November 2021
Issue 315
inspiring success
Super Stores Find out how to maximise your webstore
ORIGINAL & GENUINE Why buying non-OEM consumables can be a false economy WORKSPACE SATISFACTION LEADS TO GREATER PRODUCTIVITY Survey reveals satisfaction is the key to productivity
SUSTAINABLE GROWTH Effectively communicating your sustainable credentials
inspiring success
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PHIL JONES
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OEMS AND MPS How are OEMS helping sell MPS? DRIVING CHANGE Inside the newly-launched Go2
EDUCATION
new products and category trends
2020 VISION New products and categories
inspiring success
IT PREDICTIONS FOR 2020 What to expect for the year ahead
PHIL JONES Brother UK’s MD talks learning and leadership
www.fellowes.com
MARKETING Why now is the time
0203 794 8555 info@intelligentmedia.co.uk [02] OCTOBER 2016
Issue 296
STEVE MCKEEVER
MARKETING
DRIVING CHANGE
2020 VISION
More Shredding. Zero Jamming.
February 2020
TRANSFORMING THE CHANNEL
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
www.dealersupport.co.uk
inspiring success
Fellowes new LX Series micro-cut shredders are thoughtfully designed with patented IntelliBar™ responsive technology.
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DELIVERING WHAT’S BEEN PROMISED Steve McKeever’s advice for dealers BREAKING INTO EDUCATION Making your way in a lucrative sector
FROM THE EDITOR
Sales, sustainability, satisfaction October was a big month for business with the autumn budget being announced and the COP26 climate change conference imminent; the ramifications of both will have a direct and large impact on UK businesses. One business that is already focused on the aims of the latter is DEOS Group, which has invested in environmentally-friendly products and print solutions. MD Nick Munton explains how they developed carbon neutral printing and how there is a distinct generational customer demand for sustainable products. October was also a big month for us personally, here at Dealer Support, as we finally held our much-awaited Dealer Support Live event at the Coventry Building Society Arena on October 21. The day was a great success, and it was wonderful to see so many members of the office product industry in person again after such a long time! You can read our review of the day in this issue; a roundup of the Question Time session, which closed the day is coming in our December issue – something to look forward to! Talking of December…as we’re now in November, I think that gives us permission to discuss Christmas! The festive season can provide a boost to sales for dealers if they offer the right products and know how to market them well. We dive into how you can use sales incentives to give you that end of year sales growth. As well as growing sales through seasonal opportunities, we also take a look at how dealers can maximise their sales potential online. During the pandemic online sales grew by a massive 48%, and 50% of orders were placed via a mobile device. This huge growth in online retail presents a fruitful sales opportunity for those dealers who know how to capitalise on the online market. Growing your online presence is one way to increase your profits, and another way is by cutting your costs; however, the old adage of ‘penny wise, pound foolish’ needs to be borne in mind - we explore why trying to save money by buying non-OEM consumables for printers and copiers may be a false economy. A new survey carried out by Fellowes Brands has found that 89% of UK employees say satisfaction is important to them in the workplace, with 88% of them adding that it improves their productivity by more than 25%. We break this down and analyse the four core elements which can increase employee satisfaction. Hybrid working certainly improves job satisfaction for many people and we explore how this change in working culture has led to more collaborative working. Father P, however, hasn’t a clue whether people are gaining more satisfaction from working from home or being in the office. Amy Hutchinson closes this issue with her FINAL WORD on why you need to invest in your future workforce. As always, don’t forget to chat to us on Twitter and let us know your thoughts and opinions: @dealersupport. November 2021
Issue 315
inspiring success
Super Stores Find out how to maximise your webstore
ORIGINAL & GENUINE Why buying non-OEM consumables can be a false economy
WORKSPACE SATISFACTION LEADS TO GREATER PRODUCTIVITY Survey reveals satisfaction is the key to productivity
SUSTAINABLE GROWTH Effectively communicating your sustainable credentials
Ellie Potter Acting editor
ACTING EDITOR Ellie Potter
CREATIVE TEAM Amanda Lancaster
FEATURES EDITOR Dan Parton
DIRECTOR Vicki Baloch
HEAD OF SALES Matthew Moore hello@dealersupport.co.uk All email addresses are formatted firstname.lastname@intelligentmedia.co.uk
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 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
NOVEMBER 2021
Contents INDUSTRY 06 NEWS AND VIEWS
The latest news and views from the industry
08 NEWS REPORT
Remote security top concern as hybrid working decentralises procurement
10 SUPER STORES
Providing the online experience customers want
16
14 XEROX – HELPING BUSINESS POWER A DISTRIBUTED WORKFORCE How Xerox can help hybrid working run smoothly
16 ORIGINAL & GENUINE
Why buying non-OEM consumables can be a false economy
20 WORKSPACE SATISFACTION LEADS TO GREATER PRODUCTIVITY Survey reveals satisfaction is the key to productivity
24 SMALL IS BEAUTIFUL
The new PFU (EMEA) Ltd scanner that is small, but mighty
38
DEALER SUCCESS 26 DEOS: INTERVIEW WITH NICK MUNTON Nick Munton explains how environmentally-friendly products can pay dividends
LEADERSHIP 31 CHRISTMAS BRINGS GLAD TIDINGS
The right products can equal a seasonal sales boost
34 DS LIVE - THE REVIEW
The return of Dealer Support Live
42 More and more businesses are waking up to the fact that online is super-critical,”
SALES SUCCESS 38 OFFICE COLLABORATION
Why collaboration presents opportunities for dealers
42 SUSTAINABLE GROWTH
Effectively communicating your sustainable credentials
LIVE IT 44 LIVE IT
Take a break and enjoy some lighthearted fun
46 FATHER P. CLIP
Is anyone really telling the truth about their preferred office location?
47 FINAL WORD
10
Invest in your future workforce
INDUSTRY
T H E M O N T H T H AT W A S
THE MONTH THAT WAS Exertis appoints IT director, service operations Exertis has appointed Cath O’Neill as
National ‘Keep It Local’ campaign reaches parliament
IT director, service operations. Cath will be responsible for the service desk, desktop services, infrastructure services and the implementation of ITIL standards across Exertis UK. She has more than 25 years’ experience of
The ‘Keep It Local’ campaign, launched by Nemo Office Club, is calling on
IT transformation and service delivery,
all SMEs to get behind the drive towards buying local following a series of
having restructured IT service teams
letters sent to PM Boris Johnson and then minister for the cabinet office, Michael Gove. The campaign has updated its www.keep-it-local.co.uk website to include
and embedded SLA management and ITIL processes.
a link to a template letter to send to MPs and, to make it easy to get involved,
Prior to joining Exertis, Cath worked
a link to help people find contact details for their local MPs. Since launching,
for the Odeon Cinema Group and
the letter has been downloaded more than 50 times, with site visitors also encouraged to share the message over social media. “It is important that we take the message to as wide an audience as
was responsible for all aspects of IT service delivery, keeping cinemas and
possible,” said MD Tim Beaumont. “I shared a letter we wrote to Boris
offices across the UK and Ireland fully
Johnson on LinkedIn and it very quickly received over 2,000 views. Not
operational and able to trade 24/7.
surprisingly we did not get a response from Boris Johnson - something to do
Cath will report to Liz Greenwood,
with Brexit, Afghanistan and the pandemic - but we are passionate about the
UK IT director, and will be based at
cause and so chose to follow-up with a second letter to Michael Gove.
Exertis’ National Distribution Centre
“At the time Mr Gove was minister for cabinet office, the position held by Matt Hancock when he declared government’s intention for £1 in every
in Burnley.
£3 of their procurement expenditure to be with SMEs by 2022; it seemed
“I am delighted to welcome Cath
appropriate that we enquired about an update on this and offered our help
to our UK IT team,” said Liz. “The
as a representative of over 300 SMEs within our group.”
business has experienced significant
Despite the lack of response from Johnson or Gove, the campaign has engaged with several MPs who have relayed the message that the campaign is being heard and the best thing to do is keep going and get more and
growth over the past couple of years and Cath will play a lead role
more businesses involved - hence the move to include all SMEs from across
in defining a number of upcoming
all industries.
IT projects.”
[06] NOVEMBER 2021
www.dealersupport.co.uk
T H E M O N T H T H AT W A S
INDUSTRY
Sale of parts of Office Depot Europe contract business to OT Group completed Office Depot has completed the sale of its larger mid-market, major and public sector contract customers in the UK and Ireland to OT Group Ltd. OT Group is part of Paragon Group and incorporates the OfficeTeam, OT Wholesale, Zen Office and Spicers Ireland businesses. The transaction includes Office Depot Europe’s UK and Ireland contract distribution centre in Ashton and associated colleagues, a dedicated sales and customer service team, and Vital Communications, Office Depot
ES Tech Group acquires Nexus Websites
Europe’s print, marketing and communications business. OT Group has also entered into a collaboration agreement with Office Depot Europe, servicing the international customers that will be transferred as part of the deal.
ES Tech Group, creators of the EvolutionX B2B eCommerce platform,
This transaction accelerates the strategic
has acquired Wigan-based Nexus Websites Ltd, a web development
transformation of Office Depot Europe to an
and design agency.
ecommerce-focused, omni-channel, business
“The design and user experience elements of a web platform are far too important now to outsource,” said Patrick Donnelly, CEO, ES Tech Group. “Customers make snap decisions on how your website looks and feels in
trading solely as Viking and paves the way for sale of the rest of the business to Raja. “This marks a further step in the
seconds. If you don’t pass that initial three-to-five second ‘gut check’, they most
strategic transformation of our business
likely won’t stick around long enough to find out about all your
that aligns perfectly with the sale of the
amazing features.
remaining core part of the business to
“We’ve been admirers of the incredible Nexus team for years - when
Raja,” said Raffael Reinhold, CEO of Office
the opportunity presented itself to bring their world class design and user
Depot Europe. “We are pleased that this
experience capabilities into the ES Tech Group family, we jumped on it straight
will provide continuity of service for our UK
away. ES Tech Group customers can expect to see us build new services and
and Ireland contract customers focused on
business models on the back of this acquisition that make world class design
bespoke solutions, and a bright future with
and user experience accessible to everyone.”
OT Group for our colleagues.”
Alex Induchny, of Nexus Websites, added: “After designing nearly 160
Andrew Jones, CEO of OT Group, added,
EvolutionX and Evolution legacy stores, this move was an absolute no-brainer
“Office Depot Europe will add a wealth of
for our team and customers. Even though we have always held a close working
experience and knowledge to our extended
relationship with ES Tech, to officially become part of the family is not only very
range of workplace solutions and business
exciting but should allow us to take our front-end design and development
services. This acquisition aligns with our
skills to the next level with greater access, knowledge and new tools at our
ambitious growth strategy, as well as our plans
disposal. We aim to continually build the best ecommerce websites, and we
to expand operations throughout Europe.”
believe EvolutionX has the potential to become a household name.”
www.dealersupport.co.uk NOVEMBER 2021 [07]
INDUSTRY
THE MONTH THAT WAS
NEWS REPORT Remote security top concern as hybrid working decentralises procurement As hybrid working grows in the UK it can bring new security risks - which business owners and IT leads need to be aware of. Dealers can lead the way in ensuring the technology is secure
I
T heads say data leaks in the home
people working from home is ensuring that the technology
will cause the biggest security
connected to business systems is secure,” said Mike
headache over the next two years
Mulholland, head of services and solutions at Brother UK.
as hybrid working arrangements see
“This is part of a wider opportunity for the channel, as
employees buying and installing their
they help customers respond to new challenges from the
own technology, according to new
workforce becoming more dispersed by providing new
research by Brother UK. More than a third (34%) of respondents cited the issue as
solutions and services. “It’s important that suppliers consult with clients on
their top concern as more decentralised purchasing decisions
balancing the efficiencies gained from decentralised
for devices such as laptops, printers and scanners are creating
procurement against the security and integration that’s
more data vulnerabilities. The research, which surveyed 500 IT
more assured from centralised decision-making. Helping
leads working for UK businesses, found that just 13% expect
customers to build lists of approved technology for
employees to be in the office full-time over the next two
employees to procure from may pay dividends in
years. Other top concerns included data security in
productivity and security benefits.
the office (27%), network security for remote workers (13%) and accountability (12%). Work to minimise security risks was signalled by 23% of
“It will also be important for IT vendors and partners to highlight when managed services can offer the best outcomes for businesses. Managed print services, for
respondents anticipating that office technology would be
example, give IT managers full oversight of print fleets
centrally procured with employees purchasing home tech
wherever they may be, enabling them to manage security
from approved supplier lists over the next two years - up
settings, firmware updates, and diagnostics from afar.”
from 19% which currently have this procurement model.
MANAGING SECURITY TOP PRIORITY
Overall, the research found security to be the top priority for
However, 11% of IT leads said they expect all office and home
IT heads, with 63% viewing the issue as ‘very important’ over
technology to be procured by employees on their own over
the next two years, compared to 52% who cited productivity,
the same period, compared to just 5% currently operating in
50% said cost-efficiency and 48% said sustainability.
this way, This could signal some additional challenges for security in the future. “The immediate challenge for IT leads in managing
[08] NOVEMBER 2021
www.dealersupport.co.uk
Meanwhile, 49% link IT security with business resilience, and 66% said they are currently working towards improving their IT security to underpin resilience.
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INDUSTRY
WEBSTORES
Super Stores
The pandemic demonstrated that webstores are essential for dealers but, in order to maximise their potential, they must provide the experience that customers are looking for
D
uring the pandemic online sales grew
be wowed by the look and feel of it - and they need to
by 48% as many shops had to close,
find what they are looking for quickly, and have enough
and 50% of orders were placed via a
information on the page to hit ‘buy.’
mobile device. For dealers too, many sales switched overnight to online;
“If the customer can’t logon to the webstore, or if there is a problem, or if when they do a search it takes
those with a professional, responsive, mobile-optimised
10 seconds, that is not a good experience for an existing
ecommerce website, along with a relevant product offering
customer or, worse, a new or potential customer.”
and the flexibility to cater for the rise in homeworking, had a distinct advantage over their rivals. “More and more businesses are waking up to the fact
Of course, it is also important how the webstore looks. It needs to be eye-catching when it goes live, and this needs to be kept up throughout the duration of the
that online is super-critical,” says Steve Bilton, managing
webstore’s life, Steve adds. “It needs to have the tools for
director of FusionPlus Data. “We are having conversations
the dealer – if they have the skills – to constantly innovate
now with dealers who were totally anti-ecommerce three-
on the look and feel of the site. Or the dealer needs to
to-four years ago but now have realised its value. It should
have a relationship with an organisation that can do that
be the most powerful sales tool they have, along with their
for them.
sales team.”
“In addition, it should not just be beautiful on the
For Steve, there are several crucial aspects that dealers
customer’s laptop, but also on their tablet and mobile too.
must focus on if their ecommerce solution is to deliver
Customers research products on their ‘phones in their
the revenue that owners might hope for. “Speed and
lunchbreaks, so that mobile experience needs to have the
reliability are the foundation of a webstore experience,” he
full fidelity of the main store, meaning they can place an
says. “The customer needs to be able to log on - ideally
order, download statements etc.”
[10] NOVEMBER 2021
www.dealersupport.co.uk
WEBSTORES
INDUSTRY
CONTENT IS KING
and more suppliers are seeing the value in providing the
But it doesn’t matter how good the website looks, or
software houses with stock availability feeds. Customers
how fast it is, if the product content within it isn’t of a
can search through the catalogues online, but they only
high quality customers won’t be able to find what they
want to order something they can get, so stock availability
are looking for or have the confidence to push the buy
feeds are really important,” Steve says.
button, warns Steve. “High quality product content helps customers to achieve a more accurate search as they will
BACK OFFICE INTEGRATION
be able to filter down by things like colour or size to find
Another crucial consideration for dealers is integrating their webstore with a back office system, says Clare ffolkes from Advantia. “An ecommerce website cannot operate in isolation,” she says. “To be truly effective, it
Speed and reliability are the foundation of a webstore experience
needs to be integrated with a full back office system and incorporate dynamic marketing functions. This ensures that, irrespective of how the customer interacts with the dealer, they experience consistency - and it allows dealers to reinforce brand awareness, build trust and loyalty, and tailor communications to known customer behaviours.”
what they want,” he says. “Having complete content for
Dani Attard from Comgen explains that Advantia and
each individual product is also vital to give customers the
Comgem have been developing a new, fully–integrated,
information they need to buy with confidence.
cloud-based solution, designed to overcome the
“It needs accurate descriptions, bullet points that
challenges of new ways of working and provide dealers
highlight the key points of the product, good quality
with a cost-effective platform to grow and build their
images that show the product, product attributes that can
business. “Benefits of this solution include streamlining
be easily read and a video showing someone operating
operations, avoiding duplication of effort, and creating
the product. Video is becoming more important, especially
targeted communications based on real-time customer
among the younger generation. Ideally, for technical
data,” she says.
or chemical products, you also need the supporting documentation.” Steve continues that, as most dealers operate B2B,
“Our all-in-one platform enables dealers to develop long-term customer relationships and offer more personalised on and offline shopping experiences, akin to
there is other must-have functionality required, such as
leading online players, while building upon that friendly
procurement. “There are customers with cost centres, or
local presence that many customers value and trust.”
that have multi-level authorisation requirements – so the
Andrew Long, customer care consultant at Prima
person who places the order, it might be a requisition
Software, agrees that dealers need a webstore that is fully
that gets pushed up to his/her boss who has to authorise
integrated with their back office system. “Resellers need
it, and that could also go up to the FD. This is all about
a webstore that can be managed centrally via their back
giving the dealer the ability to promote how they can help
office system so that customer accounts, product data,
an organisation to control their spend.”
catalogues and pricing can all be managed without the
Another facet of webstores that is becoming increasingly significant is stock availability data. “More
need for manual intervention by the reseller to duplicate their work,” he says. “Not only does this reduce the
www.dealersupport.co.uk NOVEMBER 2021 [11]
INDUSTRY
WEBSTORES
workload for the reseller, but customers can also access
marketing materials through this marketplace and their
up-to-date and accurate information at any time of day
webstores, resellers can offer a professional, efficient and
when browsing the webstore.”
relevant browsing experience that will keep and build upon existing client bases.”
RELEVANCY IS KEY When a customer lands on a webstore, relevancy is
MARKETING
key, Andrew adds. “Customers want to see current
Ben Jarvis, product manager at ECI Software Solutions,
product trends that are appropriate for them,” he says.
believes that how dealers’ webshops appear on screen is
“The resellers who thrive are the ones who adapt to the
crucial. “This includes the ability to display products where
demands of the market, and an intuitive webstore is at the
they want on the page, as well as easy customisation of the
forefront of this. With the integration of orderpads and
homepage and the ability to upload offers or deals.”
contracts, resellers can use their webstores to promote
He adds that it is important that dealers can market
customer-specific products through product lists, banners
their ecommerce store effectively to ensure they reach the
and advertisements that can be updated and interchanged
target market. “By integrating their ecommerce software
and be visible to the customer in a matter of minutes.
and CRM system, dealers can offer more personalised
“Taking advantage of integrated Punchouts such as
customer journeys,” he says. “The ability to remember
SAP Ariba and Proactis grants resellers access even larger
past orders and save shopping carts is now deemed
client bases, attracting more business and maximising
essential, with customers increasingly time-poor and
revenue through PrimaGo webstores. The addition of
seeking efficient and streamlined service.
a managed, and regularly updated, catalogue service
“It’s becoming increasingly common for dealers to have
provides resellers with regular and consistent updates to
electronic data interchange (EDI) systems in place, which
quality, attributed product data.
can import data from suppliers and change the way orders
“Suppliers can access this marketplace to submit
are processed and handled. Since integrating an EDI
their own marketing content for use by resellers. By using
system, many customers have reported a performance
features such as vouchers, reward points and dynamic
uplift, with day-to-day processes far more efficient.”
Video is becoming more important, especially among the younger generation
[12] NOVEMBER 2021
www.dealersupport.co.uk
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[14] NOVEMBER 2021
www.dealersupport.co.uk
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INDUSTRY
OEM CONSUMABLES
Original& genuine
With many office-based businesses taking a careful look at costs, it can be tempting to save money and buy non-OEM consumables for printers and copiers - but this could be a false economy
A
s more people return to the
intended for to offer users the best performance from
office after the end of lockdown
their printers – the key selling point for dealers when
restrictions, traditional office
speaking to customers,” she says.
expenses, such as consumables for
“Compatibles have a lower face value cost but
printers and copiers, are on the rise
genuine supplies last longer, need replacing less often
again. With many businesses in a range of sectors still
and offer a lower total cost of ownership; they also
recovering from the financial effects of the pandemic,
produce far superior print yields. Independent testing
keeping costs down is critical. With this in mind,
of Brother Genuine supplies showed that they deliver
some office managers may look to buy non-branded
57% more pages than non-genuine cartridges, which is
consumables, rather than ones from the original
helping to keep workers printing and more productive.
equipment manufacturer (OEM). However, as Louise Unsworth, business unit
“Non-genuine toners were also shown to impact drum yield, leading to more productivity-sapping
manager at Brother UK, explains, this could prove to
breakdowns. Fewer drum changes means that Brother
be a false economy and there are very good reasons
Genuine supplies are more sustainable, because not
for purchasing OEM consumables. “OEM consumables
only are fewer cartridges thrown away, but fewer need
are designed specifically for the machines they are
to be produced.
[16] NOVEMBER 2021
www.dealersupport.co.uk
OEM CONSUMABLES
INDUSTRY
“Reliability and security are key factors when it comes to making decisions on what consumables to buy. Brother Genuine supplies for our SMB range are Smithers PIRA accredited, which means that they’re guaranteed to be tamper-proof and guarantee that independent testing has been conducted against known methods used by criminals to commit fraud.”
Reliability and security are key factors when it comes to making decisions on what consumables to buy
ADVICE Louise adds that dealers should be careful in the advice they give to customers on buying OEM consumables.
supplies individually. “MPS monitors usage round
“While it’s vital to support a business in optimising its
the clock and orders supplies automatically to make
expenditure, this shouldn’t come at the expense of
sure businesses never run out of ink or toner. This
reliable, secure and sustainable solutions that can help
reduces downtime and cuts out the hassle of ordering
a firm boost its productivity,” she says. “Dealers have
consumables and, combined with their quality, gives
a significant opportunity to support their customers
customers peace of mind in their print function.”
in creating more resilient and productive tech infrastructure as they adapt to the new world of work,
SUSTAINABILITY
and consumables should play an important part in
Michele Mabilia, head of product marketing at
those conversations. They can also help their customers
Kyocera Document Solutions (U.K.) Ltd, agrees that,
have a positive impact on the environment, with our
when choosing managed print contracts, it is key to
Welsh factory ensuring that there is zero waste to
consider not just the price, but additional important
landfill and making the cartridges carbon neutral.”
aspects such as quality and sustainability. “A recent
Louise points out that the advantages that OEM
comparative test we carried out shows how original
consumables deliver are part of what makes managed
manufacturer toners consistently reach 100% of the
print services (MPS) preferable to procuring tech and
indicated yield, while compatibles, on average,
www.dealersupport.co.uk NOVEMBER 2021 [17]
INDUSTRY
OEM CONSUMABLES
“At Epson we ensure that the entire lifecycle of our products is focused on being as sustainable as possible,
COP26 must act as a reminder that we all have a role to play in tackling climate change
and we endeavour to align with the UN’s sustainability development goals which are intrinsic to our different functions and practices in the UK and around the world. “This level of ‘lifecycle thinking’ impacts the materials we use, how they are produced, how they are transported and, ultimately, how they can be reused. In
reached only 80%,” he says. “Non-original toners can cause damages to the fuser and invalidate the manufacturer’s warranty too.” Michele adds that the company also offers a returns service for all used, genuine Kyocera toner cartridges, which are then recycled – something other OEMs offer too. “This means empty toners don’t go to landfill; they are used to produce brand new materials for a variety of products.” Boris Manev, head of sustainability and government affairs at Epson Europe, also believes that print quality and sustainability of consumables are important considerations when buying. “Eco efficiency is one of the most important reasons why dealers should make sure they’re selling original consumables,” he says.
[18] NOVEMBER 2021
www.dealersupport.co.uk
the case of ink cartridges, the key consideration begins with a production process focused on global warming prevention, continues with the elimination of emissions and the control of chemical substances, and ends with a collection system that ensures the safe return of empty cartridges to Epson. “Conversely, non-genuine cartridges are predominantly manufactured in areas of the globe with some of the highest carbon footprints in the manufacturing world, and are often imported into Europe with no collection or recycling schemes in place. COP26 must act as a reminder that we all have a role to play in tackling climate change, and if dealers are to play their increasingly important part then they must consider carefully the eco credentials of the consumables they sell.”
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INDUSTRY
W O R K S PA C E S AT I S FA C T I O N
Workspace satisfaction leads to greater productivity A new survey of European workers has found that satisfaction in their workspace leads to greater productivity
M
ick Jagger, frontman of the Rolling
office. Moreover, 88% of UK employees say satisfaction
Stones, famously sang about how he
improves their productivity by more than 25%.
couldn’t ‘get no satisfaction’ in his
Additional social media sentiment analysis
life. If the same is true of employees
conducted by Fellowes Brands backs up the survey
and their workspaces, chances are
results; it found that there were 1.9 million mentions of
they aren’t going to be as productive as they could be,
workspace satisfaction in the past 12 months, up from
according to the results of a new survey of more than
1.5 million mentions in the previous year. Following a
6,000 employees across Europe – including 1,000 from
period where many Britons spent a year working almost
the UK – carried out by Fellowes Brands.
exclusively from home, Fellowes Brands’ survey found
It found that 91% of all European employees, and
that 36% of UK employees who work from home say
89% of UK employees, say satisfaction is important to
they feel more productive in the office, and 29% say
them in their workspaces, regardless of whether their
they feel more productive when working in the new
working location is the corporate office or the home
‘hybrid’ working environment.
[20] NOVEMBER 2021
www.dealersupport.co.uk
W O R K S PA C E S AT I S FA C T I O N
FOUR CORE ELEMENTS
environment, including a suitable desk,
80%
The survey also revealed interesting commonalities between employees in France, Germany, the Netherlands,
of UK employees say
Poland and Spain, as well as the UK. In
it is important to their
comparing results from the European
INDUSTRY
productivity that their
countries, the data paints a picture of
employer invests in
chair and monitor at eye level is important to their productivity. ●
80% of UK employees say it is important
to their productivity that their employer invests in ergonomics.
ergonomics
four ‘core elements’ that make up workspace satisfaction - clean environment, healthy workspace, secure environment and tidiness/organisation.
SECURE ENVIRONMENT • 66% of all European employees agree that being able to dispose of confidential or sensitive documents securely gives them satisfaction.
CLEAN ENVIRONMENT • 77% of UK employees say it is important for an employer to invest in clean, healthy air (e.g.
• 74% of UK employees say it is important that an employer invests in equipment to shred sensitive documents.
using air purifiers) to facilitate productivity in their workspaces. • 54% of all European employees surveyed said that
TIDINESS AND ORGANISATION • 81% of UK employees say
a well-ventilated space is the top ‘smell’ that gives
having a clean, healthy
them satisfaction in their workspace.
workspace is important to
• 33% of UK employees say they find breathing cleaner, healthier air satisfying at work.
their productivity. • 77% of UK employees
81%
of UK employees say
having a clean, healthy
HEALTHY WORKSPACE
say it is important that
workspace is important
• 83% of all European employees – and 81% of
an employer invests in
to their productivity
UK employees – say having a good ergonomic
the effective storage and
www.dealersupport.co.uk NOVEMBER 2021 [21]
INDUSTRY
W O R K S PA C E S AT I S FA C T I O N
organisation solutions they need to be
to notice is that the most productive people
79%
productive at the office. • 79% of UK employees say having
all seem to have one commonality satisfaction. To successfully transition
access to the equipment they
of UK employees say having
to this exciting hybrid working future,
need, such as an extra monitor
access to the equipment they
employers must implement practical
to view large documents, is
need, such as an extra monitor
important to their productivity.
to view large documents, is important to their
• 73% of UK employees and 69% of all
productivity
European employees say it is important that an employer invests in equipment
strategies that allow their employees to be satisfied with the setup within the corporate office, as well as within their
home working environment. “Having employees who are well-equipped -
to produce the high quality presentations and
and thus satisfied with their working conditions in
documents, including laminators and binders, which
both locations - will lead to outcomes of
they need to be productive at the office.
higher productivity.”
A theme running throughout the four core elements
Fellowes Brands UK marketing manager, Jeremy
points to the need for employers to ensure the correct
Cooper, agrees. “The modern workspace is rapidly
equipment is provided in the hybrid workspace:
evolving, and with that comes a change in the tools that
• 50% of all European employees said it positively
employees need to be successful and productive in their
impacts their productivity when they are satisfied
work. As employers begin to design new hybrid ways
with their working set-up.
of working, ensuring that they outfit their employees
• 36% of all European employees prefer to have a
for both corporate and home office working will be
hybrid working option, versus 24% who prefer to
key. “Employers must ensure that their employees’
work solely from home.
workstations are optimised for each of the Four Core Elements of Workspace Satisfaction. Doing so will keep
HYBRID FUTURE “The future of work is hybrid,” says productivity
employees safe, satisfied and productive. “At Fellowes Brands, we
expert Martin Geiger, who authored Fellowes Brands’
understand that hybrid
whitepaper on the results of the survey. “No longer is
working is the future,
working solely relegated to the company office; the
and have built our
modern workspace now involves employees splitting a
hybrid workspace
portion of their time working from within the corporate
tools to meet the
office, and a portion working from the home office.
demands of this future,
“Throughout my career working with some of
ensuring productivity for
the world’s biggest companies, one thing I’ve come
[22] NOVEMBER 2021
www.dealersupport.co.uk
the long-term.”
73%
73% of UK employees say it is important that an employer invests in equipment to produce high quality presentations and documents, including laminators and binders
Work Better. When something just does exactly as it’s supposed to do, perfect f ly fect l . When you cant perfectly. can’t quite explain it, but you know w it ffeels good. That’s what Fellowes creates. That’s workspace satisfaction. f faction.
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Your customers will be very satisfied with our latest promotions. Contact your Fellowes representative for more information and your free marketing toolkit. *Offer valid from 1st September until 31st of December 2021, see website for full terms and conditions.
INDUSTRY
SPONSORED
Small is beautiful F
For home and hybrid workers, space matters - but so does working as efficiently as possible. A new personal scanner from PFU (EMEA) Ltd ensures employees can work efficiently in a small space
or the many people
workspaces in home and other non-
who work at home
office workspace.
today, space is at
But help is at hand as PFU (EMEA)
In operation, it maintains its small stature; for example, it has a U-turn feed path, which minimises the device’s
a premium. Home
Ltd has recently launched the ScanSnap
footprint by removing the need to
workers often don’t
iX1300, a new personal document
extend any trays - but, despite its small
have the work space they do in the office,
scanner with a small operational footprint
size, it loses nothing in its practicality.
or want to tidy their equipment away at
to help individuals maximise their
It enables users to do PC-free scanning
the end of the working day to keep a
productivity wherever they work from.
direct to mobile or cloud services and
delineation between work and home.
has the ability to save documents as DESIGNED TO FIT ANY WORKSPACE
searchable PDFs or editable Word,
people who require equipment such
The ScanSnap iX1300, the latest
Excel or PowerPoint files.
as scanners to do their jobs effectively.
addition to the long-established and
Another significant feature of the
Scanners, especially those with the
world’s best-selling personal scanner
ScanSnap iX1300 is the efficiency it brings
functionality required by office workers,
range, is designed to fit on any desk or
to the workspace. It doesn’t need time to
can have quite large footprints when
makeshift workspace; it weighs just two
warm up – it’s ready to scan at 30 pages
drawers and trays are considered, which
kilogrammes and has dimensions, when
per minute in seconds.
can be difficult to accommodate in small
closed, of 296mm x 114mm x 87mm.
This can present a problem for
[24] NOVEMBER 2021
www.dealersupport.co.uk
Thanks to its clever return path,
SPONSORED
INDUSTRY
anything from single sheets to small receipts
giving purchasers extra peace of mind.
or booklets up to 2mm thick can be instantly
“Today’s workforce must be adaptable,”
scanned without even opening the cover. In addition, both sides of an individual sheet can be scanned simultaneously with the press of a single button.
Today’s workforce must be adaptable
KEEP IT SIMPLE
says Hiroaki Kashiwagi, president and CEO of PFU (EMEA) Ltd. “Employees, business owners and entrepreneurs often work from multiple locations, and they expect their IT to be just as flexible. “Thanks to its tiny operational
As with all the devices in the range, the
footprint, and time-saving innovations,
ScanSnap iX1300 is simple and easy to
the ScanSnap iX1300 offers a practical
use; there are no complex settings or
themselves working at home, in the
means for today’s worker to make paper
TWAIN protocols to deal with; users just
office and on the move. Users can
work wherever they choose to make
need to be able to press a button.
connect via WiFI to scan documents
their office.”
ScanSnap Home software is
directly to cloud services, desktop or
included as standard, enabling users to
office applications.
The ScanSnap iX1300 is the small scanner that has a big impact on
review, edit and custom tag-scanned
Another bonus is that desktop
employees. PFU (EMEA) has a wealth of
documents all from one application,
clutter is kept to a minimum - vital for
enablement assets on the iX1300 for you
making managing scanned files simple
those with limited space in their homes
to use to update your website, inform
and easy to use. From automatic
- and it can be packed into a drawer at
your staff and promote to customers -
classification according to document
the end of the working day. This enables
available on its Partner Portal.
type, image optimisation and final
employees to keep their home and work
file distribution, to assisting users to
life separate, which can help to maintain
partner.imaging-channel-program.
manage and edit scanned data from
their mentalwellbeing; the significance
com/English/
documents, receipts, business cards,
of this cannot be underestimated in
Click the link to access or to join:
keeping employees motivated and Embrace digital takes the stress out of organising and working as productively as possible. finding what you need. Users can also: transformation The ScanSnap iX1300 also comes • Scan contracts and documents at with one year warranty as standard, with Fujitsu external meetings and from home • Connect directly to WiFi networks Document and scan documents to cloud Scanners services photos and more, ScanSnap Home
• Move locations with a simple, compact scanner that fits into any workspace • Organise anything, from A4 documents to mini booklets.
Offer your customers the benefits that digital processes can bring:
The ScanSnap iX1300’s ease of use means users can quickly get back to
other tasks, helping to ensure they work as efficiently as possible. Its compact size also means it can easily be taken wherever the user is working, making it perfect for hybrid workers who find
www.dealersupport.co.uk NOVEMBER 2021 [25]
Join Fujitsu’s Imaging Channel Program and gain access to a wealth of sales enablement tools to help you understand and position the
DEALER SUCCESS
DEOS GROUP
DEOS: interview with Nick Munton DEOS Group’s investments in acquisitions and environmentally-friendly products and print solutions is paying dividends, as NICK MUNTON explains
A
cquiring another
company’s acquisition of Port Solent-based
business can be hard
managed print solutions provider Redshank
stages that Nick and his team met up with
enough at the best of
through lockdown.
their counterparts at Redshank. “We visited
times, but doing this
“It wasn’t your normal kind of
their office on the day we paid the money,
acquisition,” says Nick. “The first bit was
and they visited our office about two days
with social restrictions in full effect, takes
all done by emails, ‘phone and Zoom calls.
before that to thrash out the deal,” he says.
things to a whole new level of difficulty.
In normal acquisitions, there are tons of
Nick points out that the company didn’t
Such circumstances might put off some
meetings with solicitors and accountants
skimp on critical parts of the process, such as
businesses, but not Nick Munton, managing
around tables and you like to see the whites
due diligence, and the deal has turned out to
director of DEOS Group, who steered the
of people’s eyes.”
be successful as a result. “We have integrated
[26] NOVEMBER 2021
during a pandemic,
It was only when the deal got to the final
www.dealersupport.co.uk
DEOS GROUP
the business well and it has given us access to
printing. We wanted to see what we could do
HP products,” he says. “We must thank the
to reduce the environmental imprint when
guys at Redshank for their continuing help
people bought copiers and printers; with the
and support over the first few months; they
help of Lexmark as one of our key partners
have looked after their customers very well and
we have made great steps with that.”
there have been a lot of contract renewals.” Redshank adds to DEOS Group’s
There are numerous differences between carbon neutral and traditional print
managed print solutions business, which has
solutions. “Without giving away every trade
been growing strongly in recent years thanks
secret, an obvious one is the collection,
to its carbon neutral printing offer, which
recycling and remanufacturing of toners,”
was launched in 2016.
Nick says. “Something like 80-85% of all toner cartridges in the UK end up in landfill
CARBON NEUTRAL PRINTING Nick has long had an interest in
- and that is diabolical. “We also include paper in our service
DEALER SUCCESS
With new equipment, there is better quality but also a compelling financial analysis just on the energy usage too
those out together.” Another factor is that the technology behind copiers and printers has advanced
environmentally-friendly office solutions,
contract, which means we get to choose
significantly in the past five years in terms
with the DEOS Group, having established
the paper and ensure it is carbon offset so
of using less energy, Nick says. “Modern
The Green Office more than a decade ago.
customers make a good choice there. It
devices tend to use massively reduced levels
“The clue is in the title - an alternative
also allows us to consolidate our deliveries
of energy to produce a page compared to
green solution for every office product,
because, when someone requires toner, they
older models and they sit in standby mode
where possible,” he says. “We took this a
almost always require paper too - as we have
at a far lower constant use of energy and so
step further in 2016 with carbon neutral
our own vans and deliveries, we can send
don’t require a huge fire-up just to print off one
www.dealersupport.co.uk NOVEMBER 2021 [27]
DEALER SUCCESS
DEOS GROUP
page. A great deal of printing is one-offs and
“More businesses have CSR and
every time an older device fires up just for that
environmental policies, and they are looking
page, the energy use can be quite significant.
to improve their own operations where they
“We recently replaced 55 devices at a
can; lessening their environmental impact
school and part of the financial analysis
and carbon neutral printing has worked well
was the savings made on electrical usage.
for us in that way.”
The school was keen on the green side, but
It is only going to get more important
Modern devices tend to use massively reduced levels of energy to produce a page compared to older models
when they looked at the energy, they saw a
in the future, Nick reckons. “In our industry
tangible cost saving attached to it. With new
people thought how could they help? They
equipment, there is better quality but also
think it’s all about changing packaging, LED
a compelling financial analysis just on the
lights, whatever - but, when they realise that
more electric vehicles on our fleet. That all
energy usage too.”
even something as mundane as copiers and
has an impact for customers too.”
printers can have quite a dramatic impact on ENVIRONMENTAL EMPHASIS
the environment, they are interested.”
But it isn’t just about the environment DEOS is planning for further growth in the coming years, and are currently recruiting
There is increasing emphasis on environmentally-friendly products, Nick
FUTURE
for the furniture, managed print and export
adds, especially among younger people.
DEOS plans to keep on investing in the
divisions. Also in the next year they plan to
“There is a clear generational gap,” he says.
environmental side of the business in the
open an office in the north of England to
“If I walk into an appointment and see
coming years. “We are looking to make
service their client base around the M62, and
someone my age on the other side of the
more inroads there and improve on what we
push sales up towards the £25 million mark
table, I know that - almost without fail - they
already do – we’re looking at further ways
from its current £20 million.
won’t be interested in the environment. If I
to help people lessen their carbon footprint
see someone 30-ish, I know it will be top of
such as making sure things go out, where
– and Nick hopes they may be completed
their agenda.
possible, without packaging and having
more conventionally than the last one!
[28] NOVEMBER 2021
www.dealersupport.co.uk
There may also be more acquisitions
GIZA L
TIKA
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TA SPAR
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LEADERSHIP
DIRECT MAIL
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[30] NOVEMBER 2021
www.dealersupport.co.uk
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CHRISTMAS
LEADERSHIP
Christmas brings glad tidings Christmas can provide a seasonal boost to sales for dealers if they offer the right products - and back them up with well-marketed promotions
A
s the clocks have
quality, branded personal stationery items,
this trend continues, Christmas will be an
been put back, and
rather than always just looking for the cheapest
excellent time for selling items such as boxed
Halloween and Bonfire
products. “We expect to see this trend continue
pens or impulse purchases at the counters
Night have passed,
into the Christmas period,” he says.
– paint markers, silver and gold, and Parker
thoughts start turning
pens are expected to be very popular from
to Christmas – and, for dealers, this presents
INCREASED FOOTFALL
an important opportunity to boost sales.
Another trend that Nemo Office Club’s
In the run-up to December 25, dealers
CDU displays.” With this in mind, Alan says that Nemo
retail members are reporting is that hybrid
Office Club is working with its supply
can capitalise on trends already seen this
workers are often calling in to their shops to
partners to provide retail members with a
year, according to Alan Calder from Nemo
pick up items. “It could be they visit in their
huge range of Christmas items that they can
Office Club. He notes that they are seeing
lunch break, or use it as an excuse to get out,
use with the marketing support available
a trend among home and hybrid workers
and this is providing more personal choice
to increase footfall. “Batteries are always in
to move towards higher ticket value, better
and a willingness to spend more,” he says. “If
high demand at Christmas, particularly last
www.dealersupport.co.uk NOVEMBER 2021 [31]
LEADERSHIP
CHRISTMAS
The people element that comes with being a dealer is unique
including craft items, but also tech goods.
to employ, according to Charlotte. “You see a
“Over recent years we have seen a shift to
rise in sales incentives at this time of year,” she
goods such as TV screens, monitors and
says. “This year we are looking at doing reward
coffee machines selling well at Christmas, be it
points at Christmas as a different catch to help
coincidence or being ordered as gifts,” she says.
boost sales.”
Another growth area at this time of year,
Christmas promotions can also help
especially among the education sector and
here. “We run Christmas promotions every
larger corporates, is branded merchandise with
year, such as the ’12 Days of Christmas’ where
company logos on that can be given away as
every day for 12 days we target customers with
minute, and we are anticipating a massive
presents, says Charlotte. “There is also demand
different promotions, whether it is something
spike in craft items as people look to make
for printed clothing. Various companies order
free, a discount on purchases, free Quality
more personalised cards and gifts,” he says.
in Christmas uniforms, such as T-shirts, in
Street on all orders – just something that
retail environments that carry the company
makes you stick in the customer’s head rather
Christmas hamper supplier to our offering
logo and things like ‘Santa’s helpers.’” She notes
than them going down the mainstream route,”
to members. After what everyone has
that orders for these come in relatively early, in
she says. “It’s about making the opportunity
been through there is still a sense of being
time to be made to be worn in store right from
exciting - something tangible that the
thoughtful and kind to others; we are
the start of the run-in to Christmas.
customer can see.”
“This year we have introduced a
expecting the hampers to be popular as gifts
Charlotte believes that dealers, especially
If these ideas are to be as successful as
for employees, suppliers and as a general
smaller, independent ones, are also ideally
possible, dealers need to ensure that customers
‘Thank you’ in the B2B market.”
placed to take advantage of opportunities
know that the promotions are available, and
presented by the trend among customers to
this should be done through adverts on their
customers and dealers to consider is security
want to shop more locally for Christmas items
website, along with mail shots, eshots and
products, particularly as many offices are left
such as hampers and support local businesses.
even old-fashioned picking up the ‘phone and
Alan adds that another important area for
empty over the holiday period. “However, the
“It is almost a USP for independent dealers
calling customers, Charlotte says.
expectation is that this will have plateaued this
at the moment, with people wanting to do
“Following-up on marketing is key, as
year with the change to hybrid working; we’ve
more locally,” she says, adding that if these
are things like tracking website traffic and
made laptop and cyber security relevant all
dealers expand their horizons in terms of the
making sure promotions are up-to-date,”
year round, not just about being vulnerable at
range of products they sell, the extra sales
she says. “The world is going online, but it is
Christmas,” he says.
could continue into the New Year.
that personal touch as well, and there is a gap for dealers to do the personal stuff as well as online sales platforms.
BOOSTING SALES
SALES INCENTIVES
Charlotte Eyre, director of marketing at
However, if dealers are to ensure they
Nectere, agrees that Christmas is a good time
maximise the potential of the Christmas
being a dealer is unique, especially at this
of year to boost sales in a range of sectors,
period, there are various strategies they need
time of the year.”
[32] NOVEMBER 2021
www.dealersupport.co.uk
“The people element that comes with
LEADERSHIP
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LEADERSHIP
DEALER SUPPORT LIVE
DS Live The Review After a pandemic-induced hiatus, Dealer Support Live returned on October 21, and leading players from the sector came together again to network and talk about the future of the workplace supplies sector
A
fter 19 months of
they had attended for many months, and it
advised dealers on how to engage with the
disruption, a welcome
provided a valued chance to reconnect with
increasing number of environmentally savvy
dose of normality
friends and colleagues.
customers out there and convert this into
was delivered at the
As ever, throughout the day there were
more sales; with the environment becoming
seminars specially designed to help dealers
increasingly more important, especially to
Society Arena in late October, when Dealer
operate more effectively. First up, James
younger customers, this is something dealers
Support Live returned, bringing the sector
Skellington from Force24 talked about how
need to pay attention to. Integra Business
together in a day of workshops, talks and
dealers can make best use of email marketing
Solutions’ Robbie Burgess explored the lost
networking. For many people this was one
to drive up business by creating more hot
art of product sales, and how sales staff can
of the first – if not the first – industry events
leads. Toby Robins, from Green Element,
maximise sales opportunities to customers.
[34] NOVEMBER 2021
Coventry Building
www.dealersupport.co.uk
DEALER SUPPORT LIVE
LEADERSHIP
KEY TRENDS
biscuits, they want healthy snacks, they
as another range that has grown in
Meanwhile, Helen Wade, marketing director
want premium, and it is how we offer
popularity for Fellowes across a range of
at VOW Wholesale, analysed the current
that as an industry.”
sectors - both wall-mounted and plug-based.
state of the sector and identified some of
Helen added that immediate
These Fellowes products have been proved
the key product trends and opportunities
opportunities for dealers include ‘back-to-
for resellers in the final part of this year and
school’ packs, heaters for homeworkers,
into 2022. Helen believes there are plenty of
diaries and planners, hot drinks for the
WORKWEAR
opportunities for resellers outside of their
workplace, sanitisation at work and at
Next came Ben Jarvis of ECI Software
traditional markets - such as in warehouse
home, hygiene – with paper towels and
Solutions who followed on by talking
and transport - to sell products from
soap making a comeback – air purifiers,
about the opportunities for dealers around
facilities ranges through to stationery and
CO2 monitors, hybrid working equipment,
workwear. Ben explained that workwear has
office. “Travel – air, sea and rail – is getting
such as business luggage and headsets, and
grown strongly in recent years, and that this
back on its feet now and I think is a market we
Christmas products.
is down to several reasons, including the
can tap into,” she said. She added that there are also plenty of opportunities for dealers to branch out into new
There are plenty of opportunities for resellers outside of their traditional markets
to remove 99.9% of COVID-19, Nick said.
diversity of products that can be sold under WORKING IN DIFFERENT WAYS
the workwear banner, and the wide range of
In the workshop that followed, Nick Brown
industries it can be sold to. Anything from
from Fellowes outlined how people are
shirts to safety equipment comes under the
working in different ways and how this
workwear banner.
presents ongoing opportunities for dealers.
Ben pointed out that construction is
He noted that a survey in June found that
by far the biggest buyer of workwear, and
49% of homeworkers had inadequate
for several reasons; a lot of work takes
workstations, and that dealers have opportunities as a result. For instance, sales in monitor arms have grown by more than 1,000% in the past year, thanks to home and hybrid working, and it is value adding products such as this where dealers can sell, especially to
product lines where there is increasing demand,
those who have dual screens. Laptop
including catering, cleaning, hospitality and
risers have also grown in popularity
food services – in-house and takeaway.
for similar reasons – and they
In terms of key product trends, Helen felt that the environment has not been uppermost in people’s thinking for 18
represent another cheap value add for dealers. Nick explained how new
months, but it is now coming back onto
ways of working have created new
the agenda. “Ethical sourcing, product
demands. For instance, Fellowes’
availability and improved packaging are all
new shredder range demonstrates
really important,” she said. “Remote and
how aesthetics have been thought
homeworking has been massive in the past
through carefully; it isn’t just a
18 months and is something we need to
‘black box’ anymore; people also
ensure we cover with product range.
want them to be smaller, and more
“People are looking for more affluent meeting spaces - with meeting room refreshments, people don’t want standard
easy on the eye, in order to fit into a home office environment. Air purifiers were identified
www.dealersupport.co.uk NOVEMBER 2021 [35]
LEADERSHIP
DEALER SUPPORT LIVE
People are looking for more affluent meeting spaces place outside so seasonal clothing needs to
and storage space, while increasing security
now many people will go into the office for a
and efficiency at the same time as dealing
purpose, such as a meeting or to collaborate
with compliance. Document scanners
with colleagues, rather than just to answer
have an important role in enabling this.
emails, which can be done at home.
“With the increased amount of remote
This, he said, presents opportunities for
working, employees also need access
dealers to sell new and different products
to a range of information - and a lot of
to customers. For instance, personalisation
companies still have information
has been key for home workers, with more
locked up on paper,” he said.
demand for different colours of products,
be available, and there are various safety
for example. In the office, things like scrum
specifications that have to be considered
REIMAGINING THE WORKPLACE
- plus high levels of wear and tear. This is
The final workshop of the afternoon saw
a market dealers can and should tap into –
Simon Williams and Keeley Shepherd from
almost consultative role with customers, and
and then sell in other products.
3M team up to talk about reimagining the
advising them on the equipment they need
workplace, post-pandemic. Simon said work
for the office, and at home, getting people
has changed and
excited and enthusiastic about products.
DIGITALISING INFORMATION
boards have increased in demand. Keeley added that dealers can have an
After lunch Daniel Melly, partner manager
In December’s issue of Dealer Support,
at PFU (EMEA) Ltd, discussed the
there will be a review
importance of taking information that is
of the closing Question
captured on paper and digitalising it by
Time session featuring several
scanning it so it can be used and shared. Paper is used by every organisation, but digitalising it can help to reduce costs
[36] NOVEMBER 2021
www.dealersupport.co.uk
industry heavyweights discussing the present and future of the sector.
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SALES SUCCESS
C O L L A B O R AT I O N
Office Collaboration With the rise of hybrid working, the role of the office is changing. More emphasis is being placed on collaboration, which means that many offices will need to be reconfigured to accommodate this, presenting sales opportunities for dealers
W
hile much of life
CLEAR INTENTIONS
of navigating virtual hiccups, dialling-in in
appears to be getting
So, it seems that the days of employees going
our loungewear, and being forgiving of our
back to something
into the office to work at their laptops and
colleagues’ background noises or interruptions
like normal since
check emails will largely be over, as Elisabete
has changed our idea of how formal our get
the ending of social
Wells, marketing director at ACCO UK Ltd,
togethers need to be. We can now expect the
distancing measures
explains. “With so many organisations adopting
traditional, rigid, tightly-structured meeting to
in the summer, the way many people work
a hybrid working approach, with some days
be replaced with much more casual, informal
seems to have permanently changed, with
spent remote and others in the office, the days
and constructive collaboration sessions.”
many seeking a hybrid way of working –
staff spend working in the office will likely
spending some time working at home and the
become more intentional and purposeful,” she
to evolve to suit this format, Elisabete adds.
remainder of the week in the office.
says. “More independent tasks are likely to be
“Instead of the focus being on individual
This means that the office itself will need
reserved for homeworking, while we will go
offices with doors, and private workspaces that
Business and individual attitudes towards the
in the office with clear intentions and a plan of
primarily promote solo productivity, designs
future of homeworking, UK: April to May 2021,
action that will include meeting with specific
will begin to centre on providing a more
the Office for National Statistics found that, of
people and getting the most out of the day.
fluid, open plan, comfortable environment
Indeed, in a report published in June,
for teams to collaborate effectively,” she says.
working adults currently homeworking, 85%
“As a result, our idea of how the office
wanted to use a hybrid approach of home and
will be used, and what these future ‘meetings’
“These sessions will no longer be relegated
office working in future.
might look like, will change. A year-and-a-half
to designated meeting rooms, either. Instead,
[38] NOVEMBER 2021
www.dealersupport.co.uk
Workwear has undergone years of steady growth and is projected to continue in this trend, whilst the demand for safety equipment and customised workwear products continues to rise. Horizon® provides your business with a world class software solution that’s already servicing workwear dealers across the UK with a fully featured ERP, integrated accounting and an integrated ecommerce platform (HorizonWeb®).
Easily import complex product and attribute data.
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SALES SUCCESS
C O L L A B O R AT I O N
brainstorms, catchups and co-working will take place whenever, and in spaces designed to facilitate the production and exchange of ideas.” Elisabete believes that dealers should expect to see a trend towards office solutions that help make any space into a functional collaborative space. “Nobo has just released its new Move & Meet Mobile Collaboration System of mobile, double-sided, magnetic whiteboards and notice boards that allow teams to work flexibly, productively, and co-
work setting to suit everyone; iInstead, it’s
With hybrid, it is likely there will be team meetings where some people are physically in the meeting and some are remote
operatively from anywhere in the office,” she
about balance. Companies that don’t provide workers with the types of spaces they need to manage the demands and intensity of work will find that this can have a negative impact on employee wellbeing. “Employees will need spaces designed for collaborative meetings, areas for agile working and opportunities to relax, as well as places to escape to focus on individual tasks. Businesses can design physical workplaces to support this.
adds. “The boards can even be used to partition
Different office configurations could be
off an area to create a separate, designated
people are physically in the meeting and
employed depending on whether a group is
workspace if one is desired. As we move into
some are remote. “Employers need to have
brainstorming, hosting a training session or
the next era of our professional lives, dealers
a set-up that enables everyone to be on an
conducting a daily meeting. Businesses need
should seize this opportunity to introduce their
even footing so that those dialling in don’t
to adapt and re-imagine work environments
customers to solutions which support new ways
feel remote and disadvantaged. One way
and create a flexible design to cater to the
of working and simplify teamwork.”
around this is that everyone dials in on their
new needs of the workforce.”
Simon Williams, North Europe Shopper Marketing Lead – Office, Education and
own monitor so they physically sit round a table with others.”
Channels at 3M, agrees that the physical
Simon adds that, in the long-term, multi-functional spaces will be the reason why people enjoy coming into the office.
layout of the office needs to be reassessed.
WELLBEING IS VITAL
“These will be the spaces where people
“You have people in one or two days a week
Simon Howorth, marketing and design
can work according to their own needs
so it is maximising the bit we can’t do from
manager at Dams, agrees that there is no
and preferences and interact with the
home, which is working collaboratively with
going back to the pre-pandemic workplace.
people around them to feel part of a
others and brainstorming. We have things
“Businesses and individuals have no choice
community. Designed well, these agile
like the Post-It app where you can still do a
but to discover new ways of working,” he says.
social spaces can help to make the office
physical brainstorm with Post-It notes on the
“The wellbeing of employees in the
somewhere people want to be.”
wall but everyone can do it from their own
workplace is becoming more vital, and office
location and it comes in centrally.”
furniture can play a huge part in helping to
with dealers to help retro-fit existing
keep people happy and healthy when they’re
products, re-design workspaces, and re-
working. There is no single type of optimal
imagine the new normal, he says.
Simon adds that, with hybrid, it is likely there will be team meetings where some
[40] NOVEMBER 2021
www.dealersupport.co.uk
Businesses such as Dams can work
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This range of products is designed and carefully selected to address two big current issues that are very much in the public consciousness at present. The first is the drive to eliminate plastic, while the other is to deal with what is referred to as ‘over-packing’, reducing excess packaging waste. The VITA™ brand of products (Vita being Latin for life), provides a paper alternative to any plastic e-commerce postal solution. Many of these products also have the ability to enable countless SME’s and Corporates to take advantage of arguably the most overlooked delivery method, namely the humble letterbox.
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SALES SUCCESS
S U S TA I N A B L E PA C K A G I N G
Sustainable growth
Consumer demand for more sustainable packaging is growing and manufacturers are responding but everyone needs to ensure that the message is communicated effectively
T
he recent COP26
A similar number say businesses should
infrastructure to enable the responsible
summit in Glasgow
replace plastic with environmentally-friendly
use of resources.”
again highlighted
packaging across all products.
the need to live
“This increased awareness is driving a
Kurt believes that there are many ways in which packaging can be made more
more sustainably
consumer movement,” says Kurt Mitchell, Blake
sustainable. “Firstly, consider the packaging
and reduce non-
Envelopes’ sourcing and innovations manager.
and product relationship,” he says. “When
recyclable waste to try in order to mitigate
“Recycling rates are growing as society becomes
choosing product packaging, ensure the
the effects of climate change. However, for
more aware and proactive in its actions towards
packaging is the correct material and fit for
many people, this is already a priority; indeed,
reducing plastic waste. People are voicing
the product; not only will this reduce the
recent research by ReSociety found that 80%
their beliefs by joining initiatives, protests and
risk of the contents being damaged within, this
of consumers want to see a reduction in plastic
social movements to tackle plastic waste, and
also reduces the amount of emissions created
packaging following the COVID-19 pandemic.
there is demand for progressive legislation and
during the manufacturing process.
[42] NOVEMBER 2021
www.dealersupport.co.uk
S U S TA I N A B L E PA C K A G I N G
SALES SUCCESS
“If you have provided sustainable packaging to your consumer, ensure that this is communicated through effective labelling and marketing that will resonate with consumers. Companies are going beyond compliance to
Moving away from conventional blister cards is the right thing to do...but it’s not without its challenges
drive action and positive consumer response, and to help ensure that packages are treated in a
before they purchase a product, they do not
way that increases recovery.”
check whether it is a sustainable brand as
Dr Liz Wilks, EU director, sustainability, and stakeholder at Asia Pulp & Paper, agrees
they would not always know how to find out. “While many brands are making sure
as our previous blister cards.” Paul Savill from Antalis adds that things like office paper wrappers are also becoming more recyclable. “While we can easily
that the communication of environmental
that responsible sourcing and environmental
reference the environmental credentials of
credentials is important. “The role that
labels such as PEFC and FSC are in place
the paper with trusted certifications such as
sustainability and environmental awareness
throughout their supply chain, they aren’t
FSC and PEFC, should we not be looking
play in purchasing behaviour is continuing to
always communicating this effectively to
at the whole product from the outside
grow, as consumers judge their favourite brands
their consumers.”
in?” he says. “The ream wrapper is an
by their packaging, not just the product itself.
essential part of office papers make-up, with
They also expect brands to demonstrate their
ABANDONING PLASTIC USE
packaging designed to be visually appealing,
social and environmental responsibilities as
To this end, Pentel recently announced
robust enough to protect the product, and
well as those who are providing them.”
that it is moving away from plastic to 100%
moisture-proof to ensure the paper inside
recyclable cardboard for its packaging.
remains in tip-top condition ready for
the product, Liz adds. “The landscape the
“Moving away from conventional blister
use – but what consideration do we make
product is sourced from is equally important,
cards, with their single-use plastic, is the
to their recyclability?”
as consumers are now also conscious of brand
right thing to do for the environment, but
commitments to sustainable livelihoods and
it’s not without its challenges,” says Wendy
responding, with some manufacturers
habitat conversation as well as responsible
Vickery, Pentel’s marketing manager. “The
producing wrappers without PE coating on
sourcing,” she says. “As a result, the industry
obvious benefit of the plastic bubble is
certain grades, which are not only recyclable
needs to include these elements in their
that it affords full product visibility to the
via standard paper recycling bins but also
external communications.”
consumer, which is a real advantage in those
biodegradable, without any detrimental
precious few seconds at the point of sale.”
effects to the moisture barrier qualities of
But it doesn’t stop at the packaging and
There is also evidence that consumers are willing to pay more for environmentally-
To solve the problem of how to show
Paul says that the paper industry is
the wrapper. “The ultimate challenge here is
friendly packaging. Liz notes that Asia Pulp
products most effectively Pentel has created
customer education; often, the clamour for
& Paper’s recent Consumer Trends Report
cardboard packs featuring an angled
cheap, unbranded, copier paper can result in
found that consumers are willing to pay more
aperture that allows consumers to see how
such innovations being under-represented or
for fast food products packaged in sustainable
many products are in each pack and to
misunderstood,” he says.
materials, with 35% agreeing they would pay up
identify the ink colour of products.
to 10% more. “What’s clear is that consumers
“For decades our office packs of loose
“This education must start with the reseller engaging with their suppliers to understand
are searching for, and demanding, evidence that
products have been made using recycled or
fully which products and ranges meet the needs
the products they are buying hold sustainability
recyclable board. Now, we’re delighted to offer
of their customers and then imparting this new
at their core.
retail customers hanging packs made using
knowledge to their sales teams. With this newly
board from sustainably managed woodland,”
acquired and supported information, they will
potential revenue if they don’t promote these
explains Wendy. “The other good news is
be more adept and knowledgeable in presenting
sustainable credentials - in fact, according to
that this important development won’t affect
customer with solutions that match their CSR
our research, 26% of consumers admit that
planograms, as our new packs are the same size
policies and environmental considerations.”
“However, businesses risk losing out on
www.dealersupport.co.uk NOVEMBER 2021 [43]
SALES SUCCESS
TEABREAK
LIVE IT THUMBS UP!
Ain’t no mountain high enough
A runner who climbed 189 mountains in a month said he felt “incredible” after he raised almost £10,000 for charity, BBC News has reported. Will Renwick completed his run at Conwy Castle after clocking up at least 24 miles a day over a month. The challenge he set himself was to run up every mountain peak over 2,000ft (600m) in Wales. He said the 500 mile route was fuelled by instant mash, noodles and chocolate and, despite the lows, the money raised for charity made “every mile worth it”. Will, from Llancarfan in the Vale of Glamorgan, initially set out to raise £2,000 for charity Mind Over Mountains, but has raised almost £10,000.
Life hack Here’s a simple way of keeping your gardening implements rust-free. Fill some old pots or buckets up with sand and stick the tools in, handles up. It keeps them dry and stops rust from setting in.
[44] NOVEMBER 2021
www.dealersupport.co.uk
CAPTION COMPETITION
TWEET CAPTIONS TO @DEALERSUPPORT
Quote of the month Act as if what you do makes a difference. It does. WILLIAM JAMES
SALES SUCCESS
TEABREAK
Did you know?
?
You can hear a blue whale’s heartbeat from more than two miles away. The world’s largest animal’s heart weighs over 180kg - approximately the size of a small piano.
A mouse deer measuring just 20cm (eight inches) tall has become the third of its kind to be born at Bristol Zoo Gardens in the past decade, BBC News has reported. Otis was born four weeks ago weighing just 430g (0.43kg). Its keepers said its birth would help to improve dwindling mouse deer numbers.
PUB QUIZ 1. In which European country would you find the Rijksmuseum? 2. How many films have Al Pacino and Robert De Niro appeared in together? 3. What was the old name for a Snickers bar before it changed in 1990? 4. Who was the head of state in Japan during the second world war? 5. What is the smallest planet in our solar system? 1. Netherlands 2. Four (The Godfather Part 2, Heat, Righteous Kill, The Irishman) 3. Marathon 4. Emperor Hirohito 5. Mercury
Is it a mouse? Is it a deer? No, it’s a mouse deer!
They said the Malayan mouse deer resembled Disney’s Bambi character and was developing
Knock me down with a feather
into a “confident and healthy”
Hello, is it me you’re looking for?
specimen. “For the first few weeks
Sky News has reported that a Turkish man who
his mother kept him hidden and
was reported missing unknowingly joined search parties
he remained quite stationary in
looking for himself. Local media reported that Beyhan Mutlu, who
the undergrowth,” said the zoo’s
lives in the Inegöl district of northwest Turkey’s Bursa province, was believed to be missing on Tuesday. He had wandered away from his friends
team leader of small mammals,
in a forest while drunk, according to the Daily Sabah website. His wife and
Al Toyne. “But now he is moving
friends reported him missing after they were unable to get in touch with
around a lot on his own. He is
him for several hours. Mutlu, 50, later joined a group in the area who were
quite active and confident and
helping the authorities search for him. When members of the search party began calling out his name, he replied, “I am here.”
has started eating solids.”
www.dealersupport.co.uk NOVEMBER 2021 [45]
SALES SUCCESS
QAUTEHSETRI OP.N CTLI IMP E F
Bringing hope, peace and unity to the good brethren of business supplies The good Father debates whether anyone is really telling the truth about their preferred working environment
I
don’t believe
numbing traffic standstills play
I was accosted last week because one
anyone anymore
havoc with their mental wellbeing,
of our customers didn’t have a suitable
when they say they
but they don’t want to admit it.
bush to hide behind and they thought
would rather be in the office than
Let’s face it, if we say we don’t like
I was checking what time they were
being in the office it’s an obvious slight
coming in to work. That cost me a
working from home. However, I also
towards the people there. Everyone
fortune in free tins of Quality Street!
don’t believe anyone when they say
wants to stay polite but, at the same
Another problem with being
they would rather be working from
time, they don’t want to fall straight
an office supplies dealer during this
home than the office - I don’t think
back into an office routine where they
pandemic is that we’ve spent so much
anyone knows themselves!
might get stuck there forever again.
time preaching to customers about
Being in the office means that we
Therein lies the problem for office
the benefits of buying lots of PPE
see our colleagues again, and get into
products dealers. People aren’t being
equipment that we dare not be seen in
more of a routine - but do we really
honest. Every time you are told that
public without being fully suited-and-
want to see our colleagues again and
an office is about to be fully-staffed
booted with visors, gloves and hand gel.
get into more of a routine? Some
you find that it isn’t. There have been a
people have tried going back to the
series of false alarms for us with our top
own backs - but, to look on the bright
office and have quickly remembered
companies - I’ve even taken to doing
side a bit, it should mean that office
that the people they work with are a
headcounts in the morning, hiding
supplies dealers should be the healthiest
pain in the backside, and the mind-
behind bushes with a number clicker.
bunch of people out there!
[46] NOVEMBER 2021
www.dealersupport.co.uk
We’ve definitely made a rod for our
FINAL WORD
Invest in your future workforce AMY HUTCHINSON, CEO BOSS Federation, on how training courses can add value to not only the individual taking the courses, but the business they work for too
SALES SUCCESS
Amy Hutchinson CEO BOSS Federation
‘ve been lucky
management programmes throughout
way to demonstrate to your
enough to embark
our sector to help individuals progress.
employees that you value them and
on some truly great
The programmes are designed to provide
are invested in their futures.
training throughout
an ambitious curriculum to foster,
my career. A number
develop and stretch the knowledge, skills
partner BPIF, can run these programmes
of CIM courses, which fuelled my
and behaviours that are required to be an
either at their training centres or can
passion for great marketing, followed by
effective and successful manager.
facilitate a bespoke cohort at a company’s
I
BOSS, in conjunction with their
management and leadership qualifications.
The courses are crafted to meet
All were hard work. All took up weekends
the needs and aspirations of high-level
credits can be used to pay for 100% of
and evenings. But the skills I learnt,
achievers all the way through to learners
the cost of the course. Non-levy payers -
and the people I met through these
who may have struggled in traditional
the BOSS/BPIF can advise how to
qualifications, were undoubtedly worth it.
education and may possess special
ensure 95% of the cost of the course
I gained mentors (official and unofficial) a
educational needs and/or disabilities.
is funded for you.
great group of peers to sense-check ideas
The expectation is that the programme
against, and was exposed to different
will add value, not only to the learner,
team at BOSS if you have any questions.
company cultures through sharing
but will also allow businesses to improve
You can check out full details of
knowledge as a group.
their productivity and efficiencies.
training BOSS can provide here.
Providing access
https://www.bossfederation.com/
to high quality training is a great
training-development/
This is why I’m so keen to encourage uptake of our BOSS Level 3, 5 and 7
premises. Levy payers - your digital
Please don’t hesitate to contact the
www.dealersupport.co.uk NOVEMBER 2021 [47]
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PHIL JONES
OEMS AND MPS
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
2020 VISION New products and categories
Issue 296
STEVE MCKEEVER
MARKETING
DRIVING CHANGE
2020 VISION
More Shredding. Zero Jamming.
February 2020
TRANSFORMING THE CHANNEL
IT PREDICTIONS
2020 VISION
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Next Generation Shredders
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
www.fellowes.com
MARKETING Why now is the time
0203 794 8555 info@intelligentmedia.co.uk
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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 Shred 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
