Dealer Support April 2022

April 2022

Issue 320

New Post-it® colour collections available!

inspiring success

BREAKING DOWN THE BARRIERS

Diversification doesn’t have to be difficult

MANAGING A WORLD OF PRINTING CHOICE Helping customers choose the right MPS

HOME IS WHERE THE HARTY IS Thombequ’s journey back to its founding family

2022

Join us at DS LIVE THE industry event for all UK dealers

PUT THIS IN YOUR DIARY 20th October 2022 Coventry Building Society Arena, Coventry

FROM THE EDITOR

Focus on the positives DEALER SUPPORT APRIL 2022 ISSUE 320 STEVE CLAYTON CARA HARTY MARK WILKINSON

That COVID restrictions have been lifted, and could be a thing of the past, is good news. But in their place is, is a whole raft of other issues that are concerning the sector and tempering the feelings of optimism that have been generally growing among dealers this year.

In our BIG ASK we look at how Brexit has affected the sector. While it appears clear the extra regulations due to Brexit are having a negative effect for many, and will continue to do so, this is just one of several worries for the sector currently, which also include the rising costs of energy and a paper shortage, to name but two.

Nevertheless, optimism still abounds! While there are significant current worries for the sector – which, it seems, will be with us for some time to come – there are still many opportunities for dealers to take advantage of. At Dealer Support we have been advocates for diversification for a long time and, while many dealers have made a success of this in recent years, some remain more hesitant. In our feature this issue manufacturers and dealer groups explain how dealers can diversify into new product lines – and how it doesn’t have to involve large amounts of money or time to do it. As one of our contributors says, it doesn’t have to be complicated!

Dealers also have plenty of opportunities in the product areas that are growing post-pandemic. For instance, training is back on the agenda for many businesses but, as with many aspects of office life, COVID has changed this, and employees now have different expectations of both their training and the facilities it’s conducted in. The new emphasis is on flexibility, collaboration and multimedia – and dealers have a key role to play in advising customers on the best products to suit their needs.

Similarly, post-pandemic, there is more emphasis on employee wellbeing – and the ergonomics of their office furniture is a key part of this. We explore how dealers can step in to provide everything from chairs to monitor risers to ensure employees are as comfortable and productive as possible.

After the past two years dealers should have no trouble in facing up to uncertain times and finding new or different ways to sell to customers and keep on themselves in the black – the opportunities are out there and this issue will help you to focus on what works best for your customers and your bottom line.

As always, don’t forget to check our website regularly for all the latest news from the sector, chat to us on our Twitter feed and let us know your opinions at @dealersupport April 2022

New Post-it® colour collections available!

Issue 320

inspiring success

BREAKING DOWN THE BARRIERS

Diversification doesn’t have to be difficult

MANAGING A WORLD OF PRINTING CHOICE Helping customers choose the right MPS

HOME IS WHERE THE HARTY IS Thombequ’s journey back to its founding family

Dan Parton Acting editor

ACTING EDITOR Dan Parton

CREATIVE TEAM Amanda Lancaster

HEAD OF SALES Matthew Moore

DIRECTOR Vicki Baloch

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Issue 296

STEVE MCKEEVER

MARKETING

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February 2020

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PHIL JONES

OEMS AND MPS

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ISSUE 296

January 2020

DEALER SUPPORT FEBRUARY 2020

Issue 294

DEALER SUPPORT JANUARY 2020

DEALER SUPPORT DECEMBER 2019

Decemebr 2019

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IT PREDICTIONS FOR 2020 What to expect for the year ahead

PHIL JONES Brother UK’s MD talks learning and leadership

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APRIL 2022

Contents INDUSTRY 06 NEWS AND VIEWS

The latest news and views from across the industry

10 NEWS EXTRA

Young workers want more from their office time

12 SETTING THE TONE

CTS’ Steve Clayton is optimistic about the toner market

10

14 BREAKING DOWN THE BARRIERS TO DIVERSIFICATION PART ONE Diversification doesn’t have to be difficult

20 BREXIT ONE YEAR ON

What effect has Brexit had on the sector?

24 EDUCATING THE EDUCATORS

Dealer opportunities are plentiful in the education sector

DEALER SUCCESS 28 HOME IS WHERE THE HARTY IS

20

Thombequ’s journey back to its founding family

LEADERSHIP 32 MANAGING A WORLD OF PRINTING CHOICE Helping customers choose the right MPS

SALES SUCCESS 35 ARE YOU SITTING COMFORTABLY?

Employees want more from their office furniture

38 TRAIN TO GAIN

Training is back on the agenda - but expectations have changed

28

LIVE IT 40 LIVE IT

Take a break and enjoy some light-hearted fun

42 FATHER P CLIP

The good Father waits anxiously to see if he is an award winner

“‘Diversification’ is as simple as providing a product that their customer wants”

43 FINAL WORD

Focus on packaging to achieve climate goals

16

INDUSTRY

T H E M O N T H T H AT W A S

THE MONTH THAT WAS Office Power granted Stationers’ Company Warrant for 2022 Office Power has been presented with a

and support services are solving everyday

Stationers’ Company Warrant for 2022 in

problems for their dealers,” said Christine Greer,

recognition of the consistent high-quality

chair of the Warrants’ Committee. “Therefore,

service it delivers to its dealer partners.

it’s with great pleasure that the judging panel

Launched in 2014, the Stationers’ Warrant

extends the Warrant for Office Power as they are

scheme is a mark of excellence within the

tapping into timely and transformative ways to

communication and content industries. This

advance their product and service in the ever-

is the sixth time Office Power has received

changing office products industry.”

this accolade since it first entered, back in

Richard Sinclair, COO of Office Power, was

2016; it is delighted to be recognised for its

pleased to accept. “Office Power has held the

continued dedication to the advancement of

Stationers’ Warrant for the last six years and

its technology and support services.

we are honoured to maintain this stamp of

“Office Power has proved, once again, that its commitment to innovating its technology

approval as a real testament to our vision and hard work,” he said.

The Navigator Company increases paper prices in Turkey

Government rolls back on EPR

The Navigator Company has increased its Uncoated Woodfree Paper

The Department for the Environment,

prices in Turkey by 8-12%, for all dispatches. Reflecting the volatility of the

Food and Rural Affairs has announced

current market conditions, Navigator will revise the situation continuously,

that extended producer responsibility

and price lists will have a maximum validity of two months. In addition,

(EPR) will NOT be rolled out from 2023,

Navigator said that it will not be able to keep the usual four-week pre-

following a consultation.

notice for price list changes.

The decision means that the current

This decision was taken due to the unprecedented times the

packaging recovery note system will continue

market is experiencing, with a continuous cost increase in all relevant

throughout next year and the government will

manufacturing inputs as well as logistics, an unparalleled order book and

set recycling targets for the 2023 compliance

several abnormal disruptions that are limiting supply.

period. The government’s full response to

The company will continue working to reinforce its partnerships

the consultation – which received more than

with its clients and strengthening its value proposition across several

1,200 entry submissions – had not been

dimensions; it very much appreciates the support provided by its large

published at the time of writing.

and loyal customer base.

[06] APRIL 2022

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INDUSTRY

T H E M O N T H T H AT W A S

VOW Wholesale partners with eco-friendly brand, The Cheeky Panda VOW Wholesale has introduced eco-friendly bamboo paper brand The Cheeky Panda into its portfolio as part of its wider green commitment; VOW Wholesale will now stock a wider variety of sustainable choices, from toilet paper to straws, which will be available for next day delivery. ”VOW Wholesale has ambitious sustainability targets and we’re on the lookout for brands that are in line with our goals. We want to make a difference, not just directly but through and for our customers,” said Helen Wade, VOW’s new business director.

“The Cheeky Panda offers our customers everyday sustainable alternatives. Our new partnership will help us to continue providing the best service to our customers while also expanding our ecofriendly offering.”

BOSS concern over printing ink chemical controls BOSS Federation has added its voice to concerns over government proposals to ban two chemicals used in printing ink later this year.

As a member of the Graphics and Print Media Alliance (GPMA), BOSS has cosigned a letter written to the Home Office

Integra announces partnership with Beeswift

with concerns that two chemicals used

Integra has has partnered with Beeswift, a manufacturer and wholesaler of

(GBL) and 1,4-butanediol (BDO) - which

PPE and workwear; this addition to Integra’s supplier portfolio strengthens

will mean that industrial users will require

the group’s diversification programme and broadens the opportunities

a controlled drugs licence from 15 June.

available to members.

The letter aims to open dialogue with the

Beeswift not only boasts a significant level of stock held at its Birmingham-

in printing ink are due to be banned by law. Unless something is done, the tighter controls will impact gamma butyrolactone

Home Office over the proposed ban, with

based warehouse, but also an in-house embroidery and badging facility that

the hope that the issue can be addressed

provides members with a ‘one stop shop’ solution. A dedicated account

ahead of the proposed start date.

manager, supported by a customer service team, will give dealers the support

It has been reported that the Home Office

and knowledge they need to confidently step into new categories or industries.

initially thought that fewer than 70 print

In order to increase sales and customer awareness, members will

companies would be affected by this

have access to a range of marketing facilities including Build a Brochure,

change in the law, but the GPMA’s letter

Create a Quote and Create a Flyer. In addition, every product has its own,

claims that more than 4,000 companies

downloadable specification sheet and, in line with Beeswift’s ISO 14001

use such inks.

accreditation, packaging and waste information.

[08] APRIL 2022

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APRIL 2022 [09]

INDUSTRY

THE MONTH THAT WAS

NEWS EXTRA Younger workers want to be in the office, but need more out of it Research shows younger workers want to be in the office more, but need to get more out of their time there

T

he pandemic has

a negative impact on their future

the workspace is extremely, or highly,

changed the way

professional prospects and, according

important, compared to 69% of

many people

to Steelcase’s research, 42% of younger

Boomers and Gen X. Additionally, 44%

work and also

generations view advancement as a

of younger employees say they perceive

inspired many

key benefit to the office, versus 31% of

the office to be more valuable now than

to quit their jobs

older generations.

prior to the pandemic, compared to

- a phenomenon known in the media

In addition, younger generations

28% of older workers.

as ‘The Great Resignation.’ It seems

prioritise the office environment

But there is a caveat; both the space

that younger people – Millennials and

compared to older generations, with

and the culture need to provide more

Generation Z – are more likely to leave

74% of Millennials and Gen Z saying

than the pre-pandemic office did.

their roles than their older Boomer and Generation X contemporaries. Research

by Steelcase of 5,000 employees

WHAT YOUNGER WORKERS WANT

globally found that Millennials and Gen

Steelcase’s research uncovered five

Z workers are 65% more likely to leave

things younger workers say are most

their companies within the next six

important in their office spaces,

months as compared with Boomers and

compared to pre-pandemic. All of these

Gen X staff. This means that businesses

elements scored significantly higher

need to look for ways to encourage

among younger generations.

younger workers to stay in post – and the office could play a crucial role in this, according to the research.

Across the board, younger

1

People want more

4

Sustainability of office furniture Younger generations: 58%

Older generations: 38%

5

Storage lockers Younger generations: 47%

Older generations: 31%.

collaborative spaces

Younger generations: 69% more

Steelcase’s research found that,

generations have a comparatively

important than pre-pandemicemic

overall, those who like working from

more favourable view of the workplace,

Older generations: 60% more

their office more are significantly less

what it can provide, and why they feel

important than pre-pandemic

likely to leave and are significantly more

the need to be there; they look to the workplace as a resource - a place with the proper tools, higher levels of access totechnology and the best place to be recognised for possible advancement.

Indeed, younger generations approach remote work policies with caution. They believe that being out of the office more days could have

[10] APRIL 2022

www.dealersupport.co.uk

2

engaged, productive and connected Privacy

to their company cultures, regardless of

Younger generations: 68%

generational differences. Millennials and

Older generations: 53%

3

Gen Z are the fastest growing segment of workplace talent, so it stands to reason

Flexibility of furniture

that companies must act now to provide

Younger generations: 59%

the culture and space needed to attract

Older generations: 45%

and retain those key performers.

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INDUSTRY

S T R AT E G Y I N T E R V I E W

Setting the tone After a rollercoaster couple of years in the toner market, CTS’ STEVE CLAYTON is looking forward more optimistically to the remainder of 2022

A

s with the rest of the wider office

in higher end printer and copier machine consumables

equipment sector over the past two

sales due to office lockdowns. The net result, from CTS’

years, it has been a turbulent time

perspective, is that demand is now at about 90% of

for the toner market but as Steve

pre-pandemic levels for toner only. Printing volumes

Clayton, managing director of CTS

are on the decline in general, though there are always

Toner Supplies, happily notes, optimism has returned to

opportunities with bulk ink and laser toner printers

the market recently.

becoming more popular; there is renewed interest

“The UK – as with the rest of Europe – reported a

in re-manufactured consumables and managed print

decline of above double-digit percent of new hard copy

solutions’ higher yield cartridge opportunities. The A3

sales in 2021 compared to 2020, due to manufacturing

market also offers increased demand, with new and re-

constraints and logistical issues, and this followed a

purposed devices going to market; this should drive a

disappointing 2020,” he says. However, Steve also points

ramp-up in copier consumables sales.”

out that the UK was one of the few countries with an increase in A3 device sales in the second half of 2021,

CHANGING TRENDS

according to IDC. “While this is likely to cause a dip in

Trends in the market continue to change as the country

demand in future months and years, we are confident

recovers from the pandemic, says Steve. “During the peak

there is latent demand still to be satisfied as OEMs

of COVID there was a noted shift from laser to inkjet due to

return to normal manufacturing levels – hopefully soon.

the obvious increase in homeworking. We have seen some

“The SOHO market for toner and inkjet has increased demand due to homeworking and home schooling, which helped to counter the fall experienced

[12] APRIL 2022

www.dealersupport.co.uk

reversal of this, even though there is more permanent working from home or flexible working.

“More than ever, dealers are requesting aftermarket

S T R AT E G Y I N T E R V I E W

INDUSTRY

perspective,” he says. “Human in terms of customer

Added to this is the level of service from both a human and technical perspective

support from our dedicated customer services and account management teams; technical in being able to streamline transactions and invoicing through modern, front-end websites and back-office EDI. We have heavily invested in people, technology and infrastructure allowing us to offer a professional service, hold the required levels of stock for

cost-saving alternatives for new printers on the market;

next day delivery and maintain excellent relationships.”

this is another sign of how many businesses have spring-cleaned and proactively looked at reducing

IMPORTANCE OF SUSTAINABILITY

their operational costs. This means we have needed to

Customers have also increasingly been prioritising

react very quickly to new requests – which is sometimes

sustainability, Steve adds. “We are in discussions with

hindered by more complex research and development as

our manufacturing partners and certain components

printer technology moves on. We are now accustomed

of the finished products are becoming more eco-

to trends happening within a much faster timeframe,

friendly,” he says. “Also, general manufacturing

PPE being one prime example of this but, more

processes - such as making use of rainwater harvesting

recently, paper products also due to events in Ukraine.”

and solar panels for energy - are becoming more

He adds that customers want to get an aftermarket consumable much more quickly than previously expected.

prominent for further efficiency.

“Finally, with the plastic packaging tax being

“It’s a sign of the times - wanting to reduce costs and

enforced on 1 April, and knowing that the HMRC are

recycle or reuse.” CTS has seen more requests recently for

looking to promote and drive producers away from

compatible new build and remanufactured product types.

the use of virgin plastics, we are in discussions with our

“We have also added a substantial mapping of new lines

partners to start reducing - or completely eliminating

to provide all possible options to our customers.”

- plastic packaging where possible using alternatives

Managed print services are also evolving post-

such as kraft paper. We are also looking into providing

pandemic. “We are working with select dealers on our

paper from harvest waste by-products and, considering

brand-agnostic managed print solution, ever conscious

current worldwide shortages, this may be a prime time

of larger OEM brands offering a direct route to the end

to consider a more environmentally-friendly option.”

customer and cutting out the dealer,” he says. “Desk top ink printers and small laser devices are becoming

LOOKING FORWARD

increasingly sophisticated; with many businesses now

It is the paper situation that is tempering Steve’s optimism

operating on cloud-based solutions, managed print – and,

for the sector - well, sort of. “Our hopes are that, in the

indeed, secure audited print – is moving out of the domain

short-term, the country doesn’t run out of paper and the

of dedicated copier dealers and into more general office

demand for us to supply toner and ink does not dry up!”

dealers. We think we have a good scalable and cost-

he laughs. “Joking aside, the number of printed pages in

effective solution to support our customer base and we

the UK should reach a plateau given the reduced number

continue to invest in dedicated staff to make this happen.”

of prints countered by the ever-increasing population.

Steve sees customers’ main priorities as value for

“We support transactional and contractual

money balanced against a product that works consistently

subscription-based business; the former should contract,

and is safe from an IP perspective. “Added to this is

and the latter increase in the coming years, which will sit

the level of service from both a human and technical

well with our print management programme.”

www.dealersupport.co.uk APRIL 2022 [13]

INDUSTRY

B A R R I E R S T O D I V E R S I F I C AT I O N

Breaking down the barriers to diversification part one Many dealers have diversified their product range over the past couple of years, but others have reservations or are unaware of how easy it can be to diversify

T

hroughout the past two years of the COVID-19 pandemic, many dealers

their customer wants.”

For instance, dealers can easily diversify into site

have successfully diversified their

maintenance, Steve says. “The facilities manager they are

product range – and these newbies

talking to will already be buying-in products to maintain

have often become standard lines

their site, such as hardware and ironmongery, tools and

since. Yet some dealers are still hesitant to move away

much more - most of the opportunities available to office

from the traditional office products market – and this

products suppliers to diversify can just be a simple add-on

means they could be missing out on important new

to what they are already providing.

sources of revenue.

Steve Plaistowe, OP channel manager at Spectrum

“It doesn’t have to be complicated. New product areas just require little investment from the dealer. They don’t

Industrial, says that the reality of diversification can be

have to stock the product, just add it to their website and

simple. “The OP channel can continue to be a ‘master’ of

promote it. There are many brands/manufacturers that can

office supplies,” he says. “’Supplies’ are just products and

actually distribute the product for the dealer, so they don’t

services being sent into office environments. Offices are

even have to rely on the OP channel wholesalers, they can

often attached to warehouses and manufacturing units -

work with the brand/manufacturer direct.”

which opens up many more opportunities for the office products channel to provide a wider portfolio of ‘supplies’

KNOWLEDGE IS POWER

into that environment, not just traditional stationery.

Steph Gentle, marketing manager at Beaverswood,

‘Diversification’ is as simple as providing a product that

adds that it can sometimes be a lack of knowledge that

[14] APRIL 2022

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INDUSTRY

B A R R I E R S T O D I V E R S I F I C AT I O N

stops dealers from diversifying into other product areas

instance, when jansan was initially launched, the ranges

or workplaces. One perceived barrier is not understanding

were seen as niche, and some companies thought they

the technicalities of new products. “One thing we stress

were slow burners. There are those that think it is a lot

about Beaverwood products is that you don’t need

of effort, money, time and resource to invest in a new

to have any technical knowledge; you just need to

category that could be a dead horse.

understand the basics of a warehouse” says Steph.

“New product lines can mean talking to new decision-

To lower that barrier, it’s about presenting a range of products that can be easily learnt, are easy to sell, and fit

makers or stepping into the warehouse, storage facility,

the typical model of the office product reseller in terms of

manufacturing plant or logistics centre. It’s a different part

how they buy and sell.”

of the workplace than they are used to and this can, in itself, present a barrier as it is an unknown.”

In fact, there are few real barriers to adding new product lines. Many, such as Beaverswood’s products, are on FusionPlus - which means they can be added to a dealer’s website overnight and be instantly saleable

‘Diversification’ is as simple as providing a product that their customer wants

afterwards. The barriers to adding these products are so insignificant, Steph says, that manufacturers should be addressing this ‘unknown’ factor to encourage dealers to make the leap into new product lines.

“If the dealer thinks they are opening a pandora’s box

Steph stresses that it’s key for manufacturers to provide support to dealers moving into new product areas. “If you are asking somebody to step into a whole

by having new products that customers might be asking

new range you need all the sales tools to be able to

them about, and that this could be uncomfortable, it is

market and sell that range,” she says. “That can be

making sure all of the resources and training are available

marketing collateral, sales support, product training

and that manufacturers are supporting resellers to diversify

and education. Having a strong reseller pack can help

by presenting a really simple to sell range.

overcome any barriers to selling for a dealer.”

“There is a stigma among some about the perceived

New product ranges also need to be easy to sell

effort needed to open up new categories, and that it can

online – especially as the B2B market is growing

take months to get new categories off the ground. For

so rapidly, Steph says. “Products need to be well-

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INDUSTRY

B A R R I E R S T O D I V E R S I F I C AT I O N

merchandised for online selling – it is about having the right photography, product descriptions, videos and reviews to help a product sell online.”

supplier questions.

“We also put our marketing team and the suppliers’ marketing team together to come up with supporting documentation and promotional materials. We also

PROVIDING A COMPLETE SOLUTION

ensure the supplier will be on hand to help dealers

Steve Carter, managing director of Advantia, agrees

with further on-site training if needed, or to answer any

that for dealers to make a success of diversifying, they

questions when they are out selling.”

need to be given the right support.

“If you go to dealers and say, ‘We’ve just done a deal with a jansan company, here are the products.

This means that everything is in place for the dealer to go out and sell the range before it goes live on their websites.

We’ll get all the data set up, pricing etc – go fill your boots’ you’ll turn the dealer off because they know nothing about that product sector and won’t know how to sell those products effectively.”

Steve points out that Advantia, and other dealer groups, will give dealers all the information they need

It’s not just about giving dealers the supply, but a complete solution

before a new product range goes live. “For us, it’s not just about giving dealers the supply, but a complete solution - so that they are confident about what they

“The end-user now expects a dealer to be more

are talking about and know that, in the background,

than just somewhere where you get pens and paper;

there is help available for any related questions they

it needs to be a ‘one stop shop’. We have had to

may have,” he says.

diversify to all areas, from furniture to workwear and

“When we talk to a supplier in a new product area we do all the background work with them and put together a solution, rather than just a price list. We will also put the

jansan, shredding and print to technology and MPS, compatibles and more,” says Steve.

“If you can diversify, and sell your customers a

supplier in front of the dealers so they can educate them

complete package, it makes it easier if things go wrong

about the market - how to sell the products, where to sell

in one particular area as you have others to fall back on

them and what questions to ask. Dealers can also ask the

and maintain profitability.”

[18] APRIL 2022

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INDUSTRY

BIG ASK

Brexit one year on – what impact has it had?

It is now more than a year since the UK formally left the European Union, bringing with it a raft of new rules and regulations.

But what effect has Brexit had on dealers?

Has it led to increased costs and more red tape, or were these teething troubles that have been largely ironed out?

David Martin, sales director

use for any orders. This was indeed the case for a while, but I

at One Office

think some of the suppliers overreacted at the time, pushing

Northern Ireland has certainly had its

up carriage costs and insisting on things like those numbers,

own unique difficulties since ‘the big

even though we still don’t really know if we need them or not.

leave’; all of a sudden there was an

There were a lot of delays at the start, especially with

Irish sea border between Northern

furniture; the wholesalers had already sorted themselves

Ireland and the rest of the UK and a

out, thankfully, but we had stories of furniture being stuck in

business protocol that hadn’t been there before. The result

containers alongside other orders that hadn’t produced the

was that no-one really understood what paperwork needed to

right paperwork, and there were a lot of delays to anything

be filled in or what procedures to follow.

which wasn’t coming through the normal wholesale channel.

The different tax and paperwork implications meant that

It coincided with COVID, which didn’t help matters, but,

some suppliers showed a reluctance, at the start, to trade

in some ways, the fact that there were so few people in offices

with NI - certainly from the point of view of suppliers within

made things a little easier to deal with. Obviously, the last

the UK who had, up to then, found it fairly seamless. The

thing we wanted was for customers not to be ordering the

goods outside of the normal wholesale channel, which we had

same amount, but at least we could deal with the changes.

come to expect within a two- to-three day delivery time, were suddenly not arriving, or taking a lot longer to arrive.

We had done some preparation beforehand by collecting our customers’ EORI numbers, which we apparently had to

[20] APRIL 2022

www.dealersupport.co.uk

It all seems to have settled a bit since then. We don’t enjoy quite the same level of service from some UK suppliers as we did before, but it’s something we and our customers have got used to.

BIG ASK

INDUSTRY

Mark Wilkinson, ACCO

to import into the UK, post-Brexit. Exporting out of the UK,

How office supplies businesses are

and into the EU is clearly more difficult than before, but far

faring outside the EU is a difficult

from uneconomic, depending on the sector you are in. The

topic to pin down with any certainty,

increased regulations do consume time and effort, which

as so many other variables have

does add to costs, but I think most businesses have learned

changed in the past 12 months.

to adapt, or have re-focused their efforts elsewhere. I did see

We’ve had the global pandemic,

some well-known manufacturers posting apologies to their

unprecedented supply chain disruption, economies

customers on LinkedIn - which surprised me - but, overall, I

rebounding at different speeds after their pandemic-induced

think the industry coped well.

corrections and, of course, many offices being closed for long periods. The closure of offices led to huge changes in demand, product, customer and channel mix, which impacted supply chains too.

In my view, it’s clear that Brexit has added to our costs;

Brexit has led to higher costs and longer lead times

however, extrapolating that from the far more serious impacts of the post-pandemic rebound, wider inflationary pressures and the tragic geopolitical events that we now see unfolding

The much greater concern for all involved in the

in Eastern Europe is hard to do. Brexit has led to higher costs

manufacture, supply and distribution of workplace solutions

and longer lead times, but this is outweighed by other global

is that of inflation. I have been in this industry for 24 years

inflationary drivers.

and have never seen inflationary pressures like we are seeing

In terms of Brexit specifically, ACCO was well-prepared,

right now. These challenges far outweigh any current impact

and we had long experience in our UK business of both

of Brexit and, as an industry, we will have to learn to be much

importing and exporting and, as I said 12 months ago,

more dynamic with our pricing, more creative in managing

we adjusted for the fact that the post-Brexit world would

costs, and more realistic in our conversations on this topic.

mean more importing and exporting, rather than the crossbordering of goods in one customs jurisdiction.

I think, initially, some manufacturers - particularly smaller ones, or those not based in the UK directly - really struggled

Reliability of supply chain, and working with solid partners, are also key factors for the industry to consider in these turbulent times; we certainly see ourselves at ACCO as a very stable and reliable key partner.

Phil Jones, managing

the goods out of the port. This could be for several reasons,

director, Brother UK

including the ports being clogged, containers being in the

At Brother UK we have specialists

wrong place, or COVID isolations, to name but three, so you

in logistics and supply chain to deal

can’t say Brexit exclusively was the cause as there are multiple

with the complexities of trading with

issues happening concurrently. That said, there is a huge amount

the EU, but the practical reality is

more admin and paperwork needed than previously to bring in

this; goods clearances since Brexit

goods or export to the EU, which adds to costs and timeframes.

have taken two weeks longer than previously. This is regardless

Also, post-Brexit the drivers that are often needed to move

of the delays the ships have had on the high seas; when the

goods around the UK are not here as some who were from

products have got here, it has taken two weeks longer to get

Europe had repatriated during COVID and not come back.

www.dealersupport.co.uk APRIL 2022 [21]

INDUSTRY

BIG ASK

The driver shortages meant getting goods out of ports was

I think things will improve; it’s just a matter of time for

difficult, and that you could end up incurring more demurrage

things to settle down, for the systems to be found, for people

charges. If your goods are stuck at the side of the port, and

to become fully familiar with the processes and for the

your freight handler says there are demurrage charges, then

pandemic to end - all these sorts of things, and then we can

your cost of goods goes up - and that is before you get them

fully discover the new normal.

into your warehouse, offloaded and off to your customers.

I don’t think we will ever get back to the slick and

Overall, Brexit has added about three weeks to our

predictable supply chains as we had pre-Brexit; there will

overall, end-to-end supply chain from when goods hit a UK

still be an extended amount of time for goods to not only

port to arriving at our DHL warehouse for processing. Our

arrive but clear the ports. Inevitably there is more cost, more

group companies in Europe aren’t experiencing the same

administration and less stability which is never a good thing,

impact as we are in the UK, but that’s just how it is now and

but this is now the trading environment that we must all

what we are faced with.

continue to adjust to up and down the channel.

Peter Cowan, procurement

differently and carries the same documentation charges and

director, Data Direct

checks as shipping to the EU. There is still no answer to this

It is clear Brexit was not ‘What it said

difficulty right now but, hopefully, it will be found.

on the tin’. Having been announced

At Data Direct we have tackled Brexit, and its

and positioned as the easiest

complexities, as an opportunity. We now fulfil deliveries in the

deal in history by Dr Liam Fox, it

UK for companies/brands that did not want to hold their own

was anything but. Making such an

stock over here, but still had a user-base to satisfy; we can fill

announcement probably hampered the negotiation from the

that logistics gap, and all parties have benefited in doing so.

off, and markets have not been the same since.

Without doubt, our volumes to the EU are lower, but our gains

However, as with any short- or long-term barrier being imposed, it has changed market dynamics and this in itself

on the domestic market have by far outweighed any loss.

Besides Brexit, there are greater challenges – many still

has led to many new opportunities. More marginal business,

because of COVID. Supply chain logistics’ costs are still

that used to have competition from Europe, now gives

much higher than pre-COVID, and now oil prices are

advantage to whoever has the ‘home’ stock.

putting further pressure on costs. Continuing disruption at

One of the really difficult regions is Northern Ireland,

manufacturing centres are also causing delays and disruption.

where new legislation means that there are administration

There is talk of the ‘new normal’, but we are still some way off

charges to ship to a part of the UK, due to being treated

seeing that crystallised.

[22] APRIL 2022

www.dealersupport.co.uk

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INDUSTRY

E D U C AT I O N O P P O R T U N I T I E S

Educating the educators As learning returns to something akin to normal for schools and universities, there are plenty of opportunities for dealers – but they need to advise customers on the best products for their needs

T

he past two years have been like no

driven by the trend for greener schools, continues, and

other for the education sector, with

there is also a comprehensive demand for effective

remote and home learning used

PPE, social distancing signage and sanitation solutions

as never before - but now most

throughout the educational sector. In addition, the

learning is back in the classroom,

global school stationery supplies market is expected to

and there is a focus on helping learners – especially

grow at a CAGR of around 4% between 2021-2026.”

schoolchildren – to catch up on the ground they may

The pandemic led to an expansion in remote

have lost during the pandemic.

While technology can play a part in this, more

learning so other growing areas of the market are cloud-based software and cyber security solutions,

traditional products - such as paper and stationery - are

as well as products that can facilitate asynchronous

still important to engage children and help them to learn.

learning, says Lawrence. “This has influenced greater

Of growing importance too are sustainable solutions,

demand for items such as headphones, webcams, USB

as Lawrence Savage, marketing manager at ExaClair,

multiport adaptors and power packs; as a result, the

explains. “With over £1.5 billion of UK government

need for suitable, adaptable storage and organisational

spending recently pledged to both upgrading current

products has also grown.”

buildings and the construction of new schools to meet

This means dealers need to work closely with

the growing student population, there is a growing

their educational sector customers to understand

shift towards creating green schools that incorporate

their needs, in order to advise them effectively to

sustainable products and initiatives,” he says.

match the best solutions to their individual budgets.

“The government is, reportedly, allocating an extra

“In the long-term this will enable dealers to build

£4.7 billion for schools in England by 2024-25. The

lasting relationships and create wider customer

current increase in ecologically-aware product sales,

loyalty,” says Lawrence.

[24] APRIL 2022

www.dealersupport.co.uk

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INDUSTRY

E D U C AT I O N O P P O R T U N I T I E S

HYBRID WORKING IN UNIVERSITIES

“Paper and printing technologies have, understandably,

The need for dealers to understand their customers’

always been closely linked; as copiers and printers have

needs is especially acute in the universities and further

developed, paper has had to keep pace to ensure that

education establishment sectors - for instance, the

performance, runability and the final printed product all

University of Cambridge has adopted hybrid printing for

meet the users’ expectation,” he says.

its 20,000 students and 11,000 staff across 31 colleges

“In a school, or other educational establishment, there

and 150 departments. The University’s decision to offer

can be a plethora of printing jobs to perform on devices

hybrid print was driven by not just the number of devices

ranging from the humble desktop inkjet in the classroom,

and end-users, but also by COVID-19 lockdowns, which

through to the graphic arts quality digital printer in the

caused students and staff to shuttle between working

central office or reprographic department. Matching the

remotely and on-site learning.

wrong paper to the wrong application can result in either

The University of Cambridge’s printing environment

poor quality prints or, at the other end of the scale, a print

supports 27 colleges and even though they are

that has been produced on a paper whose quality far

members of the university, each college manages

exceeds the requirement - resulting in costly reprints or

its own IT infrastructure, including their networking;

overspending on the wrong product.

compounding this complexity was Google Cloud Print’s

“School budgets are, as we know, are sometimes

deprecation. As Kelvin Morgan, computer officer, and

stretched to the limit but often, when it comes to paper,

Dean Feltham, print technician, explain, they needed

a one-size-fits-all approach can be the order of the day;

a robust BYOD print enablement tool to support their

the C grade copier that is used to create classroom notes,

colleges’ independent network infrastructures, while also

or print a task for students, is often the same product

continuing to support their students via their centralised

used to print colour documents and important external

printing subscription service.

communications – often leading to a poor end result.

Kelvin and Dean decided on PaperCut MF to

“The key is to match the application to the correct

underpin their centralised service. PaperCut offers

printing technology and, more importantly, to demonstrate

participation via subscription which means they can

this to the end-user. They need to understand the

manage print, photocopying and scanning for their

advances in surface treatments for inkjet printing and the

entire student body.

wide selection of papers available tailored to meet the needs of specific tasks and applications.”

TRADITIONAL DEMAND

Paul adds that the challenge and opportunity for the

Although technology has provided some great solutions,

reseller is to move from paper seller to paper consultant.

demand for more traditional products, such as paper,

“This will, undoubtedly, pay dividends as they demonstrate

has been maintained, as Paul Savill from Antalis explains.

a higher level of expertise to their customers,” he says.

[26] APRIL 2022

www.dealersupport.co.uk

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DEALER SUCCESS

THOMBEQU

Home is where the Harty is CARA HARTY recently bought longestablished dealer Thombequ back into the ownership of the founding family – and is now looking to build on its long history in Central Scotland

[28] APRIL 2022

www.dealersupport.co.uk

C

ara Harty is in an unusual situation; while she recently brought longestablished family dealer Thombequ back into the

ownership of her family, it is her first experience of being the owner and making all the decisions.

So, while the business has been in Central Scotland for more than 40 years, in some ways it feels like she is starting from scratch.

THOMBEQU

It has been a period of change for Thombequ. Rewind to November 2020 and Sandy Thomson, Cara’s father, who had established Thombequ in 1978 with his wife – and Cara’s mother – Irene, and

DEALER SUCCESS

had gone to find cheaper prices but have

You just get your hands dirty and do everything

now come back to Thombequ as they want to support me and the local economy.”

Cara points to how, being a small company, Thombequ can be more

ran it ever since, took the opportunity to

responsive than some of the larger, national

sell up to another local business and take a

companies. “It can be annoying when you

well-earned retirement. Cara took over the

the moment it’s more about post-COVID

have to contact people two or three times

running of Thombequ as an employee of

recovery and re-establishing the business -

for an answer for something that could

the new owners. While the deal, on paper,

it’s early days.

easily have been sorted out by one person,”

had looked like a good fit at the time, in

“While Thombequ is an established

practice, it didn’t turn out that way. “The

company, it’s the first time I’ve owned it

the chances are we would jump in the car

businesses were just too different,” says

so, in that respect, it is new. For now, it is

and go and sort out any issue face-to-face -

Cara. It was a mutual decision for Cara to

about getting back in touch with customers

not that we often have issues but, when we

take back the Thombequ business, and this

we’ve not heard from for a little while and

do, we get them sorted out quickly.”

was completed on February 1 this year. “It

reassuring them that nothing is going to

was an amicable decision on both sides,

change again; we are back, and building the

is keen to foster within the business, it being

and we continue to have a strong working

company up again.”

something she learned from her parents.

relationship,” she says.

Now Cara is focusing on growing

she says. “For us, if a customer is local to us,

The personal touch is something Cara

She says he knew the value of relationships KEEPING IT LOCAL

– indeed, Thombequ has been providing

Thombequ’s sales base back up to, and

News that Cara has taken over has been

services to some businesses for the entire 43

beyond, its pre-COVID levels. “It’s an

welcomed by the local business community.

years of its existence. For instance, during

exciting prospect that I can take it forward,

“We’ve had customers come back who had

the days of the pandemic lockdowns, Cara

and do what I want to do,” she says. “At

stopped buying from us,” she says. “They

appreciated how difficult it was for some

www.dealersupport.co.uk APRIL 2022 [29]

DEALER SUCCESS

THOMBEQU

customers, especially those who lived alone.

“There were a few customers that ,when they ‘phoned through their order, you took that extra bit of time with them because you knew they were in the house on their own

office furniture, especially as businesses

It’s a family thing and I couldn’t turn it down

and you could tell they just needed someone

make sure they were ok.”

face working and many are looking to revamp or refresh their physical spaces to accommodate new ways of working.

Whatever Cara does, family will be at

to talk to, so you had that extra chat with them,” she says. “That was important, just to

in Scotland gradually return to face-to-

the heart of it. Sandy, while enjoying his However, she didn’t join the business

retirement, helps out occasionally with

formally until 2006, after completing her

deliveries – much to the delight of long-

Master’s at the University of St Andrew’s.

standing customers who enjoy the chance to

GROWING UP IN THE BUSINESS

Like many family-run businesses, over the

catch up with him – and there is a potential

Cara learnt a lot from her parents, having

years Cara has taken on most positions

third generation coming up - Cara’s children,

been around the business for as long as

- from making deliveries to running the

currently aged six and two. “I’m doing

she can remember – indeed, there are

accounts - gradually taking on more

all this for them,” she says. “I did wonder

Thombequ customers who remember her

responsibility. “It’s a typical, family-run

whether I would have the time to take on the

being born! “I remember going to trade

business; you just get your hands dirty and

business, but it’s a family thing and I couldn’t

shows when I was younger. I would go

do everything.”

turn it down.

round with a bag collecting samples so that

Now she has plans to expand what

“Whether the children take it over,

my friends and I could test them out at

the company does with ambitions, in

I don’t know, but it would be nice if

school the next day,” she laughs.

time, to expand product offerings around

they did.”

[30] APRIL 2022

www.dealersupport.co.uk

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LEADERSHIP

MPS – A WORLD OF CHOICE

Managing a world of printing choice Managed print services come in a vast array of shapes and sizes and dealers play an important advisory role in ensuring customers commit to the right solution for their needs

M

anaged print services

James Pittick, director of B2B Indirect Sales,

technology available is also important in

(MPS) have been a

Canon UK and Ireland.

helping businesses to adapt to the hybrid

staple in many offices

He adds that dealers should look to work

world. “It’s important to point out that the

for years - but there is a

with an MPS provider that has switched

market demand for home worker printers

wide array of solutions

to a cloud-first mindset. “This can deliver

is growing,” she says. “Research conducted

available on the market and, with changing

significant benefits. Not only do cloud-based

across the UK and US markets found that

needs among many businesses over the past

solutions support digital transformation

63% of people are printing more at home

couple of years, which solution is right for

processes, and agile working effectiveness,

than they were a year ago, and 43% of home

them is not always obvious. This means

they are also more sustainable and lower

workers who don’t currently have a toner

dealers have an important role to play.

in cost, which is extremely attractive to

subscription service in place would be

customers.”

interested in having one.

“Dealers should consider MPS providers with a broader offering - those that are

Anna Grubb, ECI’s managing director

“This demonstrates that there is a gap

constantly expanding their knowledge and

of international sales for field service,

in the market. As the demand for printing

services to meet market demands,” says

believes that taking advantage of the

from home increases, dealers

[32] APRIL 2022

www.dealersupport.co.uk

MPS – A WORLD OF CHOICE

The market demand for home worker printers is growing

LEADERSHIP

approving each transactional toner order or

SCALABILITY AND FLEXIBILITY

process potentially hundreds of invoices per

For Mike Mulholland, head of services

month,” Anna says.

and solutions at Brother UK, the real value of MPS is how they offer customers

BRINGING EFFICIENCY

scalability and flexibility. “Dealer-vendor

Pietro Renda, chief marketing officer at

partners can create packages to meet the

MPS Monitor, agrees that efficiency in MPS

unique requirements of each individual

is important – as is bringing clarity to what

business to ensure they get meaningful

need to leverage the toner subscription-

is often a costly, but poorly understood,

value from their print estate,” he says.

based models offered by manufacturers,

business process. “One of the big reasons to

“Implementing effective MPS solutions calls

enabling home worker printers to be

choose MPS solutions is that they reduce

for consultative, needs-based assessments,

brought into scope as part of the toner

costs,” he says. “An MPS provider can assess

where suppliers get under the skin of

automation service.”

the entire range of printing resources and

customers’ IT requirements and uncover

look for ways to consolidate and optimise

necessary productivity, security and cost-

printers, which saves money in the long run.

efficiency improvements.

However, while being technologically advanced is important, simplicity is also valued, says Anna. “A solution that is easy

“An MPS solution takes the burden

“The shift to services is strategically

to install and can discover devices

off the shoulders of IT, allowing the team

important for the wider print IT sector.

effortlessly will save teams endless

to focus on its principal work. It can also

Partners can lock-in revenues by switching

amounts of time. Choosing a system that

minimise printer down time by replacing

clients onto contracts, which offer them

can capture big data in the background

manual processes with automated ones that

more long-term security over their cash

will also allow management teams to gather

send alerts and notifications about supply

flow when compared to transactional sales.

meaningful insights; over time, this can

needs and service issues - MPS providers

Dealers can deepen their relationships with

help inform smarter decision-making

also actively monitor and install updates to

customers by placing a greater emphasis

across the business.”

ensure devices are equipped with the latest

on consultative sales, while they maintain

security capabilities. To reduce their impact

a dialogue with clients on how their MPS

adds. “Organisations need to be sure that

on the environment, many companies

is meeting their changing requirements.

their customer data is always processed in

are looking for ways to become more

Building stronger relationships with

a secure manner and protected from the

sustainable and MPS helps to decrease

customers will yield opportunities to expand

risk of exposure. The only way to ensure

environmental waste.”

revenue streams in the future.”

Data security is also important, she

that these key elements are accounted for

Dealers should look for MPS that

Mike adds that vendors are introducing

is by choosing a provider that knows the

meet certain criteria, he advises. “The

new solutions to help dealers meet shifting

industry inside out – one that has a wealth

system needs to be modern, easy to use,

customer demand. For instance, some small

of experience.”

cloud – and SaaS [software as a service] –

businesses are looking for more flexible,

based, and compliant with all the security

non-committal subscription services, which

be a more efficient solution for dealers

Using click-per-print systems can also

standards such as ISO 27001 and AICPA

make it easy to get set up with a new printer

and customers alike. “Dealers don’t have

SOC2, as well as GDPR. It should also

and access the benefits of MPS – such as

to issue as many transactional invoices

allow integration with CRM and ERP

device installation, supplies recycling and

or spend hours chasing for payment and

and be capable of providing reports and

maintenance services – without having a

consolidating their ledgers, while customers

statics – predefined or customisable – using

credit agreement but, instead, an agreement

don’t have to spend hours manually

embedded BI Analytics.”

that it can be cancelled at any time.

www.dealersupport.co.uk APRIL 2022 [33]

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

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T H E I M P O R TA N C E O F E R G O N O M I C S

Are you sitting comfortably?

T

he past two years has

SALES SUCCESS

The importance of ergonomics has been in the spotlight over the past two years, with employees now having higher expectations for the comfort and functionality of their office furniture

This means that offices are changing.

pandemic, there has been an increased focus

been unprecedented

“Nature-inspired biophilic offices are really

on staff not only needing equipment that is

for working habits,

coming to the fore, with planter storage

ergonomic but also aesthetically pleasing and

with hybrid working

units, wooden slatted walls or area dividers

capable of adapting to varied requirements.

now here to stay and

increasingly being incorporated into the

many businesses

“We’ve seen a continued rise in

modern office layout,” Lawrence says.

popularity of products that feature soft,

upgrading their office spaces to tempt

“According to the EMEA, offices that feature

calming pastel shades, as well as more

workers back – and this has led to a focus

natural elements report a 13% higher level of

ecologically-aware ranges; demand has

on wellbeing policies.

wellbeing as opposed to those that don’t.

grown in step with the growing influence of

A key part of wellbeing is office

“In addition to items such as chairs,

Generation Z members of the workforce.”

ergonomics, needed to maintain employee

desks and wrist supports, more businesses

safety and comfort, while also enabling

are seeking modern alternatives to traditional

CHANGING EXPECTATIONS

them to maximise efficiency, says Lawrence

filing and organising products associated

Elisabete Wells, regional marketing director,

Savage, marketing manager at ExaClair.

with the office - products which offer

ACCO UK & Ireland, agrees that employers

“There is a growing emphasis on optimising

greater flexibility to meet the demands

should be keen to create a comfortable,

thermal comfort, air quality, acoustics and

of nomadic workers – for example, more

wellbeing-focused environment. “Now that

lighting, allowing businesses to create more

portable and modular filing storage products,

they have the power to curate their personal

pleasant office spaces that encourage better

and stationery equipment that carries

workspaces at home, workers’ expectations

productivity, as well as boosting the wellbeing

environmentally-friendly credentials.”

of the office have changed,” she says.

and morale of staff members,” he says.

Lawrence adds that, since the start of the

“Employers should reflect this in their choice

www.dealersupport.co.uk APRIL 2022 [35]

SALES SUCCESS

T H E I M P O R TA N C E O F E R G O N O M I C S

Monitor arms are in high demand, as they save desk space, help to improve productivity, and enable multi-screen work, which is essential for smashing those spreadsheets.”

BASICS STILL KEY While office furniture is changing to meet the evolving nature of work, the basics – a good desk, supportive chairs and comfortable breakout areas - are still the key design elements, says Simon Howorth, marketing and design manager at Dams.

“The mix of exquisitely designed classic furniture, and ergonomically designed modern furniture, will give employees a of ergonomic solutions, and this presents a major opportunity for resellers to introduce their customers to products beyond just chairs and desks. They can improve their offering, increase their range, train their

space where they feel welcomed, comfortable

A key part of wellbeing is office ergonomics

sales and telesales teams so that they can

and well taken care of,” he says.

“Office furniture makes the work environment comfortable, pleasant and attractive; the role of furniture in worker productivity, and the efficient operation of a

advise on what a good ergonomic set up

work environment, is more important now

looks like, and ultimately sell more.”

a dedicated home office – expect to see a

than it has ever been. Flexible workplaces are

Likewise, hybrid working brings

rise in demand for lightweight, compact,

becoming the new normal and businesses

opportunities for resellers to help their

well-designed ergonomic products such

must create or re-design their spaces to fit

customers set up comfortable, functional and

as laptop risers, keyboards, seat cushions,

the new era.

more permanent home workspaces, Elisabete

footrests and computer mice to make life

says. “The opportunities will come from those

more comfortable,” she says. “Also expect

out their offices with height-adjustable desks,

customers who, even after two years, viewed

to see customers upgrading their standard

ergonomic chairs and soft seating areas.

remote work as a temporary arrangement,

equipment to products that match their

We’re also seeing more collaborative spaces

as well as from customers who probably just

personal tastes.”

with worktables incorporating power and

bought the first available bog standard black,

Jeremy Cooper, marketing manager

“More and more businesses are kitting

data so that teams can work together and

bulky piece of equipment they could get their

at Fellowes, agrees. “Laptop risers and

more private working spaces so that people

hands on, just to get them by,” she says. “Now

monitor mounts have become must-have

can get away from the hustle and bustle of

that remote working is here to stay, customers

items, as have ergonomic desk

the office when needed to concentrate on

in both camps will be looking to invest in

accessories – from keyboard and

the job in hand, along with abundant indoor

products that address their long-term needs.”

wrist supports, to document holders,

greenery to give workplaces have a more

ambidextrous mice and foot supports,

homely feel.

IMPORTANCE OF ACCESSORISING However, Elisabete points out that

through to storage and organisation solutions and deskside shredders.”

He says that, when COVID-19 first arrived,

“Companies need to evaluate which types of furniture best support their employees’ day-to-day activities and

ergonomics is about more than just large

many companies bought cheap solutions online

remember that furniture is essential for

furniture items. “With many staff having

as short-term fixes. “Now that the new ways

the smooth and efficient functioning of

to continue working from their dining

of working are here to stay, most companies

a workplace. Designed well, these agile

or kitchen tables a few days a week –

are looking for the best quality solutions

social spaces can help to make the office

because not everyone has the luxury of

that represent the best value in the long run.

somewhere people want to be.”

[36] APRIL 2022

www.dealersupport.co.uk

T H E I M P O R TA N C E O F E R G O N O M I C S

SALES SUCCESS

With up to

£25

CASHBACK on selected Fellowes MONITOR ARMS

Get onboard with this great promotion to start building your sales of monitor arms.

Contact your Fellowes Representative for more details, or email salesadmin@fellowes.com

www.fellowes.com *Offer valid from 1st April to 30th June 2022. See website for full terms and conditions.

SALES SUCCESS

T R A I N I N G S PA C E S

Train to gain Post-pandemic, training is back on the agenda for many companies.

Like many aspects of business, training has changed – and this presents opportunities for dealers

W

ith the economy moving to a post-pandemic

“Gone are the days of stuffy meetings or training sitting around a

phase, many businesses are now focusing

table in a sterile-looking room. Two years of wearing loungewear

on growth again and, with this, comes

and managing Zoom interruptions taught us that we do not always

a renewed focus on workforce development

have to be so formal with our teams, and that’s a lesson staff will take

and training.

back with them to the office. As a result, we’re seeing a trend towards

However, as with office life in general,

this has changed following the pandemic and employees have new

open, non-cluttered, multi-purpose spaces - with or without tables or desks - that allow ideas to flow.”

expectations of their training and the facilities it is conducted in – and this presents opportunities for dealers to work with businesses to

FLEXIBILITY IS KEY

provide new and better solutions for them.

Elisabete says that mobile multi-use tools which can be easily moved

“By now, most office workers have mastered the art of navigating

between spaces are in increasing demand. “Tools like the Nobo Move

connection issues, team mates on mute, and communicating through

& Meet range can be incredibly valuable. The collaboration systems

device screens – there is a real hunger for teams to get back to

in the range are equipped with lockable castors for easy movement

connecting face-to-face,” says Elisabete Wells, regional marketing

between locations, allowing teams to meet wherever they fancy. The

director, ACCO UK & Ireland. “As hybrid working becomes the

mobile base holds up to four removable, double-sided, whiteboards

norm, employers and managers are having to decide how to best

or notice boards, providing eight times the surface area for writing

utilise the office to ensure maximum productivity and effectiveness

and collaboration.

on the days that won’t be spent working at home. The ‘sweet spot’

“For the times when separation is desired in these open layouts,

for many businesses seems to be focusing on independent work

the Move & Meet boards can be used to create specific zones within

during remote days and saving office days for training, meetings,

the space. Dealers should be introducing their customers to solutions

brainstorming, and other collaborative activities.”

that can serve multiple purposes and that champion the flexibility

The workspace is evolving to support this, Elisabete explains.

[38] APRIL 2022

www.dealersupport.co.uk

teams have come to value.”

T R A I N I N G S PA C E S

Rosie Brown, trade marketing executive at Durable UK, agrees that flexibility is key, with solutions such as hybrid conferencing proving invaluable when co-ordinating teams where members are in different places, time zones or who have different working schedules and, therefore, find in-

SALES SUCCESS

shift to remote working where training is

There are many ways to capture and share information

crucial too. “Technology enables the sharing of information and ideas in a seamless way wherever people are based. It’s becoming the norm,” he says. “This means that auto-framing and camera presets are crucial. Cameras can focus on the trainer, and follow the person,

person meetings impossible. “Even before

while presets - such as for whiteboards -

lockdowns and travel restrictions, hybrid

provide instant image-switching.”

meetings have been a low-cost way for team members to establish relationships, communicate and collaborate,” she says.

This is where mobile TV carts, such as the Coworkstation,

Jeff adds that, while demand for digital solutions is continuing to accelerate, there is still a place for traditional products too. “There’s no doubt that the latest technologies - such as video conferencing

can enable flexible and location-independent video conferences

and presentation software - are changing the face of modern training

for a smaller group. “Investing in hybrid conferencing is investing

rooms,” he says. “But people still like to get up and scribble notes

in focus, productivity and collaboration in your workplace and

and ideas on flip charts, as well as interactive white boards. There are

workforce,” Rosie says.

many ways to capture and share information.”

“The mobile TV cart can accommodate a mini-PC with corresponding accessories. Mobile and easy to use, with a

DEALER OPPORTUNITIES

comfortable handle and cable holder, cables can be flexibly routed

This presents opportunities for dealers which will continue to

and stowed in the body and rear profile. A monitor or TV with a

grow, according to Jeff. “But first they need to get familiar with the

size of 43”/18 kg can be mounted in the monitor bracket and can be

technology and understand their customers’ requirements,” he says.

height-adjusted during assembly to meet your needs.

“We make it easy to match different solutions to different rooms. Our

“It’s a new work solution for a new way of working; a flexible media trolley for video conferences and presentations to help

interactive room type guide, for example, is a very popular tool.

“For me, a lot of resellers are not always familiar and confident

transform any workplace environment, and facilitate the digital

selling video conferencing but when they see how easy it is, and

presence of colleagues and co-workers wherever they are working.”

that all the support and tools they need are available, they become excited; they just need to go through an initial education process first

VIDEO CONFERENCING Jeff May, UK sales director at collaboration end-point specialist Konftel, notes that video conferencing is at the heart of a major

to understand it.

“In the future, more video meetings will take place across more locations including training facilities.”

www.dealersupport.co.uk APRIL 2022 [39]

LIVE IT

TEABREAK

LIVE IT Life hack Are deodorant stains plaguing your clothes?

Never fear – women’s tights are here!

Here’s the way to use them: simply rub the deodorant stain with the tights and the notorious white marks will disappear.

Crowdfunding kindness THUMBS A man who turned to

UP!

crowdfunding to pay for a new wheelchair has been stunned by an “amazing display of humanity” from “complete strangers”, BBC News has reported. Robert West, 35, received government funding for a new £11,403 wheelchair, but needed to source nearly £3,000 himself. He raised

CAPTION COMPETITION

the money within a day of starting the “embarrassing” appeal. Mr West, from the Huntingdonshire area of Cambridgeshire, described the donors’ help as “life-changing”.

The teaching assistant needs a wheelchair to get to work, as well as to socialise, shop and walk his dog, without relying on assistance. Mr West, who has cerebral palsy, said: “I am very grateful. The idea that complete strangers would help someone they hardly know

TWEET CAPTIONS TO @DEALERSUPPORT

is stunning. It’s an amazing display of humanity.”

Quote of the month The best and most beautiful things in the world cannot be seen, or even touched - they must be felt with the heart.

Helen Keller

[40] APRIL 2022

www.dealersupport.co.uk

?

TEABREAK

Did you know?

LIVE IT

Did you know that each insect is a host to 10 bacterial species? There are about two billion species on Earth - with 6.8 million likely to be species of insects - and up to 10 types of bacteria live inside of each of these insects!

The asteroid that killed nearly all dinosaurs struck the Earth during the Spring, according to new research reported by Sky News. To reach their conclusions, researchers hunted in parts of North Dakota, in the US, to find fossilised paddlefishes and sturgeons that were killed when the asteroid hit the with Earth. They used powerful X-rays,and carbon isotope records of the bones of fish that died less than an hour after the asteroid hit.

The carbon isotopes then acted as

PUB QUIZ

1. Which English monarch had the shortest reign, at just nine days?

2. The Alps mountain range stretches across France, Italy, Germany, Austria, Slovenia, Switzerland and which other country?

3. In which ocean is an island so remote it was named Inaccessible Island?

4. Which famous King of England is the Queen’s 25th-great-grandfather?

5. What was the name of the UK’s first ever newspaper?

1. Lady Jane Grey 2. Liechtenstein 3. The Atlantic 4. William the Conqueror 5. The Daily Courant

Asteroid arrival

tracers to work out how carbon atoms have changed over the years. They found that the shock of the impact

Knock me down with a feather

caused huge standing waves of water

You look like you’ve seen a ghost…shark

that moved sediment, engulfing fish

As reported by Sky News, a baby ghost shark has been

and burying them alive.

found by scientists off the east coast of New Zealand’s South Island.

The days-old creature, which is also known as a chimaera, was discovered shortly after being hatched at a depth of about 1.2km (0.7 miles) on the Chatham Rise, an area of ocean floor. Scientists from the National Institute of Water and Atmospheric Research said the deep water shark must have recently been born as its belly was still full of egg yolk. The embryos of ghost sharks develop in egg capsules laid on the sea floor and feed off the yolk until they become ready to hatch. The team was carrying out a trawl survey to estimate populations of hoki fish when they discovered the newly-hatched animal, which is related to both sharks and rays. Other names for it include rat fish, spook fish and rabbit fish, according to the Shark Trust.

www.dealersupport.co.uk APRIL 2022 [41]

SALES SUCCESS

F A T H E R P. C L I P

Bringing hope, peace and unity to the good brethren of business supplies It’s awards season and the Good Father has been waiting with bated breath to see if he is a winner this year t’s that time of year again when we attend the Office Supplies World awards, which is in no way predetermined, and still manages to offer an evening of entertainment, chat, dancing and disappointment.

It’s even more exciting for our company as we don’t really know the judges and we don’t actually know beforehand if we are going to win or not! The level of excitement is sometimes unbearable; Mrs O’Reilly, who looks after our PPE, HR, IT, CRM and ITV, has to wear special underwear for it.

Some people have had their speeches ready and written for months, and it’s a pleasure to hear them congratulating themselves on their great

I

[42] APRIL 2022

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achievements within the industry. Oh, I could listen to those speeches all night long – and frequently have – but that’s only one part of the evening; there are many more wonderful things going on that make this the highlight of our stationery year.

Music is always provided by The Stationery Four, four office suppliers who took on the world and lost, who always play a wide range of music to suit every age of dealer - everything from Frank Sinatra to the modern-day Elvis Presley numbers. One thing that office supplies dealers know how to do is dance, although not at the start of the evening when everyone is relatively sober but later on, after a few drinks, and then you can’t get them off the floor. The standard of dancing also changes as the evening wears on, but

not in a good way.

The awards and speeches are always great, and the bingo and tombola always produce some great prizes; last year one lucky guy won a two-week camping holiday in the highlands where the paper mills used to be. I can hardly wait...

Categories for the awards this year included ‘Stationery Rear of the Year’, ‘Biggest Back Order List’, ‘Most Amount of Biscuits Eaten While Working From Home During the Pandemic’ and ‘Most Amount of PPE Sold Without Making Any Profit’.

The winners were overjoyed, and I’d like to take this opportunity to congratulate them again for their achievements. Perhaps next year we might win an award – you never know, and if you’re not in, you can’t win.

FINAL WORD

SALES SUCCESS

Board meeting If businesses want to focus on meeting their climate goals, looking at their use of cardboard packaging could bring significant savings

T

he COP26 summit

that undermines efforts to attain a net

focused attention

zero future.

on the contribution

As a material, cardboard packaging may

that supply and

be far more environmentally acceptable than

distribution

its petrochemical-based alternatives, but it is

chains, especially

still a valuable resource that should be used

Jo Bradley business development manager, Sparck Technologies

in ecommerce, make to greenhouse gas

as thoughtfully and sparingly as possible.

consumption reduces by 30% on average, and

emissions and other environmental ills.

Making and recycling paper and cardboard is

void fill is virtually eliminated, significantly

Many leading companies have publicly

an energy-intensive process using significant

reducing packaging material costs - and, as

committed to change but, as consultants

amounts of hot water, so keeping the amount

businesses are well aware, cardboard is under

McKinsey point out: ‘In many instances,

of cardboard we use to an absolute minimum

significant upward price pressure.

net zero commitments are running ahead of

is an important step on the journey to

companies’ own plans to meet them’.

achieving a net zero supply chain.

Clearly, it will take years - and much

Furthermore, using smaller boxes means a greater density of product per truck or van load. A reduction in volume

innovation and investment in material

RIGHT OPPORTUNITY

for a given quantity of goods of up to 50%,

production, product design and distribution

The sector has an opportunity - indeed, a

potentially, reduces the number of trucks

technology - to deliver net zero supply of

duty - to use available technology to make

required on trunk routes, and the empty

the products that consumers want and need.

right-sized packaging for each individual

running caused by ‘last mile’ vehicles having

However, one step that ecommerce businesses

ecommerce order. Solutions are available that

to return to depot to reload mid-shift – both

could take, economically, effectively, and right

create ‘right-size’ boxes in seconds by scanning

of which can significantly reduce transport

now, is to stop delivering what consumers

and measuring the goods – single or multi-

greeenhouse gas emissions and costs, as well

neither want nor need – excess packaging.

item orders – cutting and erecting the box,

as other environmental harms, from noise

sealing, weighing and labelling. Interestingly,

pollution to congestion.

The cardboard box is a wonderful invention, but the commonplace experience

multiple corrugate feeders are becoming

of receiving small items in oversized

more popular with ecommerce businesses as

impacting consumers, more efficient

packaging, often filled with non-recyclable

different widths of cardboard can be selected

packaging will be immediately noticed

polyethylene or polystyrene void fill, has

automatically by the machine to minimise off-

and valued by the half of consumers who

moved from amusing, through annoying, to

cuts – and branded board is also an option.

rate over-size packaging as one of the most

downright scandalous. This is a wasteful act

By minimising corrugate use, cardboard

Importantly, far from adversely

annoying features of ecommerce, and the 77% who believe that the packaging a brand uses reflects its environmental values.

By minimising corrugate use, cardboard consumption reduces by 30% on average

Right-sized packaging offers a net zero contribution that is environmentally effective, commercially attractive, and available right now.

www.dealersupport.co.uk APRIL 2022 [43]

2022

Join us at DS LIVE THE industry event for all UK dealers

PUT THIS IN YOUR DIARY 20th October 2022 Coventry Building Society Arena, Coventry