight of her
products industry. The
and logistics and HR and purchasing and
parading around in her fishing waders and
holiday festivities have
warehousing, Mrs O’ Reilly. You can hear
gas mask with a breathalyser is too much
been and gone, we’ve
when her class has started because of the
to handle in these times, and have started
all put on a bit of weight and we begin to
squeals, groans and flatulence - but it’s worth
drinking because of it.
look forward to another exciting year of new
the noise to see everyone skipping around
Our buying and marketing group,
innovations and products to brighten up the
the office in a flexible manner. Some of the
Office Standoffish, have been having weekly
industry - only to end up disappointed when
guys are straddling their desks and using the
Zoom calls with all of the group members.
customers refuse to buy any of them, and we
computer with their feet; others are placing
It started off as a way of rallying the troops,
end up selling the same products we did in
orders with the suppliers from inside their
and keeping everyone happy, and it’s ended
1978. It’s going to be another unusual year,
pedestal drawers. The guys who are working
up as a competition to see who can moan
and will be tough going, so it’s important we
from home don’t really seem to move much,
the most about deliveries and damages.
all look after ourselves, look on the bright
and Mrs O’ Reilly is convinced that they are
Sometimes it ends up with everyone
side of life and embrace the new challenge!
using cardboard cut-outs in the Zoom calls.
laughing and, in many ways, that’s the best
T
Some of the staff are working from
It’s important that we don’t allow
home and a few are still in the office, so
everyone to consume too much alcohol
we came up with all sorts of ideas to keep
during this time, so Mrs O’ Reilly has
[46] JANUARY 2021 www.dealersupport.co.uk
we can do at the minute. Happy New Year office suppliers, and stay safe!
FINAL WORD
SALES SUCCESS
VAT loophole closes on foreign online cartridge sellers Now we are through the Brexit transition period the government has introduced a new model for the VAT treatment of goods arriving in Great Britain from outside of the UK that will ensure that UK businesses are not disadvantaged by competition from VAT-free imports
T
he new model
that HMRC investigated sellers that were
addresses the
clearly not compliant before January 1.
problem of overseas
“The government has done a great job
sellers failing to pay
of finally flushing these cheats out of the
the right amount
undergrowth,” he said.
of VAT on sales of
goods that are already in the UK at the
Here are the relevant key measures:
point of sale.
For imports of goods from outside the
The change was made further to a
UK in consignments not exceeding £135
report by the Commons Public Accounts
in value (which aligns with the threshold
Committee in 2019 which found that
for customs duty liability), the point at
thousands of, mainly Chinese, sellers
which VAT is collected shifts from the
were evading the tax by using fake VAT
point of importation (import VAT) to the
numbers and shell companies to sell
point of sale (supply VAT) which will put
products in effect tax-free.
the onus on online marketplace companies
“Since 1st January 2021, online prices advertised by many non-UK businesses
Steve Clayton CTS Toner Supplies ltd
such as Amazon and eBay. For goods sent from overseas and
The abolition of low value
have increased by around 20%. This
sold directly to UK consumers not
consignment relief, which relieves import
reveals the huge cost to the taxpayer over
through an online marketplace open
VAT on consignments of goods valued at
a long period of time, something we could
market purchase (OMP), the overseas
£15 or less, will position UK retailers more
really do without in the current climate,”
seller will be required to register and
competitively for inkjet sales.
said Steve Clayton, MD of CTS Toner
account for the VAT to HMRC.
Supplies Ltd.
For goods in the UK at point-of-sale
This measure, and the £135 threshold on imports, covers the majority of low
HMRC estimated that the fraud across
sold by an overseas seller through an
value online cartridge sales and is a
all online sites could be losing the taxpayer
OMP for sales of goods irrespective of
massive fillip for our customers, UK
more than £1 billion a year. Richard
value the responsibility for accounting for
retailers – and, especially, online sellers -
Allen, of the group Retailers Against
VAT will move from the overseas seller to
who will now be more competitive against
VAT Schemes, said it was imperative
the OMP.
Chinese e-tailers.
www.dealersupport.co.uk JANUARY 2021 [47]
INDUSTRY NEWS AND INSIGHT Make sure your team are up to speed with the latest industry developments Sign them up now at www.dealersupport.co.uk
dealersupport.co.uk/contact | info@intelligentmedia.co.uk
