Workplace360 Issue 7. Oct Nov 2023 by OPI

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business supplies and beyond ISSUE 7 - OCTOBER/NOVEMBER 2023

business supplies and beyond

EDITOR’S NOTE

MIXED FEELINGS

nce again this year, I’m writing this column after putting together a tribute page (page 7) for another great guy who sadly is no longer with us. Ken Trenberth was a beloved figure by those fortunate enough to have known him. The heartfelt sentiments expressed by industry members stand as a testament to the impact he made. On behalf of the entire Workplace360 team, we extend our deepest condolences to Ken’s family, friends and colleagues. He will be sorely missed. In moments like these, I’m reminded of the close-knit community our industry has formed, a legacy that continues with each passing generation. Having worked on various magazines covering different sectors, I can honestly say that

In moments like these, I’m reminded of the close-knit community our industry has formed

Workplace360’s CEO Steve Hilleard (left) chatting with Simon Allan-Brooks (right) for this issue’s In conversation with... (page 18)

the world of workplace supplies is filled with the nicest bunch of people. But it’s not just about everyone being lovely. While I’m often jokingly asked if “I write about pencil cases”, I know the ingenuity of dealers to sniff out new sales avenues – D3 Office Group is a prime example (read Yorkshire grit on page 10). I also know behind the scenes, there are dedicated vendors, dealer groups and service providers working tirelessly to assist dealers in diversifying and innovating to secure sales. This issue is brimming with ideas and strategies to accomplish just that. For instance, on page 44, Empowering Business Insights provides valuable advice and solutions from technology software providers to help stay ahead of the curve. Staying within the tech realm, ECI’s Paddy Donnelly sheds light on the integration of Horizon and EvolutionX (read Maximising efficiency on page 16). Meanwhile, Steve Harrop delves into the potential of AI for dealers in Today is yesterday’s tomorrow on page 36. I’d like to close this on an uplifting note. Going back to my earlier comment about the warmth within our community, I’m looking forward to attending the BOSS Awards and seeing lots of friendly faces. Alongside the Workplace360 team, I am thrilled to say we’ve made the shortlist in two categories (the complete list is on page 28). To say we’re excited would be an understatement. However, in the interests of true sportsmanship, I’d like to wish everyone good luck. Michelle Sturman, Editor

business supplies and beyond

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Finance & Operations Kelly Hilleard

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WORKPLACE360 - OCTOBER/NOVEMBER 2023

CONTENTS

OCTOBER/NOVEMBER 2023 03 Editor’s note 06 News 10 Dealer spotlight Melding innovation with tradition, D3 Office Group is ahead of the curve 14 IMO TD SYNNEX’s Janis Kemers explains how MPS can become a smart platform 16 Advertorial: ECI Software Solutions Paddy Donnelly outlines the dealer benefits following the recent integration of ECI’s Horizon and EvolutionX 24 Event The Office Power Dealer Growth Summit reveals strategies for development

28 Event Preview of the upcoming LOTF conference and BOSS Awards, including the all-important shortlist 34 Talking point A look at the implications of the government’s recent net zero announcements 36 Thought leadership Nectere’s Steve Harrop examines the potential of AI for dealers 38 Event Plenty of food for thought from the latest BOSS Members’ Day 54 Exposed! Kelly Hilleard from BOSS Business Supplies Charity and Workplace360

26 Advertorial: ACCO Brands The Ergo range from Leitz is specifically designed to promote wellness for homeworkers

Keeley Shepherd discusses how to cultivate a high-performance team

Technology software providers offer great advice and the best solutions to help keep dealers at the forefront of innovation

In conversation with... Viking UK & Ireland Managing Director Simon Allan-Brooks

WORKPLACE360 - OCTOBER/NOVEMBER 2023

is key to ongoing success 30 Diversification in the printing category

40 may finally be on more stable ground

After a turbulent time, the paper sector

NEWS

Lyreco UK reports 2022 results The 2022 results of Lyreco UK – recently filed at Companies House – show strong double-digit top-line growth In the 12 months to 31 December 2022, Lyreco UK generated revenue of £279.1 million, almost 20% higher than in 2021, as it noted a slow recovery in the economy from the impact of COVID-19. Unsurprisingly, Lyreco UK pointed to global inflationary pressures in 2022 that impacted its operating result. A lower gross margin, combined with higher distribution and administrative costs contributed to operating profit declining by 22.6% to £5.1 million. In his strategic report, Managing Director Mike Milward said the pre-tax profit margin of 1.82% of sales was “an acceptable return during another challenging economic year”. He added: “During the year, the company continued its ongoing investment in its corporate accounts SMB divisions as well as actively pursuing a number of new revenue streams and additional routes to market. These included the extension of our Nespresso B2B coffee proposition in England and Wales.” In a statement to Workplace360, Milward provided some additional colour to the results. “2022 for Lyreco UK was very much about continuing the rebuild following the COVID period,” he said. “Sales were boosted by the seemingly never-ending rounds of price inflation, both on our product purchases and on our operating expenses.” Price inflation contributed about 12% to Lyreco UK’s year-on-year sales growth, and Milward said it had been

an “ongoing challenge” for sales teams to “keep having those difficult conversations with customers”. In terms of categories, general office products grew by 19% and the Nespresso Professional business doubled in size versus 2021. Regarding the supply chain, the Lyreco UK Managing Director noted it had settled back down to “normal levels” following a period of delays and disruptions. This, in turn, led to improvements in backorder rates and stockholding despite the reseller handling an additional 8% in volumes in the year. Distribution costs were pushed up due to fuel price hikes for its own fleet as well as increases in third-party carrier and long-distance haulage costs. Looking at the current year, Milward stated: “2023 to date has been all about focusing on the underlying volume trends to ensure our sales results remain strong as the price inflation wave comes to an end (which it did for us in the summer). 2023 is projected to be the biggest sales year in the company’s history and we feel well positioned as we now move towards 2024.”

Codex acquires DB Office Supplies

L-R: Codex CEO Patrick Murphy and DB Office Supplies Managing Director Frank Sutton

WORKPLACE360 - OCTOBER/NOVEMBER 2023

Irish independent dealer Codex has acquired family-owned office furniture supplier DB Office Supplies. The deal is intended to strengthen Codex’s office furniture arm, which has already grown 225% since 2019, and has seen a 30% increase in sales this year as companies continue to transition to a hybrid working environment. The reseller currently offers office fit-outs, space design, furniture allocation as well as office supplies, with the takeover set to expand its overall range of products and services. Codex CEO Patrick Murphy said: “DB Office Supplies is a perfect fit and a key part of our growth strategy as we look to expand in areas beyond the traditional office supplies market. Its unrivalled industry knowledge and 30 years of supply chain management will accelerate our growth in the B2B furniture sector.”

OBITUARY

Sad passing of Ken Trenberth

Michael Ray, Regional Sales Manager, Buronomic He was a true gentleman and always had time for you. Alex Bonarius, Global Sales Director, Pukka Pads I am devastated and shocked. Ken was more than just an oracle and a great professional in our industry. He was a special, kind and caring man, and I count myself fortunate to have known him. I wouldn’t be where I am today without him and I will sorely miss our regular chats, curries, golf and just having him around. Kevin Foot, Director, Cowans Direct Very sad and such a shock. A real gentleman that will be missed by all. Colin Campbell, Managing Director, Langstane Press Ken visited us in Aberdeen recently and spent a couple of days exhibiting at our show. I had a good chat reminiscing with him about the old days and can’t believe we won’t see him again. Gone too soon and he will be greatly missed by all who knew him.

It is with great sorrow that Workplace360 reports the sudden passing of well-known industry veteran Ken Trenberth on 12 October. Ken was a familiar face in the business products sector, particularly from his time at Setten & Durward and then Rapesco. Anyone in the industry who knew Ken – and there were many of us, both in the UK and overseas – know that they had spent time with a very kind person. Ken was liked and respected in equal measure by all who had the fortune to meet him. As Workplace360 CEO Steve Hilleard sums up: “It is hard to put into words how terribly sad I feel about Ken’s sudden passing. He was one of those rare individuals who everyone in our world subconsciously gravitated towards. “A highly respected executive, Ken’s boundless energy, warmth and enthusiasm shone brightly in an industry that has faced some dark and challenging times recently. Regrettably, like many, I never took the opportunity to let him know just how loved and admired he was. RIP Ken.” Workplace360 extends its sincerest condolences to Ken’s family, friends and colleagues. INDUSTRY TRIBUTES Below is a small representation of the tributes paid to Ken on LinkedIn (slightly edited): Integra Business Solutions team We are incredibly saddened to hear of the passing of Ken. He was a great friend and colleague to many of us here at Integra. He will be greatly missed. Steve Haworth A genuine and kind man. Another of the ‘good ones’ gone far too soon. Chris Stott, CEO, Pukka Pads He was a really nice guy; couldn’t meet anybody nicer.

Steve Carter, Managing Director, Advantia A truly wonderful, caring man and a good friend for the best part of 30 years. Victoria Hilton, Director of Sales, Exertis Supplies Ken was such a positive person, funny and always had time to check in on people. He will be sorely missed by so many of us. Jeanette Caswell, Managing Director, Office Friendly What a lovely, gentle, friendly individual who has been a constant throughout my whole career. Chris Deighton, Managing Director, COLOP UK There are no words, but then there are plenty – plenty to describe what a wonderful person Ken was. We can all learn and take inspiration from the way he had such a talent for being the glue to bring people together. He was a friend to so many and not just as someone’s business associate. Ken would never be sad, angry or down but instead just full of positivity and friendliness. Ric Mogentale, International Business Director, Rapesco & Tacwise Group Ken was an inspiration to me and so many others. He was such a supporting, caring character with the biggest love for life. He will be immensely missed. Danny Berendsen, Managing Director, Euroffice I’m truly devastated. A true business friend for many years… gone. I’ll be missing you for sure. John Watson, Managing Partner, TFE Agency Kind, caring and lovely. A gentleman with a love for life. Steven Caller, European Account Manager, Safety First Aid Group Ken showed us how much business was about people and is somebody I’ve learned so much from.

WORKPLACE360 - OCTOBER/NOVEMBER 2023

NEWS

EVO receives refinancing and Endless commitment

EVO has announced a new refinancing package as well as further investment from Endless, its main shareholder. The company has entered into a three-year £90 million funding arrangement with Leumi ABL and Close Brothers. This replaces the existing facilities – which were due to expire in December 2023 – and consists of an £80 million invoice finance facility and a £10 million term loan. The funding will be led by Leumi ABL, continuing its relationship with EVO, and new partner Close Brothers. EVO said the structure represents “materially improved financial terms” that reflect “a positive financial performance in recent months”. Endless Partner James Woolley said the private equity firm was happy with EVO’s performance over the past 12 months, adding: “This refinancing both reflects that and creates opportunities to accelerate the development of [the business] in the months ahead. We are very positive about the future of EVO.” At the same time as the refinancing deal was announced, it was confirmed that Endless has increased to £11 million the facilities provided to EVO for a further three years. EVO CEO Andrew Gale, who called Endless “an excellent investor and partner”, stated: “Endless has delivered on my ask to support the business. This is a two-sided investment – time and money – and both are important. When combined with our refinancing, this positions EVO strongly for the next three years.” Woolley added: “We asked Andrew what he required from Endless, and we are pleased to have delivered. We are likewise very pleased with the material improvement in EVO’s recent performance under Andrew’s leadership, and our reinvestment and recommitment […] reflects our belief in the business.” Gale concluded: “EVO is moving forward positively. Our numbers are improving, we have the support of strong stakeholders, and we are focused on delivering both with and for our UK and Irish customers and suppliers.”

WORKPLACE360 - OCTOBER/NOVEMBER 2023

MOVERS & SHAKERS Leadership change at ExaClair

Mark Daisley (above left), Managing Director of Exacompta Clairefontaine’s UK subsidiary ExaClair, has announced his forthcoming retirement. Daisley has been with the business (formerly Tollit & Harvey) for more than 30 years. He became Managing Director in 2010, two years after Tollit & Harvey had been acquired by the France-based group. He will officially leave the business on 31 January 2024. Succeeding Daisley is a familiar name in the UK business products channel. It has been confirmed that Chris Exner (above right), currently Chief Commercial Officer at Workplace360 sister company OPI, will join ExaClair on 1 December 2023 as Daisley’s replacement. Prior to joining OPI in 2018, Exner was best known in the industry for spending more than 16 years spent at Esselte. His roles there included Managing Director UK, VP of Sales Europe and VP of Sales Asia-Pacific. OPI will announce a successor to Exner in due course.

BOSS installs new Chair

The BOSS Federation has elected its first-ever female Chair to succeed the outgoing incumbent, Simon Drakeford. YPO Finance Director – and former Office Friendly Managing Director – Julie Hawley took over from Drakeford following the organisation’s AGM on 12 October.

Beeswift appoints CEO

Safety products supplier Beeswift has named Darren Washbourne as CEO. The appointment – covering both the UK and Netherlands entities – was effective from 1 October. Washbourne – who was previously Chief Commercial Officer – has a long association with the business, having been formally on the boards of Beeswift Limited and Beeswift BV since 2017 and in the safety products industry for over 35 years.

Slingsby announces new Chairman

Slingsby has confirmed a new independent non-Executive Chairman, succeeding Dominic Slingsby. Andrew Kitchingman of Mpac Group, a non-Executive Director of Andrews Sykes Group and Chair of the British Board of Agrément, has been appointed to the role.

NEWS

New BDM for Nemo Office Club

Exertis looking at Raunds closure

Nemo Office Club has announced the appointment of Martyn Cooper as a new Business Development Manager. With over ten years’ experience in the business supplies industry, he was most recently Business Development Manager at Complete after having previously worked at Office Friendly, EVO Group and VOW Wholesale.

ECI hires Chief Customer Officer

ECI Software Solutions has appointed an experienced software exec as Chief Customer Officer. Taking on the role is Riz Karim, who joins the company following a 20-year career in various software, sales and customer success roles. He was most recently SVP of Global Services and Support at Everbridge, a leader in critical event management and national public warning software solutions.

HP’s Dismore takes on European role

HP Inc exec Stephanie Dismore has moved to the UK to take on a new role with the tech giant. She has been named the vendor’s Northwest Europe Managing Director. The change comes after she held the same job role in the North American market for four years.

Avitor UK names CEO

Audiovisual and unified communications distributor Avitor Distribution has appointed a CEO for its UK subsidiary. Taking on the role is Suzanne Tiernan, an experienced business products exec who joins the company from tech accessories supplier Neomounts. She has also previously held management positions at Durable and Newell Brands.

Synaxon strengthens customer support team

IT channel services group Synaxon has made an addition to its customer service team supporting UK partners. Merle Althaus has been named Customer Sales Advisor and will provide partners with access to all the group’s services, while acting as a link between the UK team and Synaxon’s extended resources in Germany.

Exertis has initiated a consultation period to consider a proposal to close its warehouse and distribution facility in Raunds next year. The distributor is planning to move all inventory and warehousing activity to its Burnley location. This follows significant investments at the site in recent years, meaning the company believes it will be able to warehouse and distribute all its stock at one location from FY2025. Around 50 jobs at Raunds are at risk, with Exertis promising to work closely with employee representatives to find alternative options to redundancy.

Single-use plastics restricted in UK On 1 October, the UK government brought into force a ban on a range of polluting single-use plastics. No business – including retailers, takeaways, food vendors or parts of the hospitality industry – is able to supply, sell or offer single-use plastic cutlery, balloon sticks, polystyrene cups or food containers in England. The ban will not apply to single-use plastic plates, trays and bowls used as packaging in shelf-ready prepackaged food items. However, these will be included in future plans for an extended producer responsibility scheme which aims to incentivise manufacturers to use less packaging and meet higher recycling targets. According to the government, people across England use 2.7 billion items of mostly plastic single-use cutlery and 721 million single-use plates annually, while only 10% are recycled. Responses from the public demonstrated support for the ban, with 95% in favour of all prohibitions. The new regulations were first announced in January and form part of the UK’s intention to eliminate all avoidable plastic waste by 2042. The government had previously introduced a packaging tax in April 2022, which charges more than £200 per tonne on plastic packaging manufactured in or imported into the UK that does not contain at least 30% recycled plastic. Further guidance on the ban can be found in the Waste and Environmental Impact section on the gov.uk website.

WORKPLACE360 - OCTOBER/NOVEMBER 2023

DEALER SPOTLIGHT - D3 OFFICE GROUP

Yorkshire grit

Bridging tradition and innovation, D3 Office Group is carving out a niche that expands its influence far beyond business supplies

stablished in 1988 under the stewardship of Richard Denley, D3 Office Group boasts a heritage rooted in astute acquisitions, tracing back to the 1930s through Peace and Taylor in Hull, as well as Timstat in Leeds. Still proudly headquartered in Hull and retaining a significant presence in Leeds, the business is now co-owned by Denley and Managing Director Martin Shaw, who joined in 2005 after his tenure at Kingfield Heath. Today, the company embodies its evolution, housing two distinct entities – D3 Office Group B2B commercial division and UK Print Group. The split, implemented just last year, has empowered each segment to operate autonomously while capitalising on shared services such as finance. UK Print Group is an online retail outfit with two specialist websites: Always Personal and Personalised Christmas. The former deals in laser-engraved and printed products, serving a broad consumer base.

The latter caters specifically to the bespoke gift market, providing customised embroidered Christmas stockings and sacks. Meanwhile, D3 operates across four core categories: furniture and interiors, business supplies, workwear, and print & promotional. A team of 43 seasoned professionals fuels the engine of these divisions, with each one supported by dedicated specialists. In 2022, the dealer achieved sales of £8 million. Shaw attributes this success to the strategic emphasis on boosting profit margins, an area conscientiously prioritised over the past year. ELEVATING SALES Among D3’s operations, the furniture and interiors segment significantly contributes to revenue streams. With an impressive 30% rise last year, sales were propelled to £3 million. Shaw reflects: “However, this momentum didn’t translate into the same sales levels

£8 million 10

WORKPLACE360 - OCTOBER/NOVEMBER 2023

2022 COMMERCIAL SALES

DEALER SPOTLIGHT - D3 OFFICE GROUP in 2023, as businesses have displayed a certain degree of caution when committing to larger capital projects. Nevertheless, the past few months have shown a promising surge, hinting at a potential return to growth.” D3’s foresight into the significance of workwear in the industry predates current trends. Shaw recalls the beginnings nearly a decade ago, with the acquisition of a modest venture with an annual turnover of around £140,000. Armed with just one embroidery machine and a compact print setup, the company ambitiously set out to carve a niche in the workwear market. MAKING THE RIGHT CHOICE Fast forward to today, and not only does D3 offer a comprehensive range of workwear and PPE from reputable brands like Ralawise, Beeswift and Portwest, but it has also scaled up and upgraded its embroidery and printing equipment. The original machine has given way to three substantial embroidery machines, complemented by multiple single-head units. Recently, D3 bought a direct-to-film printer, a move Shaw describes as revolutionary and cements its USP in the workwear category. This latest addition has expedited the heat-sealing process threefold, yielding superior-quality end products. “This investment stems from operational efficiency gains and its distinctive value proposition, as few companies have embraced the technology,” he adds. While technology has enabled D3 to grow exponentially, a pivotal factor in this evolution has been the addition of talented individuals from the workwear sector. These team members have not only brought a wealth of experience, particularly in design and software proficiency, but this expertise, combined with a deep insight into production processes, has played a crucial role in the journey. Another critical aspect of the division’s success lies in selecting the right supplier base. This has given the dealer the ability to present a curated array of products, taking into consideration factors like material composition and durability. Understanding the subtle distinctions between various fabric blends has allowed D3 to guide its customers effectively, ensuring they make informed choices. Maintaining an ethos of transparency and quality control, all embroidery and printing work is conducted in-house, but it’s not without its challenges. As Shaw explains: “While this process offers a high degree of customisation, it can pose issues when dealing with pre-branded clothing. Striking the appropriate balance between branding and personalisation is paramount.

£1.3 million

“Our journey into workwear now firmly extends beyond design and decoration. It’s about offering a comprehensive solution for customers. Albeit design services are often complimentary for loyal clients, the true value lies in securing orders for the clothing items themselves.” STRATEGIC MANOEUVRES Gaining a reputation for itself among Yorkshire’s industrial clients, D3’s focused efforts have yielded a commendable 15% growth in the workwear category this year. Looking ahead to the next 2-3 years, the company has set its sights on achieving £2 million in sales. This customer base also opens up avenues for PPE products – a burgeoning area for the dealer. Shaw believes this transforms D3 from a business products supplier to a multifaceted industrial supplies entity. “This strategic shift allows us to tap into a broader market segment and explore new trading routes. The warehousing sector, for example, holds substantial promise, fitting hand in glove with PPE. This aligns seamlessly with the procurement practices of health and safety professionals overseeing materials for warehouses, creating a natural synergy between these sectors,” he notes.

Our journey into workwear now firmly extends beyond design and decoration. It’s about offering a comprehensive solution

D3 Office Group Managing Director Martin Shaw

2022 ONLINE RETAIL SALES

15%

GROWTH IN WORKWEAR IN 2022

WORKPLACE360 - OCTOBER/NOVEMBER 2023

DEALER SPOTLIGHT - D3 OFFICE GROUP

We’ve been specific and segmented in understanding our customer base and undertaken extensive gap analysis

D3 Office Group headquarters in Hull

In the face of a more challenging year compared to 2022, D3 has undergone a phase of operational consolidation. This process has included fine-tuning the company’s marketing approach over the past six months in conjunction with Office Friendly. While D3 has identified businesses it aspires to collaborate with and compiled a list of potential partners, its foremost effort has been directed towards its existing clientele. “We’ve been specific and segmented in understanding our customer base and undertaken extensive gap analysis to ensure they are well-versed in all the product categories we offer. This involved targeted marketing efforts related to sectors they hadn’t previously explored,” says Shaw. THE PERSONAL TOUCH Servicing around 1,600 diverse clients across the region, the D3 team is exercising caution in its approach to AI. Drawing from his extensive marketing background, Shaw says that automated communication might not always hit the mark. He may have a point. However, the dealer isn’t averse to deploying AI in specific areas – it is currently used to enhance written content, craft policy documents and expedite responses for tenders. Elaborating further, Shaw notes: “A cornerstone of our service lies in the personalised touch we offer. In an era where direct interactions have dwindled for many businesses, D3’s commitment to maintaining a human connection sets it apart. “This focus on personal engagement has organically shaped an ideal customer profile, primarily leaning towards enterprises of a certain scale and within specific industry categories.” With the workwear and in-house interior design/ furniture categories taking centre stage and necessitating a comprehensive services approach, it’s no surprise online sales slightly trail behind the industry average. Specifically on the supplies side, e-commerce transactions account for just 30% of D3’s total revenue. Still, recognising the value of online, D3 transitioned to the EvolutionX e-commerce platform last year.

1,600 12

NO. OF CUSTOMERS

30%

WORKPLACE360 - OCTOBER/NOVEMBER 2023

The move, says Shaw, was “transformative”, revolutionising category integration and labelling strategies, back office interaction, customer experience and search functionality. DEVELOPMENT PLANS One aspect of the business Shaw is keen to emphasise is the commitment to sustainability and CSR. Despite D3’s modesty in broadcasting these efforts, it has been actively implementing sustainable practices in the background. This includes initiatives like installing solar panels at its warehouse in Hull, the adoption of electric or hybrid company cars and an ongoing investigation into the viability of electric delivery vans. Furthermore, the dealer is active within the community through charitable events, sponsorship of local sports teams and collaborations with organisations to foster regional development and entrepreneurship. In recognition of the evolving landscape, D3 is poised to embark on a sustainability certification programme, signalling a more pronounced pledge to Environmental, Social and Governance (ESG) principles. The dealer’s growth trajectory is underpinned by meticulous planning for the upcoming years. Notably, a significant investment is earmarked for the development, training, and recruitment of staff. The team remains vigilant of industry trends, particularly as the potential for further consolidation looms large as more business supplies firms wind down than new ones emerge. “Since 2006, D3 has acquired nine office supplies, interiors and workwear firms. We are concentrating more on organic sales growth than actively seeking acquisitions, but that’s not to say that if a suitable opportunity came along, we wouldn’t consider it again,” states Shaw. He also anticipates a potential twist in the acquisition tale in forthcoming years: “Just as we are interested in the industrial market, I foresee at some point there will be a convergence of jan/san, industrial and workplace supplies companies. As competition intensifies for the same customer base, it’s a scenario I can certainly see unfolding.”

PERCENTAGE OF ONLINE SUPPLIES SALES

NO. OF EMPLOYEES IN COMMERCIAL BUSINESS

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IMO - JANIS KEMERS

Hardware-wise, partners can offer preconfiguration through their channel, including logistics and installation activities. This entails pre-delivery inspection, network configuration, firmware updates and embedded software installation. Once the printers have been delivered to clients, all they need to do is simply switch them on – everything else has already been taken care of by the resellers.

Dealers must focus on updating their MPS solutions, concentrating on […] hardware and services Janis Kemers is VP Print & Supplies Europe at TD SYNNEX

A holistic view How can MPS evolve to be a broader, smarter service platform for improved customer retention?

magine a world where managed print services (MPS) go above and beyond just providing print facilities. They could offer end-to-end capabilities such as logistics, hardware preconfiguration, supplies, auto-replenishment and customer management, and be at the heart of a full life cycle management offering. Indeed, this seems to be the ambition of many dealers based on the 74% of European partners in our State of the Technology Ecosystem study that said they expect to sell more managed services within the next three years. But what is the pathway to realise this vision and deliver heightened value through the channel to end customers? GETTING IT RIGHT To embark on this journey, dealers must focus on updating their MPS solutions, concentrating on two pivotal aspects: hardware and services.

WORKPLACE360 - OCTOBER/NOVEMBER 2023

On the services front, amid tightening IT budgets, there is an opportunity to transition the traditional technology channel towards tech-asa-service (TaaS). The key here hinges on dealers leveraging distributors’ available robust and versatile financing packages. Using a subscription model for printers, software and services, customers pay a monthly fee and receive a standardised bill, which gives their finance teams transparency. To streamline this for users and make it as organised as possible, billing can be integrated with e-commerce platforms to expedite payments. Taking care of logistical worries on behalf of businesses is a value-added service that resellers can offer to boost their MPS solution to the next level. Included could be delivery and removal of packaging materials and old printers. In addition, providing a qualified on-site engineer to manage the printer installation,

IMO - JANIS KEMERS

testing, training and launch is key to ensuring a smooth set-up process. Building a strong foundation for services is essential for dealers to evolve their managed print proposition and deepen client relationships. UNLOCKING POTENTIAL In an ideal world, MPS offerings will cater to businesses of all sizes. Even though according to European Commission figures, SMEs made up over 99% of businesses in the European Union in 2022, there is still a neglected middle ground between larger SMEs and midsized enterprises, which is yet to be captured. These particular organisations, characterised by employees based in multiple locations and staff working in a hybrid pattern, face multiple challenges in harnessing the benefits of a managed print solution. To overcome these and create a smart managed service package, leveraging a cloud-based platform which encompasses services in one management layer can streamline operations. Within this, billing can be handled in one entity and customers may access a query hotline to solve any issues that may arise. These processes are designed to work with minimal human intervention either from the reseller or end users.

An MPS solution can be the basis for a complete 360° level of technical support Any successful MPS providers will incorporate predictive supplies auto-replenishment into their offering. With this service programmed in the cloud in a highly secure platform, users do not need to monitor ink levels. Rather, cartridges are auto-ordered and shipped to the location of the printer. In this way, dealers can establish a proactive and intelligent solution to anticipate client requirements and provide resources before an issue becomes apparent. An MPS solution can be the basis for a complete 360° level of technical support. It provides an additional service layer that enables resellers to deepen their relationship with their client base by going above and beyond what is expected of them. By leveraging these innovative MPS capabilities to provide a comprehensive platform with full life cycle management, partners can offer more support to users and reap the benefits of high customer retention. The future of print is managed, comprehensive and smart.

WORKPLACE360 - OCTOBER/NOVEMBER 2023

ADVERTORIAL - ECI SOFTWARE SOLUTIONS

For more information on the Horizon and EvolutionX integration, visit ecisolutions.com/uk

Maximising efficiency The integration of ECI Software Solutions’ Horizon ERP platform with the EvolutionX e-commerce solution is a game changer for dealers

n a pivotal development, workplace supplies dealers in the UK and Ireland now have at their disposal a powerful tool that streamlines operations, enhances customer experiences and drives overall efficiency. This is thanks to the integration of ECI Software Solutions’ world-class ERP software, Horizon, with B2B e-commerce platform, EvolutionX. Horizon is revered for its extensive suite of tools that facilitate resource planning and management, affording users a comprehensive view of their operations. EvolutionX empowers business supplies dealers to enhance the shopping experience for their customers through content-rich, B2B-centric commerce, robust ERP connectivity and top-tier design services. By uniting the strengths of these two industryleading software applications, each purpose-built for the unique needs of dealers, users can now effortlessly manage important information flows and data across various endpoints, all from a single interface. To delve deeper into the significance of the EvolutionX and Horizon integration for dealers, Workplace360 spoke to ECI Software Solutions Business Unit Leader Paddy Donnelly. Workplace360: Paddy, could you walk us through how the integration of EvolutionX and Horizon ERP software benefits dealers in the UK and Ireland? Paddy Donnelly: Sure. The biggest advantage for dealers is that it’s a massive time-saver. There’s no more grappling with manual data entry, rekeying orders

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or entering pricing information in your ERP and then duplicating it again for your e-commerce portal. Your team won’t have to field as many phone calls from customers either, as they can self-serve, view orders and pay invoices online. When you add up all the saved time, it’s hours of bandwidth that can be redirected towards better serving your customers – or actually getting home in time for dinner. W360: What are the specific pain points this integration addresses for dealers? PD: This integration tackles the challenge of running a more connected business head-on. Dealers no longer have to worry about data here, there and everywhere. Their ERP and e-commerce systems now communicate in real time. When a team member accesses an account, they gain entry to all necessary information from a single source of truth. This not only trims operational costs but ensures that no critical information slips through the cracks. W360: How do EvolutionX and Horizon enhance the shopping experience for dealers’ customers? PD: The synchronisation of EvolutionX and Horizon means that a dealer’s customers can view their information in one centralised location. Whether they placed their order online, over the phone or by carrier pigeon – if the details are in Horizon, they’ll be visible when they log into EvolutionX. This translates to customers being able to reorder items in mere seconds.

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Plus, we update contract pricing in real time so the customer sees the exact price they expect to pay. Even if you need to make an update in Horizon, it’s instantly displayed on your webstore. W360: How user-friendly is this integration for businesses considering adopting it, and what kind of support or training is available? PD: It’s a breeze to manage, and users can set it up with little to no assistance from the ECI team. We’ve got great support articles and developer documentation to make it even easier. But, if dealers do get stuck, we’re here to make sure they don’t go it alone. We’ve already connected dozens of dealers successfully. Once the integration is in place, the information will begin to sync without any manual intervention. We’ve built this out with the goal of making it as easy and painless as possible for dealers. W360: What data gets transferred between Horizon ERP and EvolutionX? PD: Right now, the endpoint favourites are accounts, users, addresses, cost centres, order history, live pricing and invoices and we’re constantly adding more. But this isn’t a set-it-and-forget-it integration; we have a roadmap to continuously connect more and more endpoints. If you ask me the same question next month, chances are I’ll have a new list for you.

Key benefits of the integration: • Automated connectivity: The integration automatically links trader accounts, users, contracts, price lists, branches, and delivery centres, establishing a cohesive and efficient operational ecosystem. • Time savings: By eliminating redundant data entry, dealers can save valuable hours, ultimately enhancing overall productivity. • Comprehensive syncing: Accounts, order history, invoices, pricing and more are seamlessly synchronised, ensuring that critical information is readily accessible and up-to-date. • Enhanced cash flow: Customers can now view and settle invoices within their EvolutionX account, expediting cash flow and increasing financial stability. • Vast catalogue access: With access to over two million SKUs via FusionPlus, dealers are equipped with an extensive product catalogue. This provides end customers with a wide array of options and ensures competitive offerings. • Empowered decision-making: Real-time business insights, coupled with anytime, anywhere access, enables dealers to make informed decisions promptly, creating a dynamic and adaptable business environment. W360: How often does the data sync? Is it an overnight process like many other integrations? PD: No, unlike many other platforms, it syncs in real time. As soon as data updates within the Horizon ERP, it reflects on your EvolutionX e-commerce website. No need to set an early alarm to check if your data made the journey overnight! W360: If there are any errors or issues when pricing comes over, how will a dealer know? PD: Excellent question. This one is a little technical, but it’s really fantastic. Occasionally, there might be a hiccup when pricing data flows between systems. To help, the EvolutionX team created what we call ERP Live Pricing Logs. Every time pricing is updated, it’s meticulously tracked in this tool with codes and IDs to help pinpoint when and where it happened. This helps our support team quickly identify and resolve any issues, resulting in a faster response and resolution time for dealers.

Dealers no longer have to worry about data here, there and everywhere Paddy Donnelly

W360: What’s the feedback from dealers that have already switched to the connected Horizon and EvolutionX platform? PD: In all honesty, they’re loving it. The instant transfer of information between systems makes their day-today life much smoother. I’ll share a direct quote with you from Tim Clixby at Heatons Group: “We are pleased with the result and this integration has become an indispensable part of our daily operations. Thanks to the connectivity between EvolutionX and Horizon, we can confidently say that our business is more responsive and customer-focused than ever before.” I think that says it all.

WORKPLACE360 - OCTOBER/NOVEMBER 2023

IN CONVERSATION WITH - SIMON ALLAN-BROOKS

Bold moves Workplace360 CEO Steve Hilleard recently explored the headquarters of Viking UK & Ireland alongside Managing Director Simon AllanBrooks. The tour included a pre-launch peek of the new business showroom, providing a backdrop for discussions on the reseller’s resurgence, transformation and audacious plans for growth 18

WORKPLACE360 - OCTOBER/NOVEMBER 2023

IN CONVERSATION WITH - SIMON ALLAN-BROOKS

Workplace360: Simon, thank you for the welcome and tour of your facilities. Let’s delve into your background, as you are a fresh face for some readers. Simon Allan-Brooks: My career began in the world of parcels and from there, I navigated through various roles across different sectors. The advantage of working in parcels is the exposure to a wide array of business sectors, spanning many industries and countries. When I was 21, my Grandad was selling his business, which I wanted to buy. He quite rightly said: “Simon, you know nothing about writing a business plan for a bank. You’ve not got enough experience under your belt. If you want to run a business, you need to go and do X, Y and Z.” I used that valuable feedback to expand my knowledge beyond my initial areas of specialisation which has ultimately propelled me to this point in my career. I’ve held positions in diverse fields, including working for a finance house, overseeing the financing of trucks and trailers, and gaining valuable insights into building a skilled workforce through a stint at a recruitment agency. I’ve also gained extensive expertise in logistics and supply chain management, complemented by roles in both commercial and operational capacities. Throughout my career, I’ve had the privilege of contributing to some of the most prominent brands in the UK, such as DPD, TNT, Antalis, and what is now known as Connect Group (formerly Smiths News). The opportunity then arose to step into the role of Logistics Director under the Office Depot banner – which, of course, is now Viking Office. W360: That was back in 2020. SA-B: Yes, amid the challenges of the COVID era. The business found itself in a phase of uncertainty, prompting the acceleration of plans initially slated for 2025. Given my background in driving transformative change, I helped facilitate the sale of the large customer account business. In addition to my role as Logistics Director, I assumed responsibility for orchestrating the transition out of the Office Depot brand while safeguarding the Viking side of our operations. Subsequently, I was part of the due diligence team evaluating the potential of the UK segment in RAJA Group’s broader acquisition of parts of Office Depot Europe. In order to concentrate on expediting the growth plans, RAJA chose to regionalise a portion of the Viking business, beginning with the UK & Ireland. As part of this move, I was awarded the position of Managing Director in September 2022.

W360: I suppose that was a development that took many by surprise. Those in supply chain logistics tend to be more behind the scenes. SA-B: Many who’ve interacted with me – whether within the organisation or from external circles – have expressed surprise at my approach and strong commercial acumen, especially considering my entry into managing director responsibilities from a logistics background. But I believe that it gives me an edge and translates into a well-rounded and pragmatic approach to decision-making.

This dual perspective makes a significant difference when trying to move Viking forward as a unified entity W360: Now that the company is free from its private equity shackles, give us a view of where Viking UK & Ireland sits within the greater good. SA-B: In terms of Viking UK & Ireland as part of Viking Europe, I’m an integral part of the European leadership team, reporting directly to Christa Furter, Managing Director of Viking Europe. I have a vested interest in the group as a whole and the UK & Ireland. This dual perspective makes a significant difference when trying to move Viking forward as a unified entity. We meet regularly as a leadership group and Christa has created a truly forward-facing team. We roll our sleeves up and are very much hands-on in the daily operations. I believe this approach has paid dividends and is evident in the significant strides forward that have been made. The UK & Ireland is the largest of the seven territories in the Viking Group in terms of turnover. Our organisational structure centralises functions like purchasing, finance, and marketing in Venlo, Netherlands. Meanwhile, local teams oversee critical responsibilities such as customer service, sales, supply chain, and local marketing. RAJA’s involvement has been transformative in all the right ways. Under private equity ownership, if I’m honest, I think we had lost autonomy as an organisation. Now, while we stand on our own two feet, RAJA provides invaluable support, allowing us to invest in key areas for growth. We didn’t have that

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IN CONVERSATION WITH - SIMON ALLAN-BROOKS before. We work closely with RAJA Office Managing Director Alain Josse, who is a member of the Executive Committee of RAJA, reporting directly to our Group CEO Danièle Kapel-Marcovici. Alain ensures we are living and acting on the values and beliefs that define RAJA, so of course our strategy is developed with him. Our overarching principles extend beyond a mere drive to succeed, they encompass a commitment to conducting business ethically and respectfully in all interactions with vendors, employees, and customers. During the ownership of Aurelius, I think it’s fair to say our relationships with vendors experienced great strain. W360: That’s a polite way of putting it. SA-B: Yes, and I have to maintain a degree of diplomacy about it. However, there was undoubtedly a notable degree of frustration. RAJA took proactive steps to rectify this, ensuring we approached our relations with vendors with fairness and respect. The group’s first act was to promptly settle the outstanding debts that had accrued under our previous ownership. We now stand in a position of considerable strength with both our supplier and customer base. W360: Tell us about the autonomy that RAJA gives you and how it’s helping deliver the turnaround strategy.

SA-B: Viking UK & Ireland has always possessed the core elements essential for success, but there was also a need for a cultural shift, having been oriented heavily towards online and European markets. RAJA has set out a playbook with clear fundamentals to achieve, with the onus on us to execute locally. But autonomy was given to us from day one. The team essentially handed us the toolbox and empowered us to make decisions while in the process, offering guidance and support. Essentially, RAJA steps in where needed but pushes us to deliver when we should. W360: What have been the priorities and the key accomplishments so far in reshaping the business and changing the Viking culture? SA-B: Shifting the organisational culture has been paramount. While there was a strong external perception of the business under the prior ownership, internally, we may have lacked clarity. The previous management team had kept a very tight lid on the true state of where we were as a business. This became very clear when RAJA took over. RAJA’s initial focus was to overhaul the prevailing culture, transitioning from a mindset of accepting failure and stripping out cost to one of investing in growth. Fanatical customer service is something that

We now stand in a position of considerable strength with both our supplier and customer base

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IN CONVERSATION WITH - SIMON ALLAN-BROOKS Viking has always been famous for, and we had to bring the customer back to be central to the decisions we were making. We had lost sight of that. Building upon this customer-centric approach has meant establishing closer customer proximity. By this, I mean more frequent customer interactions, reinstating excellent customer service, and assembling a dedicated field sales team. W360: You brought customer service back from… SA-B: We had previously outsourced our customer service operations with a location in South Africa. However, as of 31 March this year, we’ve successfully transitioned to a 100% UK-based customer service team. By the close of this year, each of our EU territories will have the same. We can see that we are benefitting from the emphasis on close customer proximity. We’re growing our large client base here, prompting the reinstatement of a dedicated field sales team, and welcoming Peter D’Amery back as Sales Director has been instrumental in this effort. He’s working in collaboration with Brian Hall, our International Commercial Director. W360: Let’s talk about customers and sales. Many people best know Viking for the catalogue mail order business and an emphasis on smaller clients. Office Depot for the contract space. It sounds like you’re going for everything. SA-B: Spot on. RAJA has a clear multichannel strategy serving small, medium and large businesses. We are strong in capabilities to cater for large customers and this was the strategic focus the group wanted us to reinstate across all regions, although we had divested the contract business here in the UK. This year, I’ve invested in a local team, allying them to the strength of Viking Group’s internal infrastructure and centralised resources. This means we are approaching the market confidently and delivering service excellence to customers. We’ve got the skill set, knowledge and know-how, and we are executing it under the Viking banner. W360: You’re essentially competing with the business sold to OT Group. SA-B: Exactly, and we make no bones about it. We are re-entering this market relatively aggressively as it’s a pivotal area for our expansion. While Viking is renowned for online and catalogues – and that model will not change – there is now a secondary focus: our resurgence in the large customer market. We’ve only been reinvesting in this area since April this year but we are winning business already. W360: Who are you running up against besides the obvious OfficeTeam and Lyreco? SA-B: They are our primary competitors, but Banner is another one, along with Complete, under its new guise within EVO Group. I believe we can succeed because we cater for small businesses as well as

There is now a secondary focus: our resurgence in the large customer market large corporate entities. It’s an advantage we hold over competitors that don’t have the luxury of a robust online business. W360: What are you going to do differently? SA-B: While it’s true that there are limitations on how much deviation is possible in this industry, we’ve made significant departures from the former owner’s approach. In previous times, the online segment operated independently from the contract and large customer divisions. I hold full responsibility for the P&L statements across all business segments. This is crucial, as it ensures that every facet of the company is intrinsically linked to the overall growth strategy. Moreover, we possess a comprehensive 360° view of our customer base, with every team member aligned towards achieving the overall revenue goal rather than just having their focus on isolated elements. W360: Could you share some key financial figures? SA-B: Last year, our combined top-line figure for the UK & Ireland stood at €202 million (£175 million). Specifically, the UK contributed €185 million, with Ireland just shy of €18 million. Presently, a substantial 85% of our turnover stems from online operations. I would go as far as to say that, barring Amazon, Viking is the largest online reseller in our sector. The remaining portion consists of the sizeable corporate clients retained by us after the sale to OT Group.

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IN CONVERSATION WITH - SIMON ALLAN-BROOKS We faced profitability challenges due to the tough years of the pandemic under the previous ownership. However, the Viking turnover has been strong and is very quickly turning the corner. The target is to return to profitability as a group this year. W360: With inflationary factors in play, does growth remain viable? SA-B: Absolutely, even when accounting for inflationary impacts. We’ve worked diligently to optimise product performance, particularly in strategic areas such as furniture. We’re very lucky to have the advantage of gleaning valuable insights from our RAJA Office sister companies like JPG and Mondoffice, enabling us to adopt effective practices that contribute to our growth. W360: You mentioned Amazon. It’s a formidable competitor in our industry. SA-B: Amazon is a formidable force with the potential to reshape the landscape at any given moment. That said, we’re fortified by a base of exceptionally loyal customers in the online sphere. Our Viking One loyalty programme demonstrates our distinctiveness against Amazon, adding tangible value to the customer through offerings like Nectar for Business. Acquiring new customers against Amazon remains tricky, particularly with the new generation of buyers who tend to gravitate towards Amazon first. Adapting to everevolving buying preferences is essential. W360: You just showed me a warehouse full of boxes being shifted. With some companies moving focus from products to services, how does this factor into your business plan? SA-B: Currently, we need to focus on what we’re good at, and that’s shifting boxes. Last year alone, we dispatched over four million boxes, equivalent to more than 250,000-300,000 pallets of products to our customers. While some regional players are diversifying into services, we don’t see an immediate priority for such a change. W360: You’ve transitioned from ‘office supplies’ to ‘workplace supplies’. Do you see these new categories as sufficient for the coming years? SA-B: Our attention on expanding beyond traditional office supplies aligns precisely with the evolving nature of workspaces. This is evident in our recent launch of the business showroom, recognising the multiple ways workplaces operate. Our diversification encompasses a broader range of categories within the working environment – furniture, jan/san, work-from-home, coworking spaces, and more. W360: In terms of growth categories, where does the major emphasis lie? SA-B: Our focus is on the furniture and interiors category, influenced by the evolving dynamics of office and home office environments. Then, there’s also jan/ san. What’s interesting is the shift towards companies taking direct charge of their cleaning supplies, with

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employees having to chip in and clean the kitchen and put the dishwasher on now. We see these two category segments as the largest opportunity. But we also remain committed to upholding our legacy in office stationery. We need to remember that heritage while simultaneously looking at how to drive innovation in this area. Over the next few years, we’ll be closely monitoring which manufacturers are leading the way. W360: Staying with vendors, what’s your priority in terms of branded and own-brand products? SA-B: We’re currently embarking on change with our own-brand offerings, and while I can’t give too many secrets away, it will be a big push for us in 2024. This will not only allow us to elevate our brand awareness in the contract market but is also a prime opportunity to provide high-quality products at competitive prices. This will give us an edge, certainly in that small to medium sector. Having said that, I also think that vendors have an opportunity to retain and grow market share based on ingenuity. They will continue to expand, develop and challenge their product ranges, particularly in the area of sustainability.

Our present focus […] is on being brilliant at what we’re good at W360: The old Office Depot business had a welldeserved reputation for ESG leadership. How do you ensure these attributes remain central amid the cultural shift you mentioned earlier? SA-B: It’s a distinct advantage that, although we divested the old brand, Viking retained the invaluable talent and expertise that contributed to its past success. Our ESG and CSR team, based in Venlo, has been strengthened. Danièle [RAJA Group CEO] has underscored this commitment by appointing a CSR director at group level. We’re securing contracts based on the robustness of our ESG commitments and the results achieved across the whole of RAJA and RAJA Office. At a local level, this commitment forms a cornerstone of the journey we’re embarking on with our large customers. We’ve brought on board individuals who possess a deep understanding of this critical aspect of our business. W360: I want to talk about technology because I believe you’ve got a fairly new tech team. SA-B: Technology is pivotal to our operations. We maintain a sizable tech team based in Milton Keynes that serves all seven of our EU territories. Their responsibilities are threefold: Firstly, they ensure the internal systems and infrastructure run smoothly, encompassing vital functions like managing laptops and email services.

IN CONVERSATION WITH - SIMON ALLAN-BROOKS Secondly, they provide critical support for our supply chain operations. As you’ve seen walking through the warehouse, it is 50% automated and 50% manual. Lastly, we have a dedicated team of architects who keep Viking at the forefront of technology, ensuring we stay current with best practice for e-commerce platforms. This intelligence is then channelled into our marketing efforts. W360: Are you utilising AI in your business? SA-B: Yes. More recently, in our supply chain operations, it’s been instrumental in predicting delivery patterns and strategically determining where to collaborate with final mile providers on a geographic basis. W360: AI’s the future, yet you maintain a catalogue. SA-B: The catalogue remains integral to our marketing strategy. It’s a visual tool that customers find easy to navigate and a useful additional resource for our customer service teams. However, we’re equally committed to substantial investments in our online platform. W360: Let’s finish by talking about broader industry issues. There have certainly been some interesting developments over the past year or so.

SA-B: I don’t think anyone saw the EVO-Complete deal coming. Let’s also not forget that the disruptive influence of COVID prompted businesses to reevaluate their strategies, leading to exploration in various sectors and services. We might witness some businesses committing wholly to the services they’re venturing into, finding greater opportunities in those areas. This could pave the way for increased consolidation. Over the next 1224 months, it wouldn’t be surprising to see attempts to replicate what former CEO Richard Coulson tried with Complete. As businesses rebound, now might be the opportune time to do that. I’m particularly intrigued to see how Spicers and VOW position themselves from a wholesaler standpoint and keen to witness Antalis take a more assertive stance in the market. On the reseller side, I can see further consolidation. What that looks like, I’m not 100% sure. W360: Does that make Viking/RAJA an active participant at some point? SA-B: RAJA Group likes to acquire businesses. If the right opportunity arises, we may consider it, as any good organisation should. Our present focus though is on being brilliant at what we’re good at and assessing the landscape from there.

Photography by Paul Fairbrother

WORKPLACE360 - OCTOBER/NOVEMBER 2023

EVENT - OFFICE POWER DEALER GROWTH SUMMIT

A catalyst for

change The Office Power Dealer Growth Summit provided plenty of food for thought for competing on a bigger stage

n 27 September, leading dealers from the north of England packed into a room at The Edwardian Manchester for the inaugural Office Power Dealer Growth Summit. There was one mission in mind – to find development opportunities. Before industry veteran Steve Haworth delivered his perspective as the guest speaker, Simon Drakeford, CEO of Office Power’s parent company EO Group, set the tone for the summit. With a focus on revitalising the industry, Drakeford made it clear the event aimed to instil a renewed sense of purpose and direction for expansion. He acknowledged the challenges but emphasised the untapped prospects in this multibillionpound market. Following this, Office Power Managing Director Mark Heath served as host and guide. Setting the stage for the day’s discussions, he shared his core concepts for achieving growth: • Build a solid base: A robust customer foundation is important. Embrace the digital landscape for greater efficiency and scalability. • Principles never go out of fashion: The timeless

fundamentals of hard work, customer needs analysis, and a strong sell-through strategy are as relevant today as ever. • Expand from your base: Leverage the existing client base to explore new market opportunities, particularly as the finance industry begins to bring staff back to the office. • Play to your strengths: Offer unparalleled value and experience, harnessing the unique strengths that larger competitors can’t match. A CALL TO ACTION Next came Steve Haworth’s moment. He presented a compelling challenge not just to those in the room but to the wider industry: How can the dealer channel maximise its competitive advantage? He pointed out that major global brands have repeatedly failed to emulate the unique capabilities of dealers. It was a potent reminder to the audience of the unparalleled service and experience they can offer to buyers. Haworth took the audience on a journey familiar to many dealers nationwide and questioned longstanding beliefs about the effectiveness of time spent buying and

It was great to get lots of fantastic business minds together in one place to discuss growth opportunities. Speaking with several of the attendees afterwards, we sensed a renewal of the enthusiasm and excitement of the channel and what it can achieve. We have the best technology, the most experienced talent we have ever had, and a growing number of dealers with the mindset to reach their ambitious targets – OFFICE POWER MANAGING DIRECTOR MARK HEATH 24

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EVENT - OFFICE POWER DEALER GROWTH SUMMIT growing their respective businesses, taking a potshot at the endless silver bullets offered as the route to expansion. Building on this theme to nods in the room, he outlined the step to transition from being mere owners preoccupied with operational duties to adopting the proactive stance of a ‘Growth Activist’. Haworth also spoke about the importance of engaging with brands and OEMs to forge beneficial partnerships. He encouraged dealers to exploit existing growth areas and find the unique “thing” that sets them apart in the market. “And by the way,” he added, leaving the audience hanging on his words, “this is not just advice; it’s a call to action.” Closing the event – and arguably the highlight – were several roundtables, each focusing on a core topic. Each one solicited a lively discussion from the room, with opinions and experiences shared freely for the betterment of everyone. UNLOCKING GROWTH: KEY TAKEAWAYS FROM THE ROUNDTABLES DIVERSIFICATION: A DOUBLE-EDGED SWORD “Diversification is not just about expanding your product lines; it’s about understanding your margins and making data-driven decisions” Opportunities • Customer-centric approach: Tailoring product offerings based on customer feedback ensures alignment and drives sales. • Financial acumen: A strong grasp of profit and loss statements is crucial for evaluating new ventures. • Data-driven decision-making: Real-time insights enable agile strategy adjustments. Risks • Dilution of core values: Straying too far from your core business can confuse clients and dilute existing brand identity. • Reputational risk: Quality must not be compromised when entering new markets. TECH: THE CATALYST AND THE CHALLENGE “Technology is not just a tool; it’s a strategy enabler” Opportunities • Enhanced efficiency: Streamlined operations lead to quicker service delivery. • Real-time data insights: Data analytics facilitate informed decision-making. Risks • Tech literacy: The ageing population may struggle with new technology.

• Insufficient staff training: Employees need adequate training to maximise the benefits of additional tech. SUSTAINABILITY: THE FUTURE IS GREEN “Sustainability is not a trend; it’s a business imperative” Opportunities • Increasing demand: Younger generations are more eco-conscious, offering a growing market for sustainable products. • Government incentives: Financial benefits are often available for companies adopting more sustainable business practices. Risks • Intense competition: The market is crowded, requiring differentiation. • Regulatory compliance: Keeping up with evolving sustainability standards poses issues.

The fact so many joined the Manchester Summit is a testament to the mentality of the dealers. It involves commitment to take time out of your business to focus on growth and the strategic minds in the room made the day very special – EO GROUP CEO SIMON DRAKEFORD

LOOKING AHEAD As our sector navigates through challenges and opportunities, the key is to balance innovation with core values. Whether it’s diversifying product lines, integrating new technologies, or adopting sustainable practices, the focus should always be on delivering unparalleled value and experience. Following the final Summit in London at the end of October, the team at Office Power will compile a comprehensive report that will encapsulate the collective wisdom and insights of all the dealers who participated in these events. This report aims to serve as a roadmap for the industry, highlighting key possibilities, hindrances and actionable strategies for growth. To register for the London Growth Summit, visit: https://meet.officepower.net/london-growth-summit

Content sponsored by Office Power

WORKPLACE360 - OCTOBER/NOVEMBER 2023

ADVERTORIAL - ACCO BRANDS

Revolutionising home workspaces Leitz is changing the way we work and enhancing wellness in home offices

n the wake of the transformative impacts ushered in by the COVID-19 pandemic, the landscape of work has undergone a seismic evolution. The abrupt transition to remote work left employees grappling with extended hours in makeshift home offices. While this initial adjustment was manageable, homeworkers now find workspaces are ill-equipped for hybrid working. This has resulted in all manner of musculoskeletal issues, underscoring the urgent demand for new ergonomic solutions specifically designed for home office users. Recognising this burgeoning need, ACCO Brands swiftly mobilised its expertise in ergonomic equipment, leveraging it to cater to the unique requirements of

ergonomic products in our portfolio through the Kensington brand. While they excelled in design for the office setting, they leaned towards a utilitarian aesthetic. The Leitz Ergo range, in contrast, not only offers all the wellbeing advantages of conventional ergonomic solutions but integrates a home-centric design ethos encompassing size, functionality and aesthetics.” DESIGN INNOVATION This diverse product selection encompasses stools, sitting balls, laptop risers, seat cushions, footrests, monitor stands, desktop risers and wrist and keyboard rests. Each item seamlessly marries design-forward thinking without sacrificing function, culminating in a

The Leitz Ergo range […] offers all the wellbeing advantages of conventional ergonomic solutions but integrates a home-centric design ethos remote work while enabling resellers to bolster their margins in this category. The outcome of this endeavour is a suite of hybrid work-supporting ergonomic solutions under ACCO’s Leitz brand. ACCO UK & Ireland Regional Marketing Director Elisabete Wells says: “For years, we’ve featured

Anisha says... The Leitz Ergo Cosy rocking footrest stands out as my favourite choice as it promotes movement in your ankles, knees, and calves while you work. This is highly beneficial for circulation in your lower limbs, helping to prevent stiffness in your feet throughout the day

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range that was bestowed with the esteemed German Design Award in 2022. Moreover, the majority of the products have undergone rigorous testing and garnered commendations from the German Institute for Health and Ergonomics. Innovation continues to be at the forefront for Leitz, as evidenced by the latest additions to the Ergo selection meticulously crafted to optimise comfort and productivity within the confines of a home office. This includes sitting balls in three sizes to accommodate users of different heights, compact and slim profile monitor arms and new to the range – a wobble cushion. The inflatable wobble cushion is engineered to enhance core stability, posture, and back strength through micro-movements that promote balance while seated. Wells notes: “It is exceedingly comfortable and versatile, with diverse applications extending beyond the office such as catering to children with sensory needs and even yoga enthusiasts.” Central to the promotion and building of the Leitz Ergo brand has been a concerted effort on social media, where the user-centric ergonomic solutions are showcased to consumers, driving sales back through resellers.

ADVERTORIAL - ACCO BRANDS ANISHA’S OPTIMAL ERGONOMIC WORKSPACE • Incorporate a sit-stand stool to strike a balance between sitting and standing at your desk. This choice is great for easing lower back and hip discomfort. • Elevate your workspace with a reliable desk riser that seamlessly adjusts to your preferred height and requirements. This addition proves invaluable in addressing lower back, hip, and neck strains. • Consider using an anti-fatigue mat, especially if you find yourself standing for extended periods. It encourages subtle motion in the ankles, knees and feet, effectively warding off joint stiffness. • Enhance your sitting arrangement with a wobble cushion. Its superb comfort allows for continuous spinal movement while gently engaging the core muscles. • Use a footrest to keep ankles mobile and alleviate pressure on your legs, particularly if you experience pain in your hips, lower back or legs while working at your desk. To highlight this endeavour and create consumer awareness, ACCO Brands and Leitz have forged a partnership with award-winning osteopath and social media influencer Anisha Joshi, known as @osteoanisha on Instagram. Joshi’s accolades include the prestigious Principal Osteopath of the Year Award, and she has garnered recognition for her work with a roster of high-profile clientele, including celebrities, professional athletes, and fitness influencers. A prominent voice in her field, Joshi’s insights have graced publications such as The Telegraph, Vanity Fair, Women’s Health, and ITV’s This Morning. When not tending to patients at Osteoallies Clinics, which she co-owns, she imparts invaluable tips for promoting wellbeing to her 20,000+ followers on social media channels. HOLISTIC APPROACH Joshi’s philosophy on preventive care seamlessly aligns with Leitz’s mission to champion holistic wellbeing through ergonomic solutions. The aim is to empower individuals to proactively mitigate discomfort and musculoskeletal issues associated with prolonged desk work. “With the rise of hybrid work, people aren’t moving as much as they would in the office which has increased the amount of pain they are experiencing. The most common problems are lower back pain, sciatica, anterior hip pain, neck and shoulder pain,” says Joshi. Reflecting on the Leitz collaboration, Joshi affirms: “I was impressed by the versatility of the products. One of the hardest challenges when it comes to ergonomic workstation solutions is finding a product to accommodate

individuals of different heights or those with limited space. The entire Ergo range ticked every single box when it came to all the problems my patients express when I advise them to buy a particular chair or solution.” In addition to her regular posts sharing wellness tips featuring products from the Leitz Ergo range, Joshi actively endorses the products to her clients and integrates them into her four clinics. Meanwhile, behind the scenes, the Leitz team is diligently invested in digital performance campaigns, leveraging tools like pay-perclick, Google Ads, YouTube and Spotify advertising to disseminate their message. “Receiving such glowing endorsements about our performance from a trusted professional source is immensely reassuring, both for us and our end users. Anisha’s advocacy for the range on her social media platforms, coupled with her resoundingly positive feedback, will significantly heighten consumer awareness and channel sales to our resellers, driving further growth in this category,” notes Wells.

Three key questions to ask customers when selling ergonomic equipment: 1. Do you have any pain or discomfort in your body? 2. How much space have you got around your desk and on your desk? 3. How many hours are you sitting at your desk?

WORKPLACE360 - OCTOBER/NOVEMBER 2023

PREVIEW - BOSS AWARDS 2023

For more information and to book tickets for the LOTF conference and the BOSS Awards, visit: bossfederation. com/events/boss-awards.html

Unleashing brilliance

Recognising industry trailblazers and business excellence

nticipate another remarkable get-together this year, following on from the success of 2022’s BOSS Awards and Leaders of the Future (LOTF) conference. Both events take place on 30 November at the Kimpton Clocktower in Manchester. The LOTF conference will kickstart the day and the theme for the second of this year’s meetings is ‘Building the best version of you. How to succeed while being your authentic, confident self’. The LOTF Committee has lined up a diverse set of speakers, drawing from both within and outside the industry, to consider how future leaders can succeed while being their authentic selves and consistently developing BOSS AWARDS 2023 SHORTLIST: Brand Manufacturer of the Year: • 3M • BIC UK • Fellowes Brands • Reckitt Pro Solutions Business Leader of the Year: • Aidan McDonough, Integra Business Solutions • Graham Bourton, United UK • Michael Morgan, Morgan & Morgan • Jonathan Weiss, Reckitt Pro Solutions Campaign of the Year: • 3M – Post-it Brand Live Colourful Campaign • Stationery Supplies – National Stationery Week • OPI – Launch of Workplace360 • YPO – NSPCC campaign

their confidence. Attendees will also have the opportunity to participate in a series of skills-enhancing workshops. The BOSS Awards festivities will commence with a drinks reception, followed by dinner and then the big reveal, hosted by a leading personality. The night will culminate with a live band and dancing into the early hours with an afterparty in The Vault. Talking to Workplace360, BOSS CEO Amy Hutchinson said: “We were blown away by the number of entries received this year and thank all those who took the time to nominate others too. Our judges have commented on the calibre of entries in many categories, so it’s a massive congratulations to all those shortlisted.”

Diversity and Inclusion Award • 3M • Exertis Supplies • Lyreco UK & Ireland E-Business Award: • Durable UK • Don Ruffles Independent Retailer Award: • Creative Cove • JPS Stationers • Stationery Supplies • UOE New Product of the Year: • Beaverswood – Racksack Nano • BIC UK – Rocketbook • Exacompta Clairefontaine (ExaClair Limited) – Bee Blue Range • Newell Brands – LetraTag 200B • Reckitt Pro Solutions – Air Wick 24/7 Active Fresh

Dealer Excellence: Under £5 Million: • Don Ruffles • Go2 Group • Office Sense • Skylight Office Supplies • Supplies Web

Outstanding Team Effort of the Year: • Avery • Durable • EVO Group • JGBM • Office Power • United UK

Dealer Excellence: Over £5 Million: • ACS Group • Futurform • Langstane Press

Professional of the Year: • Chris Innes, United UK • Kelly Hilleard, BOSS Business Supplies Charity

WORKPLACE360 - OCTOBER/NOVEMBER 2023

• Richard Smithers, Victor Stationery • Ross Jones, Reckitt Pro Solutions • Sarah Laker, Stationery Supplies Rising Star of the Year: • Anish Parekh, Office Friendly • Alex Heaps, Nemo Office Club • Ben Sutton, Reckitt Pro Solutions • Jason Jones, Nestlé Professional • Lewis Evans, VOW Wholesale • Megan Firth, VOW Wholesale • Molly Clarke, Prima Software • Nicola Wethers, Victor Stationery Service Provider of the Year: • Dynamic Office Solutions • Haybrooke Associates • Office Friendly Dealer Association • Office Power • Prima Software Sustainable Leadership Award: • ACS Group • Exacompta Clairefontaine (ExaClair) • Lyreco UK & Ireland • Nestlé Professional • Red-Inc • Sinclairs Wholesaler of the Year: • Exertis Supplies • JGBM • VOW Wholesale Good luck to all those shortlisted!

CATEGORY FOCUS - OFFICE PRINTING

A balancing act It’s a mixed state of affairs in the printing category, with hybrid working accelerating its digital transformation while simultaneously reducing demand. By Kate Davies

n the aftermath of the pandemic, the print industry finds itself at a crossroads. The rise of hybrid working has presented a complex challenge for the sector, exacerbated by an economy constantly teetering on the edge of recession. From vendors to end users, the print sector faces relentless pressures. Print research firm Quocirca expects print volumes to reach 55% of pre-COVID levels by the end of 2023, representing a modest 4% rise from 2022. Naturally, dealers are seeking ways to counter falling sales. Yet, in this dynamic environment, relying solely on price competitiveness is a perilous path. Guy Gash, Business Development Manager for Managed Print at CTS Toner, underscores the futility of price-centric battles: “We’re operating in a difficult market, and we all know that trying to compete on price is a route to nowhere. Dealers always ask how cheap we can go and question whether it will increase their bottom line.”

61%

of ITDMs have had a printrelated data loss in the past year Source: Quocirca Print Security Landscape 2023

79% of ITDMs expect print security spend to increase in the next 12 months Source: Quocirca Print Security Landscape 2023

WORKPLACE360 - OCTOBER/NOVEMBER 2023

Static Control VP of Business Development for EMEA Steven Hole echoes Gash’s sentiments. “People are seeking ways to economise while still maintaining quality. This is where the aftermarket provides a real opportunity to gain new customers,” he notes. “Offering an alternative to OEM brands which can deliver optimal performance is one way that dealers can win new business, especially during a downturn in the economy.” SHIFTING WORKSPACES The Office for National Statistics reports that 44% of UK office workers now regularly work from home. Despite the recent headlines involving big tech companies demanding staff return to the office, enticing employees back to the workplace remains an uphill battle. A recent LinkedIn study found that over a third of the nation’s workers would consider quitting if their employer insisted on reducing their remote workdays.

CATEGORY FOCUS - OFFICE PRINTING The durability of this trend remains uncertain, hinging on corporate decisions regarding office returns. Nevertheless, the impact on office printing has been significant. Hole, for example, states that volumes have failed to return to pre-COVID figures and attributes it to more people having hybrid workspaces. According to Print-Rite Europe CEO Steve Weedon, hybrid working represents a paradigm shift for the print supplies industry, with a major deviation towards inkjet printing from laser, a readjustment from officebased MPS contracts to home inkjet use, and a surge in purchases made online. OT Group Head of MPS David Forshaw asserts the sector must embrace hybrid service options to stay relevant and sustain print volumes. He explains: “You can quickly become exposed if your only offering is a historic, fixed-term lease option with a strict service agreement. The requirement to have true flexibility in contracted devices is a must for some customers as they finalise their hybrid policies.” On the flip side, changing workspaces have also made printing more user friendly. Forshaw highlights the importance of ‘connected workflows’ enabling easy and secure access to electronic documents wherever employees are working. He adds: “There is a fundamental need to connect people through collaboration tools. A multifunctional device (MFD) and the services it offers sits nicely within this shift.” HEAD IN THE CLOUDS While technological advances have made printers more secure than ever with built-in security features, their use in home offices has heightened concerns about print security. As printers and MFDs act as endpoints, hackers can potentially access a company’s network. Quocirca’s Global Print Security Landscape 2023 study reveals that hybrid work has elevated the average cost of a print-related data breach to £743,000. Cloud printing can help mitigate some security concerns. As hybrid working gained traction, Quocirca predicted the ascent of cloud printing as companies sought technology to support this new work model. According to the research firm’s Cloud Print Services 2023 report, 31% of IT decision-makers (ITDMs) in the UK, France, Germany and the US currently manage printing mostly or entirely in the cloud, while 55% expect to do so by 2025. Regardless of the trajectory of hybrid working, cloud printing will continue to make advancements within the sector. Businesses which have adopted this model are reaping the rewards in terms of hardware, management and cost reductions. However, Quocirca found that despite agreeing there were many benefits to cloud printing, around 36% of surveyed ITDMs cited security as a “top barrier.” Kyocera Product Marketing Manager Trevor Maloney acknowledges the evolving cyber threats, which unsurprising means end users are eager to discuss the security of their print devices. To combat the risk, Kyocera is enhancing product security to safeguard against attacks. Its SRA3 devices, for example, have

Offering an alternative to OEM brands which can deliver optimal performance is one way that dealers can win new business passed a “rigorous” penetration testing protocol involving automated and manual cyberattacks on the device firmware and underlying operation system. These security measures are now being incorporated into more of its products. Canon UK & Ireland has observed a surge in requests from homeworking customers looking for devices that can be integrated into existing MPS setups. This keeps the printing system simple for IT teams to manage while maintaining the same user experience for the rest of the office. Canon UK & Ireland Workspace Portfolio Marketing Manager Richard Stewart notes: “Customers are increasingly realising the benefits of cloud-based MPS solutions, enabling them to print to remote shared devices – while ensuring all data remains secure and all print jobs are traceable across a distributed workforce.” The Global Print Security Landscape 2023 study reveals that MPS providers with security expertise are best positioned to provide strategic guidance to customers considering implementing a cloud print plan. “This is in line with a mounting concern regarding MPS data security,” observes Ian Silvester, Director of Product Management at MPS software supplier EKM Global. “Customers are demanding MPS solutions provide robust security features, including secure printing, authentication mechanisms, data encryption and compliance with data privacy regulations. These lead to opportunities in networking, software and encryption systems.” PRINT(ING)-AS-A-SERVICE Though available for several years, print-as-a-service (PaaS/PraaS) often takes a back seat to ‘traditional’ MPS. However, it is now gaining prominence as more SMEs seek ways to access the benefits of MPS.

WORKPLACE360 - OCTOBER/NOVEMBER 2023

CATEGORY FOCUS - OFFICE PRINTING

72% 50%

Source: Quocirca Future of Work 2025

IDC’s FutureScape: Worldwide Solutions Imaging, Printing & Document Solutions 2022 Predictions report anticipates that 60% of print will be delivered as part of a service by 2027. Some vendors and print providers have already seen the benefits of this burgeoning market. Brother UK, for instance, reported a record year for MPS, with the number of print devices under contract and pages printed through its MPS agreements increasing by 23% and 32%, respectively, in the 12 months ended 31 March 2023. The OEM attributes the demand surge to small resellers switching to offer PaaS to customers, with Brother providing the tools and training needed to sell contracts. Print industry solutions provider Haybrooke has witnessed positive progress in its print buying platform PDQ Print Hub, which enables users to source print from their own supply chains. A relatively recent addition to the company is its ‘printing-as-a-service’ portal, launched in January 2021. This one-stop shop is an endto-end procurement tool that supports dealers looking for the best deals when outsourcing printed products for customers. “With access to over 300 printers in the UK and 1,500 printing presses, it’s almost like a price comparison site with features purpose-built into the platform, such as displaying a printer’s logo and a five-star rating based on user feedback,” Haybrooke CEO John Roche told Workplace360. He adds: “Despite our customers buying for a company, we’re all consumers who recognise good trade experiences, so we’ve purposely engineered PaaS to be very user-friendly. “It works because clients have transparent access to the fulfiller network we use to deliver jobs to them. The customer also has free reign to communicate with the fulfillers to talk about the job at hand.” PaaS also adds significant efficiencies to the entire process, says Roche: “For example, all print jobs are itemised on a single monthly invoice, payments are prompt, and it introduces them to new customers.”

Print will decline, but it’s still big business 32

WORKPLACE360 - OCTOBER/NOVEMBER 2023

of office workers of ITDMs say print will be important by 2025

In August, Haybrooke launched a new pricing feature – RRP Insights – within its PDQ Print Hub and PaaS platforms. It uses data analysis to provide users with a comprehensive view of recommended selling prices. “The resulting aggregated market pricing data then provides information to resellers to enable them to set competitive and accurate prices and ensure they never undersell a print job,” explains Roche. In addition, he believes there are more opportunities for the site overseas that have not been tapped into yet, but “the initial goal is to expand the service on home territory in the UK”. GOOD TO BE GREEN Unsurprisingly, a vital avenue of diversification revolves around sustainability, with Quocirca reporting twothirds (66%) of office workers and ITDMs say it’s important for a print supplier to be a leader in this area. Some vendors have made significant changes to meet customers’ demands for sustainable services, mostly involving reductions in plastic consumption. Maloney reports that around 30% of the plastic components in Kyocera’s printers and MFDs are made from recycled materials. Additionally, 99% of the plastic parts used in the product range and 100% of those used in the toners are recyclable. “The new products we launch always have lower ‘typical electricity consumption’ values than the devices they supersede. Our SRA3 devices and other products in our range utilise toner with a drastically reduced melting temperature, which leads to less power consumption,” Maloney states. He says that business supplies dealers need to consider how they can contribute to establishing a cycle of sustainability when products reach their end of use. One method is ensuring cartridges can be properly recycled, which is an area Canon is also pursuing. The Canon cartridge recycling programme offers a free and environmentally responsible method to dispose of empty cartridges without resorting to landfill. According to the vendor’s 2023 Sustainability Report, it has achieved a cumulative improvement of 43% in the life cycle of products from development to recycling. In addition, since 2008, Canon has taken 44,343 tons of plastics from used products for recycling as raw materials, while another 35,216 tons of products and parts have been reused directly. Weedon says Print-Rite has invested in innovations to reduce the environmental impact of used cartridges. “Our bio-based cartridge technology uses 48% organic material in toner powder formulation and 57% bioplastic content to make the cartridge case. If it does end up in

CATEGORY FOCUS - OFFICE PRINTING

landfill, it’s in an environment where temperatures can reach 60°C and 90% humidity. In these conditions, the cartridge will decompose.” While the debate continues to rage about the reuse versus recycling of empty cartridges, keeping unused but viable printer consumables within the market is an additional sustainable option. Toner distribution firm The Jolly Savage (TJS) offers a buyback service for dealers to sell surplus ink and toner stock that may no longer be required as well as purchase OEM toners at a reduced price. “Cost-saving is our USP while sustainability is inherent in the business model,” explains company Director Leon Jolly. TJS has already partnered with Prima Software, Nemo Office Club and Office Friendly to provide dealers with access to around 14,000 items, with a wide variety of available models and grades. Furthermore, a specially-designed website features current stock levels and pricing, and dealers can order plain label drop ship direct to customers. For any cartridges that are not remarketed, TJS either reuses or recycles them as WEEE waste, operating on a zerolandfill policy. Kyocera’s Maloney believes dealers should focus on two important aspects of sustainability. The first is the circularity of print products by recycling those being replaced or upgraded. The second, he says, is checking

product offerings to ensure they are manufactured using environmentally friendly materials, produced under ethical conditions and shipped with minimal carbon impact. FUTURE-PROOFING While the print industry has branched out into new markets to weather the latest storm, the future remains uncertain. Further adjustments will be necessary to meet customer demands, but the sector has survived for many years for a reason – it’s resilient and flexible. Diversification has emerged as a lifeline for the category, with players seizing the opportunity to adapt and reshape revenue streams. Throughout the entire print channel, many operators have innovated themselves out of another tricky year by crafting offerings suitable for hybrid workers and by developing digital and sustainably-led solutions. Whether end users work from a traditional office, at home or a combination of both, print will continue to play a crucial role in daily business operations. CTS Toner’s Gash believes that although we’ll use print differently in 50 years and volumes may continue to erode, it will not disappear. Weedon concurs, adding: “Print will decline, but it’s still big business. We all depend on paper because it’s cheap, diverse and doesn’t need high-tech, expensive devices.”

WORKPLACE360 - OCTOBER/NOVEMBER 2023

TALKING POINT - NET ZERO

n 20 September, Prime Minister Rishi Sunak announced delays to several of the UK’s sustainability targets. These included – but were not limited to – moving back the ban on the sale of new petrol and diesel cars by five years to 2035, allowing new gas boilers to be installed in homes until 2025 – instead of phasing them out from 2026 – and scrapping requirements for landlords to upgrade the energy efficiency of their properties. The Prime Minister called the decisions a “recommitment” to the UK’s goal of achieving net zero by 2050, arguing the government’s plans would help the less well-off. Elsewhere, the announcement was criticised as a ‘U-turn’ or a ‘watering down’ and largely slammed by environmental groups. Steve Malkin, founder and CEO of apolitical organisation The Planet Mark, said the government’s move was “concerning” and a “seemingly cynical ploy to win over voters” that will leave many environmental stakeholders “frustrated and confused”. COMMON SENSE Elaborating further, he added: “However, many businesses, especially our members, are already choosing to cut carbon and go net zero regardless of political posturing. They recognise that climate action and sustainability is common sense, especially as their customers, such as larger listed companies and brands with global supply chains, make it a necessary requirement. This is perhaps something the government does not truly appreciate.” The Prime Minister’s announcement was seen by the BOSS Federation as an important enough current topic to add it to the agenda of its annual Members’ Day that took place in London on 12 October (for the

Rolling back the years The UK government has reneged on some key environmental targets – what will this mean for the business supplies industry?

WORKPLACE360 - OCTOBER/NOVEMBER 2023

full BOSS Members’ Day review, read A day to remember on page 38). New Chairperson Julie Hawley hosted a panel comprising three sustainability experts from the business products channel: Julie Hadley, CSR and Social Value Manager at EVO; Graham Craik, Pentel Director of Sales UK & Ireland and Chairman of the Writing Instruments Association; and Martin Eames, who chairs the BOSS Environmental Forum. Eames said he believed the announced measures themselves would not have a profound impact on the business environment, with the possible exception of companies already looking to switch their vehicle fleets to electric by the original 2030 timeframe. However, he expressed concern about how the government’s decision might be interpreted – including by users of business products – with the fear there could be less interest in improving products and services in an environmental and sustainable way. THE JURY IS OUT Eames referred to conversations he held last year with a number of London-based dealers in which they all said that sustainability came up in every single conversation they had with their customers. Now, following the government’s announcement, he believes “the jury is out” over whether we will see a drop in interest in businesses moving forward with environmental agendas. Craik emphasised the requirement for government legislation but stated the UK should not be acting alone. While certain markets readily promote sustainable mindsets, many are either on the fence or simply do not care. From a supplier’s perspective, there needs to be legislation on a European or even global level to help achieve critical mass in terms of production efficiencies. The panel then moved away from Sunak’s announcement and looked at the wider issues impacting sustainability initiatives in our sector. It was clear there is a lot of enthusiasm among stakeholders, particularly when it comes to a product’s eco-friendly attributes, but there is still much to do to achieve a level playing field and an agreed set of standards. It’s very much a work in progress.

THOUGHT LEADERSHIP - NECTERE

Today is yesterday’s tomorrow Unleashing the potential of AI in dealer strategies

Content sponsored by Nectere

n the swiftly evolving landscape of the modern business supplies world, small and mediumsized dealers face a revolutionary shift driven by the integration of artificial intelligence (AI) into marketing campaigns. As AI technologies continue to advance, dealers have the unprecedented opportunity to leverage these innovations. These can help gain competitive advantages and drive growth in ways previously unimaginable. Here, I will delve into the inventive strategies for dealers in this new AI era. This article will examine how businesses can harness the power of AI to enhance customer service, customise marketing efforts, streamline operational efficiency and navigate the challenges posed by this incredibly quickly changing terrain.

WORKPLACE360 - OCTOBER/NOVEMBER 2023

The personal touch One of the most impactful ways dealers may leverage AI is through personalised customer engagement. AI-powered analytics enable businesses to gather and decipher vast amounts of data, yielding valuable insights into buyer practices, preferences and trends. By understanding individual customer journeys, marketing campaigns can be tailored,

One of the most impactful ways dealers may leverage AI is through personalised customer engagement

THOUGHT LEADERSHIP - NECTERE delivering relevant content and experiences that deeply resonate with their target audience. This personalisation not only heightens client satisfaction but also bolsters conversion rates and cultivates loyalty. Precise targeting Predictive analytics, a subset of AI, empowers dealers to forecast future trends based on historical data. By dissecting consumer behaviour patterns, purchasing history and other pertinent data points, AI algorithms can predict buyer propensities and habits. Dealers can then refine marketing strategies by directing their activity towards the most promising segments, resulting in higher ROI and a more efficient allocation of available resources. 24/7 support AI-driven chatbots, although not universally embraced, possess the potential to revolutionise customer service, but they don’t come for free. These intelligent virtual assistants are available 24/7, providing instantaneous responses to inquiries and support needs. By integrating virtual agents into websites and messaging platforms, dealers can enhance client satisfaction, improve response times and free up human resources for more complex tasks. All this combined helps to reduce overheads. Furthermore, chatbots can collect valuable feedback, aiding dealers in enhancing product and service offerings in alignment with customer needs. Turbocharged content generation Producing compelling and relevant content is crucial for resellers to engage their target audience. AI-powered tools can significantly assist in subject matter creation by generating high-quality articles, videos and graphics. This not only saves time and resources but also ensures consistency and relevancy in the material produced. Dealers can then channel creative efforts towards refining these AIgenerated materials to coordinate with their messaging and values. Social media mastery AI-enabled social media tools furnish resellers with the ability to monitor and analyse these kinds of conversations, sentiments and trends. This insight enables businesses to adapt marketing proposals based on real-time feedback and emerging topics. Additionally, AI social media automation applications are able to schedule posts, track engagement metrics and even respond to customer inquiries, ensuring a consistent online presence while minimising manual effort.

SEO power play Search engine optimisation (SEO) fulfils a pivotal role in driving online visibility and organic traffic. AI processes scrutinise search trends, keyword data and competitive landscapes to recommend SEO approaches that boost online rankings. AI tools can also assist in augmenting website content, ensuring alignment with search engine algorithms and user preferences and ultimately driving more organic traffic to websites. Efficient data analysis The abundance of data available to businesses can be overwhelming. AI analytics applications simplify the process by automating data collection, cleansing and analysis. Dealers can extract actionable insights from this information, enabling informed decisions to be made and marketing promotions modified on the fly. This data-driven approach enhances efficiency and effectiveness in decision-making processes.

While AI offers numerous benefits, there are issues and ethical considerations to contend with Conquering challenges and ethical considerations While AI offers numerous benefits, there are issues and ethical considerations to contend with. Ensuring data privacy and security is vital, as dealers must handle client information responsibly. There is also need to strike a balance between AI-driven automation and maintaining a human touch in customer interactions. In this new era of AI, resellers have the transformative opportunity to redefine marketing plans and enhance their competitive edge. By embracing all of the above and addressing challenges head-on and responsibly, the power of AI can be harnessed to accelerate growth, innovation and success. As AI technologies keep evolving, dealers that adapt and innovate stand poised to thrive in the dynamic future of marketing. Intriguingly, AI developments seem to be accompanied by a government warning – does this mean we will look back fondly on yesterday as tomorrow presents such dangers as well as opportunities?

Steve Harrop is Head of Commercial at Nectere – a service bureau helping resellers deliver a strong sales platform

WORKPLACE360 - OCTOBER/NOVEMBER 2023

REVIEW - BOSS MEMBERS’ DAY

A day to remember BOSS members came together in the capital for a day of education and networking

bout 70 people from the business supplies industry attended the BOSS Members’ Day at the St Bride Foundation in London on 12 October. The day started with the AGM, headed by outgoing BOSS Chairman Simon Drakeford who also officially handed over the reins to his successor – Julie Hawley, Finance Director of YPO. CEO Amy Hutchinson then gave a summary of the key priorities the industry association has been working on over the past year – growing engagement and delivering value to its members, for instance. She also announced former EVO Group exec Debbie Nice as interim CEO of BOSS, effective 6 November, while she takes maternity leave, likely starting on 6 December. Before the educational part of the day kicked off, Philip Wesolowski, Managing Director of Staedtler and Trustee of the BOSS Business Supplies Charity (BBSC), stood in for BBSC Chair Martin Wilde to provide details on the charity’s work. LISTENING AND LEARNING It was then up to Jordan Rassas, Head of New Business at energy consultancy Inenco to give an update on the energy market, a topic important to everyone in the room. Offering some valuable insight into price movements over the years – including periods before the Ukraine vs Russia conflict began – the good news, he said, is that prices have peaked. He expects energy costs to average around the £100/MWh mark over the next five years – higher than the historic average, but considerably lower than the outrageous peaks we saw in 2022. Following on from Rassas’ cautiously optimistic outlook was a 100-mile-an-hour deep dive into the impact of AI on business as well as humanity. In his keynote, Dr Daniel Hulme, a true expert in this space, dazzled the audience with an extremely thoughtprovoking and slightly scary explanation of what AI actually means. His verdict? The human brain is weak

WORKPLACE360 - OCTOBER/NOVEMBER 2023

and human beings are poor at problem-solving – AI can help us make better decisions. As Hulme asserted: “Algorithms are the key differentiator in your business.” LACK OF EXECUTION After a much-needed coffee and a short break to process the sheer influx of information, the first of two industry panels delved into the topic of B2B e-commerce. With Drakeford opening the session by asking some questions to the audience, two things quickly became apparent: firstly, overall, there’s a low level of investment in e-commerce in the UK business supplies sector; secondly, it is almost non-existent among the manufacturing community which is typically not end-consumer facing.

Algorithms are the key differentiator in your business All the tools are there – sophisticated and in fact superior to many other industries, according to panellist and ES Tech Group Business Unit Leader Paddy Donnelly. The problem, he added, lies in the execution – there’s simply not enough focus on learning how to use them and on wholeheartedly embracing a different sales methodology. The final panel discussion, chaired by Hawley, covered the subject of sustainability, partially with the government’s recent U-turn on climate commitments in mind (for more on this subject, read Rolling back the years on page 34). Plenty of food for thought, much of which was digested and discussed over a fabulous lunch and afternoon networking session at the nearby Humble Grape wine bar and restaurant.

Demand for business and workplace supplies is currently subject to a dazzling array of forces: ongoing digitalisation, hybrid and agile working, sustainability and – of course – macroeconomic factors. What’s in store for the next five years? The Business & Workplace Supplies Industry To 2028 will be published in December 2023

The Business & Workplace Supplies Industry To 2028 by Martin Wilde Associates (MWA) and OPI

Key data from four core markets – the UK, France, Germany and the US l Expert commentary from senior executives in those markets l Opportunities for new products and services l Guidance on successful diversification l

Visit www.opi.net/2028report for more information and to order your copy – hurry to get the early bird rate of £750 before 31 October!

CATEGORY FOCUS - PAPER

Papering

over the cracks

After a few turbulent years, could the paper market finally be stabilising? By Michelle Sturman

he office paper market is continuing its transformative shift, driven by a confluence of factors. These include digitisation, sustainability concerns, supply chain challenges, inflation, soaring energy costs, fluctuating pulp prices, the conflict in Ukraine and evolving work patterns. In 2023, the paper sector faced a shaky start, with these aforementioned elements still exerting their influence, leading to an imbalanced supply and demand scenario and volatile pricing. Navigator Head of Brands João Escoval notes that uncoated woodfree operating rates have notably dipped below standard levels. However, distributor stock levels seem to be normalising. This suggests a potential uptick in demand for mills, although some producers may be facing razorthin profit margins per tonne manufactured.

Uncertainty still looms large due to the myriad of influences impacting the paper market 40

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Meanwhile, pulp prices have risen in China in recent months due to robust demand for the commodity. Despite this, Escoval anticipates that with the current cost trend and an expected equilibrium in supply and demand, paper pricing is likely to stabilise. CAUTIOUS OPTIMISM While some paper manufacturers remain circumspect about making projections in these challenging market conditions, others share a more optimistic outlook. According to Steve Carter, Managing Director at Advantia, pricing for cut sheet paper has recently declined as anticipated, and the consensus is that current pricing levels will plateau. The European market has experienced an influx of paper from Asian mills, yet demand in the Far East, particularly in China, has recently surged. This may lead mills to reconsider their export strategies to Europe. As winter approaches, there is concern, notes Carter, that cold weather could escalate costs for European mills, which have been operating at approximately 70% capacity of late. Uncertainty still looms large due to the myriad of influences impacting the paper market, making it difficult for manufacturers to align consumption with production. This situation is further exacerbated by the unknown reality of how much paper demand has permanently vanished. One reason – although by no means the only one – for waning paper sales can be attributed to the shift to hybrid and remote work. What is certain is that with fewer individuals occupying physical office spaces, the need for printing and photocopying has been reduced.

CATEGORY FOCUS - PAPER

Businesses are swiftly adopting digital workflows, leading to a reduced reliance on physical paper This change in work patterns has had a lasting effect on the office paper category, with demand remaining suppressed compared to pre-pandemic levels. On the other hand, as Escoval highlights, it opens up the market for home printing and different carton sizes. “Navigator already embraced that challenge with dedicated SKUs for this market, including Navigator Home Pack with 150 or 250 sheets in 80 gsm and Navigator On the Go – a pack with three reams (1,500 sheets),” he says. Furthermore, he points out that, according to a 2022 survey by Quocirca, fewer than 20% of MPS contracts include provisions for homeworking devices and services. This potentially represents an untapped market opportunity for those operating in this space. One of the most enduring trends reshaping the office paper market is the pace of digitisation which, by all accounts, recent paper shortages helped to accelerate. Businesses are swiftly adopting digital workflows, leading to a reduced reliance on physical paper. E-invoicing, electronic documentation and cloud-based collaboration tools are prompting many workplaces to strive for a ‘paperless’ environment. THE GREEN FACTOR Part of this pivotal shift in consumer preferences to paperless also centres around environmental concerns. As many in the paper industry caution, misleading claims regarding paper usage and its impact on trees are still prevalent. Escoval underscores the fact that the European pulp and paper industry is foremost a proponent of tree planting, with forests growing at a rate equivalent to 1,500 football fields per day from 2005 to 2020. “We all need to stop this type of greenwashing. Paper advocacy initiative Two Sides has been doing a fantastic job in this,” he adds. There is a discernible surge in interest in recycled and sustainably sourced products, with customers actively

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seeking paper with eco-friendly certifications such as PEFC and FSC. The climate crisis and the race to net zero have added an extra sustainability factor which Navigator, for example, is hitting head-on. The company recently added an 80 gsm Carbon Neutral to its Universal brand and is soon to launch a new SKU – the Navigator Eco-Netural 75 gsm, with its carbon footprint offset until it reaches the consumer. For dealers, it is crucial to be knowledgeable regarding the choice between recycled and virgin paper, the latter of which is a necessary component for recycled paper production. A reduction in virgin paper use translates into a decrease in the volume of paper entering the recycling process. Escoval further emphasises that virgin fibres can be recycled for more cycles, contributing to the manufacturing of higherquality recycled products. For end-users seeking tree-free alternatives, meanwhile, options such as bagasse, stone, kenaf, bamboo, agri-pulp and wheat straw are available, although dealers may need to explore various distributors to source these items. As with all products, it is imperative to look at environmental impacts such as carbon footprint and life cycle assessment to make informed decisions.

GOLDEN HARVEST

Taking its first shipment in October last year, CTS Wholesale is the UK’s sole distributor for Trident Group’s Spectra 80 gsm paper. This paper product offers a viable alternative to traditional woodbased paper by blending wheat straw with recycled wood pulp veneer chips. According to CTS Wholesale, Spectra is a highquality white paper specially crafted for highvolume, high-speed printing. The paper is composed of 100% waste product – 70% wheat straw and 30% wood pulp veneer chips, sourced from carpentry wood waste. During the production process, Trident abstains from directly harvesting trees, which the company says “conserves over 1.5 million trees annually based on the approximately 26 trees required to produce one tonne of wood-based paper compared to a mere 0.9 of a tree for the wheat straw variant”. In addition to its ecological merits, Spectra paper also champions the livelihoods of over 100,000 local Indian farmers, achieved through the direct purchase of agricultural waste. In a commitment to environmental responsibility, Trident Group has also planted one million trees on its premises and recycled eight trillion litres of water.

INSIGHT - TECHNOLOGY SOLUTIONS

g in

r e w s o s p e n m s i E us ht b sig in Elevating sales performance demands a wealth of data. Fortunately, technology solutions providers are more than ready to handle the heavy lifting

taying at the forefront of innovation is a colossal challenge, made even more daunting by the intricacies of integrating a wide range of back office systems and online platforms. Yet, in today’s fast-paced digital ecosystem and rapidly evolving e-commerce sphere, keeping pace with technological progress is not a choice, but an imperative. To thrive in this competitive landscape, securing access to cutting-edge ERP and CRM systems, robust cybersecurity protocols, state-of-the-art e-commerce platforms, as well as efficient invoicing and reporting tools, is paramount. However, realistically speaking, how many dealers possess the capacity, inclination, or resources to commit to this level of technological infrastructure? This is precisely where technology software providers play a pivotal role. Entrusting the experts who specialise in tailored solutions and are immersed in technology day in and day out, is nothing short of indispensable. They bring expertise that ensures dealers are not only up-todate but ahead of the curve.

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Calidore Computer Systems Kevin Cowell, Partner Gap analysis – an underused facility

In the realm of efficient back office systems, the data a dealer compiles about their clients stands as a cornerstone of their business. It encompasses vital details such as purchase history, frequency, volume, pricing, and ultimately, profitability. This wealth of information is readily accessible through various channels, be it a CRM system, standard order entries, or the creation of tailored pricing profiles and contracts. However, the continuous augmentation of this data is where it brings even greater rewards. Beyond knowing what clients buy, lies the ability to discern what it is they’re not buying. This distinction is critical as it enables sales and purchasing teams to bridge purchasing gaps to enhance overall sales performance. Calidore’s cutting-edge POWER-Gx suite offers this gap analysis capability, seamlessly connecting targeted promotional offerings to clients who have yet to engage with specific product categories. This functionality enables dealers to swiftly assemble marketing lists for email campaigns or call lists for telemarketing initiatives. Furthermore, a comprehensive standard report enables dealers to identify profitable categories and ascertain the buying patterns of any client. By employing year-over-year and/

INSIGHT - TECHNOLOGY SOLUTIONS

or month-to-month reporting, dealers can uncover fluctuations in product sales and identify seasonal trends. Delving deeper into customer review analysis, granular assessments of key clients can be conducted, considering metrics such as order size, line count, and average transaction value. Additional features encompass variables like the top 50 sellers per customer, ranked by sales value, quantity, and profit margins. These reports also offer a customer-facing version – with cost and profit details removed – tailored for presentations and contract reviews.

Delving deeper into customer review analysis, granular assessments of key clients can be conducted Through the careful collation and analysis of this data, dealers can orchestrate strategic promotional events, often in tandem with key supplier initiatives, to target specific buyers. This not only amplifies revenue but also solidifies customer relationships. Alternatively, dealers can opt to run specialised promotions for the identified gap categories through their webstore to broaden market reach. For more information on Calidore Computer Systems, visit: calidore.co.uk

ECI Software Solutions Kyle Churchill, E-commerce Marketing Director The expectations for B2B e-commerce

The requirements for e-commerce in the B2B world are increasing exponentially. They also come with unique challenges that technical solutions engineers at many dealers need to address to ensure the company’s robust growth and business success. This is in part because B2B transactions often involve complex processes, customised pricing, multiple stakeholders and various regulatory and compliance requirements. Finding and adapting an e-commerce platform capable of handling this level of complexity to meet specific business goals can be a formidable task. This is especially true when businesses already have established ERP and/or CRM systems in place. Integrating a new B2B e-commerce platform with existing systems can be an arduous endeavour. Factor in the need to maintain customer trust by ensuring the privacy and security of their data as it passes through the e-commerce process – from storage and transmission to multiple access – and the progression may experience delays.

Integrating a new B2B e-commerce platform with existing systems can be an arduous endeavour Nonetheless, this transition is imperative, and the sooner it is embraced, the better. Even an adopted e-commerce platform, if slow, poorly designed and difficult to navigate can deter prospective buyers. It may also dissuade others from engaging with the site in the first place. This underscores the critical importance for technical engineers to explore proven software like ECI Software Solutions’ flagship EvolutionX platform. It was purpose-built to reduce operational costs, boost productivity and profitability, and simplify business processes. Moreover, the exciting news of its integration with ECI’s Horizon ERP platform (read Maximising efficiency on page 16 for more details) will further empower small and mid-sized businesses to seamlessly manage information flows and real-time data from a single source, including accounts, users, addresses, cost centres, order history and live pricing. Effectively tackling these challenges demands a strategic approach, a commitment to technology investment, collaboration with experienced partners and ongoing monitoring of the evolving landscape of B2B e-commerce. For more information on ECI Software Solutions, visit: ecisolutions.com

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INSIGHT - TECHNOLOGY SOLUTIONS

systems. Nectere has the IT expertise for smooth integration to prevent a disjointed customer experience. Technology is on a super-fast development curve, which frankly scares all but the most ‘tech-savvy’ individuals. Encouraging partners to embrace new practices hinges on comprehensive support and training. This means recognising that we need to ‘human speak’ and train as much as possible because with success comes the need to upscale. As trends and data become changeable or more complex, the necessity for central support increases.

Without clarity and reasoning, data in a CRM solution risks resembling an old-style telephone list Nectere Steve Harrop, Head of Commercial CRM is a real asset, but do we get the most out of our tech?

CRM systems hold immense potential for dealer partners to elevate client engagement and cultivate lasting relationships while meeting core customers’ needs. Yet, dealers face distinct challenges in the implementation and maintenance of CRM strategies. Budget constraints coupled with limited financial and HR resources often hinder the pursuit of a centralised, cost-effective solution. Investing in CRM software and requisite training can strain budgets and put teams to the test. This is precisely why Nectere offers a complimentary CRM package as part of a whole support programme. What about customer data? It must be accurate and up to date. Inaccurate or incomplete data quality can result in missed opportunities and inefficient marketing campaigns. Correcting this can be a time-hungry exercise, emphasising the importance of regular data maintenance. Even with high-quality data, it remains the case that everyone has a different focus. So, it’s down to dealers to maximise the CRM benefits they want. There is often a fear factor, especially among smaller or more traditional partners regarding the seamless integration of CRM software with existing

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There’s a real need for a strategy when implementing systems, not only CRM. Without clarity and reasoning, data in a CRM solution risks resembling an old-style telephone list. So, while you can keep contact numbers on your mobile, it’s the data and tools that drive effective marketing. Data security is paramount. The continuing rise of cyberattacks necessitates robust measures to safeguard sensitive information. Data breaches can damage a company’s trust and reputation and lead to loss of business. To overcome these CRM engagement issues, Nectere believes that small businesses should explore costeffective and inclusive CRM platforms, adopt user training, ensure data accuracy and let someone else secure the integrity and safety of the data. With careful planning and commitment, dealer partners can harness the power of CRM to enhance customer engagement, foster loyalty and drive growth. Ultimately, however, it rests in the hands of the users and especially the quality of the data they input and maintain. For more information, visit: nectere.org

INSIGHT - TECHNOLOGY SOLUTIONS

Prima Software Ian Buckley, Managing Director Rob Harper, Marketing Director Maximising growth potential

In the pursuit of business growth, acquiring new clients is undeniably important. However, are dealers fully tapping into the latent potential within their existing customer base? Leveraging existing relationships to boost sales is a more streamlined and financially rewarding strategy compared to venturing into uncharted territories to win new accounts solely based on pricing. While the groundwork has already been laid through the establishment of these relationships, and delivery vans are already en route to their destinations, the true key lies in maximising the order value and basket size with each delivery. For Prima Software, an ERP system plays a pivotal role. It should provide crystal-clear, data-driven insights and highlight valuable opportunities, helping pinpoint gaps in customers’ spending profiles. Furthermore, it must stimulate the sales team to enlighten clients about comprehensive service offerings. Ultimately, transforming into a sole provider of business products offers tangible advantages to customers. It simplifies their experience, resulting in a single transaction, one delivery and a solitary invoice. In addition to optimising

these client relationships, an ERP system should play a central part in customer retention. It should have the capability to promptly identify and alert dealers to any declines in customer spending, enabling proactive steps to be taken in addressing potential issues. Furthermore, a system should offer flexible reporting options tailored to a customer’s specific requirements. This could include monthly spending reports by department or even reports on CO2 emissions, aiding buyers in achieving their sustainability goals.

An effective ERP system should present comprehensive data from a wide range of suppliers An intuitive online ordering platform is absolutely indispensable for effectively servicing customers effectively. It should provide a personalised ordering experience and empower them with self-service tools, including the ability to download invoices, review and confirm quotes, manage user accounts and access customised offers and promotions. An effective ERP system should present comprehensive data from a wide range of suppliers. This information empowers dealers to diversify their product offerings and enhance fulfilment while maintaining optimal profitability. For more information, visit: primasoftware.co.uk

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INSIGHT - TECHNOLOGY SOLUTIONS

Heart Systems Samantha Cox, Customer Relations & Marketing Data processing is the backbone of our industry

The office supplies industry, once characterised by a group of products such as pens, notebooks, and paper products, has undergone a significant transformation. As more traditional products now have technologybased alternatives, the demand for what once were considered core items has greatly reduced. In response, the industry has adjusted and diversified to become a comprehensive business supplies offering. This evolution has necessitated an expanded product offering and a more intricate supply chain, requiring vast amounts of data processing from back office systems and e-commerce providers.

With minimal infrastructure investment, even the most modest of enterprises can set up an online store As consumer preferences continue to evolve, the adaptability needed to meet these dynamic demands has positioned the business supplies industry as leaders in collating masses of product data, collaborating with multiple suppliers to create e-commerce webstores with fully integrated back office systems.

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This has had the effect of automating every facet of the process, from sales orders, pricing and purchasing to stock feeds, distribution, invoicing and accounting all the way through to reporting and analysis. Data processing plays a critical role in the world of e-commerce. In the highly competitive and rapidly evolving online purchasing landscape, businesses rely on data to gain insights, make informed decisions, and deliver a seamless shopping experience for customers. Heart Systems firmly believes that data processing forms the backbone of e-commerce, driving everything from personalised shopping experiences to providing data that can be analysed to create targeted promotions and tailored marketing campaigns. E-commerce platforms have made it easier than ever for small businesses to establish an online presence. With minimal infrastructure investment, even the most modest of enterprises can set up an online store, reaching potential customers far beyond their physical location. This increased accessibility levels the playing field, enabling SMBs to compete with larger, more established competitors. Heart Systems is continually developing additional ways to link data to a process so clients can have seamless integration across all the platforms they need to run their business. For more information on Heart Systems, visit: heartsystems.co.uk

INSIGHT - TECHNOLOGY SOLUTIONS

Office Power Michael Baker-Mosley, Marketing Director The integrating factor

Recent findings from a straw poll conducted among leading dealers in the North of England at the Office Power Dealer Growth Summit (read A catalyst for change on page 24 for the event report) have shed light on a prevalent issue: over half grapple with technology integrations.

such as poor staff adoption, unreliable data and a lack of agility in implementing changes were all cited as considerable issues. These complications extend beyond makeshift integrations to encompass frustrations with native integrations in CRM, marketing and back office tools. In contrast, Office Power partner dealers enjoy the benefits of a comprehensive e-commerce ERP solution that incorporates CRM and marketing tools within a single platform. Originally built by and for dealers, this technology offers tools and insights specifically designed to give users the control they need.

The primary issue lies in integrating data and systems into a cohesive tech stack that propels growth, rather than acting as a hindrance The primary issue lies in integrating data and systems into a cohesive tech stack that propels growth, rather than acting as a hindrance. Although that figure may seem surprisingly high, dealers face challenges across the board. Whether dealing with bespoke or native integrations, the complexity of managing multiple systems presents a significant hurdle. While the financial ramifications of nonfunctioning technology are concerning, the broader impact on a business is even more troubling. Factors

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With features covering a spectrum of functionalities from operations management, customer support, enterprise capabilities and commercial aspects to marketing, sales enablement, CRM, customer communications and trading and technology support, there’s no need for complex integrations or multiple data points between disparate systems. Everything operates in real-time, delivering a unified and comprehensive view of the customer. To register for the London Growth Summit, visit: https://meet.officepower.net/london-growth-summit

YOU ARE INVITED TO ENTER THE

EUROPEAN OFFICE PRODUCTS AWARDS 2024 Now in their 23rd year, the European Office Products Awards continue to recognise the most exceptional products, companies and people in the business and workplace supplies industry.

CALL FOR ENTRIES

ENTRIES ARE NOW BEING ACCEPTED IN THE FOLLOWING CATEGORIES: Business Product of the Year l Sustainability Excellence – Vendor and Reseller l Marketing Campaign of the Year l Initiative of the Year l Marketplace/Platform of the Year l

Vendor of the Year Reseller of the Year l Wholesaler of the Year l Young Executive of the Year l Executive of the Year l Industry Achievement l

FOR THE FULL CRITERIA, PLEASE VISIT WWW.OPI.NET/EOPA2024

HOW TO ENTER

Winning an award can make a real difference to your business, so be sure to get involved. Simply complete an entry form online at www.opi.net/EOPA2024 or email your nominations to awards@opi.net The closing date for entries is 13 November 2023

AWARDS PRESENTATION – MARK YOUR DIARY!

WINNERS WILL BE ANNOUNCED AT THE ANNUAL EOPA DINNER 12 MARCH 2024, HOTEL OKURA, AMSTERDAM

ORGANISED BY

BACKCHAT - KEELEY SHEPHERD

Developing highperformance teams Success in a business context involves the deliberate cultivation of a winning mindset

n the surface, a high-performing team constitutes a group of people with designated roles, complementary talents and skills, all aligned with a common purpose. It sounds simple enough. A fitting example of this is the 2022/23 Manchester City squad that clinched the treble. Led by Manager Pep Guardiola, he was – and still is – the conductor, driver, strategist and the person with the position, power and charisma to unify a bunch of talented individuals into a winning culture. Crucially, Guardiola prioritised his players over personal glory, offering the proper guidance and development to deliver the right results collectively. BUILD THE FOUNDATION How do we create this mindset within a business? It starts with understanding what you want the characteristics of your team to be. The fundamental attributes begin with honesty and establishing a mutual comprehension of each member’s achievable performance levels. Although not inherent, trust and respect must be earned. They are imperative and need to be embedded into the working environment, becoming an infectious habit without which a team can never fully succeed. Adaptability and agility to change in today’s fastpaced world are paramount. Market conditions vary, new employees may come and go, and competition may get stronger by bringing in people or untapped resources to fortify their operations. Consequently, it is necessary to discover and utilise each person’s strengths. A high-performing team is steered by a leader who recognises and discerns individual superpowers and plays to those capabilities, driving confidence and results. In tandem, there should be a well-defined development plan to target and improve weaknesses. Fostering a culture of personal excellence engenders a desire for accountability and for individuals to become the best version of themselves. Remember, behaviour breeds behaviour.

Keeley Shepherd is Key Account Manager, Consumer Business Group at 3M Northern Europe

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LEAD BY EXAMPLE Working with a sports psychologist a few years ago, I was asked to write a sentence with my left hand. Being right-handed, I struggled as the muscles in my hand were not used to this. Mostly, however, I was embarrassed by how untidy my writing was. As a leader, it is crucial to empathise with how people feel when they are given a task outside their comfort zone but also encourage practice and coaching to bolster confidence. Consistently ask your team if they feel listened to. Is the communication open enough that they are free to offer ideas that may benefit the team and drive the business forward? Ignoring this can massively hinder accomplishments. Simultaneously, enabling healthy conflict between members through constructively questioning each other drives better outcomes. In this scenario, everyone believes in one another. Diversity is critical as too much of the same can be dangerous and prohibit growth. If we all had an army of incredible salespeople, what would this look like, how would we defend the business, process the orders and collect the cash? Does the team understand each other’s roles and recognise that the top-performing salesperson’s delivery hinges on the support system from the other departments?

Diversity is critical as too much of the same can be dangerous and prohibit growth PULLING TOGETHER This leads perfectly to engagement. Ask yourself the following questions: Do individuals go above and beyond for the team win? Do they all pull together in the same direction to achieve the same goal? Do they have the pride, determination and commitment to play for the company badge? Does the group understand who is on the substitutes bench and is there a plan if someone is injured or off long-term sick? How quickly can they adapt and does this hamper achievement, or does a substitution change the game to deliver something of competitive benefit? Last but most certainly not least, how strong is the recruitment division? Do they recruit on demand, or are they proactively scouting the marketplace for positional talent to have on standby if a group member moves on to pastures new? A high-performance team thrives under astute leadership, transparency, adaptability and synergy and is crucial for sustained success.

EXPOSED! - KELLY HILLEARD

Favourite holiday so far? A trip to the Yukon in northwest Canada for its breathtaking scenery and mesmerising northern lights. The temperature plummeted to -34°C, the snow reached three feet high and we saw the lights for three consecutive nights. Snowmobiling through the countryside and across a frozen lake will never be forgotten.

Kelly Hilleard, I ions Manager, OP Finance & Operat ity ess Supplies Char n si u B S S O B r, ai h Vice C Who makes you laugh the most? This is undoubtedly my gorgeous and witty nine-yearold granddaughter. We have such fun in a way that you often didn’t get to with your children because you are too busy being a mother. I spoil her rotten and then send her back home. Tell us a secret that your work colleagues don’t know about you. One of my first jobs was as a mechanic for a garage on the A1 in Hatfield. Dad thought it was great but Mum decided it was no place for a girl. I often wonder if I should have been stronger and more like Laura Kennedy, founder of Spanners with Manners – London’s first all-female garage. Childhood nickname? Bish, from my maiden name Bishop. My best friend from school, Lucy Dymoke, still calls me this and it takes me back to the good old days.

What’s something you’ve done that no one would believe if you didn’t have proof? Speaking at the BOSS Awards and the BOSS Business Supplies Charity Patrons Dinner. It was way beyond my comfort zone and my kids can’t believe I did it. I don’t like being in the spotlight and to say I was nervous is an understatement. I suffered through them with shaking hands and a quivering voice. What’s something new in your life right now? Meditation. I recently injured my shoulder and it has been instrumental in reducing negative emotions, increasing my tolerance and patience, and providing a focus on something other than the pain. Who is the most famous person you’ve met? I’m not sure how you categorise who is the most famous, but I have met many renowned figures over the years. An unusual one is Michael Bublé. He’s such a showman, funny and very entertaining. One of my favourites, though, is opera singer Russell Watson. What was the last book you read? A Prayer for Owen Meany by John Irvine.

What’s your Sunday morning ritual? Being more of a spontaneous soul, I don’t strictly adhere to rituals. Nonetheless, I’m always up early to head to the yard to tend to our horse, Lucy. She doesn’t care what day it is or what the weather is doing. She wants breakfast, outdoor adventures and needs a fresh bed.

Proudest accomplishment? My children. I have four and they are all beautiful, clever, successful and pretty wellrounded individuals. The adage ‘behind every child who believes in themselves, there is a parent who believed in them first’ is so true. 54

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Name three items on your bucket list. Master a musical instrument. I would like to learn to play the saxophone. A cruise to Antarctica to see the glaciers, snow-covered land and amazing wildlife. My husband may need some convincing though! To live in another country for a period of time, ideally a place like Bordeaux in France. I want to immerse myself in the local culture and learn the language.

The BOSS Business Supplies Charity Patrons’ Dinner A special networking event to celebrate our industry’s support of the BBSC Guest Speaker

Jo Caulfield

described by The Observer as

“ONE OF THE FINEST FEMALE COMICS AT WORK” Stationers’ Hall, 8 February 2024 Drinks reception, 3-course meal, wine and entertainment.

Watch out for your invitation! For more details about the BOSS Charity’s Patron Scheme, please contact the charity’s Vice Chair, Kelly Hilleard, at Kelly@BOSSCharity.org. Tel: 07717 201821

Our 2023 Corporate Patrons are: Avery, BIC, Brother UK Ltd, Fellowes Brands, Highlands, OPI, OT Group, Pukka Pads, Ryman, SC Johnson Professional, Uni Mitsubishi Pencil Company, Viking Honorary Patron: BOSS Federation