Dealer Support June 2020

DEALER SUPPORT JUNE 2020

June 2020

Issue 300

ISSUE 300 DIGITAL DISRUPTION NEW NORMAL

THE independent event for UK dealers

GREENER MINDSET

HERE’S A DATE FOR YOUR DIARY

inspiring success

Thursday 15th October 2020

DIGITAL DISRUPTION Can dealers capitalise?

NEW NORMAL The benefits of setting up a secondary online retail website GREENER MINDSET Changing the office environment for the better

2020

office products collection Initiative provides your customers with all the core items they need in their workspace!

We wanted to take this opportunity to reassure members that the Initiative range is still readily available from Antalis and VOW together with our chosen EOS partner.

To help support you we have an extended price freeze up until the end of June 2020 and you can access free online catalogues, email marketing, social media content and more.

If you aren’t an Integra member and need access to a high quality, value for money range then please contact us on 01633 653000.

• Exclusive to Integra members • Over 800 core products for the flexible workspace • Available via Antalis, VOW & direct • Highly competitive ink & toner range • Extended price freeze until 30th June 2020 • FREE marketing support

To view the range visit www.initiativeofficeproducts.co.uk and for more information contact Integra on 01633 653000

FROM THE EDITOR

Strange – but rewarding – times INDUSTRY

OFFICE CLEANING

OFFICE CLEANING

As pe ople begi after n retu a pe rning riod the on of lo to w goin ckdo g CO more wn du ork VIDim e to 19 pa are ke portant ndem than epin ic, it’ ever g yo s that ur w orkp you lace clean

INDUSTRY

lockdown. Previously, employees on sick leave may have

prompt employees to wash their hands regularly, and for at

been off for one or two days, but now they will be off for an

least 20 seconds each time.

extended period of time.

“For small business owners, having just one employee off

Kitchen rules

work due to illness can have a big impact on the day-to-day

If food is not stored correctly, or someone who is ill has

running of the business. Teams are at their most productive

touched a product, foods can become contaminated and

when everybody is healthy, happy and able to fulfil their

cause food poisoning or illness. You should encourage

roles,” explains Mike Davis, head of SME direct acquisition

employees to hygienically clean surfaces immediately after

at AXA PPP healthcare.

Keeping your workplace clean is one way to reduce absenteeism, as viruses can spread quickly. A study by the

use, and clear crumbs and left over food, to keep germs at bay. Foot-operated bins are also better for hygiene because they reduce the risk of hands picking up germs when they

University of Arizona in an 80-person office building found

touch the bin lid. Encouraging staff to bring in their own mugs

that one infected employee had left droplets of a (non-

and cutlery can also reduce the amount of sharing of utensils,

harmful) virus on more than half of the commonly touched

which helps limit the chances for the virus to spread.

surfaces in the office within four hours. In addition, half of the employees in the office with him had also become infected

Dirty desks

with at least one virus.

A recent study by GCC Facilities Management (GCCFM)

So, how can you ensure you are keeping your office as virus-free as possible?

revealed that 11% of office desks are never cleaned. A desk carries an average of 10 million germs over its surface, which is 400 times more than the average toilet seat. The same

TIPS TO KEEP YOUR OFFICE HEALTHY

study from GCCFM also showed that 36% of our computer mice have never seen any kind of cleaning product. We touch

Encourage sick leave

our computer mice hundreds of times a day but, with over

Employers should reiterate to their staff the importance

1,600 germs per square inch, it may be time to start changing

of self-isolating and not coming into work if they begin to

our cleaning habits.

develop symptoms of coronavirus. Creating a culture where

“The findings show that desk cleanliness is easily

presenteeism isn’t rewarded, but actively discouraged, is

neglected, despite the health risks that it carries and the

fundamental in keeping illness out of the office. Encouraging

knock-on effects it could have for businesses in terms of

staff to take time off to recuperate when unwell is key to

sickness, reduced capacity, and absences, explains Claire

maintaining a healthy workforce. AXA PPP healthcare research

Maclean, managing director of GCC Facilities Management.

recently found that nearly a third (32%) of bosses say they’d prefer employees to take time off sick rather than come

“More needs to be done to, firstly, raise awareness of the health risks that dirtier working surfaces can have amongst

to work ill. “Employers are encouraged to support their

office workers and, secondly, businesses should take more

workers’ mental and physical health. Offering positive steps to

action to ensure that their staff are working in a clean and

promote wellbeing now will help support resilience in future,”

healthy environment,”

says the medical director of AXA PPP healthcare’s health services, Dr Yousef Habbab.

Making sure cleaning products are readily available for use around the office, as well as anti-bacterial gel, is vital.

It may be a good idea to implement dedicated cleaning

aintaining a healthy workforce is key for

cleaning products and a lot of empty supermarket shelves.

Visual reminders

times during the day to ensure everyone is cleaning their

employers across the UK at all times

Now, as we are adjusting to a ‘new normal’, anti-bacterial

Worryingly, before COVID-19, over a quarter (27%) of UK

areas regularly enough; this way everyone is accountable for

but, during a pandemic, it is absolutely

hand gel is the new handbag essential.

employees admitted to not washing their hands every time

keeping their desk and devices disinfected.

imperative. Since the beginning of the year we have heard the mantra ‘wash

From colds and flu spread by coughs and sneezes, to

cases of norovirus - an extremely infectious stomach bug -

they visited the washroom, increasing the chance of germs and bacteria spreading across the workforce; now we are

It is now more important than ever that you are keeping yourself and your staff safe and well - and the best way to do

businesses would usually prepare for an increase in ailments

being encouraged to wash our hands every half an hour.

this is by implementing stringent hygiene practices in your

repeated by government officials and scientists around the

during the colder seasons; but now businesses are facing

Using reminders, such as posters, which are clearly displayed

workplace. Following these tips should ensure you limit the

world. In the beginning this led to the mass panic-buying of

a more infectious virus, one which has caused a global

around the office, and especially in toilets, should help to

risk of the virus spreading in your office.

your hands and clean your surfaces’

[14] JUNE 2020

www.dealersupport.co.uk JUNE 2020 [15]

www.dealersupport.co.uk

Keep safe everyone.

EDITOR Vicki Baloch

CREATIVE TEAM Billy Odell

HEAD OF SALES Matthew Moore

DIRECTOR Vicki Baloch

Dealer Support is the leading monthly publication for dealers in the business supplies industry. It provides information on the industry (both in the UK and overseas), information for and about the UK’s independent dealers, as well as information and advice on running a small business.

The views expressed in this magazine are not necessarily the views of the publishers. Copyright of all the material published remains with Intelligent Media Solutions Limited. No part of this magazine may be reproduced, copied, stored in an electronic retrieval or transmitted, save with written permission or in accordance with provision of the copyright designs and patent act of 1988.

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Page 14

A strange thing appears to be happening right now; time seems to have stood still, with days and weeks merging without boundaries while, at the same time, everything is hurtling and changing at the speed of light! For some industries, their How business lives have been put on hold, and they exist in anxious bubbles of inertia, waiting to see your clean is offic if they will make it out the other side of all this – e? will the easing of the lockdown bring salvation or destruction? For others, there have been changes needed, certainly, but there have also been many M opportunities to be grasped and better ways of doing things to be embraced.

Happily for us, dealers and wholesalers fall into the latter category if they have the courage to see the possibilities and go for them. It is a constant refrain within the pages of this magazine that fortune favours the brave, that those businesses which ‘go the extra mile’ and keep their focus firmly on the customer – and what they actually need (not what you want to sell them) – are those which develop and thrive.

We are lacking the personal touch in our home lives at the moment, missing our friends and extended families, but dealers all over the country are providing that personal touch to their customers – and it is paying off. As usual, you will find in this month’s edition all the nourishment you need to feed your entrepreneurial spirit and inspire you to even greater – and more lucrative – efforts.

Every item in this month’s issue is, as usual, tailored to the times and the needs they bring but, in particular, I’d point you at The new normal for online sales – lots to chew on there - Digital disruption and its impact on the OP industry – ditto – and An industry snapshot during the COVID-19 crisis.

What will the world look like when this piece is written for next month’s issue?

I have absolutely no idea - but I know we will have adapted to it, capitalised on it, and flourished, as long as we are nimble and dare to move with the times.

HOME OFFICE IDEAS BY LEITZ

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SMART AND QUIET SHREDDERS TO ENSURE THE SAFE DESTRUCTION OF YOUR DOCUMENTS

MONITOR THE ENVIRONMENT OF YOUR HOME OFFICE AND WORK IN CLEAN AIR

Working from home is now a mainstream reality. Leitz products are designed to create the environment you need for home office space with brightly colour-coordinated desk accessories and storage solutions, products for boosting physical health and all of the essential tools that allow you to do your job effectively.

www.leitz.com

JUNE 2020

Contents INDUSTRY 10 SUCCESS, LOSS AND DIVERSIFICATION

Diversification is the key to succeeding in the current climate

14 HOW CLEAN IS YOUR OFFICE?

It’s more important than ever that we keep our workplaces clean

18 THE IMPACT OF DIGITAL DISRUPTION

How dealers can capitalise on the impact of digital disruption

10

MANAGEMENT 22 HOME ENTERTAINMENT

Stay sane - ideas to help you entertain the kids this summer

26 A GREENER MINDSET

Changing the office environment for the better

SALES SUCCESS

18

30 THE NEW NORMAL

The benefits of setting up a secondary online retail website

LEADERSHIP 32 FATHER P CLIP

In which they embrace the joys of MFPs

33 FINAL WORD

Words of wisdom from Simon Wallis of InControl Marketing

22 “There’s no finish line - we just have to keep going”

27

INDUSTRY

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

THE MONTH THAT WAS OT Group Limited launches OT Wholesale

Superstat and Exertis Supplies announce new partnership Exertis and Superstat will now work in partnership across all product areas including office supplies, EOS and technology.

Superstat’s MD Alex Dunn commented: “It has always been our strategy to deliver the best wholesale deal to our members allowing them to maintain a competitive advantage in the market. For us, an agreement must be meaningful, it must truly benefit the dealer and give them a strategic advantage. Our new alliance combines Exertis’ wholesale and logistical expertise with Superstat’s “direct to consumer” marketing expertise to create a

The OT Group Limited, part of Paragon Group, are pleased to announce the launch of their new division, OT Wholesale.

OT Wholesale will provide dealers access to over 15,000 product lines that

winning formula for dealers.”

Andrew Beaumont, MD of Exertis Supplies said, “We are very pleased to

are on the shelf, plus an extended range and the exclusivity of the 5Star™

be working with Superstat and have been

product brand.

impressed by their commitment to find a

OT Group CEO Steve Horne says “Having spoken to many dealers over

positive and sustainable outcome for their

the past few weeks, there was there was a real concern that the market

dealers throughout this process. Our aim is

could become uncompetitive; and a resounding requirement within the

to deliver a great service to them and their

dealer community to have choice and flexibility across their supply chain.

customers using our Keep it Simple approach

That’s exactly what we aim to deliver with OT Wholesale and with our new

to ensure the right products get delivered to

investment plan in place, we want to give the dealers choice by offering a no-

the right place as efficiently as possible. We

nonsense service at a competitive price”.

are looking forward to a long and productive

The new OT Wholesale proposition will provide dealers with: • Access to over 15,000 on the shelf product lines plus extended ranges • Integration into your back office systems • Ability to supply the exclusive 5Star™ branded products • Full price transparency through a flat net price file • Next day delivery via courier to customers’ home, office address or the dealer’s business premises “This is an exciting opportunity for the OT Group and with the backing of our new owners Paragon Group and support of the dealer community, I’m confident it will be a success.”

[06] JUNE 2020

www.dealersupport.co.uk

relationship with the group”

SPONSORED

INDUSTRY

The importance of shredding when working from home

W

hile thousands of UK workers have

Good GDPR compliance is not only about processing data

spent the last two months adjusting to

securely, but also being able to evidence this. Managers must

working remotely, there is an ongoing

ensure they have considered this in relation to their staff who

issue because not everybody has the

are working from home in an environment that’s beyond their

right infrastructure in place to ensure

control; they need to supply information on policies relating to

their working environments are fully

data protection, as well as any equipment their people might

compliant. For businesses, it’s a necessity to keep up with,

need. Unfortunately, according to a 2020 HRZone report, one

and implement, the latest regulations within that environment;

of the biggest complaints from home workers is that they lack

for individuals, now scattered and having more responsibility

proper equipment; the onus is on their employers to make sure

over their roles than ever before, education on how they can

this isn’t the case.

still adhere to the law is needed. Their priorities’ lists are

One of the biggest hurdles when it comes to a lack of

probably topped by keeping organised and finding space for

equipment is the ability to destroy paper documents. IT-based

themselves within the home to concentrate, rather than the

security is relatively easy to implement, and can be regulated

legal minutia of their role.

remotely, but the only way to securely, and legally, destroy data

The General Data Protection Regulation (GDPR) came

is by shredding it. It’s highly recommended that any documents

into force in May 2018 and tightened data security in a way

removed from a workplace and taken to an individual’s home

that was impossible to ignore – especially since the potential

is shredded once its usefulness is ended. The same goes for

fines for non-compliance would have a serious impact on any

confidential documents printed at home, or those which have

organisation. The regulation affects all businesses, but some

reached the end of their life cycle.

more than others – especially legal, accountancy and any

As a result, managers must make sure their staff have

finance sector. Anybody who handles sensitive information

equipment which can effectively slice through documents at

needs to be aware of the legal implications of not doing so

the correct security level for the company’s needs. Both Rexel

safely and, when a team is working from home, it becomes

and Leitz offer quiet, compact shredders which can fit smartly

even more difficult to regulate.

into the required environment, meaning there is something for every role within the team, and every security level.

The responsibility for ensuring that all data is handled,

Some important tips for GDPR compliance when working from home include:

protected and disposed of in the correct way lies with both management and employees; it is everybody’s duty to create, and carry out, the strongest possible GDPR protection within the home office environment.

• Only access information that you need to access.

• Limit the devices used to access that information.

Want help choosing the right shredder? Try Rexel’s online

• Implement strong passwords on all devices and

buying guide: www.rexeleurope.com/en-gb/buying-guides/

cloud networks.

paper-shredder-buying-guide

• Invest in an SME GDPR toolkit; this contains resources on how to remain compliant on an

Or the buying guide from Leitz: www.leitz.com/en-gb/

individual level. ICO.org.uk offers great resources

design--concepts/iq-paper-shredders/paper-shredder-

for companies of any size.

buying-guide/

• Ensure you’re up-to-date with the business’s data protection policy.

• Consult your data protection officer, if your organisation has one.

INDUSTRY

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

Extended price freeze on Integra Business Solutions’ Initiative Office (until 30th September 2020)

BOSS Federation to explore the future of work at BOSS members’ day

This extended price support is designed to help members offer customers

Dr Eliza Filby will be this year’s key

best prices on a range of core products whilst still retaining excellent margins;

note speaker at BOSS Members’ Day

Initiative is benchmarked against similar brands available and provides

to be held virtually on the 3rd of June

members in both commercial and retail sectors a point of differentiation.

between 10.00am-12.30pm and kindly

The brand is supported with a comprehensive marketing programme

sponsored by ECI Software Solutions.

BOSS are delighted to announce that

incorporating dedicated catalogues with free digibook, email, web and social media content, together with a refreshed consumer website. “Initiative

Dr Eliza Filby is a writer, speaker

provides members with a competitive range, backed up by a consistently

and consultant who specialises in

reliable source,” Allison Fishlock, Integra’s purchasing director, commented.

generational Intelligence, helping

“As dealers continue to face unprecedented challenges, we are focused on

companies and services understand

supporting members wherever possible. Integra would also like to extend a

generational shifts within politics,

warm welcome to three new dealers joining us in May – the team here looks

society and the workplace. She has

forward to working with them and supporting all members as we gear up to

spoken at the EU’s Human Rights

getting back to business.”

Forum on teenagers and technology; the Financial Times CEO forum on the future of work and contributed evidence to the House of Lord’s select committee on intergenerational unfairness.

Using international comparisons, and drawing on research, Eliza will look at the impact of COVID-19 on the future of work, considering people’s attitudes, physical work spaces and

Advantia and Exertis Supplies

the acceleration of technology and its impact on the workforce.

In recent weeks a huge amount of work has been undertaken to compare the range of products sold by Advantia dealers those currently stocked by Exertis.

Go to www.bossfederation.com/home/

The teams at Advantia and Exertis have built up a very good understanding

boss-members-day-2020 for more

of each other’s business models and have been able to form a strong working

information on the agenda for the day

partnership for the provision of office supplies to Advantia members.

and to register for this virtual event.

“Advantia has always led the way in ground-breaking initiatives, and this new relationship with Exertis continues that trend,” Steve Carter, MD of Advantia, said. “I have been really impressed by the innovative approach taken by the team at Exertis in gaining an understanding of our group. There is a clear desire and willingness to work together in order to expand our offering across new product ranges and services.”

Andrew Beaumont, Exertis Supplies MD, added, “We have enjoyed working with the central Advantia team in our efforts to review and develop a fresh approach to a healthier and sustainable long-term business partnership. We look forward to continuing this work with the group and its members in the future.”

[08] JUNE 2020

www.dealersupport.co.uk

SPONSORED

INDUSTRY

Signage for the return to work

T

he need for signage has exploded over

SO WHICH ORGANISATIONS UTILISE LAMINATION MOST?

the last few months; supermarkets, hospitals, warehouses, and any other

OFFICES

open places of business, have been

Any office-based business will use lamination for signage and

implementing health and safety messages

displays, as well as to keep important documents protected.

and social distancing rules everywhere to

As we return to work over the coming months there will be

ensure they aren’t missed. These include reminders to regularly

an upswing in the need for signage due to social distancing

wash and sanitise hands, wear masks and gloves and markers to

measures and the necessity to communicate them effectively

space out two metre distances.

throughout corridors, meeting rooms, toilets and breakout

In a recent poll of 1,000 people, 44% of working adults

areas. Areas previously accessible by everybody will also be

said they felt anxious about returning to work because of

restricted via signage; for example, employees will require a

the health risks posed by COVID-19; clear office signage to

designated desk area or workspace rather than hot-desking

communicate health and safety measures is one major step

using shared desks.

towards minimising that anxiety, ensuring that the transition from lockdown to a new way of working is made as seamless as

SCHOOLS

possible. Because of this, there has also been a rise in the need

As schools gradually reopen information on hygiene and social

for laminators, as laminated signage not only protects the sign

distancing will be required throughout all areas including

itself in a tear-proof, waterproof coating, but it’s wipe-clean and

classrooms, corridors, offices and outdoors areas. Laminating

easy to disinfect, long-lasting and can be used both indoors

these signs will make them robust enough for regular handling

and out. This rise in the popularity of lamination will only

by staff and pupils alike, and will mean they are all wipe-clean

continue as organisations slowly re-open.

and able to safely adhere to health and safety rules.

Laminating is the quickest, and most effective, way to ensure that any printed documentation is made hygienic,

HOSPITALS, GP SURGERIES AND CARE HOMES

ensuring compliance with any new COVID-19 rules a business

More than most environments, healthcare organisations

has in place; it’s also cost-effective, as sticker printing and

need clear, consistent signage outlining warnings and

permanent sign production can prove expensive in comparison.

advice throughout. On top of this, they have to be able to be disinfected on a very regular basis – and this is where lamination trumps everything else.

How to implement a phased return to work responsibly

display of health and wellness information throughout a

• Consult with staff on a risk assessment to

workplace helps support a healthy culture and mindset –

But signage needn’t be entirely used for warnings. The

create new rules for ensuring the workplace is

something workers sorely need in the current climate. Posters

as safe as possible.

encouraging healthy eating, rest, exercise and emotional

• Maintain social distancing everywhere by staggering start times, creating one-way

wellbeing will show those returning to work that they are cared for by their employers, and ensure they feel safe.

walkways and configuring the office so that seats are two metres apart. Signage plays a very important part here.

FIND OUT MORE

• Communicate with colleagues regarding the

GBC’s laminating ranges include the GBC Foton 30

new rules, including guidelines for home

– the world’s first fully automated laminator.

working.

Visit www.gbceurope.com

• Communicate with third parties, as any visitors to the workplace will need to be made aware of the rules and maintain their distance.

For Nobo signage and display products ranges, visit www.noboeurope.com

INDUSTRY

SNAPSHOT

An industry snapshot during the COVID-19 crisis: successes, losses and diversification [10] JUNE 2020

www.dealersupport.co.uk

SNAPSHOT

Video conferencing has become the new-normal in the age of social distancing, and the latest Evolution Group and FusionPlus Data meeting was no different. Gathering for an online call, the group discussed how the virus was impacting the industry and how diversification was the key to succeeding in the current climate

INDUSTRY

to social distancing, and using PPE, and others now operating on a remote basis and working from home. As a result of new working practices being adopted, the office products industry has experienced a definite period of change in terms of sales, product portfolios and strategy.

The virtual meeting discussed at length how different businesses in the industry have been affected. After an introduction from Steve Bilton of FusionPlus Data, Evolution’s Paddy Donnelly gave an overview of their figures. “Overall, we’re over 60% down from our peak in daily store revenue numbers. The peak occurred on the 10th of March, in anticipation of the quarantine, and even though the last week

SCORES ON THE DOORS

or two was a write-off, we actually had the best March ever in

It is hard to imagine that there is a single business in the UK

terms of sales’ volumes through the store, peaking at roughly

that coronavirus hasn’t impacted - whether that be for better

525,000 a day. We are now down about 66% in total from the

or for worse. Businesses have been forced to adapt to a new

high of 525,000 and, on the 9th of April, we recorded our

way of working, with some still in the workplace but adhering

lowest figure of £135,000.

www.dealersupport.co.uk JUNE 2020 [11]

INDUSTRY

SNAPSHOT

“The good news is there are some shafts of light in the

as DAMS, haven’t been impacted either way; they reported

myopia of COVID-19, as things are now starting to pick up.

that, from a wholesale point of view, they still have just as

We are now up 11%, on average, from where we were last

many orders as they had pre-lockdown. Others have seen

week - psychologically for the team this is quite encouraging

an increase in sales, such as Superstat who are are running

and good news all round; hopefully, we’ll see the trend

about 30-40% up on what they would normally expect. Some

continue in the next few weeks.”

are even experiencing such an increase in sales that they are

Another business that had been hit in one area, but was

struggling to keep up! “We have started to bring people

performing well in others, was Futureform. Darren Oliver

back and our call overflows have just shot through the roof,”

explained what had been happening to their sales, “Our

Phil Beasley from Bluefish exclaimed, “we haven’t got enough

traditional sales are down 60%, but our actual sales are

bodies to answer the ‘phone today!”

currently running 145% up, year-on-year, due to PPE and own brand sanitiser selling really well - and loads of activity from

THE BIG SELLERS

our sales guys.”

The product portfolio is also changing, with certain products

Jackqui Kielthy, Fieldmaster, agreed that traditional sales

now becoming big sellers. Paddy explained that Evolution has

had fallen for her too. “There are definitely opportunities out

now set up a specific team who discuss the change in demand.

there. Sales have fallen on the traditional lines but working

“We have a team which meets in the morning to come up with

from home is a big aspect now.”

ideas on what dealers could sell through the website - what new

Due to shops closing, those who sell to retail had seen a sharp drop in sales. James Faulkner of EcoEco was one such.

“As we sell to retail it has hit us very hard; we’re probably around 80% down at the moment.”

However, it’s not all bad news. Some businesses, such

[12] JUNE 2020

www.dealersupport.co.uk

categories, what new products, where the money is moving towards - which is, obviously, PPE and safety equipment.”

From the conversation it was clear that most of those taking part in the call were experiencing the same demand for certain products. Phil from Bluefish summed it up well, “Every

SNAPSHOT

‘phone call we get involves the three key questions; do you sell anti-bac, face masks and soaps?”

Superstat’s Alex Dunn agreed that those who are selling

INDUSTRY

Jackqui made the important point that communications need to be sensitive at this time. “Communication is key and, whilst there are opportunities out there, you don’t want

these products are the ones who are succeeding. “We have

to be seen to be exploiting it, but do it in a caring way. So

some dealers who are struggling, depending on their mix

rather than the hard sell, it’s about how you communicate with

of customers, but we also have some who are really flying -

customers in a different way now.”

particularly ones that are big into hygiene and PPE.” However, this demand for PPE and hygiene products has

DIVERSIFY, DIVERSIFY, DIVERSIFY

led to supply chain issues, as Helen Wade of VOW explained.

It has always been the case that those who are quickest to

“We, initially, struggled with stock issues around PPE towards

adapt to the ever-changing working landscape have been

the beginning of the crisis but I’m pleased to say a lot of the

the most successful - but now, it is more important than ever.

stocking lines we were struggling with then are now coming

The group agreed that those who have been experiencing

back into stock.”

the highest volume of sales are the ones who have reacted to the situation and modified accordingly the quickest. “It’s

COMMUNICATION IS KEY

amazing how positive the dealers are at the moment,” said

One of the recurring themes of the call was how important

Alex from Superstat. “It’s been quite overwhelming how

communication is during this period of confusion. It isn’t

positive, supportive and innovative dealers are becoming,

just the products you sell that will impact sales, but also

getting back to their entrepreneurial spirit, finding product

how you communicate to your customer. Simon Wallis, from

that people want and selling it.”

InControl Marketing, explained how they are ensuring good

Gordon Moore of DAMS explained how they are re-

communication is achieved. “Our mantra is, ‘Stay visible,

envisioning the office - and how they are adapting their

don’t disappear, keep communicating, take deliberate

product range as a result. “We’re now looking at screen

action!. We’re trialling and testing a new reseller survey

solutions and how the office environment is going to look

because the message at the moment isn’t about selling

coming out of this. We are, maybe, looking at a call centre

product; it is about communicating and keeping the dialogue

environment, which includes having banks of six-to-eight

going. So, the question is, ‘How we can help resellers

people etc. There’s going to be change, for sure but, for now,

communicate with their customer and learn about how they

we are just taking every day as it comes.”

can help and how they can adapt?’”

Both Paddy from Evolution and Ben Jarvis from ECI really pushed the fact that the dealers who diversify will be the ones to succeed. Paddy offered some advice. “Think ‘outside the box’, deliver things which are timely, that you wouldn’t deliver under normal circumstances, but which meet the moment we find ourselves in.” Ben echoed this sentiment.“We are really

It’s amazing how positive the dealers are at the moment

trying to push diversifying the product ranges to customers as, from what we’ve seen, the people with the most diverse range of products are doing better on their websites.”

The whole conversation concerning how COVID-19 is going to continue to impact the industry, and how dealers can thrive in this new environment, is best summed up by Mr Bilton himself. “The guys who are being creative, are the guys who are going to come out of this strongest.”

www.dealersupport.co.uk JUNE 2020 [13]

INDUSTRY

OFFICE CLEANING

How c l e a n is your offic e?

As p eopl e be after gin r a pe etur n r iod o ing t the o f loc ngoi kdow o work ng C m o re n du OVID impo e to 1 9 r tant pand a re k than eepi emic ng y , it’s our w ever tha t orkp you lace clean

M

aintaining a healthy workforce is key for

cleaning products and a lot of empty supermarket shelves.

employers across the UK at all times

Now, as we are adjusting to a ‘new normal’, anti-bacterial

but, during a pandemic, it is absolutely

hand gel is the new handbag essential.

imperative. Since the beginning of the

From colds and flu spread by coughs and sneezes, to

year we have heard the mantra ‘wash

cases of norovirus - an extremely infectious stomach bug -

your hands and clean your surfaces’

businesses would usually prepare for an increase in ailments

repeated by government officials and scientists around the

during the colder seasons; but now businesses are facing

world. In the beginning this led to the mass panic-buying of

a more infectious virus, one which has caused a global

[14] JUNE 2020

www.dealersupport.co.uk

OFFICE CLEANING

INDUSTRY

lockdown. Previously, employees on sick leave may have

prompt employees to wash their hands regularly, and for at

been off for one or two days, but now they will be off for an

least 20 seconds each time.

extended period of time.

“For small business owners, having just one employee off

Kitchen rules

work due to illness can have a big impact on the day-to-day

If food is not stored correctly, or someone who is ill has

running of the business. Teams are at their most productive

touched a product, foods can become contaminated and

when everybody is healthy, happy and able to fulfil their

cause food poisoning or illness. You should encourage

roles,” explains Mike Davis, head of SME direct acquisition

employees to hygienically clean surfaces immediately after

at AXA PPP healthcare.

use, and clear crumbs and left over food, to keep germs at

Keeping your workplace clean is one way to reduce

bay. Foot-operated bins are also better for hygiene because

absenteeism, as viruses can spread quickly. A study by the

they reduce the risk of hands picking up germs when they

University of Arizona in an 80-person office building found

touch the bin lid. Encouraging staff to bring in their own mugs

that one infected employee had left droplets of a (non-

and cutlery can also reduce the amount of sharing of utensils,

harmful) virus on more than half of the commonly touched

which helps limit the chances for the virus to spread.

surfaces in the office within four hours. In addition, half of the employees in the office with him had also become infected

Banish dirty desks

with at least one virus.

A recent study by GCC Facilities Management (GCCFM)

So, how can you ensure you are keeping your office as virus-free as possible?

revealed that 11% of office desks are never cleaned. A desk carries an average of 10 million germs over its surface, which is 400 times more than the average toilet seat. The same

TIPS TO KEEP YOUR OFFICE HEALTHY

study from GCCFM also showed that 36% of our computer mice have never seen any kind of cleaning product. We touch

Encourage sick leave

our computer mice hundreds of times a day but, with over

Employers should reiterate to their staff the importance

1,600 germs per square inch, it may be time to start changing

of self-isolating and not coming into work if they begin to

our cleaning habits.

develop symptoms of coronavirus. Creating a culture where

“The findings show that desk cleanliness is easily

presenteeism isn’t rewarded, but actively discouraged, is

neglected, despite the health risks that it carries and the

fundamental in keeping illness out of the office. Encouraging

knock-on effects it could have for businesses in terms of

staff to take time off to recuperate when unwell is key to

sickness, reduced capacity, and absences, explains Claire

maintaining a healthy workforce. AXA PPP healthcare research

Maclean, managing director of GCC Facilities Management.

recently found that nearly a third (32%) of bosses say they’d

“More needs to be done to, firstly, raise awareness of the

prefer employees to take time off sick rather than come

health risks that dirtier working surfaces can have amongst

to work ill. “Employers are encouraged to support their

office workers and, secondly, businesses should take more

workers’ mental and physical health. Offering positive steps to

action to ensure that their staff are working in a clean and

promote wellbeing now will help support resilience in future,”

healthy environment,”

says the medical director of AXA PPP healthcare’s health services, Dr Yousef Habbab.

Making sure cleaning products are readily available for use around the office, as well as anti-bacterial gel, is vital.

It may be a good idea to implement dedicated cleaning

Visual reminders

times during the day to ensure everyone is cleaning their

Worryingly, before COVID-19, over a quarter (27%) of UK

areas regularly enough; this way everyone is accountable for

employees admitted to not washing their hands every time

keeping their desk and devices disinfected.

they visited the washroom, increasing the chance of germs

It is now more important than ever that you are keeping

and bacteria spreading across the workforce; now we are

yourself and your staff safe and well - and the best way to do

being encouraged to wash our hands every half an hour.

this is by implementing stringent hygiene practices in your

Using reminders, such as posters, which are clearly displayed

workplace. Following these tips should ensure you limit the

around the office, and especially in toilets, should help to

risk of the virus spreading in your office.

www.dealersupport.co.uk JUNE 2020 [15]

INDUSTRY

SPONSORED

Become a trusted advisor; help your customers adapt to the new working landscape

T

he working landscape has changed

made redundant, has the right to request every piece of

drastically – and that’s not going to

information an employer holds on them – something that’s

stop as soon as we all return to our

impossible to do outside of the office unless all of that

workplaces. Working in the office is

information is accessible digitally.

expected to be phased back in over the next few months, if all goes to plan, but

Even the minority of businesses which have found that working from home hasn’t actually gone as well as hoped

the business world has been altered for good. Office staff are

will need to improve their flexible working offerings, which

now questioning why they had to spend all of their working

includes their IT infrastructure requirements as well how

time in the office when their job could be performed remotely.

their staff access information to enable them to perform

Study after study has shown that workers who are able

their job roles efficiently. The worry of a repeat of the current

to take advantage of flexible working protocols at work are

situation will be enough for companies to escalate their digital

more productive and happier, and working solely from home

transformation journey and, thereby, retain staff who feel

over the last few months has allowed them to save time and

productive, empowered and happier whilst enabling business

money. While some businesses already had flexible working

continuity and competitiveness.

policies in place, that’s not the case for the majority. Multiple

The fact is that most 9-5 businesses won’t go back to

surveys have highlighted employers’ concern that, if they’re

the same traditional format they previously followed; if the

not being monitored in person, their staff won’t get their

information they hold remains paper-based, they can’t create

jobs done; they’ve been proven wrong, and enough time has

proper flexible working from home policies - and will lose

passed for them to now see the efficiency benefits - as well as

staff who want to work for a more progressive business. The

the cost-saving aspects - of not having to pay for the energy

jobs where digitalisation is particularly important include HR,

their staff consume.

accounts payable, contract management, approval processes and the digital mailroom.

THE ROLE OF SCANNING Anybody whose job can be performed using a computer should be able to work from home – from the employer’s perspective, this means ensuring they have access to all the

Many businesses don’t have a

information they need to make flexible working a success.

process in place for the post that’s

This is where scanning comes in; the scanning of paper-based

currently hitting the floors of offices

data ensures that all of a business’s information is digitally processed, archived and kept secure and, most importantly,

and not reaching the people it

guarantees that staff are able to access the data they need

needs to; scanning allows post to

from wherever they’re working.

be scanned, captured, validated

But it’s not just for the benefit of working staff – even businesses that have had to cut or furlough their teams need to digitise their files. Under the General Data Protection Regulation (GDPR) anybody who has been furloughed, or

[16] JUNE 2020

www.dealersupport.co.uk

and assigned to the correct person without the need for a PC.

SPONSORED

INDUSTRY

W W W. S C A N S N A P I T. C O M SCANNING USES FOR HR

SCANNING USES FOR ACCOUNTS PAYABLE

• Processing of electronic forms

• Processing of bank statements and receipts

• Processing of timesheets

• Purchase orders

• Employee records

• Tax records

• Performance reviews

• Audit trails

These are also the areas that are most

important elements, one which ensures

likely to have made some headway

the evolution of other areas.

on digitalisation already, but many businesses need a push. They have,

Some verticals have been changed for

and will, struggle to operate if their

good, in huge ways; for example, the

paper-based files are stored solely in

legal sector could see a major change,

the office, not in digital file form, as

with court cases carried out virtually,

these include the most sensitive and

so scanning from the bottom-up is

finance-based information. For example,

required. People using accountants and

in accounts payable, if cash flow can’t

solicitors have become used to dealing

be automated it becomes difficult to

with businesses solely online, and want

invoice quickly and, in turn, harder

to submit their information digitally,

to chase for prompt payment. They

and communication with car dealerships

don’t have cash, so they’re slower to

is becoming totally hands-off, with

pay their suppliers or clients, and their

physical interaction dropped to almost

reputation is damaged. Digitalisation

nothing. Post won’t be an option, as

of data is a major part of the general

customers still demand a fast service

escalation of digital transformation in

– so scanning has to be at the heart of

the workplace, and is one of the most

that communication.

SCANNING USES FOR SMES

The pressure for businesses to change the way they operate, and

• Digitalisation of hiring processes

update all of their systems and processes, is huge, and this is

• Employee record storage

where dealers can step in and take the reins. The working world is

• Insurance documents

becoming paper-lite; paper is expensive and an obstacle to GDPR

• Health and safety information

compliance – and scanning boosts productivity and collaboration,

• Contract management

saves time and money, ensures disaster recovery and it’s green!

• Performance reviews • Job applications

It’s time to let your customers know how much they’re missing out on by not making scanning a priority.

For more information on the ScanSnap range of scanners to aid paper to digital processes visit www.ScanSnapit.com

www.dealersupport.co.uk JUNE 2020 [17]

MANAGEMENT

D I G I TA L D I S R U P T I O N

Digital disruption and its impact on the OP industry Michelle Aston, marketing manager at Aston and James, explores the impact of digital disruption on our industry – and how dealers can make the most of it THE CHALLENGE

same time, raising our expectations. Digital

What digital disruption is starts with you.

technology is shaping the way businesses

Although the term ‘disruption’ has negative

operate, enabling new ‘hyper disruptive’

connotations, in reality, it is only negative for

business models, such as the subscription

those who choose to dismiss it in the hope

model - eg. Netflix, Amazon Prime - and the

that it will go away and not have an impact.

eco-system model - eg. Google and Apple.

Kodak and Blockbuster video are good

Whether we like it or not, disruption

examples of this; they saw it coming but did

is real. As I see it, there are two key

not adapt their product offering to compete

points of impact on us as office products

with changes in digital technology.

dealers - power and expectations; power

For those who choose not to ignore it, it presents an opportunity to embrace new

of competitors and changing customer expectations

technology and review both internal and external processes. In a nutshell, quoting

HYPER COMPETITORS

the Gartner definition, digital disruption

The constant changes in digital technology

is, ‘an effect that changes the fundamental

make it necessary to know, not only who

expectations and behaviours in an industry

our competitors are, but also what our

that is caused by digital capabilities, channels

competitors are up to. How does their online

or assets’.

customer experience differ? What new

Disruption is the result of emerging

products are they offering, are they changing

digital technologies and business models

pricing strategies? What technology/

driven by intelligence, technology and

software are they using?

consumer expectations. Personalisation,

Competition in the office products

artificial intelligence and big data are shaping

industry is fierce and, with increasing

the way we, as consumers, buy while, at the

innovations in digital technology, power

[18] JUNE 2020

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D I G I TA L D I S R U P T I O N

MANAGEMENT

has shifted from dealer to consumer.

Consumers, along with a click of a mouse, are presented with the product they desire at varying prices - prices for we dealers to compete with. Google refers to this as ZMOT – the zero moment of truth - the moment in the buying process when a consumer researches a product before purchasing. Although not as straightforward with B2B, and the use of customer contracts, the consumer still has the ability to compare prices quickly and easily.

Digital disruption has enabled a new breed of competitors: hyper competitors (indirect competitors). We are now in an increasingly borderless, category-less market, with competitors from other business sectors trying to compete. Facing threat from indirect competitors is going to become an increasing challenge for dealers. The market is being determined by strength of brand, and the ability to grow and diversify in order to meet consumers changing needs. Once a company wins a consumer’s trust, it becomes easier for them to consolidate, and for the brand to accommodate their changing needs. At Aston and James, we have grown through related diversification into new products categories to be able to continually compete for ‘share of wallet’.

CUSTOMER EXPECTATIONS As a digital marketer, this is what

Competition in the office products industry is fierce, and power has shifted from dealer to consumer

fascinates me – how digital technology has changed not only how we buy, but the experience we want when we buy, and the challenge this gives organisations to continually improve in order to compete for brand loyalty. As a consumer with convenience high on my agenda, I continually strive to find excellent customer experience and, when I do find it, I am happy to spread the word.

I shopped online for the first time with Morrison’s recently; after easily navigating

www.dealersupport.co.uk JUNE 2020 [19]

MANAGEMENT

D I G I TA L D I S R U P T I O N

my way round the online store, and placing

manage change, whether as a result of lack of

my order, I received a text to again confirm

management buy-in or resources.

my time slot, the name of the delivery driver

Once acknowledged, accept and

and the van registration number. I then

embrace the opportunity to build trust and

even received a free gingerbread Morrison’s

provide customers with what they need,

delivery driver biscuit as a ‘thank you’ for

along with the experience they expect. An

placing my first order. I was one very happy

understanding of customers’ needs can

customer, looking forward to ordering again.

open up opportunities for growth, as well

I am not alone – consumers want to buy

as improving the online experience. This is

easily, quickly and conveniently, and even be

by no means a difficult task; customers can

rewarded for doing so.

be segmented, profiled and surveyed to find

Emerging digital technology has enabled

out what their pain points are in order to

significant improvements in customer

understand how you can help solve them.

data, which is used to enhance our buying

At Aston and James we have done this on

experience. Personalisation software is

several occasions with interesting results.

a good example where data is used to

It may sound obvious, but take yourself

capture our buying habits to personalise

on your customers’ journey, both on and

our experience by way of recommended

offline, from the moment they land on

products and offers.

your online store, to the moment the

We have the likes of Amazon to thank

products arrive on their desks. Where

for this. Love them or hate them, they are

are the ‘leaking buckets’? Which steps in

known for placing customer-centricity at

the process are causing pain, and which

their core. Although selling everything

steps create trust? Which parts of the

from A to Z, first and foremost they sell

journey can be optimised, both to improve

convenience and have the data and software

customer experience, and opportunities for

to do so successfully. We get used to the

conversion?

shopping experience such use of data

There are many options when it comes

provides and so expect it when shopping

to your online store, including banners

online, regardless of the brand.

and product reviews, and even speaking to your online store provider to find out about

THE OPPORTUNITY

new integrations. Customer experience

There is no easy way for companies to

also extends to post-sale engagement, with

fully embrace and prepare for its impact

the possibility of sending targeted product

– yet with the right tools, mindset and

recommendations and offers, as well as

knowledge, disruption presents an

blogs. A simple ‘How was it for you?’ email

opportunity to be transformational and

goes a long way to make the customer feel

not get left behind. There is much to be

valued.

said for the saying ‘You snooze, you lose’.

Even though, as dealers, we may

As dealers, we may not have access to AI,

not have the budget for big data and

personalisation and big data software like

personalisation, we do have access to useful

large retailers and Amazon do, but there are

data to address the age of disruption. Google

some changes that can help us compete for

Analytics, social media insights, internal

that all-important brand loyalty.

sales data and ‘voice of the customer’ data

First and foremost, acknowledge digital

by way of surveys and feedback can all help

disruption. A major barrier to addressing

improve our customers’ experience and

disruption is the inability to implement and

build trust.

[20] JUNE 2020

www.dealersupport.co.uk

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MANAGEMENT

S U M M E R H O L I D AY S

KEEPING KIDS ENTERTAINED THIS SUMMER

[22] JUNE 2020

www.dealersupport.co.uk

S U M M E R H O L I D AY S

MANAGEMENT

It can be hard to keep children entertained during the summer holidays - but this year it is likely to prove even harder than usual. With social distancing in place, and most children experiencing months without school already, trying to keep kids occupied this summer is set to be a challenge. So, how can you keep their idle hands busy?

F

rom crafting to

for children, including robots, animals and

journaling, there

characters. All the designs are exclusive to

are many products

Brother; they are organised into levels from

designed to keep

simple to difficult, so children can begin

children entertained.

with the ‘simple’ level and work their way

Inspired by the

up to ‘difficult’ as the summer goes on. This

organisation and planning method of the

will give them something to work towards

bullet journal, My Creative Journals, from

and focus on. Children can also be both

ExaClair, are one way to keep kids busy. Both

entertained and educated using Brother’s

practical and playful, they can be customised

learning activities which include educational

according to children’s personal tastes and

tools, flash cards, games, organisation tools

imagination. In a handy A5 size, perfect for

and worksheets.

children to carry around, the notebooks are

Eastpoint and Propeller have also joined

filled with 208 pages so they will keep little

forces to develop educational resources

hands occupied for a considerable time.

that can be used during the summer. Their

Each pre-printed month has its own colour

product portfolio includes worksheets,

theme with pages that feature a dot grid

whiteboard kits, picture cards, games and

design. The journals also come with a stencil

ebooks covering a variety of subjects, topics

and decal sticker set.

and abilities. The resources can either be

Lawrence Savage, marketing manager

bought as singles or in key stage bundles -

at ExaClair, explains why this range is so

which are free of charge to teachers to help

on-trend: “With more people spending time

them with their planning and home learning

at home, these creative journals engage with

schedules.

the current popularity of journaling, whilst the stencil and decal sticker sets add an extra

KEEP CHAOS AT BAY

fun element to getting organised. They are

With a lot of crafting going on, and

available in three designs; sweety, mystery

various worksheets floating around, fun

and fruity.”

has the potential to turn to chaos very

Brother’s ‘creative center’ is designed

quickly. Therefore, it is also a good idea

exactly for the purpose of making it easy to

to create an area where children can store

find creative ways to keep busy. It features

all their bits and pieces. Creating a craft

many products and solutions which are ideal

box which stores all their stationery will

for keeping children entertained during

stop it being distributed all over the house.

the summer holidays. Their paper craft

To keep the finished art projects from

range includes a range of designs perfect

taking over, 3M recommended creating a

www.dealersupport.co.uk JUNE 2020 [23]

MANAGEMENT

S U M M E R H O L I D AY S

kids’ artwork gallery on a door or wall to

back to school during this time. 3M have

your water bottle for after-school sports’. A

display their work.

developed a guide which features creative

simple solution is using a clock worksheet

ways to make the back to school preparation

next to an existing clock in your home. This

also be used in a multitude of ways. Make

a collaborative and fun process. One of the

provides a visual guide so it can help kids

reading books much more interesting for

ideas include creating a mobile station to

rely less on verbal reminders. Apply the

children by creating funny bookmarks with

store homework, books and materials for

clock worksheet to your everyday routines

them. Use post-it. notes to make the torso.

school projects; a small cart with wheels

- and you may want to make more clock

Use different coloured sticky notes to make

works well - or even a small box that’s easy

drawings for sports or clubs. You can even

the paws, ears and other parts.

to carry. Stock it full of supplies like tape,

create clock drawings on the fly for days with

Something as simple as post-it notes can

markers, notecards, calculator and scissors.

big events or multiple stops. The drawings

teach children about scale. Draw a life-size

Post-it. Notes can also be used to to

Kids can move the station from room to

can help kids feel more capable and parents

stick figure as big as the child on a Post-it.

room, but designate an area - such as the

feel more at ease, leading to smoother

Flipchart. Ask the child to choose different

kitchen, or your office - to be home base.

mornings and weekends and a successful

objects from his/her surroundings and draw

Each night it’s your little one’s job to return

transition to your family’s back-to-school

them on Post-it. Notes. The child should

the station to home base and make sure

routine.

then stick the notes onto the flipchart in

everything they need the next day for school

the correct position in relation to the stick

and activities is there.

figure. After the child has placed all the notes, discuss their positioning together.

No matter the age or ability of your

Although the usual days out to activity centres, or weeks away on holiday, may not be on the agenda this summer, there

children, getting them back into a routine

are many other ways to keep children

for back-to-school can be challenging,

entertained. Getting creative and using some

BACK TO SCHOOL

both in the morning and after school. Kids

of the products and solutions mentioned

As well as ways to keep children entertained

often need to be reminded to finish daily

here should ensure your little ones are kept

whilst they aren’t at school, it is also

tasks, like ‘Brush your teeth, get dressed,

busy and productive during their time off

important to get them prepared to go

pack your lunch and snack, and remember

this summer!

[24] JUNE 2020

www.dealersupport.co.uk

Keep organised and productive wherever you are

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3/12/19 2:42 PM

MANAGEMENT

S U S TA I N A B I L I T Y

A greener mindset in a changing office environment Dr Liz Wilks, European director of sustainability at Asia Pulp and Paper (APP), discusses her background, why sustainability is so important to her, how the way we work has changed over the years, and how the ongoing battle of making the industry greener can be achieved

[26] JUNE 2020

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S U S TA I N A B I L I T Y

H

MANAGEMENT

ow many of us in

still thought, rightly so, that it had all the

the office products

mechanisms it needed in place, because

industry simply ‘fell

we were sourcing things from all over the

into’ this sector?

world; for example, Germany had the Blue

From the many

Angel label and Scandinavia was a pioneer

dealers, wholesalers

of well-managed natural forestry. The

and manufacturers I’ve spoken to, it’s a

role that sustainability and environmental

common story to become a member of the

awareness plays in purchasing behaviour has

OP community due to joining the family

been on the rise ever since, as consumers

business, getting involved with sales and

and companies are looking more for office

slowly moving into this sector, drifting

products with environmental credentials and

into it via a loosely-related market, or even

this was and is becoming the norm both in

taking business journalism experience to

terms of certifications as well as legality.

a very specific trade publication – there’s a

Liz also became involved with Forest

whole host of potential reasons why we’ve

Stewardship Council (FSC) and Programme

ended up in this industry together. Dr Liz

for the Endorsement of Forest Certification

Wilks, European Director of Sustainability

(PEFC), as her interest in what her company

at (APP), is no exception to this type

did evolved beyond the scope of the industry

of unplanned transition – although her

and went on to implement the first multi site

personal beliefs did happen to align with

chain of custody globally. “I’m interested in

those of her future employers.

the bigger picture,” she says. “What can we

For Liz, her OP journey began in 1999 as

change globally? How can the industry move

a packaging manager at Wiggins Teape (now

forward? At 32, I was a global sustainability

Antalis) – but that wasn’t her background.

director at Antalis, but I felt like I needed to

“My background is in European business

renew my purpose and have more impact –

with French, and my Masters was in strategic

so I went to APP to share the knowledge I

marketing. I was doing direct marketing

had then as well as learn more.”

part-time through an agency, while working on my masters, and I thought I’d like to start working for a company.”

Liz looked after the packaging portfolio and developed a passion for it, getting heavily involved in the Institute

There’s no finish line – we just have to keep going

of Packaging. She joined the advisory committee to develop a code of practice for food packaging hygiene, which led to her

TAKING EXPERIENCE TO ASIA

to work on a PhD on this topic. From here,

APP is based in Indonesia, and Liz quickly

Liz became increasingly involved with the

discovered that, while there were global

inner workings of the supply chain, standard

paper standards that APP had already

setting, sustainability and the environment

applied to its business, there was still a lot of

at large – and her passion for these subjects

criticism across the globe. APP needed to go

only grew.

beyond what was the global norm.

By the time she became involved in

APP operates in countries where stable

CSR management and implementation,

economic growth is still in progress, and

sustainability was not yet at the forefront

70% of the people living in Indonesia live off

of peoples’ minds. “The paper industry

the land, giving them – and Liz – a different

www.dealersupport.co.uk JUNE 2020 [27]

MANAGEMENT

S U S TA I N A B I L I T Y

perspective. Liz has worked tirelessly to

chain. It’s important to ask your suppliers

high tech office after the 2008 recession.

change the view of south-east Asia as a

what they’re doing - what they’re working

From her recent trip to Paperworld she

major green player ever since, and made

towards - as this will impact your own path;

recalls the depiction of the future office

sure that the sustainability message is at the

then bring them along with you on your

with hot desking, moveable desks, kitchen

heart of APP. For example, in 2015, APP

journey as it also affects peoples livelihoods”.

spaces, ergonomic spaces and a much

implemented its Forest Conservation Policy

greener, flourishing overall layout in an

which included their commitment to 100%

attempt to boost our creativity, efficiency and

zero deforestation as well as sustainable livelihoods securing over 17,000 households.

So, given the breadth of what she has experienced in this sector, what does she consider a ‘responsible’ business to be? “It’s many things,” she says. “It’s not just about the materials themselves, but the source of the materials, and their circularity. So, if you’re working in print, it would be about the ink and the laminates, not just the paper. For a

It’s important to ask your suppliers what they’re doing, and what they’re working towards, as this will impact your own path

dealer, it’s about the product you’re buying,

productivity.

Owing to recent events, the future of the office has changed again and we have come to understand that the office can be wherever our laptops are. This does not mean that the actual office itself is dead because we all need social interaction of some kind. However, the time we spend commuting to and from the office and the hours we spend in the actual workplace may change again. The responsible office is now as much the office

with the product the credentials of the

we may commute to as the office we take

manufacturer and supplier, the framework

THE RESPONSIBLE OFFICE

home with our laptops that includes zoom

for it and the product itself as well as how

Our perception of the role of the office

meetings, mindfulness and other ways of

the product will be delivered.

as is our role within it, are changing. Liz

support a company offers its employees.

“Responsible sourcing isn’t just saying,

has experienced the gradual change from

Although technology allows us the

‘We want that, and that’s it’ – it’s also about

uninspiring and packed office at the

flexibility to work anywhere and be

collaborating with the rest of the supply

beginning of her career to a more open plan,

available 24/7, its detrimental impact on our

[28] JUNE 2020

www.dealersupport.co.uk

S U S TA I N A B I L I T Y

MANAGEMENT

productivity and digital wellbeing is often

time teleworking from home is possible or

we are continuing to explore ways to meet

overlooked by businesses. Screen fatigue,

not.. Liz notes that technology has changed

the consumer demand for sustainable cups

computer vision syndrome, distraction from

the shape and form of the consumables

- our Foopak range does just that, offering a

constant notification, always-on lifestyle

needed in the office and thinking about

product that is biodegradable.

and the lack of real manager-employee

cutting out paper-use in the workplace is

connection are often associated with the

just impossible. What is changing, however,

Office Sector to keep developing products

use of technology. Technology may have

is the importance consumers attach to the

to meet the consumer’s increasing

transformed our lives in many fantastic

sustainability element of paper products due

demand for products that are made in an

ways, but maintaining the balance between

to the current climate we find ourselves in.

environmentally sustainable way but also to

technology and traditional use of paper has clear advantages.

One thing we still observe is every

APP remains committed to the

enhance working life.

CHANGE IS COMING

While there are areas which Liz believes

Liz strongly believes that younger people

dealers should be involved in, if they aren’t

type of office is the continuous and

will make a major difference to the way

already – such as paper cups and plates that

even increasing need for physical paper

businesses embrace sustainability. Generally,

aren’t covered in laminates, and plants to

products. Important or long documents

they are more invested in the impact of

create biophilic workspaces – the culture

are still printed out, notebooks are still

being greener, and these are the people

change is more important. “In terms of our

used in meetings, and digitalisation has

who will lead the businesses of the not-so-

own strategy, of how we keep pushing and

made it possible to print on increasingly

distant future. This links into the fact that

going beyond, there’s no finish line – we just

niche, purposed and personalised paper.

there’s a serious business case for being

have to keep going,” she concludes. For the

In addition to this, it has been shown that

more sustainable. “People think it’s going

dealer, it is important that the changing office

writing by hand encourages creativity and

to cost money, and that there won’t be

environment is understood and that the

boosts retention of information. Paper

business benefits,” Liz says, “but, by its very

ways in which products can be ordered and

products still play a valuable role in our

nature, to be sustainable, you have to also be

delivered not only reflects this but also carries

working lives and the future office will still

economically viable. It’s a collaborative effort

the relevant environmental credentials in

require consumables, whether partial or full-

along the supply chain. For example, at APP,

order for it to be sustainable.

www.dealersupport.co.uk JUNE 2020 [29]

SALES SUCCESS

ONLINE SALES

The new normal for online sales At a time when diversification is key, some dealers are setting up secondary online retail websites to more effectively cater to home workers and new markets. What are the benefits of doing this and how can you make sure people know about it?

C

OVID-19 has

paths on which to formulate a new strategy

everybody who can

for this landscape. Certainly, now, more

orders have, for some time, been drop-ship,”

work from home doing

than ever, it’s time for dealers to focus on

says John. “The dramatic shift to working

just that, meaning

their online offering; a multi-channel online

from home is set to continue, which is

that most offices are

approach is key, and safeguards relevance.”

even more reason for dealers to re-evaluate

closed and the needs

their online platforms. This could simply

of dealers’ customers have changed. That’s not to say that dealers aren’t needed – on the contrary, there are myriad opportunities for them to adapt to this situation, and thrive.

The most important thing that dealers can do, right now, is ensure they have a captivating online presence to drive all sales in that direction. Then, to broaden their

“For us, the vast majority of dealer

be a secondary website for a different

A multi-channel online approach is key, and safeguards relevance

appeal, what some dealers are doing right

function, either with the same portfolio or one featuring specialist categories. An effective selling website focuses on customer engagement, content and agility, with easy-to-read menus, searchability and quick purchasing.”

It’s a good time to ask around the industry about what your peers are doing; for example,

now is setting up an online retail website

JGBM recently launched 20/20 Lite, allowing

rather than relying on their existing ordering

DEALERS DO IT DIFFERENTLY

the dealer to become ultra-competitive in

platform. We spoke last month about the

The challenge is, while many dealer websites

the office machines sector using a webshop,

product areas that individual home workers

are designed for B2B procurement – and

for which they pay a monthly fee. Some

are looking for – this is your opportunity to

they’re fantastic at it – they may not be

dealers are already driving the change,

become their go-to buying option.

as adept at retail selling. Giants such as

particularly those who’ve been trading online

Amazon have cornered this market but,

for a long time. “Having a long-established

COVID-19 it will, nevertheless, accelerate

“Despite the economic negatives of

as has always been the case, a local service

online presence as a web trader has enabled

changes that were necessary and overdue,”

and a personal relationship trumps what

Accolade to quickly adapt during a time of

says John George, MD of JGBM. “It’s

Amazon has to offer, which is limited to ease

massive disruption,” says Ron Arnott, MD

important to note that, out of every recession

of use. Dealers who can provide this same

of the business. “We added many COVID-

there’s ever been, significant opportunities

ease, plus a strong dealer-customer bond,

19-specific products to our web store;

result. For resellers, there are some clear

will win out.

items which, before, had been the preserve

[30] JUNE 2020

www.dealersupport.co.uk

ONLINE SALES

SALES SUCCESS

of medical and food processing facilities

For dealers aiming to create a new normal

taste of it. We’ve reported before on the

suddenly became mainstream office supplies.”

for themselves through an additional or

fact that most employers’ excuse for not

adapted service the key will be in marketing

implementing flexible working policies

merely accelerated plans that were already in

this well. Keep in regular contact with

sooner is a lack of trust in their staff, but

place to cope with Brexit. A large warehouse

customers, ask them what their staff need

research has shown, time and again, that

allows the business to buy in bulk from

while working from home and let them

most staff are more productive when they’re

various sources and it’s able to use its own

know that you have the solution. Use social

able to work from home.

vans to deliver cheaply within the local

media to highlight the fact that new ways of

area. The business is currently planning to

working require new business models, and

become commonplace, meaning that

adapt even further by boosting its appeal,

shout about what you’re doing.

workers will continue to require access to the

For Accolade, the current situation has

potentially offering free local delivery of

John’s recommendation that dealers

So, the future will see flexible working

tools they need when at home. Those dealers

products ordered online. “Google Shopping

should open up a retail stream isn’t

with an additional business stream in place

can be set up to advertise in a very restricted

necessarily something dealers will have

to cater to these people will be well ahead of

area at minimal cost, and our massive

considered before. You may feel that

the curve.

product database sub-divides easily into just

it’s a temporary solution and, therefore,

those items of interest to local distributors.

not something you have to worry about.

I’ve spent two decades learning web trading,

However, it would be naïve to assume that

since its inception, and such web stores

the way we work will go back to how it

would be very quick to establish, typically

once was; employers will find it extremely

costing less than 10% of other platforms.”

difficult not to offer working from home policies, now that their staff have had a

SHOUTING ABOUT IT Most on-the-ball dealers have undoubtedly added new product lines to their services, having watched business’s needs change - but do your customers know about them? Are they aware that you’re still there for them?

www.dealersupport.co.uk JUNE 2020 [31]

SALES SUCCESS

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

Bringing hope, peace and unity to the good brethren of the business supplies community

P

art of our company

Ken still maintains that copiers lost their

impersonator. He’s been playing in the local

sells printers and

reliability when they took away the handle at

bars for years and he regularly shouts out

copiers or, as they

the side which you had to turn round for a

company promotions during songs; “Lever

are known now,

copy and, when it comes to networking the

arch files, buy two get one free’ in the middle

‘multi-function

devices into a customer’s office, he just downs

of Love me Tender or ‘All our rulers are

devices’. They’re mad,

tools and calls one of the younger guys.

shatterproof ” during Jailhouse Rock. I don’t

convoluted machines which are far removed

Last week we had a call from a customer

think we’ve ever got any business because of

from the original photocopiers I remember;

saying that Ken had got down to fix a paper

it, but it’s Ken’s sort of social media, and he’ll

they scan, fax, text, change the TV channel

tray and had been lying there ever since -

continue to do it whether we try to educate

and make a cappuccino.

four hours of the customer getting no work

him or not.

They are great devices to have in any office

done in the office because the staff were

It’s amazing how personalities can secure

but we have an old engineer called Ken who

running around getting tea for Ken and

customer business. Most customers will stay

has been fixing machines for 50 years - 50 years

rubbing Vicks into his lower back.

loyal to us as long as we are loyal to them

of new ideas which have left Ken behind; every

We realise we have a problem, but the

and they at least know someone in the office.

time there is a new innovation in the field, Ken

customers love him and he’s famous in the

During these difficult times it’s important to

and his hairstyle get left behind even more.

area because he is also a part time Elvis

keep in touch with them somehow anyway.

JOKE OF THE MONTH Once upon a time there was a restaurant with a sign in the window which said: “Sandwiches, all types. If we can’t make your sandwich we will give you £100.00” An office products salesperson happened to be visiting the town and went into the restaurant to check out this claim.

“I bet you can’t make me an elephant’s ear sandwich, “ he says “Let me check,” says the waiter, and he soon comes back with the manager of the restaurant “Are you the guy who asked for the elephant’s ear sandwich?” says the manager “Yes I am. Can you make one?” says the office products salesperson “No,” the manager says, “we can’t make you an elephant’s ear sandwich today - but we stand by our sign, here is your £100.00.”

“Thanks,” says the office products salesperson. “I knew you wouldn’t have any elephant’s ears.”

“No sir,” says the manager, “we’ve got the ears ok, we’ve just run out of them big buns we serve them in.”

[32] JUNE 2020 www.dealersupport.co.uk

FINAL WORD

SALES SUCCESS

How are your marketing foundations doing?

Resellers are naturally anxious to remain in contact with their customers - and are finding it challenging to communicate information on products and service during the crisis.

T

he mediums, the

urgency about the quality and importance

audience and the

of these foundations. Product and customer

messaging are

data, segmentation and personalisation

changing; there’s been

will all surface as business critical. Resellers

a seismic shift in

will need to harvest individual customer

the way resellers do

employees’ data with contact consent, as this

business with clients and, as we adjust, we

digital devolution empowers a new swathe

are naturally now asking ourselves if some of

of, previously unknown and anonymous,

this change will stick.

buyers whose natural instinct will be to ‘go

Displaced employers and employees have embraced technology to facilitate

online’ – possibly to the usual suspects.

Simon Wallis Director, InControl Marketing

High quality, relevant, engaging, timely

remote working as the ‘fight and survive’

content has never been more important as

service proposition diversifies. Email, like

instinct kicked in. This shift towards

the reseller competes against global brands

all marketing done well, is a great leveller.

digital communication has revealed the

for consumer eyeballs in the individual’s

It outstrips every other marketing channel

benefits that remote working, combined

inbox. We’ll need to go beyond traditional

with an ROI of £36 for every £1 spent* and

with technology, can have on productivity,

price-based promotions – offering, instead,

has the highest conversion-rate-to-purchase

efficiency, wellbeing and the environment.

a richer mix of education, awareness,

versus all other marketing channels.

This catalyst in the evolution of how we

entertainment and inspiration that nurtures

Many resellers do not have dedicated

work poses both threats and opportunities

two-way relationships, facilitates discussion

marketing resources to build great digital

for the future.

and builds rapport.

content – and this presents opportunity for

Resellers, who manage the precious

The marketing mix and commercial

collaboration and creative thinking in our

final-mile relationship with the consumer,

proposition has to evolve in order to reach this

industry. Resellers will be drawn towards high

will need to adapt and embrace this

changing audience as there’s a shift towards

quality, simplistic, relevant solutions, as well

Darwinian shift towards a digital relationship.

omnichannel marketing where a consumer

as simple-to-use software and services and

Combining this with their many and natural

will expect a consistent, seamless, integrated

ready-to-go, pre-personalised content. There

strengths - such as being local, and providing

experience conducted across several

will be an increase in demand for managed

a personal service built on relationships,

marketing channels.

services (where content is both created for,

loyalty, trust, honesty and integrity - will be a potent combination.

Email will need to be an integral part

and delivered on behalf of, resellers).

of the marketing mix. Email provides a

Manufacturers, where much of the

very efficient way to stay front-of-mind,

content will originate, will and can demand

the salesforce of both the manufacturer and

reach the individual, and target displaced

much greater transparency and measurability

the wholesaler, it’s in our collective interest for

decision-makers with relevant content

in a digital marketing ecosystem, which will

them to remain relevant and visible.

and measurable results. The importance of

complete the virtuous circle, enabling our

proactively communicating has never been

community to verify what works – and to do

more important as the reseller’s product and

more of it..

In a supply channel where the reseller is

The foundations of good marketing don’t change, but there’s now a sense of

www.dealersupport.co.uk JUNE 2020 [33]

inspirin g succ ess

inspirin g succ ess

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FEBRUARY

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Sustainable, straightforward, long-lasting products Sustainable, trusted bystraightforward, Sustainable, long-lasting straightforward, products trusted long-lasting by products trusted by customers at home and in the workplace for over customers 100 years; at home and in thecustomers workplace at home for over and 100 in the years; workplace for over 100 years; name, every way.BOX A ®household is better name, in every way. A household name, BANKERS BOX ® is better in every way. A household BANKERS BOX ® is better in BANKERS and a family business since 1917, built on enduring andvalues a family andbusiness since 1917, and abuilt family on enduring business since values1917, and built on enduring values and

Issue 296

TRANSFORMING THE CHANNEL

MING

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DRIVING CHANGE Inside the newly-launched Go2

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advanced by engagingwith advancedIT PREDICTIONS techniques. manufactured Backed with2020 advanced by engaging techniques. Backed by engaging 2020 VISION manufactured with 2020 VISIONtechniques. Backedmanufactured FOR IT PREDICTIONS FOR 2020 marketing, effectiveand customer supportomni-channel and a rangemarketing, effective omni-channel customer support marketing, and aeffective range customer support and a range New products omni-channel and New products What to expect for the What to expect for the categories categoriesmanagement simple.intended ahead year ahead intended to make category They’re much to make category year management intended tosimple. make They’re categorymuch management simple.

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February 2020 February Issue 2020 296

ISSUE 296

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MADE MADE FOR FOR

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294

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MADE FOR

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Issue 296

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February 2020

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Issue 295

DEALER

January 2020

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Decemebr 2019 Decemebr Issue 2019294 Issue 294

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R 2019

ORT DECE MBE

DEALER SUPPORT DECEMBER 2019

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Decemebr 2019

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