Page 1

November 2021

Issue 315

inspiring success

Super Stores Find out how to maximise your webstore

ORIGINAL & GENUINE Why buying non-OEM consumables can be a false economy WORKSPACE SATISFACTION LEADS TO GREATER PRODUCTIVITY Survey reveals satisfaction is the key to productivity

SUSTAINABLE GROWTH Effectively communicating your sustainable credentials


inspiring success

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PHIL JONES

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OEMS AND MPS How are OEMS helping sell MPS? DRIVING CHANGE Inside the newly-launched Go2

EDUCATION

new products and category trends

2020 VISION New products and categories

inspiring success

IT PREDICTIONS FOR 2020 What to expect for the year ahead

PHIL JONES Brother UK’s MD talks learning and leadership

www.fellowes.com

MARKETING Why now is the time

0203 794 8555 info@intelligentmedia.co.uk [02] OCTOBER 2016

Issue 296

STEVE MCKEEVER

MARKETING

DRIVING CHANGE

2020 VISION

More Shredding. Zero Jamming.

February 2020

TRANSFORMING THE CHANNEL

IT PREDICTIONS

2020 VISION

inspiring success

Next Generation Shredders

ISSUE 296

January 2020

DEALER SUPPORT FEBRUARY 2020

Issue 294

DEALER SUPPORT JANUARY 2020

DEALER SUPPORT DECEMBER 2019

Decemebr 2019

www.dealersupport.co.uk

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Fellowes new LX Series micro-cut shredders are thoughtfully designed with patented IntelliBar™ responsive technology.

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DELIVERING WHAT’S BEEN PROMISED Steve McKeever’s advice for dealers BREAKING INTO EDUCATION Making your way in a lucrative sector


FROM THE EDITOR

Sales, sustainability, satisfaction October was a big month for business with the autumn budget being announced and the COP26 climate change conference imminent; the ramifications of both will have a direct and large impact on UK businesses. One business that is already focused on the aims of the latter is DEOS Group, which has invested in environmentally-friendly products and print solutions. MD Nick Munton explains how they developed carbon neutral printing and how there is a distinct generational customer demand for sustainable products. October was also a big month for us personally, here at Dealer Support, as we finally held our much-awaited Dealer Support Live event at the Coventry Building Society Arena on October 21. The day was a great success, and it was wonderful to see so many members of the office product industry in person again after such a long time! You can read our review of the day in this issue; a roundup of the Question Time session, which closed the day is coming in our December issue – something to look forward to! Talking of December…as we’re now in November, I think that gives us permission to discuss Christmas! The festive season can provide a boost to sales for dealers if they offer the right products and know how to market them well. We dive into how you can use sales incentives to give you that end of year sales growth. As well as growing sales through seasonal opportunities, we also take a look at how dealers can maximise their sales potential online. During the pandemic online sales grew by a massive 48%, and 50% of orders were placed via a mobile device. This huge growth in online retail presents a fruitful sales opportunity for those dealers who know how to capitalise on the online market. Growing your online presence is one way to increase your profits, and another way is by cutting your costs; however, the old adage of ‘penny wise, pound foolish’ needs to be borne in mind - we explore why trying to save money by buying non-OEM consumables for printers and copiers may be a false economy. A new survey carried out by Fellowes Brands has found that 89% of UK employees say satisfaction is important to them in the workplace, with 88% of them adding that it improves their productivity by more than 25%. We break this down and analyse the four core elements which can increase employee satisfaction. Hybrid working certainly improves job satisfaction for many people and we explore how this change in working culture has led to more collaborative working. Father P, however, hasn’t a clue whether people are gaining more satisfaction from working from home or being in the office. Amy Hutchinson closes this issue with her FINAL WORD on why you need to invest in your future workforce. As always, don’t forget to chat to us on Twitter and let us know your thoughts and opinions: @dealersupport. November 2021

Issue 315

inspiring success

Super Stores Find out how to maximise your webstore

ORIGINAL & GENUINE Why buying non-OEM consumables can be a false economy

WORKSPACE SATISFACTION LEADS TO GREATER PRODUCTIVITY Survey reveals satisfaction is the key to productivity

SUSTAINABLE GROWTH Effectively communicating your sustainable credentials

Ellie Potter Acting editor

ACTING EDITOR Ellie Potter

CREATIVE TEAM Amanda Lancaster

FEATURES EDITOR Dan Parton

DIRECTOR Vicki Baloch

HEAD OF SALES Matthew Moore hello@dealersupport.co.uk All email addresses are formatted firstname.lastname@intelligentmedia.co.uk

Dealer Support is the leading monthly publication for dealers in the business supplies industry. It provides information on the industry (both in the UK and overseas), information for and about the UK’s independent dealers, as well as information and advice on running a small business. The views expressed in this magazine are not necessarily the views of the publishers. Copyright of all the material published remains with Intelligent Media Solutions Limited. No part of this magazine may be reproduced, copied, stored in an electronic retrieval or transmitted, save with written permission or in accordance with provision of the copyright designs and patent act of 1988. Printed in the UK by Buxton Press www.buxtonpress.co.uk Annual subscriptions are available at a cost of £68.00 for UK and overseas by surface mail, £90.00 for airmail. Subscription enquiries should be sent to the address opposite

Intelligent Media Solutions We Work Building, 115 Mare Street, London, E8 4RU Tel: 0203 794 8555 Fax: 0203 794 8554 Email: info@intelligentmedia.co.uk Web: www.dealersupport.co.uk



NOVEMBER 2021

Contents INDUSTRY 06 NEWS AND VIEWS

The latest news and views from the industry

08 NEWS REPORT

Remote security top concern as hybrid working decentralises procurement

10 SUPER STORES

Providing the online experience customers want

16

14 XEROX – HELPING BUSINESS POWER A DISTRIBUTED WORKFORCE How Xerox can help hybrid working run smoothly

16 ORIGINAL & GENUINE

Why buying non-OEM consumables can be a false economy

20 WORKSPACE SATISFACTION LEADS TO GREATER PRODUCTIVITY Survey reveals satisfaction is the key to productivity

24 SMALL IS BEAUTIFUL

The new PFU (EMEA) Ltd scanner that is small, but mighty

38

DEALER SUCCESS 26 DEOS: INTERVIEW WITH NICK MUNTON Nick Munton explains how environmentally-friendly products can pay dividends

LEADERSHIP 31 CHRISTMAS BRINGS GLAD TIDINGS

The right products can equal a seasonal sales boost

34 DS LIVE - THE REVIEW

The return of Dealer Support Live

42 More and more businesses are waking up to the fact that online is super-critical,”

SALES SUCCESS 38 OFFICE COLLABORATION

Why collaboration presents opportunities for dealers

42 SUSTAINABLE GROWTH

Effectively communicating your sustainable credentials

LIVE IT 44 LIVE IT

Take a break and enjoy some lighthearted fun

46 FATHER P. CLIP

Is anyone really telling the truth about their preferred office location?

47 FINAL WORD

10

Invest in your future workforce


INDUSTRY

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

THE MONTH THAT WAS Exertis appoints IT director, service operations Exertis has appointed Cath O’Neill as

National ‘Keep It Local’ campaign reaches parliament

IT director, service operations. Cath will be responsible for the service desk, desktop services, infrastructure services and the implementation of ITIL standards across Exertis UK. She has more than 25 years’ experience of

The ‘Keep It Local’ campaign, launched by Nemo Office Club, is calling on

IT transformation and service delivery,

all SMEs to get behind the drive towards buying local following a series of

having restructured IT service teams

letters sent to PM Boris Johnson and then minister for the cabinet office, Michael Gove. The campaign has updated its www.keep-it-local.co.uk website to include

and embedded SLA management and ITIL processes.

a link to a template letter to send to MPs and, to make it easy to get involved,

Prior to joining Exertis, Cath worked

a link to help people find contact details for their local MPs. Since launching,

for the Odeon Cinema Group and

the letter has been downloaded more than 50 times, with site visitors also encouraged to share the message over social media. “It is important that we take the message to as wide an audience as

was responsible for all aspects of IT service delivery, keeping cinemas and

possible,” said MD Tim Beaumont. “I shared a letter we wrote to Boris

offices across the UK and Ireland fully

Johnson on LinkedIn and it very quickly received over 2,000 views. Not

operational and able to trade 24/7.

surprisingly we did not get a response from Boris Johnson - something to do

Cath will report to Liz Greenwood,

with Brexit, Afghanistan and the pandemic - but we are passionate about the

UK IT director, and will be based at

cause and so chose to follow-up with a second letter to Michael Gove.

Exertis’ National Distribution Centre

“At the time Mr Gove was minister for cabinet office, the position held by Matt Hancock when he declared government’s intention for £1 in every

in Burnley.

£3 of their procurement expenditure to be with SMEs by 2022; it seemed

“I am delighted to welcome Cath

appropriate that we enquired about an update on this and offered our help

to our UK IT team,” said Liz. “The

as a representative of over 300 SMEs within our group.”

business has experienced significant

Despite the lack of response from Johnson or Gove, the campaign has engaged with several MPs who have relayed the message that the campaign is being heard and the best thing to do is keep going and get more and

growth over the past couple of years and Cath will play a lead role

more businesses involved - hence the move to include all SMEs from across

in defining a number of upcoming

all industries.

IT projects.”

[06] NOVEMBER 2021

www.dealersupport.co.uk


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

INDUSTRY

Sale of parts of Office Depot Europe contract business to OT Group completed Office Depot has completed the sale of its larger mid-market, major and public sector contract customers in the UK and Ireland to OT Group Ltd. OT Group is part of Paragon Group and incorporates the OfficeTeam, OT Wholesale, Zen Office and Spicers Ireland businesses. The transaction includes Office Depot Europe’s UK and Ireland contract distribution centre in Ashton and associated colleagues, a dedicated sales and customer service team, and Vital Communications, Office Depot

ES Tech Group acquires Nexus Websites

Europe’s print, marketing and communications business. OT Group has also entered into a collaboration agreement with Office Depot Europe, servicing the international customers that will be transferred as part of the deal.

ES Tech Group, creators of the EvolutionX B2B eCommerce platform,

This transaction accelerates the strategic

has acquired Wigan-based Nexus Websites Ltd, a web development

transformation of Office Depot Europe to an

and design agency.

ecommerce-focused, omni-channel, business

“The design and user experience elements of a web platform are far too important now to outsource,” said Patrick Donnelly, CEO, ES Tech Group. “Customers make snap decisions on how your website looks and feels in

trading solely as Viking and paves the way for sale of the rest of the business to Raja. “This marks a further step in the

seconds. If you don’t pass that initial three-to-five second ‘gut check’, they most

strategic transformation of our business

likely won’t stick around long enough to find out about all your

that aligns perfectly with the sale of the

amazing features.

remaining core part of the business to

“We’ve been admirers of the incredible Nexus team for years - when

Raja,” said Raffael Reinhold, CEO of Office

the opportunity presented itself to bring their world class design and user

Depot Europe. “We are pleased that this

experience capabilities into the ES Tech Group family, we jumped on it straight

will provide continuity of service for our UK

away. ES Tech Group customers can expect to see us build new services and

and Ireland contract customers focused on

business models on the back of this acquisition that make world class design

bespoke solutions, and a bright future with

and user experience accessible to everyone.”

OT Group for our colleagues.”

Alex Induchny, of Nexus Websites, added: “After designing nearly 160

Andrew Jones, CEO of OT Group, added,

EvolutionX and Evolution legacy stores, this move was an absolute no-brainer

“Office Depot Europe will add a wealth of

for our team and customers. Even though we have always held a close working

experience and knowledge to our extended

relationship with ES Tech, to officially become part of the family is not only very

range of workplace solutions and business

exciting but should allow us to take our front-end design and development

services. This acquisition aligns with our

skills to the next level with greater access, knowledge and new tools at our

ambitious growth strategy, as well as our plans

disposal. We aim to continually build the best ecommerce websites, and we

to expand operations throughout Europe.”

believe EvolutionX has the potential to become a household name.”

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


INDUSTRY

THE MONTH THAT WAS

NEWS REPORT Remote security top concern as hybrid working decentralises procurement As hybrid working grows in the UK it can bring new security risks - which business owners and IT leads need to be aware of. Dealers can lead the way in ensuring the technology is secure

I

T heads say data leaks in the home

people working from home is ensuring that the technology

will cause the biggest security

connected to business systems is secure,” said Mike

headache over the next two years

Mulholland, head of services and solutions at Brother UK.

as hybrid working arrangements see

“This is part of a wider opportunity for the channel, as

employees buying and installing their

they help customers respond to new challenges from the

own technology, according to new

workforce becoming more dispersed by providing new

research by Brother UK. More than a third (34%) of respondents cited the issue as

solutions and services. “It’s important that suppliers consult with clients on

their top concern as more decentralised purchasing decisions

balancing the efficiencies gained from decentralised

for devices such as laptops, printers and scanners are creating

procurement against the security and integration that’s

more data vulnerabilities. The research, which surveyed 500 IT

more assured from centralised decision-making. Helping

leads working for UK businesses, found that just 13% expect

customers to build lists of approved technology for

employees to be in the office full-time over the next two

employees to procure from may pay dividends in

years. Other top concerns included data security in

productivity and security benefits.

the office (27%), network security for remote workers (13%) and accountability (12%). Work to minimise security risks was signalled by 23% of

“It will also be important for IT vendors and partners to highlight when managed services can offer the best outcomes for businesses. Managed print services, for

respondents anticipating that office technology would be

example, give IT managers full oversight of print fleets

centrally procured with employees purchasing home tech

wherever they may be, enabling them to manage security

from approved supplier lists over the next two years - up

settings, firmware updates, and diagnostics from afar.”

from 19% which currently have this procurement model.

MANAGING SECURITY TOP PRIORITY

Overall, the research found security to be the top priority for

However, 11% of IT leads said they expect all office and home

IT heads, with 63% viewing the issue as ‘very important’ over

technology to be procured by employees on their own over

the next two years, compared to 52% who cited productivity,

the same period, compared to just 5% currently operating in

50% said cost-efficiency and 48% said sustainability.

this way, This could signal some additional challenges for security in the future. “The immediate challenge for IT leads in managing

[08] NOVEMBER 2021

www.dealersupport.co.uk

Meanwhile, 49% link IT security with business resilience, and 66% said they are currently working towards improving their IT security to underpin resilience.


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INDUSTRY

WEBSTORES

Super Stores

The pandemic demonstrated that webstores are essential for dealers but, in order to maximise their potential, they must provide the experience that customers are looking for

D

uring the pandemic online sales grew

be wowed by the look and feel of it - and they need to

by 48% as many shops had to close,

find what they are looking for quickly, and have enough

and 50% of orders were placed via a

information on the page to hit ‘buy.’

mobile device. For dealers too, many sales switched overnight to online;

“If the customer can’t logon to the webstore, or if there is a problem, or if when they do a search it takes

those with a professional, responsive, mobile-optimised

10 seconds, that is not a good experience for an existing

ecommerce website, along with a relevant product offering

customer or, worse, a new or potential customer.”

and the flexibility to cater for the rise in homeworking, had a distinct advantage over their rivals. “More and more businesses are waking up to the fact

Of course, it is also important how the webstore looks. It needs to be eye-catching when it goes live, and this needs to be kept up throughout the duration of the

that online is super-critical,” says Steve Bilton, managing

webstore’s life, Steve adds. “It needs to have the tools for

director of FusionPlus Data. “We are having conversations

the dealer – if they have the skills – to constantly innovate

now with dealers who were totally anti-ecommerce three-

on the look and feel of the site. Or the dealer needs to

to-four years ago but now have realised its value. It should

have a relationship with an organisation that can do that

be the most powerful sales tool they have, along with their

for them.

sales team.”

“In addition, it should not just be beautiful on the

For Steve, there are several crucial aspects that dealers

customer’s laptop, but also on their tablet and mobile too.

must focus on if their ecommerce solution is to deliver

Customers research products on their ‘phones in their

the revenue that owners might hope for. “Speed and

lunchbreaks, so that mobile experience needs to have the

reliability are the foundation of a webstore experience,” he

full fidelity of the main store, meaning they can place an

says. “The customer needs to be able to log on - ideally

order, download statements etc.”

[10] NOVEMBER 2021

www.dealersupport.co.uk


WEBSTORES

INDUSTRY

CONTENT IS KING

and more suppliers are seeing the value in providing the

But it doesn’t matter how good the website looks, or

software houses with stock availability feeds. Customers

how fast it is, if the product content within it isn’t of a

can search through the catalogues online, but they only

high quality customers won’t be able to find what they

want to order something they can get, so stock availability

are looking for or have the confidence to push the buy

feeds are really important,” Steve says.

button, warns Steve. “High quality product content helps customers to achieve a more accurate search as they will

BACK OFFICE INTEGRATION

be able to filter down by things like colour or size to find

Another crucial consideration for dealers is integrating their webstore with a back office system, says Clare ffolkes from Advantia. “An ecommerce website cannot operate in isolation,” she says. “To be truly effective, it

Speed and reliability are the foundation of a webstore experience

needs to be integrated with a full back office system and incorporate dynamic marketing functions. This ensures that, irrespective of how the customer interacts with the dealer, they experience consistency - and it allows dealers to reinforce brand awareness, build trust and loyalty, and tailor communications to known customer behaviours.”

what they want,” he says. “Having complete content for

Dani Attard from Comgen explains that Advantia and

each individual product is also vital to give customers the

Comgem have been developing a new, fully–integrated,

information they need to buy with confidence.

cloud-based solution, designed to overcome the

“It needs accurate descriptions, bullet points that

challenges of new ways of working and provide dealers

highlight the key points of the product, good quality

with a cost-effective platform to grow and build their

images that show the product, product attributes that can

business. “Benefits of this solution include streamlining

be easily read and a video showing someone operating

operations, avoiding duplication of effort, and creating

the product. Video is becoming more important, especially

targeted communications based on real-time customer

among the younger generation. Ideally, for technical

data,” she says.

or chemical products, you also need the supporting documentation.” Steve continues that, as most dealers operate B2B,

“Our all-in-one platform enables dealers to develop long-term customer relationships and offer more personalised on and offline shopping experiences, akin to

there is other must-have functionality required, such as

leading online players, while building upon that friendly

procurement. “There are customers with cost centres, or

local presence that many customers value and trust.”

that have multi-level authorisation requirements – so the

Andrew Long, customer care consultant at Prima

person who places the order, it might be a requisition

Software, agrees that dealers need a webstore that is fully

that gets pushed up to his/her boss who has to authorise

integrated with their back office system. “Resellers need

it, and that could also go up to the FD. This is all about

a webstore that can be managed centrally via their back

giving the dealer the ability to promote how they can help

office system so that customer accounts, product data,

an organisation to control their spend.”

catalogues and pricing can all be managed without the

Another facet of webstores that is becoming increasingly significant is stock availability data. “More

need for manual intervention by the reseller to duplicate their work,” he says. “Not only does this reduce the

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


INDUSTRY

WEBSTORES

workload for the reseller, but customers can also access

marketing materials through this marketplace and their

up-to-date and accurate information at any time of day

webstores, resellers can offer a professional, efficient and

when browsing the webstore.”

relevant browsing experience that will keep and build upon existing client bases.”

RELEVANCY IS KEY When a customer lands on a webstore, relevancy is

MARKETING

key, Andrew adds. “Customers want to see current

Ben Jarvis, product manager at ECI Software Solutions,

product trends that are appropriate for them,” he says.

believes that how dealers’ webshops appear on screen is

“The resellers who thrive are the ones who adapt to the

crucial. “This includes the ability to display products where

demands of the market, and an intuitive webstore is at the

they want on the page, as well as easy customisation of the

forefront of this. With the integration of orderpads and

homepage and the ability to upload offers or deals.”

contracts, resellers can use their webstores to promote

He adds that it is important that dealers can market

customer-specific products through product lists, banners

their ecommerce store effectively to ensure they reach the

and advertisements that can be updated and interchanged

target market. “By integrating their ecommerce software

and be visible to the customer in a matter of minutes.

and CRM system, dealers can offer more personalised

“Taking advantage of integrated Punchouts such as

customer journeys,” he says. “The ability to remember

SAP Ariba and Proactis grants resellers access even larger

past orders and save shopping carts is now deemed

client bases, attracting more business and maximising

essential, with customers increasingly time-poor and

revenue through PrimaGo webstores. The addition of

seeking efficient and streamlined service.

a managed, and regularly updated, catalogue service

“It’s becoming increasingly common for dealers to have

provides resellers with regular and consistent updates to

electronic data interchange (EDI) systems in place, which

quality, attributed product data.

can import data from suppliers and change the way orders

“Suppliers can access this marketplace to submit

are processed and handled. Since integrating an EDI

their own marketing content for use by resellers. By using

system, many customers have reported a performance

features such as vouchers, reward points and dynamic

uplift, with day-to-day processes far more efficient.”

Video is becoming more important, especially among the younger generation

[12] NOVEMBER 2021

www.dealersupport.co.uk


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INDUSTRY

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[14] NOVEMBER 2021

www.dealersupport.co.uk

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INDUSTRY

OEM CONSUMABLES

Original& genuine

With many office-based businesses taking a careful look at costs, it can be tempting to save money and buy non-OEM consumables for printers and copiers - but this could be a false economy

A

s more people return to the

intended for to offer users the best performance from

office after the end of lockdown

their printers – the key selling point for dealers when

restrictions, traditional office

speaking to customers,” she says.

expenses, such as consumables for

“Compatibles have a lower face value cost but

printers and copiers, are on the rise

genuine supplies last longer, need replacing less often

again. With many businesses in a range of sectors still

and offer a lower total cost of ownership; they also

recovering from the financial effects of the pandemic,

produce far superior print yields. Independent testing

keeping costs down is critical. With this in mind,

of Brother Genuine supplies showed that they deliver

some office managers may look to buy non-branded

57% more pages than non-genuine cartridges, which is

consumables, rather than ones from the original

helping to keep workers printing and more productive.

equipment manufacturer (OEM). However, as Louise Unsworth, business unit

“Non-genuine toners were also shown to impact drum yield, leading to more productivity-sapping

manager at Brother UK, explains, this could prove to

breakdowns. Fewer drum changes means that Brother

be a false economy and there are very good reasons

Genuine supplies are more sustainable, because not

for purchasing OEM consumables. “OEM consumables

only are fewer cartridges thrown away, but fewer need

are designed specifically for the machines they are

to be produced.

[16] NOVEMBER 2021

www.dealersupport.co.uk


OEM CONSUMABLES

INDUSTRY

“Reliability and security are key factors when it comes to making decisions on what consumables to buy. Brother Genuine supplies for our SMB range are Smithers PIRA accredited, which means that they’re guaranteed to be tamper-proof and guarantee that independent testing has been conducted against known methods used by criminals to commit fraud.”

Reliability and security are key factors when it comes to making decisions on what consumables to buy

ADVICE Louise adds that dealers should be careful in the advice they give to customers on buying OEM consumables.

supplies individually. “MPS monitors usage round

“While it’s vital to support a business in optimising its

the clock and orders supplies automatically to make

expenditure, this shouldn’t come at the expense of

sure businesses never run out of ink or toner. This

reliable, secure and sustainable solutions that can help

reduces downtime and cuts out the hassle of ordering

a firm boost its productivity,” she says. “Dealers have

consumables and, combined with their quality, gives

a significant opportunity to support their customers

customers peace of mind in their print function.”

in creating more resilient and productive tech infrastructure as they adapt to the new world of work,

SUSTAINABILITY

and consumables should play an important part in

Michele Mabilia, head of product marketing at

those conversations. They can also help their customers

Kyocera Document Solutions (U.K.) Ltd, agrees that,

have a positive impact on the environment, with our

when choosing managed print contracts, it is key to

Welsh factory ensuring that there is zero waste to

consider not just the price, but additional important

landfill and making the cartridges carbon neutral.”

aspects such as quality and sustainability. “A recent

Louise points out that the advantages that OEM

comparative test we carried out shows how original

consumables deliver are part of what makes managed

manufacturer toners consistently reach 100% of the

print services (MPS) preferable to procuring tech and

indicated yield, while compatibles, on average,

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


INDUSTRY

OEM CONSUMABLES

“At Epson we ensure that the entire lifecycle of our products is focused on being as sustainable as possible,

COP26 must act as a reminder that we all have a role to play in tackling climate change

and we endeavour to align with the UN’s sustainability development goals which are intrinsic to our different functions and practices in the UK and around the world. “This level of ‘lifecycle thinking’ impacts the materials we use, how they are produced, how they are transported and, ultimately, how they can be reused. In

reached only 80%,” he says. “Non-original toners can cause damages to the fuser and invalidate the manufacturer’s warranty too.” Michele adds that the company also offers a returns service for all used, genuine Kyocera toner cartridges, which are then recycled – something other OEMs offer too. “This means empty toners don’t go to landfill; they are used to produce brand new materials for a variety of products.” Boris Manev, head of sustainability and government affairs at Epson Europe, also believes that print quality and sustainability of consumables are important considerations when buying. “Eco efficiency is one of the most important reasons why dealers should make sure they’re selling original consumables,” he says.

[18] NOVEMBER 2021

www.dealersupport.co.uk

the case of ink cartridges, the key consideration begins with a production process focused on global warming prevention, continues with the elimination of emissions and the control of chemical substances, and ends with a collection system that ensures the safe return of empty cartridges to Epson. “Conversely, non-genuine cartridges are predominantly manufactured in areas of the globe with some of the highest carbon footprints in the manufacturing world, and are often imported into Europe with no collection or recycling schemes in place. COP26 must act as a reminder that we all have a role to play in tackling climate change, and if dealers are to play their increasingly important part then they must consider carefully the eco credentials of the consumables they sell.”


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INDUSTRY

W O R K S PA C E S AT I S FA C T I O N

Workspace satisfaction leads to greater productivity A new survey of European workers has found that satisfaction in their workspace leads to greater productivity

M

ick Jagger, frontman of the Rolling

office. Moreover, 88% of UK employees say satisfaction

Stones, famously sang about how he

improves their productivity by more than 25%.

couldn’t ‘get no satisfaction’ in his

Additional social media sentiment analysis

life. If the same is true of employees

conducted by Fellowes Brands backs up the survey

and their workspaces, chances are

results; it found that there were 1.9 million mentions of

they aren’t going to be as productive as they could be,

workspace satisfaction in the past 12 months, up from

according to the results of a new survey of more than

1.5 million mentions in the previous year. Following a

6,000 employees across Europe – including 1,000 from

period where many Britons spent a year working almost

the UK – carried out by Fellowes Brands.

exclusively from home, Fellowes Brands’ survey found

It found that 91% of all European employees, and

that 36% of UK employees who work from home say

89% of UK employees, say satisfaction is important to

they feel more productive in the office, and 29% say

them in their workspaces, regardless of whether their

they feel more productive when working in the new

working location is the corporate office or the home

‘hybrid’ working environment.

[20] NOVEMBER 2021

www.dealersupport.co.uk


W O R K S PA C E S AT I S FA C T I O N

FOUR CORE ELEMENTS

environment, including a suitable desk,

80%

The survey also revealed interesting commonalities between employees in France, Germany, the Netherlands,

of UK employees say

Poland and Spain, as well as the UK. In

it is important to their

comparing results from the European

INDUSTRY

productivity that their

countries, the data paints a picture of

employer invests in

chair and monitor at eye level is important to their productivity. ●

80% of UK employees say it is important

to their productivity that their employer invests in ergonomics.

ergonomics

four ‘core elements’ that make up workspace satisfaction - clean environment, healthy workspace, secure environment and tidiness/organisation.

SECURE ENVIRONMENT • 66% of all European employees agree that being able to dispose of confidential or sensitive documents securely gives them satisfaction.

CLEAN ENVIRONMENT • 77% of UK employees say it is important for an employer to invest in clean, healthy air (e.g.

• 74% of UK employees say it is important that an employer invests in equipment to shred sensitive documents.

using air purifiers) to facilitate productivity in their workspaces. • 54% of all European employees surveyed said that

TIDINESS AND ORGANISATION • 81% of UK employees say

a well-ventilated space is the top ‘smell’ that gives

having a clean, healthy

them satisfaction in their workspace.

workspace is important to

• 33% of UK employees say they find breathing cleaner, healthier air satisfying at work.

their productivity. • 77% of UK employees

81%

of UK employees say

having a clean, healthy

HEALTHY WORKSPACE

say it is important that

workspace is important

• 83% of all European employees – and 81% of

an employer invests in

to their productivity

UK employees – say having a good ergonomic

the effective storage and

www.dealersupport.co.uk NOVEMBER 2021 [21]


INDUSTRY

W O R K S PA C E S AT I S FA C T I O N

organisation solutions they need to be

to notice is that the most productive people

79%

productive at the office. • 79% of UK employees say having

all seem to have one commonality satisfaction. To successfully transition

access to the equipment they

of UK employees say having

to this exciting hybrid working future,

need, such as an extra monitor

access to the equipment they

employers must implement practical

to view large documents, is

need, such as an extra monitor

important to their productivity.

to view large documents, is important to their

• 73% of UK employees and 69% of all

productivity

European employees say it is important that an employer invests in equipment

strategies that allow their employees to be satisfied with the setup within the corporate office, as well as within their

home working environment. “Having employees who are well-equipped -

to produce the high quality presentations and

and thus satisfied with their working conditions in

documents, including laminators and binders, which

both locations - will lead to outcomes of

they need to be productive at the office.

higher productivity.”

A theme running throughout the four core elements

Fellowes Brands UK marketing manager, Jeremy

points to the need for employers to ensure the correct

Cooper, agrees. “The modern workspace is rapidly

equipment is provided in the hybrid workspace:

evolving, and with that comes a change in the tools that

• 50% of all European employees said it positively

employees need to be successful and productive in their

impacts their productivity when they are satisfied

work. As employers begin to design new hybrid ways

with their working set-up.

of working, ensuring that they outfit their employees

• 36% of all European employees prefer to have a

for both corporate and home office working will be

hybrid working option, versus 24% who prefer to

key. “Employers must ensure that their employees’

work solely from home.

workstations are optimised for each of the Four Core Elements of Workspace Satisfaction. Doing so will keep

HYBRID FUTURE “The future of work is hybrid,” says productivity

employees safe, satisfied and productive. “At Fellowes Brands, we

expert Martin Geiger, who authored Fellowes Brands’

understand that hybrid

whitepaper on the results of the survey. “No longer is

working is the future,

working solely relegated to the company office; the

and have built our

modern workspace now involves employees splitting a

hybrid workspace

portion of their time working from within the corporate

tools to meet the

office, and a portion working from the home office.

demands of this future,

“Throughout my career working with some of

ensuring productivity for

the world’s biggest companies, one thing I’ve come

[22] NOVEMBER 2021

www.dealersupport.co.uk

the long-term.”

73%

73% of UK employees say it is important that an employer invests in equipment to produce high quality presentations and documents, including laminators and binders


Work Better. When something just does exactly as it’s supposed to do, perfect f ly fect l . When you cant perfectly. can’t quite explain it, but you know w it ffeels good. That’s what Fellowes creates. That’s workspace satisfaction. f faction.

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INDUSTRY

SPONSORED

Small is beautiful F

For home and hybrid workers, space matters - but so does working as efficiently as possible. A new personal scanner from PFU (EMEA) Ltd ensures employees can work efficiently in a small space

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Another significant feature of the

Scanners, especially those with the

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ScanSnap iX1300 is the efficiency it brings

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warm up – it’s ready to scan at 30 pages

drawers and trays are considered, which

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This can present a problem for

[24] NOVEMBER 2021

www.dealersupport.co.uk

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SPONSORED

INDUSTRY

anything from single sheets to small receipts

giving purchasers extra peace of mind.

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“Today’s workforce must be adaptable,”

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Today’s workforce must be adaptable

KEEP IT SIMPLE

says Hiroaki Kashiwagi, president and CEO of PFU (EMEA) Ltd. “Employees, business owners and entrepreneurs often work from multiple locations, and they expect their IT to be just as flexible. “Thanks to its tiny operational

As with all the devices in the range, the

footprint, and time-saving innovations,

ScanSnap iX1300 is simple and easy to

the ScanSnap iX1300 offers a practical

use; there are no complex settings or

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means for today’s worker to make paper

TWAIN protocols to deal with; users just

office and on the move. Users can

work wherever they choose to make

need to be able to press a button.

connect via WiFI to scan documents

their office.”

ScanSnap Home software is

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The ScanSnap iX1300 is the small scanner that has a big impact on

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clutter is kept to a minimum - vital for

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making managing scanned files simple

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classification according to document

the end of the working day. This enables

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type, image optimisation and final

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file distribution, to assisting users to

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www.dealersupport.co.uk NOVEMBER 2021 [25]

Join Fujitsu’s Imaging Channel Program and gain access to a wealth of sales enablement tools to help you understand and position the


DEALER SUCCESS

DEOS GROUP

DEOS: interview with Nick Munton DEOS Group’s investments in acquisitions and environmentally-friendly products and print solutions is paying dividends, as NICK MUNTON explains

A

cquiring another

company’s acquisition of Port Solent-based

business can be hard

managed print solutions provider Redshank

stages that Nick and his team met up with

enough at the best of

through lockdown.

their counterparts at Redshank. “We visited

times, but doing this

“It wasn’t your normal kind of

their office on the day we paid the money,

acquisition,” says Nick. “The first bit was

and they visited our office about two days

with social restrictions in full effect, takes

all done by emails, ‘phone and Zoom calls.

before that to thrash out the deal,” he says.

things to a whole new level of difficulty.

In normal acquisitions, there are tons of

Nick points out that the company didn’t

Such circumstances might put off some

meetings with solicitors and accountants

skimp on critical parts of the process, such as

businesses, but not Nick Munton, managing

around tables and you like to see the whites

due diligence, and the deal has turned out to

director of DEOS Group, who steered the

of people’s eyes.”

be successful as a result. “We have integrated

[26] NOVEMBER 2021

during a pandemic,

It was only when the deal got to the final

www.dealersupport.co.uk


DEOS GROUP

the business well and it has given us access to

printing. We wanted to see what we could do

HP products,” he says. “We must thank the

to reduce the environmental imprint when

guys at Redshank for their continuing help

people bought copiers and printers; with the

and support over the first few months; they

help of Lexmark as one of our key partners

have looked after their customers very well and

we have made great steps with that.”

there have been a lot of contract renewals.” Redshank adds to DEOS Group’s

There are numerous differences between carbon neutral and traditional print

managed print solutions business, which has

solutions. “Without giving away every trade

been growing strongly in recent years thanks

secret, an obvious one is the collection,

to its carbon neutral printing offer, which

recycling and remanufacturing of toners,”

was launched in 2016.

Nick says. “Something like 80-85% of all toner cartridges in the UK end up in landfill

CARBON NEUTRAL PRINTING Nick has long had an interest in

- and that is diabolical. “We also include paper in our service

DEALER SUCCESS

With new equipment, there is better quality but also a compelling financial analysis just on the energy usage too

those out together.” Another factor is that the technology behind copiers and printers has advanced

environmentally-friendly office solutions,

contract, which means we get to choose

significantly in the past five years in terms

with the DEOS Group, having established

the paper and ensure it is carbon offset so

of using less energy, Nick says. “Modern

The Green Office more than a decade ago.

customers make a good choice there. It

devices tend to use massively reduced levels

“The clue is in the title - an alternative

also allows us to consolidate our deliveries

of energy to produce a page compared to

green solution for every office product,

because, when someone requires toner, they

older models and they sit in standby mode

where possible,” he says. “We took this a

almost always require paper too - as we have

at a far lower constant use of energy and so

step further in 2016 with carbon neutral

our own vans and deliveries, we can send

don’t require a huge fire-up just to print off one

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


DEALER SUCCESS

DEOS GROUP

page. A great deal of printing is one-offs and

“More businesses have CSR and

every time an older device fires up just for that

environmental policies, and they are looking

page, the energy use can be quite significant.

to improve their own operations where they

“We recently replaced 55 devices at a

can; lessening their environmental impact

school and part of the financial analysis

and carbon neutral printing has worked well

was the savings made on electrical usage.

for us in that way.”

The school was keen on the green side, but

It is only going to get more important

Modern devices tend to use massively reduced levels of energy to produce a page compared to older models

when they looked at the energy, they saw a

in the future, Nick reckons. “In our industry

tangible cost saving attached to it. With new

people thought how could they help? They

equipment, there is better quality but also

think it’s all about changing packaging, LED

a compelling financial analysis just on the

lights, whatever - but, when they realise that

more electric vehicles on our fleet. That all

energy usage too.”

even something as mundane as copiers and

has an impact for customers too.”

printers can have quite a dramatic impact on ENVIRONMENTAL EMPHASIS

the environment, they are interested.”

But it isn’t just about the environment DEOS is planning for further growth in the coming years, and are currently recruiting

There is increasing emphasis on environmentally-friendly products, Nick

FUTURE

for the furniture, managed print and export

adds, especially among younger people.

DEOS plans to keep on investing in the

divisions. Also in the next year they plan to

“There is a clear generational gap,” he says.

environmental side of the business in the

open an office in the north of England to

“If I walk into an appointment and see

coming years. “We are looking to make

service their client base around the M62, and

someone my age on the other side of the

more inroads there and improve on what we

push sales up towards the £25 million mark

table, I know that - almost without fail - they

already do – we’re looking at further ways

from its current £20 million.

won’t be interested in the environment. If I

to help people lessen their carbon footprint

see someone 30-ish, I know it will be top of

such as making sure things go out, where

– and Nick hopes they may be completed

their agenda.

possible, without packaging and having

more conventionally than the last one!

[28] NOVEMBER 2021

www.dealersupport.co.uk

There may also be more acquisitions


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LEADERSHIP

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[30] NOVEMBER 2021

www.dealersupport.co.uk

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CHRISTMAS

LEADERSHIP

Christmas brings glad tidings Christmas can provide a seasonal boost to sales for dealers if they offer the right products - and back them up with well-marketed promotions

A

s the clocks have

quality, branded personal stationery items,

this trend continues, Christmas will be an

been put back, and

rather than always just looking for the cheapest

excellent time for selling items such as boxed

Halloween and Bonfire

products. “We expect to see this trend continue

pens or impulse purchases at the counters

Night have passed,

into the Christmas period,” he says.

– paint markers, silver and gold, and Parker

thoughts start turning

pens are expected to be very popular from

to Christmas – and, for dealers, this presents

INCREASED FOOTFALL

an important opportunity to boost sales.

Another trend that Nemo Office Club’s

In the run-up to December 25, dealers

CDU displays.” With this in mind, Alan says that Nemo

retail members are reporting is that hybrid

Office Club is working with its supply

can capitalise on trends already seen this

workers are often calling in to their shops to

partners to provide retail members with a

year, according to Alan Calder from Nemo

pick up items. “It could be they visit in their

huge range of Christmas items that they can

Office Club. He notes that they are seeing

lunch break, or use it as an excuse to get out,

use with the marketing support available

a trend among home and hybrid workers

and this is providing more personal choice

to increase footfall. “Batteries are always in

to move towards higher ticket value, better

and a willingness to spend more,” he says. “If

high demand at Christmas, particularly last

www.dealersupport.co.uk NOVEMBER 2021 [31]


LEADERSHIP

CHRISTMAS

The people element that comes with being a dealer is unique

including craft items, but also tech goods.

to employ, according to Charlotte. “You see a

“Over recent years we have seen a shift to

rise in sales incentives at this time of year,” she

goods such as TV screens, monitors and

says. “This year we are looking at doing reward

coffee machines selling well at Christmas, be it

points at Christmas as a different catch to help

coincidence or being ordered as gifts,” she says.

boost sales.”

Another growth area at this time of year,

Christmas promotions can also help

especially among the education sector and

here. “We run Christmas promotions every

larger corporates, is branded merchandise with

year, such as the ’12 Days of Christmas’ where

company logos on that can be given away as

every day for 12 days we target customers with

minute, and we are anticipating a massive

presents, says Charlotte. “There is also demand

different promotions, whether it is something

spike in craft items as people look to make

for printed clothing. Various companies order

free, a discount on purchases, free Quality

more personalised cards and gifts,” he says.

in Christmas uniforms, such as T-shirts, in

Street on all orders – just something that

retail environments that carry the company

makes you stick in the customer’s head rather

Christmas hamper supplier to our offering

logo and things like ‘Santa’s helpers.’” She notes

than them going down the mainstream route,”

to members. After what everyone has

that orders for these come in relatively early, in

she says. “It’s about making the opportunity

been through there is still a sense of being

time to be made to be worn in store right from

exciting - something tangible that the

thoughtful and kind to others; we are

the start of the run-in to Christmas.

customer can see.”

“This year we have introduced a

expecting the hampers to be popular as gifts

Charlotte believes that dealers, especially

If these ideas are to be as successful as

for employees, suppliers and as a general

smaller, independent ones, are also ideally

possible, dealers need to ensure that customers

‘Thank you’ in the B2B market.”

placed to take advantage of opportunities

know that the promotions are available, and

presented by the trend among customers to

this should be done through adverts on their

customers and dealers to consider is security

want to shop more locally for Christmas items

website, along with mail shots, eshots and

products, particularly as many offices are left

such as hampers and support local businesses.

even old-fashioned picking up the ‘phone and

Alan adds that another important area for

empty over the holiday period. “However, the

“It is almost a USP for independent dealers

calling customers, Charlotte says.

expectation is that this will have plateaued this

at the moment, with people wanting to do

“Following-up on marketing is key, as

year with the change to hybrid working; we’ve

more locally,” she says, adding that if these

are things like tracking website traffic and

made laptop and cyber security relevant all

dealers expand their horizons in terms of the

making sure promotions are up-to-date,”

year round, not just about being vulnerable at

range of products they sell, the extra sales

she says. “The world is going online, but it is

Christmas,” he says.

could continue into the New Year.

that personal touch as well, and there is a gap for dealers to do the personal stuff as well as online sales platforms.

BOOSTING SALES

SALES INCENTIVES

Charlotte Eyre, director of marketing at

However, if dealers are to ensure they

Nectere, agrees that Christmas is a good time

maximise the potential of the Christmas

being a dealer is unique, especially at this

of year to boost sales in a range of sectors,

period, there are various strategies they need

time of the year.”

[32] NOVEMBER 2021

www.dealersupport.co.uk

“The people element that comes with


LEADERSHIP

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Sticks securely to itself, not to your items. www.dealersupport.co.uk NOVEMBER 2021 [33]


LEADERSHIP

DEALER SUPPORT LIVE

DS Live The Review After a pandemic-induced hiatus, Dealer Support Live returned on October 21, and leading players from the sector came together again to network and talk about the future of the workplace supplies sector

A

fter 19 months of

they had attended for many months, and it

advised dealers on how to engage with the

disruption, a welcome

provided a valued chance to reconnect with

increasing number of environmentally savvy

dose of normality

friends and colleagues.

customers out there and convert this into

was delivered at the

As ever, throughout the day there were

more sales; with the environment becoming

seminars specially designed to help dealers

increasingly more important, especially to

Society Arena in late October, when Dealer

operate more effectively. First up, James

younger customers, this is something dealers

Support Live returned, bringing the sector

Skellington from Force24 talked about how

need to pay attention to. Integra Business

together in a day of workshops, talks and

dealers can make best use of email marketing

Solutions’ Robbie Burgess explored the lost

networking. For many people this was one

to drive up business by creating more hot

art of product sales, and how sales staff can

of the first – if not the first – industry events

leads. Toby Robins, from Green Element,

maximise sales opportunities to customers.

[34] NOVEMBER 2021

Coventry Building

www.dealersupport.co.uk


DEALER SUPPORT LIVE

LEADERSHIP

KEY TRENDS

biscuits, they want healthy snacks, they

as another range that has grown in

Meanwhile, Helen Wade, marketing director

want premium, and it is how we offer

popularity for Fellowes across a range of

at VOW Wholesale, analysed the current

that as an industry.”

sectors - both wall-mounted and plug-based.

state of the sector and identified some of

Helen added that immediate

These Fellowes products have been proved

the key product trends and opportunities

opportunities for dealers include ‘back-to-

for resellers in the final part of this year and

school’ packs, heaters for homeworkers,

into 2022. Helen believes there are plenty of

diaries and planners, hot drinks for the

WORKWEAR

opportunities for resellers outside of their

workplace, sanitisation at work and at

Next came Ben Jarvis of ECI Software

traditional markets - such as in warehouse

home, hygiene – with paper towels and

Solutions who followed on by talking

and transport - to sell products from

soap making a comeback – air purifiers,

about the opportunities for dealers around

facilities ranges through to stationery and

CO2 monitors, hybrid working equipment,

workwear. Ben explained that workwear has

office. “Travel – air, sea and rail – is getting

such as business luggage and headsets, and

grown strongly in recent years, and that this

back on its feet now and I think is a market we

Christmas products.

is down to several reasons, including the

can tap into,” she said. She added that there are also plenty of opportunities for dealers to branch out into new

There are plenty of opportunities for resellers outside of their traditional markets

to remove 99.9% of COVID-19, Nick said.

diversity of products that can be sold under WORKING IN DIFFERENT WAYS

the workwear banner, and the wide range of

In the workshop that followed, Nick Brown

industries it can be sold to. Anything from

from Fellowes outlined how people are

shirts to safety equipment comes under the

working in different ways and how this

workwear banner.

presents ongoing opportunities for dealers.

Ben pointed out that construction is

He noted that a survey in June found that

by far the biggest buyer of workwear, and

49% of homeworkers had inadequate

for several reasons; a lot of work takes

workstations, and that dealers have opportunities as a result. For instance, sales in monitor arms have grown by more than 1,000% in the past year, thanks to home and hybrid working, and it is value adding products such as this where dealers can sell, especially to

product lines where there is increasing demand,

those who have dual screens. Laptop

including catering, cleaning, hospitality and

risers have also grown in popularity

food services – in-house and takeaway.

for similar reasons – and they

In terms of key product trends, Helen felt that the environment has not been uppermost in people’s thinking for 18

represent another cheap value add for dealers. Nick explained how new

months, but it is now coming back onto

ways of working have created new

the agenda. “Ethical sourcing, product

demands. For instance, Fellowes’

availability and improved packaging are all

new shredder range demonstrates

really important,” she said. “Remote and

how aesthetics have been thought

homeworking has been massive in the past

through carefully; it isn’t just a

18 months and is something we need to

‘black box’ anymore; people also

ensure we cover with product range.

want them to be smaller, and more

“People are looking for more affluent meeting spaces - with meeting room refreshments, people don’t want standard

easy on the eye, in order to fit into a home office environment. Air purifiers were identified

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


LEADERSHIP

DEALER SUPPORT LIVE

People are looking for more affluent meeting spaces place outside so seasonal clothing needs to

and storage space, while increasing security

now many people will go into the office for a

and efficiency at the same time as dealing

purpose, such as a meeting or to collaborate

with compliance. Document scanners

with colleagues, rather than just to answer

have an important role in enabling this.

emails, which can be done at home.

“With the increased amount of remote

This, he said, presents opportunities for

working, employees also need access

dealers to sell new and different products

to a range of information - and a lot of

to customers. For instance, personalisation

companies still have information

has been key for home workers, with more

locked up on paper,” he said.

demand for different colours of products,

be available, and there are various safety

for example. In the office, things like scrum

specifications that have to be considered

REIMAGINING THE WORKPLACE

- plus high levels of wear and tear. This is

The final workshop of the afternoon saw

a market dealers can and should tap into –

Simon Williams and Keeley Shepherd from

almost consultative role with customers, and

and then sell in other products.

3M team up to talk about reimagining the

advising them on the equipment they need

workplace, post-pandemic. Simon said work

for the office, and at home, getting people

has changed and

excited and enthusiastic about products.

DIGITALISING INFORMATION

boards have increased in demand. Keeley added that dealers can have an

After lunch Daniel Melly, partner manager

In December’s issue of Dealer Support,

at PFU (EMEA) Ltd, discussed the

there will be a review

importance of taking information that is

of the closing Question

captured on paper and digitalising it by

Time session featuring several

scanning it so it can be used and shared. Paper is used by every organisation, but digitalising it can help to reduce costs

[36] NOVEMBER 2021

www.dealersupport.co.uk

industry heavyweights discussing the present and future of the sector.


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SALES SUCCESS

C O L L A B O R AT I O N

Office Collaboration With the rise of hybrid working, the role of the office is changing. More emphasis is being placed on collaboration, which means that many offices will need to be reconfigured to accommodate this, presenting sales opportunities for dealers

W

hile much of life

CLEAR INTENTIONS

of navigating virtual hiccups, dialling-in in

appears to be getting

So, it seems that the days of employees going

our loungewear, and being forgiving of our

back to something

into the office to work at their laptops and

colleagues’ background noises or interruptions

like normal since

check emails will largely be over, as Elisabete

has changed our idea of how formal our get

the ending of social

Wells, marketing director at ACCO UK Ltd,

togethers need to be. We can now expect the

distancing measures

explains. “With so many organisations adopting

traditional, rigid, tightly-structured meeting to

in the summer, the way many people work

a hybrid working approach, with some days

be replaced with much more casual, informal

seems to have permanently changed, with

spent remote and others in the office, the days

and constructive collaboration sessions.”

many seeking a hybrid way of working –

staff spend working in the office will likely

spending some time working at home and the

become more intentional and purposeful,” she

to evolve to suit this format, Elisabete adds.

remainder of the week in the office.

says. “More independent tasks are likely to be

“Instead of the focus being on individual

This means that the office itself will need

reserved for homeworking, while we will go

offices with doors, and private workspaces that

Business and individual attitudes towards the

in the office with clear intentions and a plan of

primarily promote solo productivity, designs

future of homeworking, UK: April to May 2021,

action that will include meeting with specific

will begin to centre on providing a more

the Office for National Statistics found that, of

people and getting the most out of the day.

fluid, open plan, comfortable environment

Indeed, in a report published in June,

for teams to collaborate effectively,” she says.

working adults currently homeworking, 85%

“As a result, our idea of how the office

wanted to use a hybrid approach of home and

will be used, and what these future ‘meetings’

“These sessions will no longer be relegated

office working in future.

might look like, will change. A year-and-a-half

to designated meeting rooms, either. Instead,

[38] NOVEMBER 2021

www.dealersupport.co.uk


Workwear has undergone years of steady growth and is projected to continue in this trend, whilst the demand for safety equipment and customised workwear products continues to rise. Horizon® provides your business with a world class software solution that’s already servicing workwear dealers across the UK with a fully featured ERP, integrated accounting and an integrated ecommerce platform (HorizonWeb®).

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SALES SUCCESS

C O L L A B O R AT I O N

brainstorms, catchups and co-working will take place whenever, and in spaces designed to facilitate the production and exchange of ideas.” Elisabete believes that dealers should expect to see a trend towards office solutions that help make any space into a functional collaborative space. “Nobo has just released its new Move & Meet Mobile Collaboration System of mobile, double-sided, magnetic whiteboards and notice boards that allow teams to work flexibly, productively, and co-

work setting to suit everyone; iInstead, it’s

With hybrid, it is likely there will be team meetings where some people are physically in the meeting and some are remote

operatively from anywhere in the office,” she

about balance. Companies that don’t provide workers with the types of spaces they need to manage the demands and intensity of work will find that this can have a negative impact on employee wellbeing. “Employees will need spaces designed for collaborative meetings, areas for agile working and opportunities to relax, as well as places to escape to focus on individual tasks. Businesses can design physical workplaces to support this.

adds. “The boards can even be used to partition

Different office configurations could be

off an area to create a separate, designated

people are physically in the meeting and

employed depending on whether a group is

workspace if one is desired. As we move into

some are remote. “Employers need to have

brainstorming, hosting a training session or

the next era of our professional lives, dealers

a set-up that enables everyone to be on an

conducting a daily meeting. Businesses need

should seize this opportunity to introduce their

even footing so that those dialling in don’t

to adapt and re-imagine work environments

customers to solutions which support new ways

feel remote and disadvantaged. One way

and create a flexible design to cater to the

of working and simplify teamwork.”

around this is that everyone dials in on their

new needs of the workforce.”

Simon Williams, North Europe Shopper Marketing Lead – Office, Education and

own monitor so they physically sit round a table with others.”

Channels at 3M, agrees that the physical

Simon adds that, in the long-term, multi-functional spaces will be the reason why people enjoy coming into the office.

layout of the office needs to be reassessed.

WELLBEING IS VITAL

“These will be the spaces where people

“You have people in one or two days a week

Simon Howorth, marketing and design

can work according to their own needs

so it is maximising the bit we can’t do from

manager at Dams, agrees that there is no

and preferences and interact with the

home, which is working collaboratively with

going back to the pre-pandemic workplace.

people around them to feel part of a

others and brainstorming. We have things

“Businesses and individuals have no choice

community. Designed well, these agile

like the Post-It app where you can still do a

but to discover new ways of working,” he says.

social spaces can help to make the office

physical brainstorm with Post-It notes on the

“The wellbeing of employees in the

somewhere people want to be.”

wall but everyone can do it from their own

workplace is becoming more vital, and office

location and it comes in centrally.”

furniture can play a huge part in helping to

with dealers to help retro-fit existing

keep people happy and healthy when they’re

products, re-design workspaces, and re-

working. There is no single type of optimal

imagine the new normal, he says.

Simon adds that, with hybrid, it is likely there will be team meetings where some

[40] NOVEMBER 2021

www.dealersupport.co.uk

Businesses such as Dams can work


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This range of products is designed and carefully selected to address two big current issues that are very much in the public consciousness at present. The first is the drive to eliminate plastic, while the other is to deal with what is referred to as ‘over-packing’, reducing excess packaging waste. The VITA™ brand of products (Vita being Latin for life), provides a paper alternative to any plastic e-commerce postal solution. Many of these products also have the ability to enable countless SME’s and Corporates to take advantage of arguably the most overlooked delivery method, namely the humble letterbox.

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SALES SUCCESS

S U S TA I N A B L E PA C K A G I N G

Sustainable growth

Consumer demand for more sustainable packaging is growing and manufacturers are responding but everyone needs to ensure that the message is communicated effectively

T

he recent COP26

A similar number say businesses should

infrastructure to enable the responsible

summit in Glasgow

replace plastic with environmentally-friendly

use of resources.”

again highlighted

packaging across all products.

the need to live

“This increased awareness is driving a

Kurt believes that there are many ways in which packaging can be made more

more sustainably

consumer movement,” says Kurt Mitchell, Blake

sustainable. “Firstly, consider the packaging

and reduce non-

Envelopes’ sourcing and innovations manager.

and product relationship,” he says. “When

recyclable waste to try in order to mitigate

“Recycling rates are growing as society becomes

choosing product packaging, ensure the

the effects of climate change. However, for

more aware and proactive in its actions towards

packaging is the correct material and fit for

many people, this is already a priority; indeed,

reducing plastic waste. People are voicing

the product; not only will this reduce the

recent research by ReSociety found that 80%

their beliefs by joining initiatives, protests and

risk of the contents being damaged within, this

of consumers want to see a reduction in plastic

social movements to tackle plastic waste, and

also reduces the amount of emissions created

packaging following the COVID-19 pandemic.

there is demand for progressive legislation and

during the manufacturing process.

[42] NOVEMBER 2021

www.dealersupport.co.uk


S U S TA I N A B L E PA C K A G I N G

SALES SUCCESS

“If you have provided sustainable packaging to your consumer, ensure that this is communicated through effective labelling and marketing that will resonate with consumers. Companies are going beyond compliance to

Moving away from conventional blister cards is the right thing to do...but it’s not without its challenges

drive action and positive consumer response, and to help ensure that packages are treated in a

before they purchase a product, they do not

way that increases recovery.”

check whether it is a sustainable brand as

Dr Liz Wilks, EU director, sustainability, and stakeholder at Asia Pulp & Paper, agrees

they would not always know how to find out. “While many brands are making sure

as our previous blister cards.” Paul Savill from Antalis adds that things like office paper wrappers are also becoming more recyclable. “While we can easily

that the communication of environmental

that responsible sourcing and environmental

reference the environmental credentials of

credentials is important. “The role that

labels such as PEFC and FSC are in place

the paper with trusted certifications such as

sustainability and environmental awareness

throughout their supply chain, they aren’t

FSC and PEFC, should we not be looking

play in purchasing behaviour is continuing to

always communicating this effectively to

at the whole product from the outside

grow, as consumers judge their favourite brands

their consumers.”

in?” he says. “The ream wrapper is an

by their packaging, not just the product itself.

essential part of office papers make-up, with

They also expect brands to demonstrate their

ABANDONING PLASTIC USE

packaging designed to be visually appealing,

social and environmental responsibilities as

To this end, Pentel recently announced

robust enough to protect the product, and

well as those who are providing them.”

that it is moving away from plastic to 100%

moisture-proof to ensure the paper inside

recyclable cardboard for its packaging.

remains in tip-top condition ready for

the product, Liz adds. “The landscape the

“Moving away from conventional blister

use – but what consideration do we make

product is sourced from is equally important,

cards, with their single-use plastic, is the

to their recyclability?”

as consumers are now also conscious of brand

right thing to do for the environment, but

commitments to sustainable livelihoods and

it’s not without its challenges,” says Wendy

responding, with some manufacturers

habitat conversation as well as responsible

Vickery, Pentel’s marketing manager. “The

producing wrappers without PE coating on

sourcing,” she says. “As a result, the industry

obvious benefit of the plastic bubble is

certain grades, which are not only recyclable

needs to include these elements in their

that it affords full product visibility to the

via standard paper recycling bins but also

external communications.”

consumer, which is a real advantage in those

biodegradable, without any detrimental

precious few seconds at the point of sale.”

effects to the moisture barrier qualities of

But it doesn’t stop at the packaging and

There is also evidence that consumers are willing to pay more for environmentally-

To solve the problem of how to show

Paul says that the paper industry is

the wrapper. “The ultimate challenge here is

friendly packaging. Liz notes that Asia Pulp

products most effectively Pentel has created

customer education; often, the clamour for

& Paper’s recent Consumer Trends Report

cardboard packs featuring an angled

cheap, unbranded, copier paper can result in

found that consumers are willing to pay more

aperture that allows consumers to see how

such innovations being under-represented or

for fast food products packaged in sustainable

many products are in each pack and to

misunderstood,” he says.

materials, with 35% agreeing they would pay up

identify the ink colour of products.

to 10% more. “What’s clear is that consumers

“For decades our office packs of loose

“This education must start with the reseller engaging with their suppliers to understand

are searching for, and demanding, evidence that

products have been made using recycled or

fully which products and ranges meet the needs

the products they are buying hold sustainability

recyclable board. Now, we’re delighted to offer

of their customers and then imparting this new

at their core.

retail customers hanging packs made using

knowledge to their sales teams. With this newly

board from sustainably managed woodland,”

acquired and supported information, they will

potential revenue if they don’t promote these

explains Wendy. “The other good news is

be more adept and knowledgeable in presenting

sustainable credentials - in fact, according to

that this important development won’t affect

customer with solutions that match their CSR

our research, 26% of consumers admit that

planograms, as our new packs are the same size

policies and environmental considerations.”

“However, businesses risk losing out on

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


SALES SUCCESS

TEABREAK

LIVE IT THUMBS UP!

Ain’t no mountain high enough

A runner who climbed 189 mountains in a month said he felt “incredible” after he raised almost £10,000 for charity, BBC News has reported. Will Renwick completed his run at Conwy Castle after clocking up at least 24 miles a day over a month. The challenge he set himself was to run up every mountain peak over 2,000ft (600m) in Wales. He said the 500 mile route was fuelled by instant mash, noodles and chocolate and, despite the lows, the money raised for charity made “every mile worth it”. Will, from Llancarfan in the Vale of Glamorgan, initially set out to raise £2,000 for charity Mind Over Mountains, but has raised almost £10,000.

Life hack Here’s a simple way of keeping your gardening implements rust-free. Fill some old pots or buckets up with sand and stick the tools in, handles up. It keeps them dry and stops rust from setting in.

[44] NOVEMBER 2021

www.dealersupport.co.uk

CAPTION COMPETITION

TWEET CAPTIONS TO @DEALERSUPPORT

Quote of the month Act as if what you do makes a difference. It does. WILLIAM JAMES


SALES SUCCESS

TEABREAK

Did you know?

?

You can hear a blue whale’s heartbeat from more than two miles away. The world’s largest animal’s heart weighs over 180kg - approximately the size of a small piano.

A mouse deer measuring just 20cm (eight inches) tall has become the third of its kind to be born at Bristol Zoo Gardens in the past decade, BBC News has reported. Otis was born four weeks ago weighing just 430g (0.43kg). Its keepers said its birth would help to improve dwindling mouse deer numbers.

PUB QUIZ 1. In which European country would you find the Rijksmuseum? 2. How many films have Al Pacino and Robert De Niro appeared in together? 3. What was the old name for a Snickers bar before it changed in 1990? 4. Who was the head of state in Japan during the second world war? 5. What is the smallest planet in our solar system? 1. Netherlands 2. Four (The Godfather Part 2, Heat, Righteous Kill, The Irishman) 3. Marathon 4. Emperor Hirohito 5. Mercury

Is it a mouse? Is it a deer? No, it’s a mouse deer!

They said the Malayan mouse deer resembled Disney’s Bambi character and was developing

Knock me down with a feather

into a “confident and healthy”

Hello, is it me you’re looking for?

specimen. “For the first few weeks

Sky News has reported that a Turkish man who

his mother kept him hidden and

was reported missing unknowingly joined search parties

he remained quite stationary in

looking for himself. Local media reported that Beyhan Mutlu, who

the undergrowth,” said the zoo’s

lives in the Inegöl district of northwest Turkey’s Bursa province, was believed to be missing on Tuesday. He had wandered away from his friends

team leader of small mammals,

in a forest while drunk, according to the Daily Sabah website. His wife and

Al Toyne. “But now he is moving

friends reported him missing after they were unable to get in touch with

around a lot on his own. He is

him for several hours. Mutlu, 50, later joined a group in the area who were

quite active and confident and

helping the authorities search for him. When members of the search party began calling out his name, he replied, “I am here.”

has started eating solids.”

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


SALES SUCCESS

QAUTEHSETRI OP.N CTLI IMP E F

Bringing hope, peace and unity to the good brethren of business supplies The good Father debates whether anyone is really telling the truth about their preferred working environment

I

don’t believe

numbing traffic standstills play

I was accosted last week because one

anyone anymore

havoc with their mental wellbeing,

of our customers didn’t have a suitable

when they say they

but they don’t want to admit it.

bush to hide behind and they thought

would rather be in the office than

Let’s face it, if we say we don’t like

I was checking what time they were

being in the office it’s an obvious slight

coming in to work. That cost me a

working from home. However, I also

towards the people there. Everyone

fortune in free tins of Quality Street!

don’t believe anyone when they say

wants to stay polite but, at the same

Another problem with being

they would rather be working from

time, they don’t want to fall straight

an office supplies dealer during this

home than the office - I don’t think

back into an office routine where they

pandemic is that we’ve spent so much

anyone knows themselves!

might get stuck there forever again.

time preaching to customers about

Being in the office means that we

Therein lies the problem for office

the benefits of buying lots of PPE

see our colleagues again, and get into

products dealers. People aren’t being

equipment that we dare not be seen in

more of a routine - but do we really

honest. Every time you are told that

public without being fully suited-and-

want to see our colleagues again and

an office is about to be fully-staffed

booted with visors, gloves and hand gel.

get into more of a routine? Some

you find that it isn’t. There have been a

people have tried going back to the

series of false alarms for us with our top

own backs - but, to look on the bright

office and have quickly remembered

companies - I’ve even taken to doing

side a bit, it should mean that office

that the people they work with are a

headcounts in the morning, hiding

supplies dealers should be the healthiest

pain in the backside, and the mind-

behind bushes with a number clicker.

bunch of people out there!

[46] NOVEMBER 2021

www.dealersupport.co.uk

We’ve definitely made a rod for our


FINAL WORD

Invest in your future workforce AMY HUTCHINSON, CEO BOSS Federation, on how training courses can add value to not only the individual taking the courses, but the business they work for too

SALES SUCCESS

Amy Hutchinson CEO BOSS Federation

‘ve been lucky

management programmes throughout

way to demonstrate to your

enough to embark

our sector to help individuals progress.

employees that you value them and

on some truly great

The programmes are designed to provide

are invested in their futures.

training throughout

an ambitious curriculum to foster,

my career. A number

develop and stretch the knowledge, skills

partner BPIF, can run these programmes

of CIM courses, which fuelled my

and behaviours that are required to be an

either at their training centres or can

passion for great marketing, followed by

effective and successful manager.

facilitate a bespoke cohort at a company’s

I

BOSS, in conjunction with their

management and leadership qualifications.

The courses are crafted to meet

All were hard work. All took up weekends

the needs and aspirations of high-level

credits can be used to pay for 100% of

and evenings. But the skills I learnt,

achievers all the way through to learners

the cost of the course. Non-levy payers -

and the people I met through these

who may have struggled in traditional

the BOSS/BPIF can advise how to

qualifications, were undoubtedly worth it.

education and may possess special

ensure 95% of the cost of the course

I gained mentors (official and unofficial) a

educational needs and/or disabilities.

is funded for you.

great group of peers to sense-check ideas

The expectation is that the programme

against, and was exposed to different

will add value, not only to the learner,

team at BOSS if you have any questions.

company cultures through sharing

but will also allow businesses to improve

You can check out full details of

knowledge as a group.

their productivity and efficiencies.

training BOSS can provide here.

Providing access

https://www.bossfederation.com/

to high quality training is a great

training-development/

This is why I’m so keen to encourage uptake of our BOSS Level 3, 5 and 7

premises. Levy payers - your digital

Please don’t hesitate to contact the

www.dealersupport.co.uk NOVEMBER 2021 [47]


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PHIL JONES

OEMS AND MPS

MADE FOR

EVERY KIND OF CUSTOMER Sustainable, straightforward, long-lasting products trusted by customers at home and in the workplace for over 100 years; BANKERS BOX® is better in every way. A household name, and a family business since 1917, built on enduring values and manufactured with advanced techniques. Backed by engaging omni-channel marketing, effective customer support and a range intended to make category management simple. They’re much more than just boxes – they’re made for life.

OEMS AND MPS How are OEMS helping sell MPS? DRIVING CHANGE Inside the newly-launched Go2

EDUCATION

new products and category trends

2020 VISION New products and categories

Issue 296

STEVE MCKEEVER

MARKETING

DRIVING CHANGE

2020 VISION

More Shredding. Zero Jamming.

February 2020

TRANSFORMING THE CHANNEL

IT PREDICTIONS

2020 VISION

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Next Generation Shredders

ISSUE 296

January 2020

DEALER SUPPORT FEBRUARY 2020

Issue 294

DEALER SUPPORT JANUARY 2020

DEALER SUPPORT DECEMBER 2019

Decemebr 2019

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IT PREDICTIONS FOR 2020 What to expect for the year ahead

PHIL JONES Brother UK’s MD talks learning and leadership

www.fellowes.com

MARKETING Why now is the time

0203 794 8555 info@intelligentmedia.co.uk

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Fellowes new LX Series micro-cut shredders are thoughtfully designed with patented IntelliBar™ responsive technology.

TRANSFORMING THE CHANNEL IN 2020 Predictions from Phil Jones

Shred 100% jam free Shred with maximum micro-cut security Shred more, empty less with a waste bin capacity of up to 150% more sheets Shred with optimal efficiency The next level of performance and robust quality from the global leader in shredders.

DELIVERING WHAT’S BEEN PROMISED Steve McKeever’s advice for dealers BREAKING INTO EDUCATION Making your way in a lucrative sector