DEALER SUPPORT OCTOBER 2021 by Intelligent Media Solutions

October 2021

Issue 314

inspiring success

Safe and secure As people return to the office, personal safety and business security are high on the agenda

GETTING THE MESSAGE ACROSS How direct mail can win sales

BIG ASK How are issues in the channel affecting the OP industry?

STRONGER TOGETHER The benefits of dealer groups

2021

Join us at DS LIVE THE industry event for all UK dealers Thursday 21st October 2021 Ricoh Arena, Coventry Sign up now at www.dealersupport.co.uk

FROM THE EDITOR

Chain reaction DEALER SUPPORT OCTOBER 2021 ISSUE 314 TOBY ROBINS MARK WILKINSON SIMON HOWORTH

Well, September was quite the month for UK businesses. To say there were a few issues in the supply chain might be a bit of an understatement; whether you were queued at a petrol station for what felt like a lifetime, or stood staring at empty shelves in a supermarket, the impact of supply chain issues have been clear for all to see. After 18 months of PPE or PCR being the dominant three letters on our newsfeeds, these have now been overtaken by HGV! External factors like the pandemic and Brexit continue to impact the OP industry and in our BIG ASK those working in the industry tell us how issues in the channel are affecting their Safe and businesses. When facing hard times such as these it is best to come secure together, as ‘A problem shared, is a problem halved’. We take a look at how dealer groups have helped their members navigate a difficult 18 months and how they can help dealers continue to grow into the future. Ask Office Supplies are also focused on the realities of the current marketplace but they’re not downhearted - they tell us about recently acquiring a rival! Despite the rise of digital marketing, direct mail remains an important marketing tool; we explore how you can ensure your campaigns will bring in sales. We also take a look at printing and how the new ways of working require a new way of printing. Talking of new ways of working, we explore what is needed to make sure the home office is fit-for-purpose and how to make sure the work office is also secure. Father P stays on this theme and ponders whether more people are still working at home, snacking their way through the day, or in the office having menial conversations to pass the time. Toby Robins delivers our FINAL WORD and discusses why businesses need to continue to adapt to keep team morale high. As always, don’t forget to chat to us on Twitter and let us know your thoughts and opinions: @dealersupport. October 2021

Issue 314

t/c

inspiring success

GETTING THE MESSAGE ACROSS How direct mail can win sales

As people return to the office, personal safety and business security are high on the agenda

BIG ASK How are issues in the channel affecting the OP industry?

STRONGER TOGETHER The benefits of dealer groups

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

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OCTOBER 2021

Contents INDUSTRY 06 NEWS AND VIEWS

The latest news and views from the industry

08 NEWS REPORT

Acceleration in technology brings new opportunities

10 BIG ASK

How are issues in the channel affecting the OP industry?

16 3M REPORT Workplace of the future

18 STRONGER TOGETHER The benefits of dealer groups

26 HOW SCANNERS CAN INCREASE EFFICIENCY AND PRODUCTIVITY Fujitsu’s fi range of production scanners

DEALER SUCCESS 28 ASK AND YOU SHALL RECEIVE

ASK Office Supplies on the realities of the marketplace

LEADERSHIP 32 GETTING THE MESSAGE ACROSS How direct mail can win sales

35 PRINTING WITHOUT BORDERS

Hybrid working requires new ways of printing

38 HOME COMFORTS

Ensuring the home office is fit for purpose

SALES SUCCESS 42 SAFE AND SECURE Keeping the office safe

LIVE IT 44 LIVE IT

Take a break and enjoy some lighthearted fun

46 FATHER P. CLIP

“We are seeing, first-hand, the effects on raw material prices which are continuing to rise to unseen levels as demand outstrips capacity.”

At home with snacks or in the office discussing COVID?

47 FINAL WORD

Stay agile to beat the scrum

INDUSTRY

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

THE MONTH THAT WAS VOW appoints new channel sales director Brother UK adopts hybrid working after HQ redesign

VOW Wholesale has appointed Andrea Eli as UK channel sales director. Andrea previously owned a successful business supplies reseller for 12 years before selling to the EVO group in 2018. “I’m excited that Andrea is joining

Brother UK has adopted a hybrid working model and made a significant

the business,” said Adrian Butler, VOW

investment to redesign its Greater Manchester HQ, which supports

Wholesale’s managing director. “Having

collaborative working and social interaction.

somebody on the VOW senior team that

The transition will see about 90 employees work from the office three days

has owned a successful reseller business

a week, providing them with the flexibility of home working. New break-out

for many years is invaluable in our

spaces and meeting rooms have been built at the firm’s head office as part of the

industry.

redesign, which also includes new technology infrastructure to enable hot desking. The move comes as research by Brother UK signals a wider shift to hybrid

“Andrea already has great relationships with some of the UK dealers,

among businesses, with IT decision-makers expecting only 51% of the workforce

forged over many years of networking

to be in the office full time, on average, over the next six months. “The pandemic

at industry events. As a result, she has a

ripped up the working rulebook and we want to establish a new organisational

unique perspective on the challenges that

design that continues to stay relevant,” said Phil Jones MBE, MD at Brother UK.

we face together as a sector and sees the

“Homeworking has undoubtedly provided our employees with greater flexibility in their personal lives, but the last 18 months has also underlined

many opportunities before us.” Andrea added:“I am looking forward

the office’s value for providing purpose and social cohesion. We want to find a

to joining the team at VOW Wholesale as

balance that works for our people and our business.

channels sales director. I will be looking

“Hybrid working needs to be far more than just a change to working contracts

to build on the work that Kath Briggs

– we want coming to the office to be about human interaction and experiencing

has achieved during her time in the role,

the energy of being around your colleagues. This has been the focal point in

working with resellers and our suppliers to

redesigning our office spaces and it felt great to reopen after months of planning.

capture opportunities at this exciting time

“The building has breathed back to life, with a healthy buzz of collaboration and synchronous working happening before our eyes. Now it’s time to listen and learn from how our colleagues adapt to help us ensure that hybrid working is a success for us.” The company was recently accredited with Investors in People’s ‘We Invest

as we come out of what has been a very difficult period for all.” Adrian also thanked Kath for her commitment and support over the past six years within VOW. “I wish her the

in Wellbeing’ Gold Award in recognition of its efforts to support the physical,

very best in her new role within the EO

psychological and social wellbeing of its staff.

Group,” he said.

[06] OCTOBER 2021

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

Stationery Supplies selected for Small Business Saturday countdown

INDUSTRY

Integra supports members in quarter four with reduced fees Integra Business Solutions has announced that all membership fees will once again be reduced by 50% from October to December to financially support members during the last quarter of 2021.

Stationery Supplies, based in Marple and Wilmslow in Cheshire, has been chosen as one of 100 small businesses across the UK to mark the countdown to this year’s Small Business Saturday. Stationery Supplies, an independent stationery, greeting card and gift shop, was selected to be part of the campaign’s Small Biz 100 line-up which showcases inspiring, independent businesses from across the country. Now in its ninth year in the UK, Small Business Saturday celebrates small business success and encourages consumers to ‘shop local’ and support businesses in their communities. This year it is calling on the nation to share a ‘big thank you’ with small firms to recognise their vital role throughout the pandemic. Stationery Supplies was highlighted on social media as part of the 100-day countdown to Small Business Saturday. “I’m well chuffed to have been chosen - and to celebrate our #SmallBiz100 day, and to thank our customers for their support during the pandemic, we’ll have chocolates and a lucky dip of free gifts for all customers spending over £5 in both our shops,” said Sarah Laker, owner

“The team has worked incredibly hard to maintain a healthy financial position whilst also continuing to fully support members,” said Aidan McDonough, Integra’s CEO. “It is still an incredibly challenging time for dealers, and the industry as a whole, so the focus for us is to ensure we help our members get through this volatile period.” This announcement follows the confirmation of free catalogues for members in 2022. Integra’s office products catalogue features leading brands, together with the best value Initiative range and additional suppliers to support diversification opportunities. Members can visit www.integra-business.co.uk or contact the team on 01633 653000 to order. Integra’s creative team is also on hand for corporate rebrands, website redesigns and bespoke campaigns as members start to look at refreshing and reinvigorating their businesses for 2022.

of Stationery Supplies. “Gifts have been generously donated by some of our suppliers, including Premier Stationery and Dandelion Cards.” Small Business Saturday takes place on December 4. Last year’s event was a record-breaking success, with an estimated £1.1 billion spent with small businesses on the day itself. This year, ahead of the UN Climate Summit COP26 in Glasgow, the SmallBiz100 features small firms with a passion for sustainability, in order to demonstrate the important part small businesses play in tackling climate change and helping the UK to achieve net zero.

www.dealersupport.co.uk OCTOBER 2021 [07]

INDUSTRY

THE MONTH THAT WAS

NEWS REPORT Acceleration in technology brings new opportunities for businesses Rob Harrison, head of development at ECI Software Solutions, explores how deploying new technology has helped several customers branch out into workwear

report undertaken by McKinsey, before

confident that stock would be automatically replenished, as

the outbreak of COVID-19, found that

and when necessary, to ensure their customers aren’t left

92% of company leaders believed that

disappointed. In the past this would have been a full-time

their business models might not remain

job for someone and, given the busy nature of warehouse

viable given the rate of digitisation. The

management, it was also susceptible to human error.

pandemic accelerated digitisation even

further and, in many cases, has led to businesses fast-tracking

IMPROVED REPORTING

their programme of investment in new technology, which can

It’s different now. Fully-integrated solutions can provide a

help when widening product portfolios.

complete overview of spend and consumption, as well as

being able to pull reports across a range of categories. From a

BRANCHING OUT INTO WORKWEAR

management perspective this is critical; with a snapshot view

We’ve seen several businesses seeking to expand their

of how things are looking, senior teams can make informed

product portfolios over the past 18 months. Workwear and

decisions around where investment is needed, moving forward,

personal protective equipment have both been added as key

as well as being able to spot new opportunities.

offerings and this has really helped offset the decline in sales of traditional office products. Some companies had a bit of a head-start over

PROVIDING OUTSTANDING CUSTOMER SERVICE Over recent years customers have also grown to expect a

organisations attempting to sell these product lines for the

more personalised level of service, whether they are engaging

first time but, when speaking to customers, we realised that

with your brand digitally or over the ‘phone. This has made

many were struggling to provide things like next day delivery

a reliable customer relationship management system even

– a service that end-users had grown to expect.

more important, as this can provide teams with instant

The office supplies industry is known for quick delivery,

access to customer accounts; it means that, during

with businesses often able to pick, pack and ship items

interactions, employees can pull up a full overview of the

within a matter of hours - not days. Selling workwear isn’t as

customer, past orders, items of interest and show a genuine

straightforward; you’re producing the item from scratch and

interest in them as a client.

adding a whole new level of complexity to back-office processes. Knowing how much stock you are holding, and the

As is the case across every industry, it’s the businesses that have invested in technology that are able to react quickly.

exact stock turnover rate, is important and deploying a

While the human element is still important, technology can

system that could EDI link with major wholesalers was a key

bring more flexibility to operations and help businesses

aim for many. With this functionality our customers could be

secure a competitive advantage.

[08] OCTOBER 2021

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New WFH Pivot Desk

INDUSTRY

BIG ASK

How are issues in the channel affecting the OP industry? As with many sectors in the UK, the channel is under pressure from numerous external factors. What are you experiencing, what will the outcome be and what do dealers need to know?

Simon Howorth, marketing and

some things are, unfortunately, out of our control and the global

design manager, Dams

pandemic has left us in the position where we have no choice

The COVID-19 pandemic has not

but to implement price increases and share a proportion of the

only caused global health issues,

increases, which have been directly related to the significant rises

but continues to create challenges

in raw material prices and the cost of freight and containers.

throughout the world economy. We

Over the last few months we’ve continually managed an

are seeing, first-hand, the effects

unprecedented level of cost increases - and they have just

on raw material prices, which are

kept on coming. We’ve been forced to renegotiate all our

continuing to rise to unseen levels as demand outstrips capacity. From a manufacturer’s perspective, there’s been disruption to our supply chain since the start of the pandemic. We’ve seen a continuous upturn in pricing and increased

raw material costs, freight costs and fuel costs - with some materials now on their fourth and fifth increases for the year, some as high as 40% - and freight costs quadrupling. As I’m sure everybody is aware there remains continued

demand for materials such as steel, MFC, plastic and

pressure on material prices and availability across a large

foam that we use throughout our manufacturing process.

number of sectors, and office furniture is no exception. As a

Furthermore, there have been shortages in available

result there has been a general understanding among dealers

containers, and space on container ships from the Far

and end users of the continuing escalation in raw material

East, with freight costs rocketing and restrictions being

prices and external supply issues - including the driver and fuel

implemented on capacity over the coming months.

shortages that are in the news at the moment.

At Dams we use our manufacturing and purchasing strength

We appreciate that these are challenging times and

to ensure we maintain stocks of materials at appropriate levels

Dams remain fully committed to supporting our customers

to keep the prices stable for our customers throughout the

throughout - and we look forward to the return of some

year, absorbing any costs internally where possible. However,

stability in the near future.

[10] OCTOBER 2021

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BIG ASK

INDUSTRY

Stuart Seymour, European

the margins for manufacturers and distributors are not

sales and marketing director,

sufficient to cover the extra costs. Inflation in market prices

Hopax Europe Ltd

is not necessarily a bad situation for dealers, providing price

Quite simply, when costs increase

increases are managed sensibly. The key may be to quote

it is inevitable that prices must rise

relatively small increases more often than in the past, so that

sooner or later.

the customer does not receive a nasty surprise. In this way,

As you know, Taiwan Hopax is the second largest manufacturer

consumers don’t notice the increases so much when they receive the invoice. Little and often is a method used by the

in the world of repositionable notes and indexes. The

supermarkets. If successfully implemented, price rises can

production department has informed us that there are

increase sales revenue, while some other overhead costs

pressures to increase prices as a result of higher labour,

may not go up by as much.

adhesives and packaging costs. In addition, as you have previously reported, the cost of

The shipping cost increases are unprecedented. In my humble opinion, these increases are unsustainable; the

shipping doubled during Q1 this year, compared with Q4 last

bubble must burst, or perhaps the costs will reduce gradually,

year. At that time, the freight forwarders didn’t expect it to

like a slow puncture. When will the shipping costs be

increase further, but currently, importers are experiencing costs

reduced? The freight forwarders are suggesting no significant

that are between four and five times higher than in Q3 last year!

change until at least Q2 next year! Even then, they are

The situation has been caused by a lack of available

forecasting that the average container will cost three times

shipping containers - it is a simple case of demand exceeding

more to import than it did in 2020. Thus, be prepared for

supply. The demand for PPE last year resulted in numerous

more price increases next year!

containers being used to ship the goods around the globe. I have been told that many of those containers are no longer in the supply chain. They are not being returned to the purpose for which they were made; instead, they’re being used as storage units, (seven have arrived in a carpark near here). Popup restaurants are another use; someone has put one at a local picnic site, from which they are serving tea and coffee...I

The situation has been caused by a lack of available shipping containers

guess they don’t need planning permission. So, consumers should expect prices to increase, because

www.dealersupport.co.uk OCTOBER 2021 [11]

INDUSTRY

BIG ASK

Mark Wilkinson, regional vice

containers and a sharp decrease in the availability for third-party

president and general manager for

carriers. In some cases, this means we’re asking our customers

UK & Ireland, ACCO

to give us more flexibility in booking slots to ensure we can

The office products industry has faced

meet their needs in good time, in order to accommodate the

a number of significant challenges

challenges of carrier availability.

over the past year–and-a-half. The

We can expect to see trends like ecommerce, and

pandemic, and resulting lockdowns,

challenges such as those presented by Brexit to stick around

caused a major shift in demand for the

for the foreseeable future. Dealers need to think about how

types and quantities of products customers needed, as well as

to serve the ‘business to employee’ (B2E) segment, where

where they shopped for them. Across Europe, the Middle East

their customers’ employees are distributed between an office

and Africa ACCO has experienced particularly strong growth

and remote locations. Demand will probably continue to be

against both 2019 and 2020 in categories such as business

split between the work from home product that the pandemic

machines, computer accessories, air purification and DIY tools

popularised, and products that help staff return to the office

as well as work from home related products. Alongside this,

safely, comfortably and efficiently. There may be some

consumer and end-user oriented channels have fared better

setbacks in the supply chain, but resellers should rest assured

than traditional routes, and dealers with a strong online presence

that ACCO and our fellow manufacturers are doing what

have done best. However, as restrictions ease and workers return

we can to minimise disruption and keep deliveries flowing.

to the office, we have recently seen a resurgence in workplace

If you are experiencing issues with availability on individual

products. At a more macro level, demand has recovered faster

products, talk to your wholesaler or vendors about alternative

than global supply chains have been able to keep up with and

products; often there are lots of other options out there to

this has led to pressures in terms of cost inflation, availability

satisfy your customer.

of raw materials and finished goods, as well as containers and, closer to home, even carrier availability. Our industry is also experiencing these macro challenges. This is an especially challenging problem in the UK and Ireland as we also grapple with the impacts of Brexit. The welldocumented shortage of HGV drivers, which is currently circa 100,000 vacancies, is putting added pressure on our transport teams to keep our service levels consistent - making it difficult to get goods in and out of our warehouse. For example, we have seen an approximately eight-to-10-fold increase in the price of

[12] OCTOBER 2021 www.dealersupport.co.uk

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INDUSTRY

BIG ASK

Iain Bullock, MD, Renz (UK) Limited Material and import prices have been increasing dramatically during the course of this year and, unfortunately, we are significantly affected by this. Prices on the raw material markets continued to spiral upwards at the

Availability and, therefore, delivery times will deteriorate further in the third quarter

beginning of the third quarter in July, and have now spread across all products and supply chains. We cannot bear these increased costs alone and are

sufficiently with wire supply for the next few months through

working hard to keep the availability of goods high. However,

significant quantity reservations in order to guarantee

we are only able to do this by bearing enormous increases in

availability; however, these quantities are linked to the

price and importation costs. Combined with continuing – and,

corresponding monthly steel price developments and may

in some cases, worsening - supply bottlenecks, availability

lead to further increases.

and, therefore, delivery times will deteriorate further in the

It certainly is a big issue for all importers into the UK. Up

third quarter. This dynamic, which is out of our control and is

until this point we have been able to absorb approximately

not being contained, is placing a massive burden on supply

50% of the increases we have faced both from raw material

chains across the entire economy.

and importation because of the pound having strengthened

The shortage of steel supply in the market is also of concern to us. We have been able to cover ourselves

[14] OCTOBER 2021

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by four points since April - but we are simply unable to keep absorbing all these costs.

BIG ASK

INDUSTRY

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www.dealersupport.co.uk OCTOBER 2021 [15]

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INDUSTRY

SPONSORED

Workplace of the future As employees return to the workplace, many office managers are considering reconfiguring the office floor, and this provides new selling opportunities for dealers.

ybrid working is set to become the ‘new

solo, they will most likely do that at home, as they won’t

normal’ for many previously office-based

need to be in the office for it.

employees, even as workplaces are

However, for when employees are in the office, such as for

increasingly opening up, which means that

face-to-face collaboration or brainstorming sessions, the office

office spaces will need to change as they

environment needs to be optimised for that. “For instance,

will be used in different ways compared to the past. “Employees aren’t going to go into the office just to sit at a desk and answer their emails anymore, they will go for a purpose – such as to collaborate with colleagues,” says Simon

there can be breakout areas, floor-to-ceiling whiteboards and more space for people to socially distance but still work together on projects,” says Simon. “Then there is this hybrid middle ground. For example,

Williams, North Europe shopper marketing lead – office,

you might be in the office but still need to do video calls with

education and e-commerce channels at 3M.

customers or colleagues who aren’t in the office so you need

Simon adds that for periods where employees can work

[16] OCTOBER 2021

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space where you can have a quiet call away from others, so we

SPONSORED

INDUSTRY

will probably need more meeting spaces for one. “With hybrid, it is more likely you will be in team meetings where some of you are physically in the meeting, and some are remote. Employers will need to be careful to have a set up that enables everyone to be on an even footing and the people who are dialling in don’t feel remote and disadvantaged.”

If you can get samples into someone’s home through the letterbox that is really powerful

DEALER OPPORTUNITIES With much thought needed to go into what offices need to look like going forward, it means there are many opportunities

routes. I would always encourage people to start wide and

for the dealer community, Simon adds. “Now everyone now

get a feel for how they are working. For example, if someone

has two desks, so there are two places to sell stationery into

says ‘100% of employees are working from home’ it isn’t the

or ergonomic equipment, for example,” he says. “For

end of the question, a different angle can be taken; it might

dealers selling into companies with lots of homeworkers

be how do you ensure they have enough office supplies?

there is stationery, desks, chairs and, in the summer, there

What is the route for them to reorder when they have run out?

are additional items that can be sold such as fans and

Do they go back to you or order themselves?”

drinks fridges. “There are also a lot of opportunities for dealers selling

INCENTIVES

into offices as every office manager will be thinking about

Simon adds there are other ways dealers can encourage

whether the office location needs to change or it the set-up in

purchases, especially homeworkers, such as using product

the office needs to change. “Because every time you change

samples, which 3M can offer access to.

something there is an opportunity to sell,” says Simon. He recommends dealers spark conversations with

“If you can get samples into someone’s home through the letterbox that is really powerful,” he explains. “Samples

customers about these considerations, using a variety

sent to the office tended to go into the post room and might

of questions.

never reach the people you’re targeting. But if you are going

“I think of it as a funnel,” he says. “How many employees have you got? What is the main place they work? Are you planning to bring people back? if so, how many days a week,

straight to someone’s house that is powerful and they are much more likely to use it as a result.” Simon adds that dealers should also focus on price off

will they be on a rota system or all coming in at one time? Are

promotions rather than multibuys. “The homeworker

you moving offices? Are you downsizing offices? Have you

probably doesn’t need the volume of product you perhaps

thought of changing the environment to spark collaboration?

sold to an office in the past. So rather than a ‘3-for-2’

“Depending on the answers you can go down different

consider a third off – it is the same value, but more acceptable to the homeworker.” To address these opportunities, 3M has compiled a campaign and dealer toolkit called Reimagine the Workplace to give dealers tools such as brochures, email templates, banners and social media content that they can use with their end users around this topic. Please reach out to swilliams6@ mmm.com at 3M for more details.

www.dealersupport.co.uk OCTOBER 2021 [17]

INDUSTRY

STRONGER TOGETHER

Stronger together

Dealer groups have helped their members to negotiate a turbulent 18 months and now they are looking more optimistically to the future helping dealers to grow once more

fter the COVID-19 pandemic brought about one of the toughest

was the biggest upgrade of a major economy. The IMF believes this growth is set to continue in

years for the UK economy in living

2022, with predictions of 4.8% growth – although this

memory – with the economy

is down 0.3% from its April prediction. This optimism is

shrinking by 10% - 2021 has signalled

filtering through to the office products sector, with dealer

more of a return to normal as lockdown and social

groups now looking forward with optimism, offering their

distancing measures have eased.

members a range of products and services to help them

Indeed, the UK economy is set to grow sharply this

make the most of the opportunities in the market.

year; the International Monetary Fund (IMF) revised up its growth forecast for the UK in July, saying it expects the

SURVIVING THE PANDEMIC

economy to grow by 7% - the joint-fastest of the major

While the lockdown periods of the pandemic were tough,

advanced economies, alongside the US. This prediction

dealer groups and their members have largely weathered

was 1.7% higher than the IMF forecast in April and, again,

it. “Dealers have done OK, particularly those who have

[18] OCTOBER 2021

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STRONGER TOGETHER

INDUSTRY

branched out into other areas such as workwear, PPE, jansan, furniture or print,” says Steve Carter, managing director of Advantia Business Solutions. “Those traditional OP dealers that haven’t branched out have struggled more. “Most dealers within the group told me that, through the pandemic period, they have been trading about 4050% down on OP, but the majority have said that other

We introduced collaborative peer group meetings to encourage the sharing of ideas and best practice between members

areas have kept them buoyant – particularly furniture, probably because a lot of people have been working from home. They need equipment, and their employers

group’s managing director. “This became even more

are still responsible for that - plus businesses planning to

important as businesses faced a period of considerable

have people back have restructured their office spaces.”

change and potential decline,” she explains. “In

During the periods of lockdown dealer groups

anticipation of the impacts of major change, and to

moved quickly to help their members, with a focus on

ensure no-one felt isolated or without somewhere to

community and communication. “Communication has

turn for help or guidance, we provided our own central

remained the key, with constant contact through emails,

updates and introduced collaborative peer group

telephone calls and regular Zoom meetings to ensure

meetings to encourage the sharing of ideas and best

that no dealer has felt alone facing the challenges,”

practice between members.”

says Tim Beaumont, group managing director of Nemo/Office Club. “Nemo acquired Office Club two years ago and the two groups have pooled resources to offer an enhanced

Meanwhile, Integra provided members with a comprehensive support programme while also ensuring the group was in a financially strong position, CEO Aidan McDonough noted.

package for all members,” he adds. “Although nobody

Alex Dunn, managing director of Superstat Ltd,

could have foreseen the unprecedented times we have

summed up the situation succinctly. “It’s been tough,

just been through, the circumstances have allowed the

but dealers have adapted incredibly well. The team

two groups to integrate resources much more quickly

at Superstat have worked hard. We have some new

and effectively than initially thought achievable. That

suppliers and there is more potential now than there

sense of survival, and a combined desire to support

was before the pandemic hit.”

members in any way possible, brought everyone closer together, streamlined some of our processes and

MARKETING

delivered a range of new suppliers in new categories

One of the most important aspects of dealer groups today

alongside exciting marketing initiatives.”

is the support they provide in areas such as marketing,

Similarly, Office Friendly focused heavily on the

sales, IT and webstore support. “We can personalise our

community aspect, according to Jeanette Bresitz, the

offering to meet the needs of size operation through our

www.dealersupport.co.uk OCTOBER 2021 [19]

INDUSTRY

STRONGER TOGETHER

different marketing divisions,” says Aidan. “We are an extension of a member’s business across all areas, from purchasing to marketing and IT to HR, legal and finance.” “You have to look at what particular help each dealer needs,” says Steve. “You might think the smaller dealers need more help, but not necessarily.” For instance, Advantia has developed a front-office

Dealers tell us they don’t always have time to produce email and social media marketing

solution that about 40% of its members use, and a complementary back-office solution is now being trialled by a couple of group members. Elsewhere, marketing is an important service which

to improve their skills, led by a sales training expert.” Dealer groups can also open new product lines.

dealer groups can provide. “Dealers tell us they don’t

“This year we partnered with the UK’s largest hardware

always have time to produce email and social media

and power tool distributor, Toolbank, in an exclusive

marketing,” says Alex. “Digital marketing tech means

deal to help members further diversify and broaden

we can fulfil that on the dealers’ behalf so they can

their product portfolio focusing on a new, but aligned,

concentrate on running their business.”

B2B sector,” says Jeanette.

Office Friendly has an in-house marketing and

They can also help to drive best practice, as Aidan

creative agency, KascAid, which offers everything from

explains. “We have just concluded a detailed CSR and

one-off creative services to fully-managed marketing

environmental review of our Initiative own brand to ensure

programmes. “The team works directly with members

we drive best practice and mitigate our environmental

in the disciplines of graphic design, ecommerce

impact,” he says. “We have also taken steps, where

management, web design, SEO, email marketing,

possible, to reduce the impact of pricing fluctuations by

direct mail and social media,” says Janette.

providing pricing support on Initiative.”

Dealer groups can also help with lead generation, as Tim explains. “In the past 12-18 months we have

SAFETY IN NUMBERS

launched a successful ‘Keep It Local’ campaign that is

While dealers have generally survived the pandemic it has

generating leads, winning local business and grabbing

caused many - especially smaller players - to re-evaluate

high profile attention,” he says. “We also partnered

their business models and, as a result, some are looking to

with digital marketing company tmwi to create a new

join dealer groups. Aidan believes that the three biggest

national office supplies website, Office Circle, with local

impacts on the office supplies industry are M&A activity,

deliveries from members.”

‘working from home’ driven by the pandemic, and the emergence of hybrid working practices. “With regard to

INNOVATION

sales, the single biggest challenge we have in the supply

Innovation is another important part of a dealer group’s

chain is that we don’t have a blueprint or roadmap for

offering – bringing in new products and services that

what post-pandemic sales performance look like, he

smaller groups could not access or develop on their own.

adds. “What businesses hate most is uncertainty and,

For example, Superstat has introduced a range of product-

unfortunately, none of us have a got a crystal ball.”

specific digital catalogues to focus in on key product areas

With this in mind, Aidan believes that more dealers will

such as tech, hygiene and office environment, says Alex.

look to join a group. “It’s a struggle to be heard when you

“We have also launched the Superstat Sales Academy -

are a smaller player in the industry,” he says. “Integra gives

like-minded sales professionals who meet monthly online

members a voice and our ethos of ‘Strength through Unity’

[20] OCTOBER 2021

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INDUSTRY

QTUREOS N S T IGOENR TTIO MGE E T H E R

“There is always strength in numbers, especially so in

There is always strength in numbers, especially so in uncertain times

uncertain times, and that applies to large as well as smaller dealers,” he says. He adds that there may be more M&A activity in the short- to medium-term. “Although we haven’t yet seen predicted levels of dealer consolidation, the pandemic has made a lot of people re-evaluate, so I expect there will be

still stands today, 27 years on. It’s more relevant now than

more conversations.”

ever, in my opinion, and it’s not just small businesses this applies to, it’s dealers of all sizes.” Tim agrees. “We believe there is a renewed trend

FUTURE There may also be M&A activity among dealer groups,

towards retailers and B2B resellers looking to dealer group

according to Aidan. “We are not ruling out potential

support as they themselves face challenging times with

mergers with other groups and, as I’ve always said, it

reduced staffing levels. We are an extension of their sales

feels like the next logical evolution for the business.”

and marketing teams.”

Otherwise, he says that Integra will be helping dealers to

Steve has a similar story to tell. “There is a trend from

continue to diversify their product and service ranges, as

the dealers I am speaking to. For example, one dealer

more position themselves as business solutions providers.

said, ‘I’m fed up of firefighting and want someone to do all

“We will continue, therefore, to look at diversification

this stuff I am getting drawn into on a daily basis to let me

areas and opening up as many new opportunities to

do what I am good at and go out and talk to customers’.

members as physically possible,” he says.

That about sums it up for me as that’s what we do in the background for dealers. “There will always be some who try and stay on their

“We will also be focusing on strengthening our own brand in terms of pricing support and availability and we’ll continue to investigate global licensing opportunities

own, especially the long-established ones if they have the

for the brand following the success of our trademark

infrastructure to do that - but there are other dealers that

agreement with Officebrands in Australia.”

think it is time to look at dealer groups and see what’s

Office Friendly will also be working to offer a greater

available. The dealer has the choice to join a group or stay

product range. “We’re researching and working on more

independent and, if they want to join a group, they can join

product-based solutions like the Toolbank project where

the one that best suits their needs.”

we can continue to extend the product portfolio for our

Jeanette knows that some dealers are already

members plus looking at other services they can offer to

looking to join groups. “Our business development

secure longer-term client commitment,” says Jeanette.

team have been in dialogue with dealers from the very

Now there is more optimism in the sector and, as Alex

large to those with a smaller turnover who are looking

notes, there will be increasing focus on helping members

for a dealer group that can provide added value to their

to not just survive the next 18 months but to maximise the

businesses. Many are looking at the bespoke services

new opportunities which are constantly emerging.

we offer and/or are wanting to be part of a like-minded

“We’re looking at new trends in working - hybrid,

community of dealers - to have a group who is the

the tech that goes along with it, wellbeing; the list goes

collective voice on behalf of its members.”

on,” he says.

Alex adds that Superstat has seen more enquiries from dealers of all sizes in the last 18 months than ever before.

[22] OCTOBER 2021

www.dealersupport.co.uk

Turn over for an at-a-glance look at each dealer group

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INDUSTRY

QTUREOS N S T IGOENR TTIO MGE E T H E R

Vital statistics Dealer group Members of group

Advantia 34

Combined sales

Nemo/Office Club

Office Friendly

Integra

Superstat

318

140

180

212

circa £500 million

Approaching £500 million

£300 million

£500 million 1994

Year established

1989

1987

1994

1997

Does the group have a holding company?

Owned by members

Nemo 1991 Ltd (Nemo & Office Club)

No, co-op owned Superstat Ltd by members

Membership fees for members?

Three options

From £25 per month

£175 per month

Depends on member profile

Various packages

Website address

www.advantia. co.uk

www.officeclub. www. co.uk www. officefriendly. nemogroup.co.uk co.uk

www.integrabusiness.co.uk

www.superstat. co.uk

Postal address

64 Albion Court, Attleborough Road, Nuneaton, CV11 4JJ

The Hart Shaw 125b Long Street, Building, Europa Atherstone, Link, Sheffield CV91AB Business Park, Sheffield, S9 1XU

Merlin House, No 1 Langstone Business Park, Newport, NP18 2HJ

Unit 3 Rawdon Park, Green Lane, Leeds, LS19 7BA

Best contact

Steve Carter M: 024 7637 3738 E: steve.carter@ advantia.co.uk

Alex Stone Tim Beaumont T: 0114 256 6300 T: 01827 721100 E: hello@ E: timb@ officefriendly. nemogroup.co.uk co.uk

Aidan McDonough T: 01633 653000 E: aidan@integrabusiness.co.uk

Alex Dunn 07774 466938 alex@superstat. co.uk

Staff employed?

Is a group catalogue produced? If so, how many pages?

Coming in 2022

Yes, 550 pages

Yes, 436 pages

Yes, 448 pages

Yes, 464 pages

[24] OCTOBER 2021

www.dealersupport.co.uk

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INDUSTRY

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www.dealersupport.co.uk OCTOBER 2021 [27]

DEALER SUCCESS

ASK

Ask and you shall receive ASK Office Supplies has recently acquired a rival, which shows great confidence in the business – but this is tempered with realism about the marketplace, as managing director GREG COLEHAN explains

he old proverb ‘All

course, the pandemic hit and the plans were

weeks. “The owners of Office Rulers wanted

good things come to

shelved as attention shifted to ensuring the

to go in a different direction, but they also

those who wait’ is one

businesses were bringing enough money in

wanted to look after the staff they had,” says

that Greg Colehan

to keep going – not to mention the logistical

Greg. “It was an asset purchase, the goodwill

has had good reason

difficulties of meeting up to discuss a deal!

and the staff, and they are now closing the

to quote recently. His company, ASK Office

However, Greg kept in touch with the

Office Rulers business down.

Supplies, recently completed a deal to

owners of Office Rulers/Sovereign 2000,

acquire local rivals Office Rulers/Sovereign

Tabby and Naeem Hussain and, once

it has been a seamless transition. It was a

2000 - but the deal should have happened

lockdown measures were lifted earlier this

dealership less than half a mile from where

more than a year ago. Greg says it was set

year, they started talking about the deal

we are and the chap who runs their sales

to be completed in April 2020 but then, of

again and it was completed in a couple of

operations used to work with ASK 30 years

[28] OCTOBER 2021

www.dealersupport.co.uk

“We have brought their guys over, and

ASK

DEALER SUCCESS

Over the years Office Friendly has helped us immensely with marketing and services the company’s ethos of being a local supplier; while ASK does have national accounts, it primarily serves businesses in West Yorkshire. ASK is based in Bradford, and has acquired businesses in recent years in Huddersfield, Halifax and Leeds. “We have West Yorkshire pretty well covered,” says Greg. THROUGH TROUBLED TIMES That Greg felt confident enough to make the acquisition is demonstrative of the resilience of the business during the pandemic. Like many others, ASK quickly pivoted to become a PPE supplier in the early days of the first lockdown, and that proved to be a vital revenue stream. But this isn’t the first national crisis Greg has steered ASK through. He bought the business in 2008 – nearly 20 years after joining it – during the middle of the credit ago – I used to work with him – so he’s

added about 300 new customers to us

crunch. Since then, there has been a banking

gone full circle.”

to supply.

crisis and a decade of austerity so, when

The deal itself was the easiest Greg has

“There was a lot of synergy with what

the pandemic hit, it was just another hurdle

been involved with. “I knew the people in

we do and, hopefully, we can sell more

the business, and a lot of deals are done on

into their customers with our workwear

trust,” he says. “I saw the opportunity to

offering, office furniture - and new Toolbank

of Office Friendly – indeed, Greg has been

see what the business can do – they deal

range and through Office Friendly we can

on the board of the company for more than

a lot with local solicitors and healthcare

provide marketing and selling tools to get

four years. “It is an organisation that means

companies. When we were doing the due

these updated products and services to our

a lot to me both personally and through

diligence on the company there wasn’t one

customers on a daily basis.”

the business,” he says. “We use Office

customer that crossed over with us, so it has

Greg adds that the acquisition fits with

to be negotiated. He has been helped by ASK being part

Friendly for the the Kascaid and Maxemail

www.dealersupport.co.uk OCTOBER 2021 [29]

DEALER SUCCESS

ASK

workwear line, which came through the

marketing service that helps us to get the right campaigns out to our customer base. Over the years Office Friendly has helped us immensely with marketing and services and with other features like the ECO Weaver programme coming on board the Group has a lot to offer dealers in these testing times.”

We have gone back to basics – trying to get as much business as possible out of existing customers

AB4 business in Leeds, which ASK acquired in 2018. “Because we can offer workwear customers say, ‘We will give you this supply as well as the core contract products’; it cuts down their supply chain and we can process small orders,” Greg says. “Workwear now accounts for a good proportion of our monthly turnover. Whether it’s workwear,

BACK TO BASICS

tool kits, drill bits, WD-40 – it’s a new

However, what really helped ASK to weather

conversation to have with existing customers.”

the pandemic and win new business and

been dealing with someone else who has

accounts – including from some of the

taken hours or days to come back to us,’ so

larger players in the market – was old-

we won business on the back of that. We

continue until the end of the year. “Then

fashioned, responsive customer service. “I

have gone back to basics – trying to get as

we’ll see how the market lies,” says Greg.

saw some companies weren’t getting back to

much business as possible out of existing

“There might be acquisitions in the offing

customers for up to two-to-three days, but

customers as it is an easy sell because you

but who knows what is round the corner?

our customers don’t have that,” he explains.

already have that relationship.”

“We brought our staff back as soon as we

Part of this is offering new lines. As

This focus on existing business is set to

“Hopefully, by the end of the year, the supply chain, stock and prices will be

could, and we have had customers comment

part of Office Friendly, ASK can offer lines

stable and we can look to 2022 with

‘You came back to us really quickly. We have

such as tools, while it also has a growing

renewed vigour.”

[30] OCTOBER 2021

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LEADERSHIP

DIRECT MAIL

Getting the message across Despite the rise of digital marketing, direct mail remains an important marketing tool for many dealers – but what needs to be included in a campaign to ensure it brings the desired sales?

s the UK economy has

marketing to get the message out about their

6.4% growth in advertising spend after

returned to normality

products and offers.

reaching £910 million in 2020, according

– along with many

While digital marketing has been

employees returning

growing quickly in recent years, thanks

to the workplace after

to the widespread adoption of email and

to figures from statista.com,” says Lawrence Savage, marketing manager at Exaclair. Lawrence adds that the average UK

working from home – revenues in the

social media, direct mail has remained an

customer is spending nearly £600 each

traditional office supplies market are set to

important part of many dealers’

year as a result of receiving direct mail,

grow in the coming year.

marketing mix – and it appears to be

according to a DMIS response rate survey,

increasing in significance for dealers, rather

demonstrating how important a tool it

than declining.

remains within a dealer’s promotional plans.

Of course, this means increased competition, as dealers look to acquire new customers and consolidate their existing ones; to do this effectively requires

[32] OCTOBER 2021

www.dealersupport.co.uk

“Direct mail is predicted to experience somewhat of a renascence, with a forecasted

Robert Harper, marketing director at Prima Software, points out that, while digital

DIRECT MAIL

In order to be effective, a direct mail campaign must incorporate certain elements

LEADERSHIP

experience. “Items read on a screen are more

database from which addresses are gleaned

likely to be scanned and then forgotten

to send campaigns out to.

whereas customers receiving a physical copy

“Having a clean database can make all

are more likely to view its content as reliable

the difference in influencing how effective

and valuable and may often return to read the

a campaign is,” he says. “When looking to

content again,” says Robert.

use targeted communications, which are

“It’s reported that direct mail open rates

personalised to specific individuals, it is

can reach as high as 90% - an incredible

vital to ensure that they are obtained by

statistic in comparison to email deliverability

the intended recipient, otherwise, they can

success rates.

completely lose their impact.”

“There are so many things to consider

But once it is sent out, it needs to convert

marketing has become an increasingly

with email marketing to ensure that your

any interest into sales and, for this, a strong

important element of the sales process, there

communication will land in your recipient’s

and engaging call to action is essential, says

are downsides to it. “Delivering the benefits

inbox - avoiding spam filters, junk folders,

Lawrence. He points to a recent Royal Mail

of a global reach, reduced marketing costs,

clutter categorisation, low open rates

survey which found that 44.8% of respondents

trackable and measurable results - these are

and unsubscribes - and this is before the

felt this was the most important element to a

just a few of the huge advantages of digital

recipient has even read your message!

direct mail campaign. “Effective calls to action

marketing,” he says. “But is digital marketing

“Will direct mail continue to be an

include offering discounts on a customer’s

effective in providing your business with a

important marketing tool in the years to

next order, or having some element free as part

solid return on investment? Do your audiences

come? Absolutely, as email deliverability

of the promotion,” explains Lawrence. “This

miss that personal touch, the physical delivery

becomes increasingly challenging, direct

could be a free product, including a delivery

that can be held in their hands, helping you to

mail must be part of a dealers’ marketing

charge or the offer of an extra service - such

connect, engage and call them to action?”

strategy, helping to ensure they continue

as a free office floorplan design consultation

engaging potential and existing customers.”

service when purchasing furniture.”

It would seem so, as Robert notes that there is an emotional aspect to direct mail.

Lawrence believes that direct mail will

“Physical media leads to a greater emotional

REMAINING RELEVANT

continue to be an important marketing tool in

response than digital media,” he says.

However, in order to be effective, a direct

the years to come. “It’s been reported that, on

“We’ve all heard the many arguments about

mail campaign must incorporate certain

average, those businesses which utilise a mix

listening to vinyl records over digital MP3s

elements. For example, this can include

of digital and direct mail initiatives will receive

- browsing through your collection, placing

a personal touch, which helps build that

39% more attention than those using a solely

the needle on the record, reading the sleeve

dealer-customer relationship, while featuring

digital campaign,” he says.

notes, as opposed to that dull experience of

more tailored content that is relevant to

listening to an MP3. The emotional aspect

the individual recipient and enhances their

several communication channels, dealers

can lead to improved recall and a more

interactive experience, says Lawrence.

will be able to maximise their reach and

memorable experience.” Direct mail, like vinyl, provides a tangible

Another important factor is having a clean – i.e. up-to-date and accurate –

“By continuing to incorporate

response rates, while building a loyal consumer base.”

www.dealersupport.co.uk OCTOBER 2021 [33]

inspiring success

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ISSUE 294

MADE FOR

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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

Issue 296

STEVE MCKEEVER

MARKETING

DRIVING CHANGE

2020 VISION

2020 VISION New products and categories

More Shredding. Zero Jamming.

February 2020

TRANSFORMING THE CHANNEL

PHIL JONES

OEMS AND MPS

IT PREDICTIONS

2020 VISION

inspiring success

Next Generation Shredders

ISSUE 296

January 2020

DEALER SUPPORT FEBRUARY 2020

Issue 294

DEALER SUPPORT JANUARY 2020

DEALER SUPPORT DECEMBER 2019

Decemebr 2019

inspiring success

IT PREDICTIONS FOR 2020 What to expect for the year ahead

PHIL JONES Brother UK’s MD talks learning and leadership

www.fellowes.com

MARKETING Why now is the time

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TRANSFORMING THE CHANNEL IN 2020 Predictions from Phil Jones

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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

MANAGED PRIN D ITR E SE C RT VM I CAEI SL

LEADERSHIP

Printing without borders

With many employees working across different locations, businesses need to consider how to handle their print requirements – and this is where managed print services can help

s COVID-19

Pietro recommends a managed print

reduce costs and ramp up efficiency.”

restrictions were lifted

service (MPS) to maintain control. “An MPS

over the summer life

gives insights into who is printing what and

ensure that their MPS solution’s security

returned to something

when, and to what device, tracking and

parameters, integration, DCA technology,

approaching normal for

logging this information so informed, print-

consumable logistics, contract management

many people - but among office workers, a

based decisions can be made, wherever that

and data analysis functions are state-of-the-

new normal of hybrid working has emerged,

print device is located.

art, and to check that they are compatible

where they split their time between the office and working from home. While this may help employees achieve

“Pre-pandemic, many organisations had robust print policies in place, with rules

Pietro adds that end-users need to

with the print demands and requirements of a modern businesses.

enforced by intelligent print management

a better work-life balance, it does present

solutions. This, combined with good print

CLOUD THINKING

potential problems for office managers, as

discipline and growing awareness of our

One way of ensuring your MPS can cope

Pietro Renda, chief marketing officer at MPS

personal responsibility to the environment,

with the demands of the business is by using

Monitor, explains. “With many companies

meant that print volumes were starting to

cloud-based solutions, says Elise McFarlane,

now adopting a hybrid working model, it’s

decrease. As people return to the office we

global product portfolio marketing manager

imperative that companies don’t lose control

expect to see a more vigorous enforcement of

at ECI Software Solutions. “With most

of their print as this will have cost, security

those print rules – at home and in the office

businesses adopting hybrid working models

and productivity implications,” he says.

– as part of an organisation’s overall plans to

in 2021, tracking print, copies, scans and

www.dealersupport.co.uk OCTOBER 2021 [35]

LEADERSHIP

MANAGED PRINT SERVICES

faxes has become more of a challenge,” she says. “At ECI we have seen our print services customers turning to cloud-based MPS solutions, with teams now split across multiple locations. “The function to assign every employee and client with their own unique PIN

SECURITY

It’s imperative that companies don’t lose control of their print

number, as well as giving projects different

Mike adds that security is maintained by allowing IT managers to remotely carry out firmware updates, while ensuring that appropriate security levels are in place, keeping systems one step ahead of hackers. Michele Mabilia, head of product marketing at Kyocera Document Solutions

codes, allows businesses to track output back

repair, usage and supplies replenishment

(U.K.) Ltd, agrees that, for managers dealing

to a user of the cost centre. Our turn-key

can easily be managed - we’re helping them

with hybrid working environments with

hosted printing service has also allowed

to keep workers productive, wherever they

a mix of office MFPs and home printers,

businesses to make their network printers

are, by reducing downtime and enabling

security is an important consideration.

available to those working remotely in a

secure workflow and document management

“Print OEMs have introduced more

secure fashion. In the early stages of the

solutions,” he says.

affordable, cloud-native, print management

pandemic this was useful as teams navigated

Mike adds that these tried and tested

software solutions as part of comprehensive

the move to home working, and it has only

attributes are now supporting companies

MPS contracts. The new solutions can boost

grown in popularity since.

and their IT leads as they shift to hybrid

security for home workers, as well as track

working. “Our research found that just 13%

the cost of printing,” he says.

“Cloud-based solutions, designed with the hybrid working model in mind, can allow

of IT managers expect employees to be in the

employees to add jobs to a printing queue

office full-time over the next two years - and

organisations streamlining their workforce,

from home and then print when they are

vendors are responding by ensuring they can

minimising capital and having fixed labour

next in the office - while features such as ‘cost

use an MPS to access devices designed for

costs have become key priorities in order

recover’ mode help ensure that users have a

home working, ensuring that businesses can

to create agile working environments

set balance associated with their accounts.

provide remote workers with technology that

where costs are proportional to fluctuating

Not only does this provide senior teams with

suits their needs.

revenues. “Kyocera Partners has introduced

a better overview of the business, it can also

“Together with productivity, cost-

Michele explains that, with many

new MPS commercial models with increased

help ensure that spend is both reasonable and

efficiency and security are the major factors

flexibility, offering organisations the

justified - even when working from home.”

shaping IT buying behaviours that dealers

opportunity to add home printers to existing

should consider when speaking to customers

traditional MPS contracts,” he says.

Mike Mulholland, head of services and solutions at Brother UK, says that the cloud

about adopting MPS. We found that 46%

can also help to keep printers running. “By

of IT leads need to make their costs more

become more important than ever, with the

enabling printers to be connected to the cloud

predictable, which MPS can provide with

increasing trend of outsourcing service and

- feeding in to one portal where diagnostics,

straightforward plans.”

maintenance to keep fixed costs down.”

[36] OCTOBER 2021

www.dealersupport.co.uk

“Choosing the right MPS partner has

THE NEW NORM

LEADERSHIP

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www.dealersupport.co.uk OCTOBER 2021 [37]

SALES SUCCESS

WORKING FROM HOME

Home comforts Working from home for at least some of the week is set to become a permanent arrangement for many employees, so they need to ensure their workspaces are fit for purpose

recent poll by

home office needs to offer more than just

MATTER OF TASTE

YouGov for the BBC

aesthetics and become a comfortable

Mark Galliano, managing director of

found that 70% of

space that these workers enjoy spending

Teknik Office, agrees that customers want

people believe that

time in. Expect to see a trend towards

to personalise their workspaces, adding that

workers will not

products that not only look great, but also

individuals buying for themselves have different

return to offices in

help support wellbeing. We plan to expand

priorities from those buying for an office.

the same way as before the pandemic, and

our Cosy range soon to help meet the

“While price tends to be a key driver for office

that most employees prefer to work at home

increase in demand for ergonomic

furniture, with home office it is not quite as

either part or full-time. This means that, as

and wellbeing solutions.

critical and other factors come into play - most

the home office becomes either the primary

“Resellers should seize this opportunity

notably, personal taste and style,” he says.

or part-time workspace, consumers are

to introduce or upgrade their customers

continuing to upgrade their environments

to solutions that will help them to create a

the consumer response is far more emotional

beyond desks and chairs. “Resellers should

home workspace that is comfortable,

than when purchasing for offices and the

expect to see a trend towards office solutions

inviting and suits their personal tastes.

subtle differences in taste are hugely varied,

that do not detract from the décor of their

Our homes are an expression of our

so a wide choice is needed; language is a good

homes and help end-users create workspaces

individual styles, and the home workspace

indicator of this - traditional, modern, loft,

that feel personal and appealing,” says

is an extension of this. It is crucial that

shaker, industrial, farmhouse and cottage

Elisabete Wells, marketing director at

resellers adopt this mindset in their

are not usually words associated with office

ACCO UK Ltd.

marketing materials - to offer their

furniture but, with WFH furniture, they are.

customers solutions rather than products -

As are the type of products; alongside larger

and expand their offering accordingly.”

workstations and executive desks we are

“The average professional spends eight hours of their day working; therefore, the

[38] OCTOBER 2021

www.dealersupport.co.uk

“When purchasing furniture for home

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SALES SUCCESS

WORKING FROM HOME

seeing strong demand for wall-mounted,

and expensive damage to hard floors or

space-saving, discreet, corner items that fit

carpets over time,” explains John Barker,

into homes where exclusive ‘office’ space is

marketing manager at Floortex Europe Ltd.

not available.”

“The typical worker probably has little

Mark adds that, at Teknik, they have

concern regarding floor damage in the work

noticed that black, grey, white and primary

office but almost certainly would if it was

colours seem less popular. “In the main,

within their own home. By using a chair mat

consumers tend to lean towards natural colours

the floor is fully protected, and the user also

like different wood finishes and creams/off

gets an ergonomic, easy-glide surface for

whites to fit in with their existing décor.

their caster-based chair.”

“It is also important to have suitable

Expect to see a trend towards products that not only look great, but also help support wellbeing

John adds that a chair mat should be

matching furniture available; sideboards,

offered as an integral part of anyone’s home

“If your bedroom or living room is

bookcases, coffee tables, side tables - even

office set up. “Available in PVC as an entry

your office too, portable organisers create a

TV stands - as consumers tend to want

price option, or polycarbonate for the

professional working environment by day,

‘domestic room style’ furniture for their

ultimate strength and durability, mats are

and let you revert back to a personal space

home offices so it fits into their houses.

available in a variety of shapes and sizes to

by night. Durable has a range of clever lines

suit all environments,” he explains. “Pointing

like tablet holders and drawer boxes that

great opportunity to increase the individual

“These additional items can offer a

out potential floor damage issues, together

keep documents organised while blending

sale from a single workstation and chair

with the simple, yet effective, chair mat

with your living environment. Light is also

to a full suite of products. Our existing

solution, provides dealers with valid

an essential element of good office design;

retailers are already enjoying the benefits of

added value sale.”

Luctra Flex is the perfect portable light with

this, particularly as the products we make

a battery life of up to 40 hours.”

available for the WFH market are all self-

SEPARATING WORK AND HOME

assembly, so the dealer doesn’t have to worry

However, as Monika Starkey, marketing

the wires that technical devices come with.

about installation.”

manager at Durable (UK) Ltd notes, while

“These devices can stop a space looking like

working at home has many advantages, such

a home; besides being a major trip hazard,

OTHER CONSIDERATIONS

as better work-life balance, 56% of home

tangled wires also look messy,” she says,

Working from home on a permanent basis

workers say that separating work and private

but there are various cable

also means customers need to consider

life is a problem, and 54% say their home

management solutions available to

equipment they may not have previously

office is not well-equipped. “But there are

tame the cable spaghetti.

thought of, such as chair mats. “On average,

already clever solutions for dividing areas -

an office chair travels about five miles a year,

even in the smallest spaces - and for working

pay attention to the look as well as the

all in a small area around the entrance to the

well with minimal, but multi-functional,

functionality,” Monika advises. “Good

desk; this results in permanent, irreversible

equipment,” she says.

designs meet both requirements.”

[40] OCTOBER 2021

www.dealersupport.co.uk

Another consideration is dealing with

“When choosing office equipment,

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SALES SUCCESS

SECURITY IN THE OFFICE

SAFE and secure As many people return to the office for the first time in more than 18 months, personal safety and security of possessions in the ‘new normal’ of how workspaces function needs to be considered

s we move into

not being exposed to viruses – security of

policies on office occupancy rates, which

Autumn an ever-

possessions should not be ignored.

will, in turn, have an impact on the security

increasing number

As Simon Howorth, marketing and

of important business documents and

of people are

design manager at Dams notes, the work

employees’ personal belongings when they

returning to their

environment is changing in design and

are in the office.

workplaces – at least

purpose. “Employees are re-evaluating how

“Take hot-desking or co-working spaces

for some days of the week – but, in many

they would like to work – at home, in a

as an example; these work on a first-come,

cases, it is not a return to business as usual.

coffee shop, in the office, hot-desking or a

first-served basis, which means if you like

The COVID-19 pandemic has changed

hybrid working model,” he says. “In return,

a particular space then you have to come

how many spaces are used and, while safety

many businesses are considering what the

early to take that seat or else it might not

of employees is important – in terms of

impact will be of continued remote work

be available. Security, or lack thereof, is a

[42] OCTOBER 2021

www.dealersupport.co.uk

SECURITY IN THE OFFICE

challenge that businesses will encounter due

COVID-19 or other infectious viruses.

to transient design. Poor implementations

As Steve Plaistowe, business development

can make it hard for individual employees to

manager for the Office Products Supplies

securely store their personal belongings.”

Channel at Spectrum Industrial notes, colds

Simon adds that secure storage areas are

and ‘flu cost UK employers 28.2 million

available that can be used in hot-desking and

working days in 2018/19, according to the

co-working environments. “It’s advisable for

UK Labour Force Study. This cost businesses

companies that adopt these work practises

£28.9 million in sick days, the ONS reported.

to offer similar storage areas for their

He adds that when an employee has cold

SALES SUCCESS

Workplaces need to ensure they don’t lose momentum around hygiene in the workplace

employees, too,” he adds. “Wooden and steel

or ‘flu it can spread to as much as 40% of

storage lockers cover a variety of storage

the workplace, according to data from the

solutions that cater for employees’ personal

University of Pittsburgh. The worst month

effects, clothing and possessions in all office

for sick days is January, with 53% more taken

and workplace environments. Lockers are

than in any other month, annualleave.com

placement of washroom-orientated safety

the perfect storage solution for hot-desking

reports. “It’s important that businesses put

signage – throughout a building as well as

spaces to keep business premises not only

measures in place to help prevent the spread

close to the washroom location itself – will

functional but also clutter-free.”

of all viruses,” Steve says.

certainly help. Once in the washroom,

Leon Haigh, UK sales manager at

“Among the many things learnt over

sanitisation,” he explains. “To keep this at the forefront of minds,

reminders about effective handwashing

Phoenix Safe, adds that physical security

the past 18 months of the pandemic, a key

techniques via safety signs and safety posters

products, like safes, still play a big role.

factor in maintaining our own health is good

will also help focus on actions to achieve

“Especially when considering the need

hand hygiene. The need to practice regular

good sanitary management.

of business owners to protect employee

and effective washing and sanitising of our

records, to maintain their GDPR compliance

hands will remain of high importance in

good sanitary practice are typically of the

or just to protect their own paper or data

the ongoing battle to suppress the virus,

‘mandatory’ type, providing instruction on

records from theft or fire,” he says

enabling us all to lead our lives as close to

what ‘must’ be done. Washroom safety signs

the pre-pandemic ‘normal’ as possible.

should be placed in locations that allow

PERSONAL SAFETY

“The predictions around other respiratory

“Safety signs to remind and promote

them to be highly visible, should be of a

But safety when working in an office is now

illnesses, and the increase in colds and ‘flu

size to enable them to be clearly read from

about much more than keeping possessions

during the winter months, means workplaces

distance, and of a material durabile enough

safe; it involves keeping employees healthy,

need to ensure they don’t lose momentum

for the environment.”

and limiting their exposure to harmful

around hygiene in the workplace.”

germs - be they the latest variant of

Wooden and steel storage lockers cover a variety of storage solutions

Washrooms also have several other hazards that staff must contend with, such as

SIGNS OF THE TIMES

hot water taps and slippery floor conditions.

According to Steve signage is ideal way to

“In these instances, hazard warning safety

inform employees of areas that need to be

signs, along with more floor graphics and

cleaned down after use - as well as informing

A-boards highlighting the hazards, are all

employees and visitors when areas were last

relevant solutions to protect the person from

attended to. “Washrooms are an area where,

harm and injury, “ says Steve.

for sanitary reasons, hands should be

“Ultimately, as part of the wider safety

washed anyway; this represents a great

obligations, washroom safety signage forms

opportunity to remind about the need for

part of the solution that will maintain a

regular and effective handwashing and

feeling of security for all.”

www.dealersupport.co.uk OCTOBER 2021 [43]

SALES SUCCESS

TEABREAK

LIVE IT THUMBS UP!

Return of the cat

A cat missing for 10 years has been reunited with his owners, BBC News has reported. Forbes had gone missing in Aberdeen in 2011, leaving Neil and Lucy Henderson “distraught”. The Scottish SPCA was called in after a thin cat was spotted in Aberdeen, and a microchip scan led to the owners. He was found less than two miles from where he went missing. Now living in Edinburgh, the owners are delighted to have 12-year-old Forbes back in their lives. They had searched for their pet for months after he went missing.

Life hack If the inside of your microwave looks and smells like something it shouldn’t then halve a lemon and put it into a glass dish or jug, along with some water. Microwave it until the water starts to boil, then switch it off and leave the door closed for a minute or two while the lemony steam works its magic.

CAPTION COMPETITION

TWEET CAPTIONS TO @DEALERSUPPORT

Quote of the month You have brains in your head. You have feet in your shoes. You can steer yourself any direction you choose. DR. SEUSS

[44] OCTOBER 2021

www.dealersupport.co.uk

TEABREAK

Did you know?

SALES SUCCESS

The crown jewels contain the two biggest cut diamonds on earth. They both came from the Cullinan Diamond, a 3,106-carat gem found in South Africa in 1905. The largest stone, called the Great Star of Africa, is in the Sovereign’s Sceptre, while the second largest is mounted in the Imperial State Crown.

A man who had both his legs amputated has completed a 13-hour crawl to the summit of Snowdon, BBC News reported. Paul Ellis, 56, from Widnes, Cheshire, said he was in good spirits after completing the nine-mile (14.5 km) Llanberis route on Friday. He has, so far, raised more than £3,000 to send

PUB QUIZ 1. How many of Henry VIII’s wives were called Catherine? 2. What was the most popular girls’ name in the UK in 2019? 3. Which comedian was the second permanent host of Never Mind the Buzzcocks after Mark Lamarr? 4. Which popular video game franchise has released games with the subtitles World At War and Black Ops? 5. In what US State is the city Nashville? 1. Three 2. Olivia 3. Simon Amstell 4. Call of Duty 5. Tennessee

Hopping back again

amputee children on holiday. Paul suffered a spinal injury in a fall in 1992, leaving him in

Knock me down with a feather

excruciating pain and unable to

Fly me to the mooon

stand for more than few minutes

Sky News has reported that cows in

at a time. In 2008,

Switzerland have been airlifted to the bottom of their Alpine

he chose to have both legs amputated below the knee to

meadows in a bizarre spectacle. Around 10 of the animals were taken by helicopter off the ridges in the Klausenpass region in the centre of the country. Using a mesh harness, the creatures were

gain more mobility. “I did the

suspended by a length of cable below the chopper as they took

first three miles in about three

to the skies. Waiting farmers used guide ropes to help bring the

hours,”

cows to land safely, before moving them into more conventional

he said. “The last two miles

trailers. Meanwhile, the more fit and able livestock made their way down the mountainside by hoof.

took me more or less nine hours probably.”

www.dealersupport.co.uk OCTOBER 2021 [45]

SALES SUCCESS

QAUTEHSETRI OP.N CTLI IMP E F

Bringing hope, peace and unity to the good brethren of business The good Father ponders where everyone is working now...is it at home with Jaffa Cakes or is it in the office discussing COVID?

re people back

this stage and I’m resigned to the fact that

in offices or not?

the rest of my working career might just

to see other people and interact. When

That’s the question

involve visiting people in their home office

I’m at home the only interaction I have is

everyone in our

and taking orders for one rubber, one

with the dog and a packet of Jaffa Cakes.

office is asking - we

pencil and a box of paperclips.

I’ve stopped doing Zoom calls because

don’t even know if we are all back in

At least being in an office enables you

Does anyone know what they are

it means I must put my cassock on - I

our office yet so it’s really hard to work

doing at all these days? I’ve heard people

started running out of answers when

out. We can’t believe a word our sales

saying how they love the freedom of

people were asking why they could only

reps say either; they’ve told me on a few

working from home but then, in the

see the top of my head in meetings.

occasions that a customer is fully back

same sentence, almost crying about how

I feel as though my face has been

and operational only for me to visit and

much weight they’ve put on because they

analysed like never before; I’ve a scar

be greeted by the sight of a robot with a

work near their kitchen.

above my right eye from when I

vaccination checker built-in asking for a

Make up your minds people! You

jumped off the top of the confession

photo of myself and then telling me that

either like working from home, or you

box and, all of a sudden, that incident

s/he is the only one on the premises.

like working in the office! From what I

has become a topic of conversation in

can see, in our office, people spend 90% of

the village all over again.

Some customers have said they won’t be back until January, and some have

their day drinking coffee and talking about

said that they might be in the office, but

COVID, so it’s not as if you are going to

normal soon if only to stop all the

they might not. I’ve almost given up at

have to work harder if you aren’t at home.

confusion and stressful gossip.

[46] OCTOBER 2021

www.dealersupport.co.uk

I hope everything gets back to

FINAL WORD

SALES SUCCESS

Stay agile to beat the scrum TOBY ROBINS discusses how agile businesses succeeded during the pandemic, and why they must continue to adapt, especially to hybrid working conditions, to keep team morale high

Agility. Take

threat coming. Sadly, some businesses

a course at the

were brought down by it. I prefer to

Cranfield School

celebrate those that showed their agility

of Management

and found opportunities and the path to

and you’ll find it’s a

break through and cross the line.

popular word. To me, it suggests the back

PPE, sanitisers and screens created

Tony Robins Tony is a consultant and board member at Green Element working from home, do you feel as much

line of a rugby team - the Shane Williams,

new opportunities seized by many while

a part of the team as you did before, or

Rory Underwoods and Cheslin Kolbes

the disease was rampant - but what of

do you feel the loss of those water cooler

of the world, racing forward, only to be

the opportunities for the changed world

conversations - a lost camaraderie eroding

confronted by a massive, immovable

we now live in? Working from home

the bonds that held you together?

block of humanity or two. The rapid

has changed the marketplace and driven

assessment of risk and opportunity

digitalisation. Coming from a couple

seeking to manage a dispersed workforce.

before jinking left or right, running

of decades of chasing price-focused,

There is business risk from people

through, or tapping the ball through or

commercial tenders, it seems to me there

becoming increasingly isolated, depressed

over, or accepting support from others

may be new opportunities.

and, consequently, less productive, as

- it’s a mental and physical agility that is paralleled in the business world.

The cheap functionality of contract office products does not sit well in

These are concerns held by clients

well as from having to recruit and train replacements as staff turnover ticks up.

It takes courage to run at someone

the domestic environment. People at

twice your size, and the same is true of

home look for the pleasure of writing

Why not suggest to clients they provide

getting up every day, and confronting the

in a beautiful notebook with a smooth-

corporate branded products to keep

challenges before you, knowing your team

writing, solid-feeling pen. Desk

remote staff engaged? From mugs and

depends on you and your judgement.

accessories need to satisfy the aesthetics

notebooks to promotional products like

of the home. It’s a flight to quality away

blankets, scarves, plants, beer and gin.

isn’t always obvious where the threats

from price-sensitivity; an opportunity

Are you bold enough to move towards

are coming from. The World Economic

to increase cash margin by marketing

a servitisation model and offer staff

Forum’s 2019 Global Risks Report had

directly to your local marketplace and

surveys to gauge wellbeing and host

the spread of infectious diseases at

upselling directly to the end-user.

team-building forums?

Like a tap tackle from behind, it

number 10 for the perceived threats with the greatest impact. However well you read the game, you are not likely to have seen the COVID

Then there’s the corporate perspective.

Like all risk, it creates opportunity.

Keep your business lean, fit and

Ask yourself why you like working where

agile, be as passionate and committed

you do? Is it the work you do? The people

as an international rugby player, and

with whom you work? If you’ve been

keep on winning.

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