OPI APP SEPTEMBER 25 B

BIG INTERVIEW

Connecting the

business products world

Steve McLaughlin and Ian Buckley, Prima Software September 2025

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CONTENTS 16 Big Interview Run by the tag team of Steve McLaughlin and Ian Buckley, Prima Software epitomises tech expertise, dedication and progress 24 Focus Acme United has been creating opportunities from serious challenges, as its latest set of results once again demonstrates 26 Feature Technology solutions providers give their take on what needs to be done by dealers to meet customers’ increasingly demanding expectations

Big Interview: Flying high

Prima Software in its original guise is 25 years old. But what founder and CEO Steve McLaughlin started back in 2000 is unrecognisable from the comprehensive portfolio available today.

Prima has evolved from a rudimentary ERP system for the UK OP market to a package that competes favourably with much bigger operators. Six years ago, it made the transatlantic jump to the US. With McLaughlin conquering this new geography, long-standing Prima exec Ian Buckley took charge in the UK and Ireland. Between them, the pair is fiercely protective of the products they have created and the future well-being of their dealer customers.

HOW TO: THE REVERSE LOGISTICS CONUNDRUM

34 Opinion Go niche to go big, says GOPD’s Andy Ballard 36 Spotlight A glimpse at the business supplies market in the Czech Republic 38 Research WORKTECH Academy pinpoints ten critical stresses that put today’s workplaces under immense strain 40 Preview: OPI European Forum Upcoming highlights from the next OPI European Forum in London in October 42 Preview: NAOPA Take a look at the shortlist for this year’s North American Office Products Awards – and get involved

REGULARS 5 Comment 6 News 14 Green Thinking News 52 5 minutes with...

Jennifer Krach 54 Final Word Rick Marlette

September 2025

The business supplies industry is at a tipping point. Rising customer expectations, shrinking margins and increasing competition make it imperative to act now. By automating reverse logistics, you’re not just solving a problem – you’re creating a strategic advantage [...].

The reality is that most of your competitors will sit on the fence waiting to “see what happens”. They will continue to rely on manual processes, outdated systems and fragmented workflows. That’s your opportunity. By getting ahead of the curve, you can build a competitive moat.

32 How To... ...address the difficult – and often downplayed – issue of reverse logistics

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COMMENT The OPI team EDITORIAL

Editor Heike Dieckmann +44 1462 422 143 heike.dieckmann@opi.net News Editor Andy Braithwaite +33 4 32 62 71 07 andy.braithwaite@opi.net Assistant Editor Kate Davies kate.davies@opi.net Workplace360 Editor Michelle Sturman michelle.sturman@workplace360.co.uk

SALES & MARKETING Chief Commercial Officer Jade Wilson +44 7369 232590 jade.wilson@opi.net Head of Media Sales Chris Turness +44 7872 684746 chris.turness@opi.net Commercial Development Manager Chris Armstrong chris.armstrong@opi.net Digital Marketing Manager Aurora Enghis aurora.enghis@opi.net

EVENTS Events Manager Lisa Haywood events@opi.net

PRODUCTION & FINANCE Head of Creative Joel Mitchell joel.mitchell@opi.net Designer James Upright james.upright@opi.net Finance & Operations Kelly Hilleard kelly.hilleard@opi.net

PUBLISHERS CEO Steve Hilleard +44 7799 891000 steve.hilleard@opi.net Director Janet Bell +44 7771 658130 janet.bell@opi.net Executive Assistant Debbie Garrand debbie.garrand@opi.net

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Keeping a finger on the pulse

very year, we take a good look at how advancing tech developments – and requirements – are affecting independent dealers and their operations. For this issue, we talked to a wide range of software providers, starting with our Big Interview (page 16) and finishing with the Final Word (page 54) – and plenty more in between. Look out for the purple Technology Solutions sticker throughout these pages.

Data, everyone agrees, is at the heart of essentially everything dealers need to function properly, be that for their web store, SEO and marketing, logistics or anything in the back-end. That data is organised, manipulated and optimised through a broad spectrum of software packages which, impressively, are now increasingly talking to each other – ever more intelligently so, if you factor in AI.

Data [...] is at the heart of essentially everything dealers need to function properly

Technology and AI specifically will also be explored in some detail at our next European Forum in October – the OPI team is busy putting the final touches to this not-to-be-missed event for operators invested in the European business supplies space (page 40).

In the northern hemisphere – and certainly across Europe – it’s the time of year for holidays and often a bit of a break in proceedings.

The biggest news in the UK, arguably, has been the sale of Exertis Supplies – one of several DCC Technology assets – to Aurelius (page 6). It will be interesting to see how much the private equity firm, which we remember so well from the Office Depot Europe days in particular, will move the needle for this distributor.

Of course, as soon as you say ‘quiet period’, something is bound to happen. And so it did. Just before going to print, HNI made a play for Steelcase, a major move that – if successful – will considerably shake up the global workplace furniture category. On our actual press day, OPI News Editor Andy Braithwaite waited with bated breath for the latest financials from The ODP Corporation – and a potential bombshell sale announcement. Maybe next time.

Talking of Andy, he spoke to Walter Johnsen for this issue’s Focus following Acme United’s recent record set of results (page 24). Hearing the hugely interesting insights from this top-level executive speaks to Johnsen’s incredible business acumen – honed and perfected as Acme’s CEO over HEIKE DIECKMANN, EDITOR the past 30 years.

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No part of this magazine may be reproduced, copied, stored in an electronic retrieval system or transmitted save with written permission or in accordance with provision of the copyright designs and patents act of 1988. Stringent efforts have been made by Office Products International to ensure accuracy. However, due principally to the fact that data cannot always be verified, it is possible that some errors or omissions may occur. Office Products International cannot accept responsibility for such errors or omissions. Office Products International accepts no responsibility for comments made by contributing authors or interviewees that may offend.

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NEWS

Exertis sale agreed DCC, the owner of tech and business supplies distributor Exertis, has reached a definitive agreement to sell several of its operations in the UK and Ireland to private equity firm Aurelius – the former owner of Office Depot Europe.

Last November, the Ireland-based conglomerate said it was conducting a review of its DCC Technology distribution businesses – including Exertis – as part of a strategy to focus on the energy sector. In April 2025, it announced the sale of the DCC Healthcare division to private equity firm Investindustrial for $1.4 billion.

Now, a deal worth £100 million ($125 million) has been agreed with Aurelius for DCC Technology assets

(collectively, ‘Exertis IT’) in the UK and Ireland. These include Exertis UK (Business and Consumer), Exertis Supplies, Hypertec, Exertis Ireland, Macro EV, Exertis Supply Chain Services, MTR and Ztorm.

The remaining DCC Technology businesses – comprising JAM and Almo in North America, Exertis Enterprise and Exertis Nordics – will continue under DCC’s ownership for the time being.

Tim Griffin, CEO at Exertis IT, commented: “I firmly believe this sale positions Exertis IT for long-term success and provides greater opportunities for our vendors, customers and our people. It’s business as usual for us, providing

an exceptional portfolio and industry-leading operations.”

Exertis Supplies is an important wholesale supplier for independent resellers in the UK business products channel. Commenting on the transaction, Managing Director Matt Balcombe said: “This is an exciting next phase for Exertis Supplies, keeping us and our workplace supplies partners thriving with the backing of Aurelius. For our partners across the UK and Ireland, and for our team in Elland, I’m looking forward to all that follows.”

Aurelius has a good track record of carving out and developing European distribution businesses. A recent example is electronics components firm Distrilec. The private equity firm acquired the Swiss/UK wholesaler in 2020, selling it three years later for €365 million ($417 million) – 11 times the purchase price – to RS Group.

Andrzej Cebrat, Managing Director of Aurelius, said: “Exertis in the UK and Ireland ticks all of [our] boxes – with £2 billion ($2.7 billion) in annual revenues, it is an attractive size and offers significant operational improvement potential. We expect growth [...] to be enhanced by a recovery in market demand.”

The transaction is subject to regulatory approval and expected to close in Q4 this year.

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HNI to acquire Steelcase

6

There has been a major development in the workplace furniture segment, with HNI – owner of The HON Company – set to acquire Steelcase in a $2.2 billion transaction.

The deal has been structured in a cash plus stock acquisition, with an implied purchase price per Steelcase share of $18.30. Upon closing, HNI shareholders will own approximately 64% and Steelcase shareholders 36% of the combined company.

The transaction, which is expected to close by the end of 2025, is subject to approval by HNI and Steelcase shareholders, the receipt of required regulatory clearances and the satisfaction of other customary closing conditions.

Some shareholders of Steelcase have entered into a voting agreement to vote in favour of the acquisition.

Together, the two organisations will have combined annual workplace furniture sales of $4 billion, around $400 million more than main rival MillerKnoll.

It is expected that the ‘new’ company will continue to be led by HNI CEO Jeffrey Lorenger. HNI’s board of

directors, meanwhile, will expand from ten to 12 in order to include two of Steelcase’s current independent board members. Both companies’ headquarters are anticipated to remain in place – HNI’s in Muscatine, Iowa, and Steelcase’s in Grand Rapids, Michigan.

NEWS

WH Smith sale closes with revised terms In early July, retailer WH Smith finalised the sale of its UK High Street stores, but was forced to lower its asking price.

Previously, in March, it was confirmed that the 480-store network would be acquired by Hobbycraft owner Modella Capital in a deal worth £76 million ($100 million) – with WH Smith set to pocket gross cash proceeds of £52 million.

However, following a softer trading period and uncertainty around the future of the business under new ownership, Modella sought to renegotiate the terms.

WH Smith said the revised agreement reflected “a more cautious outlook among stakeholders” and a reduced cash flow from the division. The updated deal comprises: • £10 million in upfront consideration paid at completion • Up to £20 million in deferred consideration, based on cash flow performance through to August 2026 • A further £10 million tied to the realisation of certain tax assets within the High Street business WH Smith now expects to receive gross cash proceeds of up to £40 million, down substantially from the original sum anticipated. Transaction and separation costs remain unchanged at £27 million, meaning the net proceeds from the sale will be a mere £13 million.

The company said the decision to accept revised terms followed careful consideration of alternatives and reflected

the importance of ensuring completion. The sale transforms WH Smith into a pure-play global travel retailer, with a strategic focus on capturing growth opportunities across airports, train stations and other travel hubs.

Not included in the transaction was the WH Smith brand.

As a result, a rebranding of the High Street network to a new name, TG Jones, has begun.

Meanwhile, shortly after the Mondella deal closed, WH Smith confirmed the sale of its Funky Pigeon online greeting cards business to UK retailer Card Factory for £24 million.

Interestingly, cash proceeds from the divestment of Funky Pigeon – which has annual revenue of around £30 million – will be £8 million higher than those received for the entire bricks-and-mortar store network.

Management developments at Büroring

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Frank Eismann

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Büroring has announced significant leadership changes, with CEO Frank Eismann stepping down and former Managing Director Ingo Dewitz returning to take on a senior role.

Eismann resigned from the German dealer group’s executive board with immediate effect on 28 July, citing health and family reasons after what he described as an intense period of restructuring. “The challenges of the past few years have taken a great deal of energy,” he said in a statement to the supervisory board.

Chairman Thomas Grzanna thanked Eismann for his “vision, inspiration and dedication” in steering the

organisation through its transformation to the ‘new Büroring’.

Eismann’s departure comes just as industry veteran Ingo Dewitz rejoins the group. Effective 1 August, Dewitz becomes Executive Board Member for Sales and Marketing. He previously served as Managing Director of Büroring until 2018 and has since held senior positions at Staples Germany, Lyreco and Sigel. He now joins the executive team alongside Kai-Uwe Heuer and Björn Unfug.

The personnel changes come amid broader developments at the buying group. At its recent PBS Forum in Leverkusen (picture, top left), Büroring

Ingo Dewitz

shared progress made since late 2024, including the addition of 84 new members and several new supplier and central billing partnerships.

Digitalisation remains a core strategic focus, while new initiatives – such as a Brother programme for SMEs and a cooperation with McPaper – reflect the group’s repositioning as a more agile, tech-enabled procurement partner.

The return of Dewitz is expected to lend continuity and further momentum to this transformation. As Eismann noted earlier in July: “We still have a long way to go… and every additional layer of expertise counts.”

An agreement has been signed to acquire wire binding specialist Renz out of administration. The group’s parent company in Germany slipped into administration in March 2024. Four months later, the administrators told OPI they were in detailed negotiations with an investor, but they did not respond to a follow-up request earlier this year.

Now, it has been announced that the vendor – including subsidiaries in Argentina, Australia, Turkey and the UK – is to be acquired by Sweden-based print and mailing solutions firm Plockmatic.

Plockmatic said the ring wire binding segment was a “natural complement” to its own offering and that it had identified “significant synergies” in areas such as sales, production, sourcing and R&D. CEO Jan Marstorp also pointed to Renz’s strong presence in Germany, an important growth market for Plockmatic going forward.

Renz CEO Michael Schubert added: “Finding a long-term solution for Renz, following some very challenging years, makes us look at the future with confidence again. With the insolvency proceedings behind us and access to Plockmatic Group’s resources, we will now be able to invest in new products and continue long-term partnerships with our customers and suppliers.”

The transaction is expected to close in the coming weeks. No financial details were provided.

Maped Germany sells OP brands

Lyreco introduces replenishment service

Workplace supplies specialist Lyreco has launched a new automated service for replenishing washroom consumables, aimed at helping French businesses avoid stockouts and reduce operational costs.

Available to firms of all sizes – but touted as an “ideal solution” for SMBs – the Clean Pack Light offer comprises products from five supplier partners as well as 20 own brand items, covering paper towels, toilet paper and soap.

After a tailored assessment by Lyreco’s teams, dispensers are provided free of charge and installed on site. The system uses real-time monitoring to automate reordering, allowing deliveries to be adjusted based on actual usage and changes in footfall.

“We have selected a streamlined range of Lyreco products to ensure smooth, reliable restocking at the best possible value,” said Gauthier Delannoy, Director of Product Offer at Lyreco France. “We can also implement the system with an extended range, including leading national brands, subject to a minimum order volume.”

Clean Pack Light fits within Lyreco France’s wider hygiene and cleaning portfolio, which is supported by a team of 25 in-house specialists. The new service forms part of the company’s strategy to make smart, data-driven workplace solutions more widely accessible.

September 2025

Maped’s German subsidiary has agreed to sell its office products business in order to focus on its school, creative and consumer categories.

In what has been structured as an asset sale, Maped Germany’s office supplies business – which includes the Helit and Zwingo brands – will be transferred to France-based Tarifold, part of the T3L Group. The transaction will take effect on 1 September 2025, with “the majority” of the team joining Tarifold.

“With the takeover, Tarifold is pursuing the goal of adding strong traditional brands such as Helit under the Djois umbrella and, at the same time, tapping into new customer segments in German-speaking countries,” the acquirer wrote in a statement.

Tarifold’s T3L stablemate Jalema has been a production partner for Helit for some time and its exclusive distributor in the Benelux region since October 2024.

Maped bought Helit – founded more than 125 years ago – in 2006. In 2014, Helit purchased assets of waste collection products brand Zwingo from insolvency administrators, setting up a new entity called Zwingo Waste Management in the process. This entity was integrated into the parent company six years later.

The transaction does not involve the Maped Office line of products.

NEWS

Renz moves out of administration

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NEWS

ON THE MOVE Exslager joins PBS Germany Lyreco Germany’s former Managing Director Frank Exslager is now heading the German operations of leading multichannel operator PBS Holding. He took on the newly created role of Managing Director of PBS Germany Group on 1 July.

Exslager has responsibility for all PBS’s subsidiaries in the country, comprising two wholesaling units, the PBS Connect International global accounts business and the Logitek logistics/IT services division.

CEO change at Georgia-Pacific Georgia-Pacific CEO Christian Fischer (pictured) has announced he is retiring in October after more than 35 years with the company. Succeeding him – temporarily – will be Mark Luetters, currently EVP at the manufacturer’s parent group Koch. A long-term appointment is expected to be made in 2026.

AOPD confirms Executive Director US national accounts organisation AOPD has appointed Angela Sumner Price (pictured) as its permanent Executive Director. Sumner Price – who joined the dealer network in 2002 – had been in the role on an interim basis since the end of 2024 following the retirement of Mark Leazer.

K+P names CEO German business machines vendor Krug+Priester – maker of the Ideal brand – has appointed Florian Lehmann (pictured) as CEO and Chairman of the management board. He succeeded Daniel Priester, who terminated his operational duties on 30 June but remains involved as a spokesperson for the company’s shareholders.

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Herma MD to step down Herma CEO Sven Schneller (pictured) will leave the Germany-based labels and packaging firm in July 2026. He has been with the company for 40 years, 20 of those as CEO. Board member Guido Spachtholz will assume leadership of Herma’s labels division from 1 January 2026.

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McDonough new BOSS Chair Industry veteran Aidan McDonough has been confirmed as the next Chairman of UK trade association BOSS. He will succeed Julie Hawley – CFO at purchasing organisation YPO – when her two-year tenure comes to an end later this year.

Pilot names UK leader Pilot Pen’s UK subsidiary has appointed Mark Tyers (pictured) as Managing Director.

He brings with him considerable expertise in commercial leadership, strategic planning and operational delivery.

Tyers succeeds Mark Knibbs, who retired after 35 years in the industry – 14 of them with Pilot Pen UK. Boekema joins PBS Network PBS Network has appointed Bob Boekema as Global Sales Director, a newly created role aimed at driving international growth across its key markets. In addition to Benelux, France and the UK, Boekema has assumed responsibility for sales in Germany, Austria and Switzerland.

Codex appoints Head of Supply Chain Codex has promoted Lexy Staffurth to the role of Head of Supply Chain. Staffurth, who joined the Irish dealer earlier this year, now oversees procurement, logistics and supply optimisation, while also supporting the company’s growing furniture division.

New ISG Category Development Manager Independent Suppliers Group (ISG) has named Zuzanna Kramarz as its new Category Development Manager, a role focused on expanding key product categories. With 27 years of industry experience, Kramarz was most recently a Product Manager at Essendant.

Bonarius departs Pukka Pads Alex Bonarius recently stepped down from his role as Global Sales Director at UK-based stationery vendor Pukka Pads.

Bonarius – named Young Professional of the Year at the 2025 European Office Products Awards – is credited with expanding the brand’s global presence during his 30-month spell at the company.

Takkt names CFO Takkt has finalised its management board set-up for the next three years. The Germany-based group has appointed Timo Krutoff (pictured) as its new CFO, succeeding Lars Bolscho, who didn’t renew his contract and left in July.

Krutoff has 20 years of management experience, many of those spent at industrial conglomerate ThyssenKrupp.

Most recently, he was CFO of German engine manufacturer Deutz.

NEWS

IN BRIEF

Sometimes, the best thing you can do for your mental health and confidence is to walk away for a bit

3,727 FSC-certified products in RAJA Group’s product assortment

Gary Clark, Academy Director, SIA Austria

C$175,000 Amount raised by Novexco’s Hamster brand for the Mira Foundation and La Grande Journée des Petits Entrepreneurs

UNITAR and HP partner

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The United Nations Institute for Training and Research (UNITAR) and HP Inc have partnered to promote digital inclusion, youth employability and women’s empowerment through gamified education in AI, entrepreneurship and game development.

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Floortex partners with Highlands UK-based surface protection manufacturer Floortex has partnered with sales and marketing agency Highlands to strengthen its presence in the US market.

Pentel launches influencer campaign Pentel has launched a social media campaign, #inspiredbycolour, celebrating its Arts and EnerGel ranges with influencer-led content. The campaign features tutorials, giveaways and competitions, highlighting the versatility of Pentel products.

2.6 million tons

Carbon credits Microsoft receives from its US-based projects through a deal with Agoro Carbon

PICTURE OF THE MONTH

OPI Director Janet Bell met Queen Camilla during an official ceremony making Her Majesty an honorary freeman and liveryman of the Worshipful Company of Stationers.

GREEN THINKING

WEEE Directive needs stronger enforcement

The European Commission has published its evaluation of the Waste Electrical and Electronic Equipment (WEEE) Directive, identifying areas where the legislation is falling short.

The review highlights low collection rates, limited recovery of critical raw materials, fragmented Extended Producer Responsibility schemes,

inconsistent treatment standards and an outdated product scope. Only three EU members met the 65% WEEE collection target in 2022 (Bulgaria, Latvia and Slovakia). In addition, nearly half of all electronic waste generated in the EU is not being collected.

The European Toner and Inkjet Remanufacturers Association

Fujifilm to open remanufacturing facility in the Philippines

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Fujifilm Business Innovation has announced plans to establish a circular manufacturing centre in Laguna, Philippines. Set to begin operations in August 2026, the facility will produce remanufactured multifunction devices from machines collected across the Asia-Pacific region.

The centre will disassemble, clean and inspect used machines at a component level, reusing up to 84% of parts by weight. These remanufactured units will undergo the same quality checks as new products and will be assigned fresh serial numbers and manufacturing data.

The move aligns with Fujifilm’s Promoting Resource Circulation Toward Zero Waste policy and follows similar efforts in Japan, China and Europe. In May 2024, the company opened a toner cartridge remanufacturing plant in the Dutch town of Tilburg. The new site will employ approximately 50 people in a 500 sq m (5,000 sq ft) facility.

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(ETIRA) welcomed the evaluation, saying it confirms long-standing concerns from the reuse and remanufacturing sector. The organisation argues that the current system favours single-use products and disadvantages reuse models. It particularly highlighted the imaging equipment category.

ETIRA President Javier Martinez called for the introduction of ambitious reuse targets and stronger enforcement measures, including a dedicated WEEE category for cartridges with minimum reuse targets starting at 30–40%, increasing over time. He also cited unfair competition from low-cost, non-compliant imports as a barrier for legitimate remanufacturers.

“For every single-use clone that enters, two reuse cycles are lost,” said Martinez. “The empty OEM cartridge is not reused and the clone cannot be reused. That is devastating for circularity.”

Arco achieves SBTi validation

Arco has had its net zero targets approved by the Science Based Targets initiative (SBTi), becoming the first UK safety industry business to join the framework.

The company has pledged to cut absolute Scope 1, 2 and 3 greenhouse gas emissions – including those from purchased goods and services – by 42% by the end of FY2030, based on a FY2021 baseline. The target includes land-related emissions linked to materials such as cotton and rubber, as well as bioenergy removals.

Arco’s long-term goal is to achieve net zero across all emission scopes by 2045. Last year, the company reported a 21.2% drop in Scope 2 emissions over a 12-month period.

Lyreco has released an update on its 2020-25 Circular Economy Pledge, highlighting progress across product design, packaging, recycling initiatives and supplier engagement.

Key milestones include the expansion of recycle-ready product lines, with over 90% of Lyreco’s product families now featuring at least one item meeting circularity criteria such as recyclability, recycled content or compostability. The company’s assessment approach has evolved from ISO 14021 standards to a broader methodology known as Sustainable Selection, verified by Société Générale de Surveillance and aligned with ISO 20400 guidelines.

End-of-life solutions have also been a focus, with Lyreco partnering with more than 40 organisations across Europe to roll out collection and recycling programmes for a range of materials, including electronics, batteries, coffee capsules and PPE. Service coverage varies by market depending on local regulations and customer demand.

In packaging, the company reports that 67% of its product range now features recyclable primary packaging, in line with its goal to phase out non-circular packaging entirely. It has also removed single-use plastics from its facilities to comply with the EU Single-Use Plastics Directive.

Additionally, Lyreco revealed that 94% of its suppliers have been assessed for sustainability alignment.

Planet Ark out of administration Australian environmental organisation Planet Ark has come out of voluntary administration.

The foundation – known for its recycling schemes – entered administration at the end of April after running into financial difficulties. Now, the non-profit has revealed that a creditors’ meeting on 13 June unanimously approved a deed of company arrangement allowing the organisation to return to its directors.

“The outcome reflects the strong support from Planet Ark’s employees and stakeholders, and marks the beginning of a new chapter for the organisation,” a press release stated, adding: “With renewed focus and vigour, we remain committed to our mission of empowering Australians to take positive environmental actions.”

GREEN THINKING NEWS

Lyreco reports progress on circular economy goals

European vendors awarded EcoVadis Gold A number of European vendors have further burnished their sustainability credentials and achieved EcoVadis Gold certification.

French manufacturer Tarifold has earned a Gold rating with a score of

environmental values. In 2023, Tarifold – part of the T3L Group – launched its Djois brand, designed to reflect strong CSR commitments through both product innovation and supply chain responsibility. At the time, the company held a Silver EcoVadis rating, with ambitions to reach Gold by 2026.

In the UK, meanwhile, The Cheeky Panda has been awarded Gold status, marking a significant leap for the company, which received a Bronze rating a year ago.

Key to its progress has been the relocation of most of its wipes manufacturing to the UK, reducing transport-related carbon emissions.

The vendor has also produced two Life Cycle Assessments to quantify the environmental impact of its products.

September 2025

The Tarifold team proudly presenting its EcoVadis Gold status

81/100 – a level achieved by 5% of companies evaluated.

Since its founding in 1950, the Alsace-based SME – also a holder of the Alsace Excellence label – has championed local, social and

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BIG INTERVIEW

TECHNOLOGY

SOLUTIONS

TECHNOLO

SOLUTION

Flying HIGH VENDOR

Special Is

N

Run by the tag team of Steve McLaughlin and Ian Buckley, Prima Software epitomises tech expertise, dedication and progress

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obody in business today can afford to stay still yet remain successful. For a technology company, this is perhaps even truer. Prima Software in its original guise is a quarter of a century old. But what started back in 2000 is unrecognisable from the core product and the comprehensive portfolio around it that are available today.

Under the leadership of founder and CEO Steve McLaughlin, Prima has evolved from a rudimentary ERP system developed for the UK office products market to a package that competes favourably with much bigger operators. Importantly, in addition to regional expansion to Ireland, it has also made the transatlantic jump to the US where, six years in, it’s beginning to reap the benefits.

With McLaughlin having risen to the challenge of conquering this new geography, long-standing Prima exec Ian Buckley took charge in the UK and Ireland. Between them, the pair is fiercely protective of the products they have created and the future well-being of their dealer customers. Not to mention enthusiastically confident about the endless opportunities still out there.

OPI’s Heike Dieckmann met up virtually with them in Widnes (near Liverpool, UK) and Atlanta, Georgia, to discuss the journey and why this relatively small SME has made such strides in the business supplies industry in the UK, Ireland and Stateside.

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OPI: Steve and Ian, tell me a bit about yourselves and your careers – at Prima and otherwise.

Steve McLaughlin: I’m the CEO of Prima Business Control Software, better known just as Prima Software. I founded the company back in 2000 in the UK and we launched in the US in 2019.

SPECIA

Special Is

VENDO SPECIA

Special Issue

VENDOR SPECIAL

L-R: Steve McLaughlin and Ian Buckley

My background is a bit of a mix. After studying physics at university, I spent a short service commission flying for the Royal Air Force. When I say ‘short’, it was actually ten years, but in military terms that is short.

Having made the decision to get into the world of business, I started working for a computer software reseller and quickly became the Managing Director. It was my job to grow that business and I did just that – from £1 million ($1.3 million) to £3 million in the seven years I was there.

The experience gave me the confidence to start Prima. If I could make money for somebody else, why not do the same for myself? We began as a light ERP software firm focused on office supplies. A company called Integrity forced a lot of OP companies at the time to upgrade their software. It really helped us and gave us the leverage to start selling Prima ERP. Our system wasn’t the best one out there by any stretch, but it got us into the market.

Ian Buckley: I joined Prima in 2006 on a part-time basis in a telesales role – my other job was stacking shelves at Aldi. It quickly turned into a full-time position. I moved into customer support, onboarding and, in 2012, I was appointed General Manager by Steve.

In 2017, I become Managing Director and restructured the company to enable our expansion into the US.

BIG INTERVIEW Steve McLaughlin & Ian Buckley

There is no doubt that a wellmotivated and engaged team will deliver a better service Day to day, I cover commercial and operations, delivering the strategic objectives of the board. No two days are the same: being an SME, you’re involved in many projects, spinning lots of plates concurrently. I’ve had a great 19 years which, I believe, has a lot to do with the amazing culture in the company.

SM: When I first started the business, we were only a small team and our perks and incentives were pretty ad hoc – just what made sense at the time. As Ian got more involved over the years, we began to take a more structured approach, putting proper programmes and schemes in place. It’s something we nurture in the US too, but the UK side is where it’s most established.

My view is that if you want to get the best out of people, they need to feel part of something bigger and share a common goal – that’s when the real magic happens.

OPI: What does Prima look like today?

IB: We have increased the business to over 230 dealer customers in the UK and Ireland.

September 2025

OPI: You’ve won a number of awards for being a ‘great place to work’ and, of course, were shortlisted in our very own European Office Products Awards this year too.

Prima’s culture is very much part of its appeal – and success – I guess.

IB: Exactly. My personal journey shows people the kind of progression that is possible. When someone walks through the door here, we don’t see them as coming to start a job; they’re coming to start a career, and we’ll support them in every way we can.

It’s a high-performance culture with people who want to achieve.

A lot of effort is put into making Prima a great place to work, with regular socials and incentive-driven company trips. It’s more than glossy rewards, though; it’s about harnessing

a culture where people care about each other, the work they do and the customers we serve.

We also take the mental health and well-being of our team very seriously. A total of 12 of our employees are qualified in mental health first aid and there is an open-door policy across the business, so there is always a listening ear to turn to when people aren’t feeling too well.

Culture is hugely important to us because there is no doubt that a well-motivated and engaged team will deliver a better service to customers – it’s what helps set Prima apart from our competitors.

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Steve McLaughlin & Ian Buckley BIG INTERVIEW

In the US, we will sign up our 40th dealer in 2025. Our US sales have doubled over the past year, which we’re really pleased about, and we’re hoping to double it again in 2026.

The team now stands at about 40 staff, with a big emphasis on developing new technologies and providing excellent customer support.

While most people are based in the UK, we have a growing team in the US and we expect this to scale up rapidly as we onboard new dealers each month.

OPI: Tell me a bit more about the US venture. It’s Prima Edge there, isn’t it, rather than Prima Software?

SM: That’s correct. We set up Prima Edge as a separate company for practical reasons – things like accounting, billing and employing our US- based team. While it’s a different legal entity by name, it’s owned by the same shareholders as Prima Software.

There’s quite a bit of cross-billing between the two, because – as Ian mentioned – a lot of the work for the US business is still supported by our UK team. It might sound complex, but in practice it’s pretty straightforward.

What’s really unique, and something we’re proud of, is that the product itself is the same across all regions. That’s rare. And thanks to the way we’ve built the infrastructure, we can easily switch between currencies – pounds, dollars, euros – and tailor things such as tax systems, language and terminology to suit each local market.

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OPI: The language should be the same for the countries you’re in, nuances aside?

SM: But it’s those small nuances that often matter. For example, what we call ‘direct delivery’ in the UK is known as ‘drop ship’ in the US. There are plenty of little differences like that. We had to make sure we got those details right to properly regionalise our offering.

It’s not just about translating terms – it’s about making sure the software genuinely feels native to the way people do business in each market.

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OPI: How would you describe the journey to where you are today in the US market?

SM: It took longer than we had initially hoped.

But then again, most things in the world of software do. And launching just before COVID certainly didn’t help. When we made the move to the US in 2019, we felt ready. We had a product that had been evolving for nearly two decades, but entering a new market is never as simple as flipping a switch.

The big opportunity for us in the US is in the business products space, much like in the UK

OPI: What kind of dealers do you work with?

SM: To start with, most of our US customers were sub $10 million in revenue; but in the last couple of years, we’ve steadily taken on larger ones. Many of them come from the Independent Suppliers Group (ISG) network.

We’re probably still about 18 months away from

it’s not going anywhere. Software is the same.

You can have the best core product in the world; if you’re not feeding it with the right data, you won’t succeed.

High-quality data with spec sheets, images, rich content, etc is what brings an ERP platform and web store to life. The Amazon experience has raised expectations. Even though Prima is firmly B2B, buyers now want the same smooth, informed experience they get as consumers.

That’s why the data foundation is so critical and why Prima Marketplace is at the heart of our Circle for Success.

Dealers are keen to diversify, especially into new categories such as jan/san, breakroom or furniture. But adding catalogues isn’t as simple as just stacking more SKUs. In segments like these, you’re talking about complex, high-ticket items – fridges, cleaning systems, full coffee solutions – and onboarding that kind of inventory is a serious project.

Furniture is a huge focus for us in the US, for instance. Dealers need access to millions of SKUs, plus tools such as 3D design visualisation, installation support

BIG INTERVIEW Steve McLaughlin & Ian Buckley

and Ireland, and that’s what we’re focusing on.

The difference is, in the UK and Ireland we’re a relatively big fish in a small pond – around 230 customers out of an addressable market of about 500 dealers that genuinely need a comprehensive ERP solution.

In the US, it’s the other way round: a small fish in a big pond. It took about five years before we were really accepted which, to be fair, is hardly surprising. If you’re running a $30 million dealership, are you going to jump ship for a UK outfit you’ve never heard of or stick with the better-known local providers?

It takes time to build trust. We have that now – and we’re seeing the momentum, both in reputation and in numbers. It’s an exciting place to be.

You can have the best core product in the world; if you’re not feeding it with the right data, you won’t succeed reaching even larger players, but our ceiling is around the $50 million mark.

Once you go above that threshold, you’re in territory where dealers tend to have in-house development teams building their own applications on Microsoft Dynamics and the like. And when you work with those businesses, you’re often expected to become part of their development team – that’s not our model.

IB: It’s similar in the UK. We have some sizeable dealers using our solutions and these progressive companies help steer our development focus. If the software works well for the leading dealers, then it’s going to be a great fit for most operators.

IB: As they become bigger, dealers want detailed business intelligence reporting to give them an advantage. We merged with Foresight Technology in 2022 which added the Vantage Point reporting solution to our portfolio – now Prima Vantage. About 50% of our customers are using it – for them, it’s crucial and provides business-critical insight.

The Prima App flexibly deals with everyday tasks such as stocktaking, shipping and customer service. Having a mobile solution today is a complete no-brainer.

Application Programming Interfaces (APIs), meanwhile, have become absolute game changers. Historically, if you had a great ERP

September 2025

OPI: Can you describe your product offering and its evolution? I’m vaguely familiar with your ‘Circle for Success’.

SM: Sure. These days, having just an ERP system and an integrated e-commerce platform – like Prima ERP and PrimaGO – isn’t enough. They’re essential and were our starting point, but now it’s all about what surrounds these features, particularly data.

I always use the analogy of a car: it doesn’t matter how nice the car is – if there’s no fuel,

and so on. We’re just about to onboard our first furniture-only dealer. The volume and complexity of that vertical are massive, but it’s a challenge we’re ready for.

Another good example is print management, something we historically had been quite light on. But one of our customers acquired a company in that arena. It recommended us, saying, “We’re using Prima – it’s much better than your product; also, why have two different systems?”. So we upped our game to become really competitive in this category.

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Steve McLaughlin & Ian Buckley BIG INTERVIEW www.opi.net 20

system and wanted to bolt on new technology – say, a new CRM – you had to manually push data between systems. It was laborious and time-consuming. Now, with the help of two-way APIs, modern products talk to and integrate with each other. So, for example, financial tools, email marketing platforms like Mailchimp and services such as FedEx or UPS can all connect directly with Prima. It’s streamlined, it’s efficient and it’s what modern businesses expect.

It also neatly ties in with what our dealers have been asking us for as a matter of urgency: comprehensive integration with a CRM. We soft-launched Prima Engage last year. It’s a customer engagement portal that is seamlessly integrated with Prima ERP and gives dealers a dynamic view into everything they need to know about their customers and prospects.

OPI: I remember the publicity around the launch. What’s been the feedback so far?

IB: We trialled Engage with a select group of early adopters; forward-thinking dealers that wanted a more integrated and intelligent way to manage B2B sales relationships. Engage brings together real-time sales data, CRM functionality and customer interaction history, all connected within the Prima ERP ecosystem.

We have recently integrated a fantastic AI feature, which can summarise the customer or prospect relationship, based on conversation history, and deliver valuable insights and recommendations to maximise the opportunity.

This is just the start of the AI journey.

Engage also eliminates siloed systems and provides sales teams with actionable insights at every stage of the customer journey, from opportunity tracking to post-sale account management cycles.

The feedback has been incredibly positive and the demand pipeline is strong. Based on current momentum, we anticipate at least 75% of our base will be live with Engage in the next 12 to 18 months. For those live now, it’s already become a core sales enablement tool and a real driver of retention and growth.

OPI: Let’s move to what is always a sizeable elephant in the room. How are you dealing with the fact that the wholesalers in the US control content to such a large extent?

SM: You’re right. In the US, the business products wholesalers typically hold the keys when it comes to search and content, especially in the business products space.

That’s partly down to the sheer scale of distribution across such a vast country.

When we first launched our store, we tried building our own search functionality and

quickly learned that we couldn’t compete with the likes of Essendant and S.P. Richards (SPR).

They naturally prioritise their own data and products and we had to get on board with it.

There are other catalogues we can tap into, such as TD SYNNEX, which has a strong focus on IT – a growing vertical for us – and Educators Resource, to name another. Sure, you’re playing in someone else’s sandbox, but it’s not as painful as it’s often made out to be and we have dealers selling successfully across all of the catalogues we provide.

We’ve created something strong, got it into the hands of dealers and kept improving it The key is putting the right infrastructure in place. We give dealers the tools and flexibility they need to promote the products they want to sell. There’s always going to be some co-dependency, but we make all the features available so they can sell what they want.

IB: In the UK, data comes from all over the place. And the days of ordering the majority of product through the wholesalers are gone. It’s less than 50% of spend now.

The ‘unspecified’ product component dealers are selling, away from the typical paper, print, catering, jan/san and furniture segments, is huge and the range is mind-blowing: it could be mattresses for hotels or grass for the front of a building.

Diversification has become compulsory and we’re helping dealers in that journey.

Whenever our customers tell us they work with a supplier, we will go to that vendor – UK, Ireland or the US – set up a relationship and obtain the relevant content and updates. We then make this available to all customers; they can automatically subscribe and pull it down from Prima Marketplace. All data is obtained completely from source – that’s always been our policy. It enables us to move quickly and do so without a prohibitive cost to the dealer for obtaining that data. It’s vital to what we offer.

We also take data from repositories such as FusionPlus and PBS Network and add it to what we already have. It fills any gaps that may exist, but we have always protected the flow of data by obtaining from source.

SM: Going back to the US – and regardless of the challenges – the reality is that the data from Essendant and SPR is very good. In fact, compared to some of the other content we receive, it’s excellent. You’d be surprised how

OPI: Are dealers finally happy to spend money on technology?

SM: It’s often a mindset, rooted in what they have historically paid. If someone comes along with a product that’s twice the cost, even if

it’s better, there’s naturally some hesitation.

It comes down to return on investment. If the value is clear and tangible, it’s a much easier conversation. And with dealers looking to expand into new and fast-growing categories, that ROI has become more visible. There’s also much greater awareness now that without the right technology, it’s simply not going to work.

Independent dealers have a set budget and for this, they need turnkey solutions. What they are getting from platforms such as Prima ERP and a number of ECI products is fantastic technology, tailored to their world. Sure, there are large-scale ERP systems like NetSuite which can do just about everything under the sun, but the complexity and cost involved are on another level entirely.

What dealers really want is bespoke.

This sector has its fair share of quirks and nuances – this is why there aren’t many new players jumping into the space. Some take a look, realise how deep the rabbit hole goes and quickly decide it’s not for them. It would be equally difficult for us to just pivot into a completely different industry – what we do is highly specialised.

From day one, when I started Prima, the goal was to do the mad thing: build an ERP system from scratch, completely tailored to this market. We’re not NetSuite and we won’t be bought out by Oracle for $9.3 billion, but we’ve created something strong, got it into the hands of dealers and kept improving it.

BIG INTERVIEW Steve McLaughlin & Ian Buckley

often we reach out to large suppliers asking for a product catalogue and all you get is a PDF. We explain that we need structured data to help them sell more products – it falls on deaf ears.

That’s why we’ve invested so heavily in content. Today, we support over 25 e-catalogues in the US from the likes of Supplies Network, Arlington and, as mentioned, TD SYNNEX. We take that raw data and map every SKU appropriately so it is accurate, clean and ready to be shared. It’s a huge job, with a fair bit of manual work and a lot of investment behind the scenes.

We call it the sausage machine: you feed the rough ingredients into the hopper and out come perfectly formed sausages – our finished catalogues – readily available from Prima Marketplace.

What’s huge from a dealer perspective is how seamless it is. If a vendor launches a new product line, there’s no heavy lifting – they just import it. The system also auto-discontinues items, which is key. No one wants to be selling something on their store that’s already out of stock or no longer available. It’s all about giving dealers confidence that what they’re selling is up to date and ready to go.

September 2025 21

Steve McLaughlin & Ian Buckley BIG INTERVIEW

We reinvest around 40% of our revenue back into development – the very foundation of what we now call our Circle for Success.

The best part? We’re still able to run profitably while doing it. As we continue to grow, the percentage we need to reinvest will reduce and our profitability will rise. Everyone wins.

OPI: How would you describe your competitive landscape – NetSuite in the very broadest sense, ECI head-on and everything else in between?

SM: In the US, dealers have a wide spectrum of solutions available to them, with several strong offerings across the market.

Logicblock, for example, has built a great web store solution, particularly well suited for dealers looking for a concise, streamlined e-commerce platform.

Others, such as GOPD, focus on different areas of functionality and serve specific niches really well. Platforms like SSI, Thalerus, Solaris and AOS Ware have been players in the space for a long time and continue to support an important segment of the market.

It’s not always about trying to compete on every front. Sometimes, depending on a dealer’s size, business model or needs, we’ll even recommend another solution if we think it’s a better fit at the time. Our priority is to make sure dealers have the tools that will actually help them grow and be successful.

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IB: There are some great solutions available to dealers and the competition is tough. We are trying to win new business in order to continue our investment into the product because the better the product, the more likely

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dealers are to adopt it. It’s a perpetual cycle of development and improvement.

Winning new customers in this industry, across all geographies, is a knockout business – you’ve got to have a better proposition than your competitors. Ultimately, it’s the dealers that win because this competition drives progress, which leads to even better software solutions.

OPI: What’s on your future roadmap?

IB: Continue doing what we are doing but always trying to improve. We’ve come through some tough times but we’ve stuck at it and managed to grow each year.

In the US, we’re now at a point where we are a trusted and viable provider. The tariff situation recently hasn’t helped and neither have other political moves in the country, as they’ve caused customer caution and decisions being put on hold. But we started the year strongly and we’ll finish it strongly – people eventually want to get on with things.

Because they have to.

SM: Our main focus has always been and continues to be the business supplies market.

But moving forward, we know we need to broaden our horizons. It’s not just about helping existing customers expand into new categories; it’s about reaching entirely new audiences in other verticals, whether that’s jan/ san, industrial or something else altogether.

Naturally, when we explore other sectors, we’ll likely find competitors already doing good work. But that’s ok. We’re confident in what we’ve built and excited about what we can do with the product portfolio we now have. We’re just getting started.

Amazon Success starts with Smarter Strategy We drive growth with smart content, optimized media, and full-service e-commerce support.

• Amazon • Walmart, Wayfair, TikTok, and more • B2B and B2C strategy

• Advertising and content creation • Channel management and reporting

Let’s talk about what’s possible. thinkhighlands.com

FOCUS

AGAINST the odds In a year marked by econcomic uncertainty, Acme United reported a record second quarter. OPI’s Andy Braithwaite caught up with CEO Walter Johnsen to find out more

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lowing consumer demand and volatile trade conditions are two headwinds businesses have been facing in 2025.

Against this backdrop, Acme United delivered its most profitable quarter ever in Q2.

It was not achieved through top-line growth, but by doubling down on inventory discipline, supply chain agility and strategic investments in manufacturing. “We had to make tough decisions, but we were ready,” notes CEO Walter Johnsen. “It was challenging to say the least, but our team turned short-term disruption into long-term advantage.”

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BEING PREPARED For the three months to 30 June 2025, Acme reported a net proft of $4.8 million, up 7% year on year and a record figure for the vendor.

The result came despite a 3% decline in sales to $54 million following customer order cancellations in April due to extreme tariff hikes on Chinese imports.

This resilience was due in no small part to strategic foresight. In anticipation of possible tariff disruption following the 2024 US presidential election, Acme increased inventories in late 2024/early 2025. When tariffs were unexpectedly raised to 145% on certain Chinese imports, the vendor had stock on hand and was able to support regular customers – even as competitors struggled to respond.

Tariff pressure was especially disruptive in Acme’s core US market, where some major retail clients cut back-to-school (BTS) orders for Westcott-branded cutting tools. Yet the

firm’s measured response paid off. Rather than chase unplanned orders or discount heavily, Acme prioritised its regular customer base and preserved pricing power by working closely with suppliers and selectively raising prices.

When the crisis came, we responded quickly Johnsen acknowledges that tariffs of this magnitude caught the company by surprise.

“We didn’t expect 145%,” he says. “However, we had already diversified a lot of our supply base – and when the crisis came, we responded quickly.”

SOURCING SHIFT That response included accelerating a shift in global sourcing. Acme is currently moving 25% of its global Westcott production to Malaysia – a decision informed not just by tariffs, but also by wider geopolitical and demographic trends.

Johnsen points out that labour costs in countries such as Thailand now being significantly lower than in China. Meanwhile, China’s one-child policy legacy is leading to concerns about a shrinking industrial workforce, something which is already starting to manifest itself and will likely become a bigger problem in a few years’ time.

The manufacturing shift is being enabled

by China’s own infrastructure policies. Under the Belt and Road Initiative, many Chinese

If a buyer wants something made outside of China, we’ll figure out how to do it

Speculating on the reasons for this, he suggests customers may be seeking to de-risk their private label programmes after being caught off-guard by sudden tariff hikes. Others might be responding to political pressure, reputational concerns or simply a desire to spread their sourcing footprint.

Regardless of the motivations, Johnsen states: “If a buyer wants something made outside of China, we’ll figure out how to do it.”

Walter Johnsen

OUTLOOK AND M&A APPETITE Despite the soft top line in Q2, Acme remains optimistic about the second half of the year.

While some cancelled customer programmes will not return – particularly in the BTS season – others may resume as inventory runs down and pricing stabilises. The company is forecasting growth in both sales and earnings in Q3 and Q4, although it remains cautious given ongoing macroeconomic uncertainties.

With its balance sheet in strong shape, Acme is also actively exploring acquisition opportunities. “There are companies out there struggling with tariffs and looking for solutions,” Johnsen notes. “We’re seeing more attractive companies – and we’re in a position to act.”

Acme United’s performance in Q2 sends a clear message: by anticipating tariff risks, maintaining discipline in inventory and pricing and investing in production where it counts, the company has not only protected its bottom line – it has laid the groundwork for continued expansion.

September 2025

BUYERS BEWARE On the topic of sourcing, Johnsen warns buyers to be vigilant and know their supply chains. He himself spends a lot of time in China, personally visiting factories and suppliers – not something all CEOs do – and has a deep understanding of regional production dynamics.

One concern is the risk of questionable practices regarding certificates of origin as retailers scramble to meet non-China sourcing requirements. Johnsen urges business leaders to look out for “red flags” if suppliers are suddenly able to switch large quantities to non-Chinese production locations.

“I can only say, ‘Buyer beware and verify what you are being told’,” he advises. “Companies could unknowingly be putting themselves at risk if they fall foul of the Foreign Corrupt Practices Act.” The tariff crisis naturally reinforced the value of domestic production. Acme’s North American manufacturing operations – especially in the first aid category – ran at

full capacity during Q2. Its Med-Nap facility in Florida, along with plants in North Carolina and Washington state, played a critical role in supporting customers during the disruption.

One of the standout developments was the acquisition of a new 77,000 sq ft (7,700 sq m) facility in Mount Pleasant, Tennessee. The site will become the new home for the company’s Spill Magic brand – a fast-growing line of industrial spill clean-up products used in retail, foodservice and healthcare environments.

Production is set to begin in early 2026.

The move not only secures long-term capacity but also qualifies for favourable tax treatment under the US manufacturing deduction scheme. It is another example of Acme’s ability to align operational strategy with financial optimisation.

First aid now accounts for the majority of Acme’s business and was a major contributor to the company’s Q2 performance. Sales in Canada rose by 28%, driven by strong demand for first aid kits and supplies from the company’s First Aid Central division.

Europe, meanwhile, represents a major opportunity. First aid currently makes up about 10% of Acme’s sales in the region, but the company is aiming to increase this percentage significantly over the next five years.

“This is a product category that adds real value,” says Johnsen. “It’s not commoditised, there’s a training component and the sales model generates recurring revenue through refills and regulatory compliance. It’s a great fit for the office and industrial channels alike.”

FOCUS Acme United

manufacturers – including Acme’s partners – have invested in neighbouring countries such as Vietnam, Malaysia and Thailand, where logistics, financing and visa access are relatively streamlined.

Johnsen is also seeing what might be a broader shift in sentiment among US retailers: several large buyers are explicitly asking for products that are not made in China.

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TECHNOLOGY

SOLUTIONS FEATURE

TECHNOLOGY

SOLUTIONS

Special Issue

VENDOR SPECIAL

TECH TALK

Special Issue

VENDOR SPECIAL

It’s not about having more software, but about the right systems working together – seamlessly

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oftware technology has become integral to all players in our industry, resellers and distributors in particular – from SMEs to the biggest operators.

Rather than simply choosing one ‘package’, the focus has increasingly shifted to – often disparate – platforms working together.

OPI’s Heike Dieckmann asked a number of software solutions providers for their thoughts and guidance on the current situation among their dealer customers, the absolute need for integration and, of course, the omnipresent conversation around AI. The consensus is that the tools are all there and the opportunities, for some at least, are clear. The key is learning how to use these tools properly and then executing accordingly.

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STATE OF PLAY

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Sonny Arora, Managing Partner, AOSWARE For many years, dealers have had a hands-off approach as regards content, product offering and marketing, and left the heavy lifting to the wholesalers and software providers. Only a few are waking up to the reality that without a proactive attitude towards controlling product mix and what your customers see and purchase, margins are greatly impacted.

Relying on the old ways of wholesalers controlling what you sell or how you show the product is a sure way to lose customers and profit margins.

Sonny Arora

None of the above is helped by the fact that most dealers today are in their 50s and 60s.

I’m of that same generation so I know we are a sceptical bunch and change is not easily accepted – the “if it ain’t broke, don’t fix it” mentality – even though it is broke. It’s the reason many are still running their businesses with software that’s 20-30 years old, with no enhancements having been implemented over the years.

Progressive dealers look for growth, efficiency and a move towards newer tech – I would argue this is true for about 10-20% of dealers today. Others tried to bring in the next generation but found many young people walk away from the family business to explore other opportunities. Until the old guard is ready for change and allows the new generation to have input, we will see this industry fade away. Also, don’t forget it’s free to window shop. Just have an open mind – there is so much potential.

Raymond Hill, VP Sales, Business Management International (BMI) In most cases, dealers primarily want to focus on running their businesses – they rely on us to handle the technical side of things. As such, technology gaps are not uniform across the board; they tend to be inconsistent and vary from dealer to dealer, depending on individual backgrounds and resources.

However, one area where dealers consistently do well is in their use of Excel within our ecosystem. With BMI SupplyAutomate, they can easily manipulate data in Excel format and seamlessly publish updates right back into the system. This particular workflow has seen strong adoption.

FEATURE Technology Providers

John Evans, Co-owner & President, SSI We are seeing heavy growth in independent dealers’ use of technology – more so than at any time in the past. In recent years, they have become increasingly aware of the role it can play in keeping them competitive.

Dealers are putting time, effort and money into this area and it’s not just their back-end systems: they are paying more attention to their websites, investing in SEO and working with AI systems such as ChatGPT to see how these can help their businesses.

That’s independents as a whole community.

When you start looking at individual organisations, there are still many which have to invest more in technology, because they will need the tools if they want to continue to grow and stay competitive, especially as Amazon and other players push further and further into the business products space.

It’s not just about spending money on software; it’s maximising what they get out of it. I repeatedly tell our dealer customers that the best money they can spend on technology is on training. The better you understand the software, the better you can use it to reduce your costs – the whole point of investing in technology to begin with.

• Where and why customers are abandoning their purchasing journey • Any patterns related to time-of-day or customer demographics

Richard Sinclair

Brian Bowerfind

It’s not just about spending money on software; it’s maximising what [dealers] get out of it

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Successful dealers understand they still have to focus on the basics of building customer relationships. Technology just makes it easier and gives them more time to focus on selling.

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Richard Sinclair, Co-CEO, EO Group/Office Power For the past decade, digital commerce has been focused on execution, completing transactions, converting baskets and ensuring delivery. Success was measured by sales volume, with efficiency as the dominant priority.

This model is no longer sufficient. As customer acquisition costs rise, margins are squeezed and consumer behaviour becomes more complex, the commerce infrastructure needs to evolve.

Commerce today is not just about transactions; it’s about intelligence. Every order processed and visitor on your site contains valuable behavioural signals, such as: •W hich products do best in specific channels •P referred offers and pricing strategies by customer segments

For many businesses, this data exists but often remains untapped, buried in fragmented platforms or back-end systems. It’s typically only reviewed reactively and after an issue arises, instead of being used proactively to inform strategic decisions. This represents a significant missed opportunity. In the digital economy, data isn’t just operational; it should be directional.

With the decline of third-party data due to regulatory changes and platform updates, first-party insights have become invaluable.

While many brands leverage first-party data for CRM and personalisation, they often underutilise commerce data related to customer behaviour.

This is where modern infrastructure plays a critical role. Platforms such as Office Power turn transactional data into actionable intelligence, helping businesses adapt to customer preferences and market dynamics.

The goal isn’t more data, but smarter data.

Data that enables businesses to make faster, more informed decisions.

Brian Bowerfind, President of LBMH and Distribution, ECI Software Solutions Customer expectations remain high and the dealers that are rising to the occasion are those taking a strategic approach to the adoption of technology. Tools that power e-commerce, ERP and AI are now able to deliver real results which improve the bottom line.

Even the most seasoned operators are facing the reality that what worked five years ago doesn’t scale the same way today.

It’s time to bridge the digital disconnect.

Disparate systems continue to be a stumbling block, limiting scale, speed and insight.

Perhaps it’s order data that doesn’t sync cleanly with inventory; maybe e-commerce isn’t fully tied to pricing or customer history is fragmented across platforms – each divide pulls away from greater efficiency.

A growing number of dealers are already embracing connected tools such as CRM, SEO, email marketing and cart recovery tactics to lift e-commerce performance. Yet for many, centralised data, automated workflows and real-time reporting remain out of reach.

Technology partners and wholesalers must step forward to provide better support, not just more SKUs or platforms. Centralised systems need to join the dots, not just provide additional tools.

FEATURE Technology Providers

SEAMLESS & FLEXIBLE INTEGRATION

Brian Bowerfind, President of LBMH and Distribution, ECI Software Solutions Diversification remains a key growth lever for dealers, but it comes with added complexity.

Expanding into categories such as jan/san or breakroom is one thing. Entering furniture is another. Configurable products, longer lead times, variable freight and multi-vendor coordination all push beyond what disconnected systems can handle.

This is where integrated platforms are essential facilitators of growth. Dealers finding success in furniture aren’t doing it manually; they’re relying on connected ERP, e-commerce and planning tools that tie quoting, sourcing and fulfilment into a single workflow. These systems help preserve margins on high-ticket items while improving the customer experience across the board.

Raymond Hill, VP Sales, BMI One of the most significant tech trends unfolding right now is the shift towards seamless integration between applications, enabled by modern technologies such as Application Programming Interfaces (APIs). It’s at the heart of what we’re accomplishing with SupplyAutomate, which is architected within the Microsoft cloud, allowing us to deliver scalable, reliable and secure solutions – regardless of clients’ location or infrastructure.

In the past, legacy systems were often cumbersome, demanding custom code and extensive effort just to enable basic data exchange between platforms. This not only made system updates laborious but also drove up costs considerably.

In contrast, today’s cutting-edge solutions allow for much more of a ‘plug-and-play’ approach – applications can now connect and share data efficiently, often without the need for time-consuming or custom-built modifications, and all in real-time. This rapid, flexible integration is transforming the way dealers operate, opening the door to new efficiencies and opportunities for innovation.

John Evans

Andy Ballard

September 2025

John Evans, Co-owner & President, SSI Integration is increasingly important, both internally and externally. On the customer side, it’s being driven by how end users are ordering. More and more customers want seamless connections between the dealer’s software and their internal procurement systems because it makes their lives easier.

As for dealers, integration offers them access to additional capabilities without the need to rekey information or maintain redundant databases. We have been integrating our software with a growing number of third-party applications to give dealers easy solutions for things like routing and proof of delivery, service dispatching, CRM and digital marketing.

Andy Ballard, Director of Sales & Marketing, GOPD No two dealers are the same. Each one has unique products, target customers and operational needs. At GOPD, we embrace this individuality. We are also acutely aware of the need to work together to give dealers the most comprehensive toolkit.

We partner closely with the major wholesalers to deliver updated content, accurate pricing and powerful search capabilities. Dealers can onboard multiple wholesalers without duplicate listings and further enrich their catalogue with specific non-wholesaler items.

To expand our solutions, we work with a wide range of complementary systems, tailored to the unique needs of dealers. Many rely on QuickBooks, for instance. GOPD seamlessly integrates with the software, using QuickBooks’ APIs to automate the flow of orders and data.

We further collaborate with two consultancy firms that provide hands-on training, support and tools such as comission reporting.

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FEATURE Technology Providers

For dealers that prefer NetSuite, particularly for its CRM and business management features, we offer a direct interface through a NetSuite consulting partner. We can also accommodate other accounting platforms.

Furniture dealers benefit from our integration with Furniture Command Center; we also support industry-standard .sif file exports, making it easy to import quotes and orders into specialised furniture software. For print dealers, meanwhile, using platforms such as e-Quantum, GOPD provides a smooth order download experience.

Need to optimise delivery logistics? We have partnered with Apjax Automation to offer smart delivery truck management, including route optimisation.

When several dealers join to service a large customer together, our multi-dealer marketplace includes a common website and punchout integration, and orders are transferred to the best dealer location for fulfilment, with accounting managed through QuickBooks.

THE ROLE OF AI

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Raymond Hill, VP Sales, BMI Broadly speaking, the adoption of AI within our sector remains in its infancy. While the buzz around it is undeniable, practical implementation is still limited for many industry players. At BMI, we have taken a proactive step by integrating Microsoft Copilot throughout the SupplyAutomate platform, positioning us front and centre of this technological wave.

Our focus now is on equipping clients with the knowledge and training they need to unlock the full potential of AI within our system.

By helping their teams develop proficiency in these tools, we empower them to achieve notable gains in efficiency and insight – setting a strong foundation for future growth.

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Brian Bowerfind, President of LBMH and Distribution, ECI Software Solutions It’s hard to get far into any technology conversation without arriving at the topic of AI. Although much concern centres around not being left behind the wave of AI, there is plenty of apprehension on the other end too – not wanting to fall victim to any hype cycles.

At the end of the day, there has to be a clear ROI for dealers. All AI is not created equally – it’s neither a magic fix nor something to ignore. What sets successful systems apart is an ability to meet dealers where their needs are, future-proofing technology that integrates processes, centralises data management and reports with analytic capabilities.

Raymond Hill

The transformative functionalities of AI are becoming more sophisticated. This is especially the case when embedded into something dealers already rely on, such as an ERP system. The most efficient uses of AI remove friction and reduce repetitive work.

By flagging abnormalities, detecting fraud and automating repeat orders based on historical data, AI can streamline end-to-end business management.

AI-driven insights aid with automating workflows, helping dealers evolve in how they manage customer relationships. Predictive analytics can highlight likely needs before they’re voiced and generative tools facilitate interactions at scale. Personalisation is possible without demanding more time from teams at full capacity.

All AI is not created equally – it’s neither a magic fix nor something to ignore

The potential is exciting, but AI is not a fix-all and dealers must choose the right models for them. Poorly scoped tools won’t provide successful ROI. That being said, AI also can’t sit on the sidelines. It needs to be built into the architecture of ERP, e-commerce and planning systems. Then it can drive smarter sales, tighter service and more accurate forecasting behind the scenes.

HOW TO...

TECHNOLOGY

SOLUTIONS

TECHNOLOGY

SOLUTIONS

Issue The reverseSpecial VENDOR logistics SPECIAL

Special Issue CONUNDRUM

VENDOR SPECIAL

Special Issue

VENDOR SPECIAL

Kevin McGirl urges B2B organisations to automate their reverse logistics in order to improve efficiencies, profitability and the customer experience

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everse logistics – the process of managing returns, repairs and warranties – has long been the Achilles’ heel of B2B supply chains. For manufacturers and distributors in the business products industry, it’s a silent P&L killer which drains resources, erodes margins and frustrates customers.

It doesn’t have to be this way.

Forward-thinking organisations are turning to AI automation to transform reverse logistics from a cost centre into a competitive advantage. So, let’s dive into why this shift is happening, how it’s driving ROI and what it means for the future of your business.

www.opi.net

HIDDEN COSTS Before we talk solutions, we need to unpack the problem. Reverse logistics are inherently complex. Unlike forward logistics, which are linear and predictable, reverse logistics involve multiple stakeholders, fragmented processes and a lack of visibility. Here’s what this looks like in practice:

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• Manual processes: Most returns are still handled manually, with staff keying data into ERPs, chasing vendor approvals and reconciling invoices. This eats up valuable time and creates the potential for errors.

• P&L impacts: Returns often involve multiple departments , such as sales, customer service, purchasing and finance. None of these are incentivised to prioritise them. The

result? Bottlenecks, delays and frustrated customers. The lack of coordination leads to financial impacts that pound the P&L: missed vendor credits, customer accounts receivable invoice disputes and the like.

• High costs: The cost of processing a return is eight to ten times higher than fulfilling the original order. Even if your volume of returns is low, every transaction is a margin killer, especially when you factor in labour, freight and write-offs.

THE ANSWER? AUTOMATION How do you fix a broken system? The answer lies in automation. By leveraging AI technology to streamline and standardise reverse logistics, B2B organisations can achieve three critical outcomes: efficiency, profitability and customer satisfaction.

Even if your volume of returns is low, every transaction is a margin killer Automation eliminates the manual tasks that bog down your team. Instead of keying data into an ERP or chasing approvals, employees can focus on higher-value activities including building vendor relationships or driving sales.

A specialist reverse logistics platform with full ERP integration provides end-to-end visibility, ensuring that every step of the return

CREATING ROI Leaders in our sector are typically pragmatic buyers and won’t invest in AI technology just because it’s the latest trend. They also believe in the old business mantra, “Sales is vanity, profit is sanity”.

The good news is that the ROI of automating B2B reverse logistics is compelling. And the benefits are not just theoretical but based on real outcomes achieved by companies that have embraced automation. You can expect:

WHY NOW? The business supplies industry is at a tipping point. Rising customer expectations, shrinking margins and increasing competition make it imperative to act now. By automating reverse logistics, you’re not just solving a problem – you’re creating a strategic advantage.

This might sound like a controversial point of view, but the reality is that most of your competitors will sit on the fence waiting to “see what happens”. They will continue to rely on manual processes, outdated systems and fragmented workflows. That’s your opportunity. By getting ahead of the curve, you can build a competitive moat which is hard to replicate.

Reverse logistics may not be the sexiest part of the supply chain, but they are hugely impactful. The technology is here for manufacturers and distributors in our space to implement and the ROI has been proven in other, similar supply chains. The question is: are you ready to take the leap and gain first mover advantage?

Kevin McGirl is Managing Director EMEA at Continuum AI. He has over 40 years of experience in implementing transformative technologies that empower B2B supply chain businesses to drive sales growth and enhance profitability. For more details about Continuum, a platform that is purpose-built for B2B returns, warranties and repairs, please visit www.gocontinuum.ai

September 2025

• Cost savings: Automation reduces labour costs by up to 70% and freight costs by 30%. These resources can be redeployed to more positive (and profitable) tasks.

• Revenue recovery: Organisations are recovering 80-90% of vendor credits and reducing write-offs by 50%.

• Customer retention: Improved processes lead to a 20-30% increase in customer satisfaction and loyalty.

Reverse Logistics

The reality is that most of your competitors will sit on the fence waiting to “see what happens”

HOW TO...

process is tracked and optimised. As an example, Tropic Supply, an HVAC distributor, implemented an automated system and reduced processing times by 50%. It gained real-time visibility into returns, enabling faster approvals and fewer errors. This resulted in a 99% customer satisfaction rating (up from 73% prior to the returns automation initiative).

It’s not just about cutting costs. Automation unlocks new revenue streams. By recovering vendor credits, optimising stock rotations and reducing write-offs, B2B operators can turn reverse logistics into a profit driver.

Here’s another real-world example: a Midwest electrical distributor was sitting on $250,000 worth of non-stock inventory waiting for vendor approvals. By automating its returns process, it cleared the backlog in weeks, recovered 90% of the vendor credits and freed up valuable warehouse space.

Business products is a highly competitive sector. As such, the customer experience is king. A seamless returns process builds trust, strengthens relationships and drives loyalty.

Automation enables self-service portals, real-time updates and faster resolutions – all of which improve the customer experience.

A major door hardware distributor representing over 250 manufacturers implemented an automated returns platform that allowed customers to initiate returns online and track their status in real time. The result was a 30% increase in customer satisfaction scores and a 20% reduction in churn.

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OPINION

TECHNOLOGY

SOLUTIONS

TECHNO

SOLUT

that are most relevant to its audience.

Beyond product segments, think about customer types or locations too: www. globalgovernmentsupplies.com for public sector buyers or www.globalproductschicago. com for geotargeted outreach and local appeal.

Tailor each site’s content, homepage features and ‘Contact Us’ section to reflect the relevant specific interests. Add local events, industry news or special messages to boost connection and credibility. This multi-site approach allows you to maintain a strong, broad identity while still appearing as an expert in certain fields – the best of both worlds.

A software platform that integrates with multiple wholesalers lets dealers offer as many product categories as they like, without duplication. It should also allow them to import their own product files to further customise what each site showcases.

To maximise visibility, dealers need to turn on any available SEO tools. These boost search rankings by highlighting specific keywords – product types, industries, services

Special

Go niche TO GO BIG

T

www.opi.net

he office supplies industry has evolved. What was once limited to pens and paper has expanded into a wide array of products – furniture, technology accessories, school supplies, breakroom needs and jan/san items. Today’s dealers are one-stop sources for almost everything a business needs.

This comprehensive approach can be overwhelming for customers seeking specialised solutions. A law firm and a school have very different needs and a one-size-fits-all website may fail to resonate with either. So how can you present yourself as both a universal supplier and a niche expert?

One effective strategy is to maintain your main company website while also launching niche sites tailored to specific industries or customer segments. Start by evaluating your current website through the lens of your diverse customer base.

Ask yourself: does the site convey expertise in its particular field with the most relevant products featured prominently? Would a visitor say, “This Company understands my needs”?

Chances are the answer to all these questions will not be a resounding “yes”.

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BUILD AN E-SHOPPING MALL Creating additional sites doesn’t mean abandoning your core brand. Instead, you can build a family of niche stores that clearly identify themselves as ‘a division of’ your main business. Examples include: www.globalofficefurniture.com, www. globalschoolsupply.com and www. globalsafetysupply.com.

Each site can showcase a curated selection of your full catalogue, highlighting products

Special Issue

VENDOR SPECIAL

Special

Build a family of niche stores that clearly identify themselves as ‘a division of’ your main business or geographic locations – making it easier for new shoppers to discover your business through Google or other search engines.

Andy Ballard is Director of Sales & Marketing at GOPD, a provider that can help customers with launching niche sites, tailoring carts and boosting SEO. For more details, visit www.gopd.com

VEND SPEC

BE RELEVANT Smart shopping carts take capabilities even further as they dynamically display products based on user type. Whether it’s a hospital, school or non-profit, customers see exactly what is relevant to them. Carts can also be branded and simplified for easy shopping by parents, employees or supporters and be customised for events: school supply drives, corporate functions or fundraising efforts.

Once customers visited your site, give them a reason to keep coming back. Activate a rewards programme, for instance, where they earn points with every purchase and redeem these for snacks, gifts or charitable donations – small touches that create big loyalty.

My advice would be for dealers to occasionally step back from daily operations and dream big. Find out what new directions you could explore, what audiences you could serve or what services you might expand.

Seek input from friends, family and your team, as everyone has different perceptions and needs. When you’re ready to bring those ideas to life, get in touch.

VEND SPEC

Register Now!

ISG members, suppliers, partners, and industry leaders under one roof to exchange

JOIN... insights, ignite ideas, and shape the future of the Independent Distribution Channel!

What ISG attendees said about Industry Week ‘24!

It's an excellent opportunity to learn new ideas, meet key vendors and other dealers, and determine strategic solutions for our businesses.

– Laurie D. Jones, Office Plus of Kansas Industry Week is our opportunity to step out of the daily grind, look at the big picture, learn from our vendors and each other.

– Bill Zimmerman, Office Outfitters It was my first time, and I would most certainly recommend the show to any member. Highlights are the many things I learn from the seminars and other members.

– Tara Thorne Buebendorf, Plankenhorn Stationery

After attending our first Industry Week, the event reignited our enthusiasm for working with entrepreneurial independent distributors.

– Josh Shea, Inteplast Industry Week is the premier event for connecting with the independent dealer community and industry peers alike!

– Jennifer Krach, C-Line Industry Week is an excellent opportunity for ISG Brand Partners to engage with ISG members…gaining valuable insight on the group, the industry, and how to best support it.

– Josh Silverman, Global Furniture Group

Highlights: Networking, Industry Leaders, Tradeshow, Social Events, Seminars, AOPD Collaboration Register now and get ready to collaborate, exchange ideas, and build relationships that can ignite new ideas and unlock new opportunities for you and your business.

REGISTER NOW

Diamond Sponsor

SPOTLIGHT

Czech IT OUT

Global business supplies market researcher Martin Wilde takes a look at the Czech market, discussing recent developments with one of its dominant players – Officeo’s Milan Baran

S

www.opi.net

imilar to many countries in Central and Eastern Europe, business supplies distribution in the Czech Republic remains rather fragmented.

In terms of ‘traditional’ business supplies resellers, there are still several hundred small businesses serving regional cities and towns, of which only seven to ten are of a substantial size. However, ongoing competition is driving continual consolidation.

A small number of large B2B business supplies resellers have sales of over €20 million ($23 million). These include: Activa, Lyreco, Papera, Smero and Officeo (formerly Office Depot and now part of PBS Holding, having merged with the Büroprofi business in the Czech Republic about five years ago).

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Milan Baran

Retail distribution is even more scattered, with each town having a few retail stores, mainly serving B2C customers, and also offering adjacent products such as toys or books.

WHOLESALE FRAGMENTATION There are no large national business supplies wholesalers in the country. Instead, several smaller wholesalers – Officeline, Pala, Avetech, Pas and Poprokan, for instance – offer specific brands.

Whatever the size of our customers, they all want to focus on their main priority – their own business This fragmented traditional supply chain is currently losing share to online channels, as Milan Baran, Managing Director of Officeo, explains: “We already have hundreds of e-shops selling office supplies, but emerging now as adjacent distribution channels are players in big food (eg Rohlik), electronics (Alza – the biggest PC/electronics etailer in the Czech market) and books (Megaknihy).

These are operators offering business supplies as an adjacent product range to their predominantly B2C customers. We’ve even noticed that one of the car spare parts resellers is now selling office supplies.”

The Czech market also has strong online marketplaces, such as Allegro and Kaufland Global Marketplace, as well as online price comparison platforms which include Heureka Group, for instance.

“Our business customers don’t want to deal with hundreds of suppliers: they prefer to have a reliable one-stop shop which can provide them with everything they need. We are not really a provider of office supplies anymore, but instead an integrator of services.”

He believes Officeo has been the most successful business supplies reseller in the Czech Republic in terms of its diversification strategy. In fact, ‘traditional’ OP is now only about 45% of Officeo’s business, with hygiene and refreshments at about 30% of sales and increasing, followed by MPS and print services, furniture and safety products, all of which are also growing.

NO WHITE GLOVE SERVICE Customer service expectations in the country tend to be similar to other markets: the standard delivery requirement is next day, although most resellers currently do not have their own delivery fleet or drivers and typically don’t deliver beyond the customer’s front door.

In general, the market is regarded as being very price sensitive, so competitive pricing is hugely important, and demand for well-priced

September 2025

Martin Wilde is Managing Director of business supplies market research firm Martin Wilde Associates – www.martinwilde associates.com – and works closely with OPI on a wide range of projects

PROS AND CONS Looking ahead, demand for traditional business supplies is expected to continue to decrease.

On the plus side, an emphasis on single sourcing means customer demand for office furniture and adjacent categories – particularly safety and hygiene products – is expected to grow, further promoting diversification, especially among larger operators.

However, as Baran cautions, expansion into MRO and technology products which is evident in some other markets is still in its infancy in the country. “This could be a trend for the future, but it’s all about the knowledge and competence of sales reps,” he says.

“They need to acquire the necessary expertise and the relevant sales skills, which isn’t easy.

Our business is becoming more complex as we trade over 20,000 SKUs. We are moving slowly in the right direction; however, it is necessary to have experts in those categories who help our sales teams.”

Plugging the knowledge gap is associated with two other opportunities, asserts Baran: “Drop shipment is our next big project – to involve more partners with larger portfolios to help build up new brands. We don’t necessarily want these products in our warehouse, but instead offer them on demand, with the help of those partners.

“Secondly, with AI usage now evident in all aspects of our lives, we see a lot of opportunities. We are currently looking into chatbot tools for more accessible information to products and services. We will also investigate dynamic pricing to stay competitive as well as a more personalised customer shopping experience, including more attractive content and better search options.”

Czech Republic

Drop shipment is our next big project – to involve more partners with larger portfolios to help build up new brands

and packaged private label ranges is reportedly growing.

In terms of sustainability and environmental requirements, the Czech Republic follows EU regulatory frameworks, although customer demand for suppliers to develop a comprehensive carbon footprint strategy and sustainability profile is growing relatively slowly, and predominantly fuelled by large international corporations.

What is different about the Czech market is a government-driven requirement for inclusivity.

Baran gives an example: “All companies that employ more than 25 people have to either employ a disabled person or pay a special tax.

As a result, we have teamed up with several ‘sheltered companies’ which employ disabled people. These either provide employees who work for us or supply us with products or services which we then sell to our customers.”

SPOTLIGHT

The trend of online players from different categories now adding business supplies to their portfolios is being matched by B2B business supplies resellers diversifying their ranges, Baran continues: “In 2013, we took the decision to expand our portfolio and build up our competencies in value-added services in, for example, print management and MPS, furniture design and installation, safety, hygiene and breakroom products.

More recently, we’ve introduced fresh fruit distribution and coffee machine rental.”

So far, it has been the largest ‘traditional’ resellers which have been the most adept at this – their financial strength gives them the ability to invest and diversify as well as provide competitive customer service and support for these ‘new’ categories.

As Baran points out, diversification has undoubtedly been driven by end-user demand: “Whatever the size of our customers, they all want to focus on their main priority – their own business – so they require a supplier that is able to provide all the requirements of an office, whether it’s furniture, carpets, cleaning products or office supplies.

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RESEARCH

Breaking POINT

The latest research from WORKTECH Academy outlines the critical tensions that put today’s workplaces under considerable strain

pressure are trying to depoliticise their brands.

McKinsey recommends large international organisations establish a “geopolitical nerve centre” to anticipate and manage risks such as tariffs and policy shifts, as outlined in the research firm’s 2025 study Navigating Tariffs with a Geopolitical Nerve Centre.

G

– by Kate Davies

3. Climate emergency The climate crisis remains a top priority.

According to a 2022 report by the UN Environment Programme and the Global Alliance for Buildings and Construction, buildings globally account for 39% of energy-related carbon emissions, putting workplaces under pressure to decarbonise.

WORKTECH proposes Climate Transition Action Plans (CTAPs) as a solution – structured roadmaps to help companies achieve environmental targets. How to Chart a Credible Path to Net Zero by Deloitte recommends that CTAPs include science-based emissions targets, clear milestones and alignment with business strategy and capital allocation.

eopolitical shocks, climate imperatives and the rapid acceleration of AI are reshaping the global workplace.

WORKTECH Academy’s Trend Report Q2 2025: Under Pressure identifies ten stresses impacting workspaces and offers guidance for intentional, strategic responses.

www.opi.net

1. AI acceleration gap AI is advancing faster than workplaces are prepared for. While technical rollout is easy, cultural and strategic adaptation is harder.

This is resulting in role confusion, distrust and stress. Although some frontier firms are rebuilding workflows around AI, many remain in pilot mode and lack governance.

The report warns that without AI fluency, critical thinking and emotional intelligence, companies risk automating without intention – underscoring the need for holistic integration rather than bolt-on solutions.

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2. Geopolitical turbulence From global conflict and unstable trade alliances to attacks on diversity, equity and inclusion (DEI), employers are operating in an environment where external tensions directly influence internal culture.

DEI programmes are quietly being rolled back, flexible work is labelled ‘woke’ and businesses under cultural and political

2%

Organisations that have instigated cyber resilience across operations

4. Talent tension As leaders push for more office days, employees insist on some flexibility – creating a power struggle which complicates talent attraction, retention and performance.

Research from WORKTECH’s Melbourne conference in May shows hybrid patterns have stabilised, with around 25% of workdays spent at home. Yet many companies send mixed messages – saying one thing in public while doing something different behind the scenes.

The report calls for smarter strategies, such as synchronising in-office days, refocusing reviews on outcomes and clearly communicating policy rather than defaulting to inflexible directives.

23% Employees who feel engaged at work

6. Collapsing manager morale Middle managers are burning out and disappearing. Overloaded with responsibilities and often targeted by cost-cutting, this leadership layer is being stripped out in favour of leaner structures.Consequently, senior leaders are overwhelmed and junior employees are left without guidance.

DEI programmes are quietly being rolled back [and] flexible work is being labelled ‘woke’ The report calls for a new model that values emotional intelligence, continuous learning and relational leadership. This should come alongside operational management that recognises the connective role middle managers play in modern workplaces.

7. Escalating energy costs Rising energy prices are clashing with demand for sustainable, smart workplaces. Buildings remain underutilised due to hybrid work, but still consume power – exacerbated by technologies such as AI pushing electricity usage even higher.

Smart infrastructure is a potential saviour but adoption is low. A 2024 survey by Schneider

To read the Trend Report Q2 2025: Under Pressure, visit the WORKTECH Academy website – www.worktech academy.com

Electric found that only 30% of companies have scaled building automation, despite 85% believing energy management is vital for eco-conscious operations.

Organisations must address this challenge by following a long-term plan, rather than focusing on isolated solutions. WORKTECH advocates for real-time energy command centres which use live data to optimise energy use. Without such systems, businesses risk failing to meet their sustainability goals.

8. Emotional disconnect Despite increases in productivity, only 23% of employees report being engaged at work, according to Gallup’s State of the Global Workplace 2025. Emotional strain and isolation are on the rise, especially in AI-augmented environments as tools meant to help staff actually make them feel disconnected.

Organisations should embed empathy and self-awareness into leadership training, create space for reflection and introduce rituals that foster belonging. Without this cultural scaffolding, trust is eroded and leadership becomes purely symbolic.

RESEARCH Trend Report Q2 2025: Under Pressure

5. Data at risk With AI agents operating more autonomously, traditional cybersecurity measures are falling short. TechRadar’s AI Agent Report 2025 found that while most companies are expanding AI use, fewer than 50% understand how these tools interact with core data.

New threats, from deepfakes to quantum computing, are outpacing organisational responses. Only 2% of firms have implemented cyber resilience across their entire operations, according to PwC’s Global Digital Trust Insights 2025. WORKTECH stresses the need to bring cybersecurity into strategic planning and treat machine identities with the same rigour as human ones.

9. Age squeeze Older workers represent a large share of the global workforce. However, many workplaces are not designed to meet their needs. From biased AI tools and inaccessible technology to a lack of ergonomics and retraining opportunities, the employee experience for this group is regularly overlooked.

WORKTECH uses the term ‘AI-geism’ to describe how digitally unsympathetic systems marginalise older staff. To offset this, these individuals should be involved in the design of technologies and policies, moving away from exclusion and towards empowerment.

September 2025

10. Wrong-footed real estate The return-to-office trend is broadening the divide between premium, centrally located offices and outdated buildings in less desirable areas. While top-tier spaces attract tenants and talent, peripheral or underused buildings are becoming liabilities due to poor ESG performance, digital infrastructure and experiential value.

For those tied into long leases, strategies such as consolidation, co-location and creative reuse are essential. The report urges landlords and employers to stop being mere space providers and become experience curators in order to retain occupants. For example, WORKTECH highlights models including ‘office hotels’ – flexible spaces which offer hospitality-grade services.

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EVENT

The search for

GROWTH

O

OPI EUROPEAN FORUM 2025 PREVIEW

nce again, in early October, senior executives from all sectors will come together to better understand – and act upon – the continued changes happening in our space.

This year, the 11th OPI European Forum will take place in central London, kicking off with an informal welcome dinner on 6 October. It’s one of many networking opportunities – always one of the highlights of an OPI forum, judging by delegate feedback – over the course of the event.

Whether it’s during informal chats or the carefully curated conference programme, attendees will learn how peers and industry experts are dealing with the fast evolution in our sector. And there’ll be plenty of practical takeaways that will enable them to make informed decisions about the future direction of their businesses.

www.opi.net

FACING A NEW WORLD Among the highlights this year will be a State of the Industry debate moderated

by OPI CEO Steve Hilleard. The panel of interviewees lined up is geographically varied and comprehensive in channel coverage.

It comprises evo’s Andrew Gale, HP Inc’s Ruth Patterson, Lyreco’s Greg Liénard, Mondoffice’s Irma Garbella, Fellowes Brands’ Michel van Beek, Bi-silque’s Perpétua Malta and PBS Holding’s Richard Scharmann.

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To book your place at the OPI European Forum and stay up to date with the evolving line-up of speakers and topics covered, please visit www.opi.net/ef2025

The fabulous Nobu is the venue for the group dinner at the end of the first conference day

This session, as well as the keynote delivered beforehand by AI in Business CEO Katie King on the omnipresent importance of AI, will set the scene for many of the challenges – and opportunities – that leaders are facing in an increasingly automated world.

A first at an OPI event and something to really look forward to is a live edition of The RoundTable Rethink Podcast, hosted by former industry exec Paddy Donnelly, which takes on the topics of technology – AI included – business and current affairs. If past episodes are anything to go by, this promises to be an insightful – not to mention provocative and irreverent – hour that challenges traditional thinking and explores fresh perspectives on how to do business.

GET INVOLVED Several of the themes explored in plenary sessions at the European Forum, such as the opportunities of YouTube as a marketing tool and those of the resilient, high-margin cleaning sector, will be revisited in the always-popular roundtables. It is in these smaller group debates that delegates have the chance to dig deeper and participate in a more hands-on way.

As OPI Director Janet Bell says: “This year’s forum offers something for everyone in our sector, no matter what country, channel, company or product segment they come from.

There’s only one imperative: get involved.”

T H E N AT I O N A L BUSINESS PRODUCTS INDUSTRY PRESENTS

SEPTEMBER 25, 2025

NAVY PIER, CHICAGO, IL HONORING

JOHN FELLOWES FOR ALL TOUCHED

BY CANCER

President and CEO, Fellowes Brands

City of Hope® and the National Business Products Industry Group are proud to honor John Fellowes with the 2025 Spirit of Life® Award for his dedication to expanding access to breakthrough research, compassionate care and innovative treatments for cancer patients and their families.

Join City of Hope in honoring John Fellowes. Together, we will advance lifesaving cancer research, treatment and care.

To learn more and register, visit cityofhope.org/nbpi.

For questions, contact NBPIevents@coh.org.

EVENT

• Energizer – Energizer 3-in-1 Child Shield • Forever Farms by Baumgartens – Secure Foods • Omni International Corp – OmniTrust Powder Free Nitrile Examination Glove • Reckitt Pro Solutions – Lysol Air Sanitizer

Champions

INCOMING

NORTH AMERICAN OFFICE PRODUCTS AWARDS PREVIEW

Nine trophies. Dozens of contenders.

The North American Office Products Awards return for 2025

C

ontinuing its tradition of celebrating innovation and excellence, the North American Office Products Awards (NAOPA) highlight outstanding achievements in the evolving US workplace supplies industry. The awards will once again be presented by OPI at Industry Week ’25 powered by ISG, this year held in Denver, Colorado, from 3-7 November.

The following shortlisted nominees set a high standard for creativity and quality:

www.opi.net 42

BEST PRODUCT – TECHNOLOGY • ACCO Brands – Leitz IQ OptiMax Shredder • Dri Mark Products – Flash Test • Eaton – Eaton Tripp Lite Series Standby Cloud-Connected UPS • Fellowes Brands – Fellowes Array Relay • Kensington – H3000 Bluetooth Over-Ear Headset • Kensington – SD5000T5 EQ Thunderbolt 5 Triple 4K Docking Station with 140W PD INNOVATION OF THE YEAR • ACCO Brands – Quartet InvisaMount Anti-Glare Magnetic Glass Dry Erase Board • AMAX Inc dba GoodsiQ – PureOptics LED Matter Certified Smart Under Cabinet Lighting 6-Bar Kit • Bi-silque Visual Communications Products – The Loop Rolled Dry Erase Board • Energizer – Energizer 3-in-1 Child Shield • Fellowes Brands – Fellowes Array Relay • Kensington – SD5000T5 EQ Thunderbolt 5 Triple 4K Docking Station with 140W PD

BEST PRODUCT – CORE BUSINESS PRODUCT • ACCO Brands – Quartet Flip-Top Glass Dry Erase Desktop Computer Pad • Bi-silque Visual Communications Products – The Loop Rolled Dry Erase Board • Durable – Duraframe Infoframe Sign Holders • Kensington – Elevated Stand for Surface • Newell Brands – Elmer’s BlooStick Buddies • Victor Technology – Classroom Cell Phone Locker BEST PRODUCT – FACILITIES • Alliant Coffee Solutions – Donut Shop Blend Original Compostable BPI Certified Coffee K-Cups • Egal Pads – Plant-Based Pads on a Roll

BEST PRODUCT – FURNITURE & DESIGN • ACCO Brands – Quartet InvisaMount Anti-Glare Magnetic Glass Dry Erase Board • AMAX Inc dba GoodsiQ – PureOptics LED Matter Certified Smart Under Cabinet Lighting 6-Bar Kit • Ghent – Groove Sliding Glassboard • Ghent – Haven Outdoor Glassboard • Special-T – ZIA Collection • The HON Company – Ignition 2.0 with Spectrum Mesh

For more details about the North American Office Products Awards, please visit www. opi.net/naopa2025

YOUNG EXECUTIVE OF THE YEAR • Levi Burden – Chief Culture/Technology Officer, United Business Supply • Tyler Dees – Implementation Consultant, Prima Edge • Nicole Jones – Director of Finance & Operations, Scott Rice Office Interiors • Matt Jordan – Director of Technology Sales, Herald • Rebekah Tiberend – Brand Manager, Porters OP • Mark Whitfield – Chief Revenue Officer, Product Movement The Professional of the Year and Industry Achievement awards will be presented during Industry Week – there is no shortlist.

EVENT NAOPA – Vote Now at www.opi.net/peopleschoice2025

Every vote still counts Now it’s your turn to get involved with the popular People’s Choice award at NAOPA 2025.

OPI readers can pick their top three favourite products from 24 shortlisted entries, helping to decide which will take home this award. Voting is open and quick – just visit www.opi.net/ peopleschoice2025

ACCO BRANDS – LEITZ IQ OPTIMAX SHREDDER Smart shredding meets everyday practicality, with bin rotation technology increasing capacity by 33% and cutting down mess.

Ultra-quiet and easy to use, this compact machine shreds up to ten sheets of paper – including staples and paper clips – in just ten seconds.

A dynamic LED display, anti-jam technology and a large bin support flawless performance for two continuous hours. With mobility features, this shredder delivers efficiency for busy workspaces.

ACCO BRANDS – QUARTET INVISAMOUNT ANTI-GLARE MAGNETIC GLASS DRY ERASE BOARD Designed to blend seamlessly into modern workspaces, Quartet’s dry erase board features a frameless look with a satin finish. The innovative anti-glare glass surface reduces reflections by up to 70%, ensuring text stays visible even in bright light.

Durable, stain-resistant and magnetic, it’s built for everyday collaboration, combining clarity, style and lasting performance in one elegant solution.

ACCO BRANDS – QUARTET FLIP-TOP GLASS DRY ERASE DESKTOP COMPUTER PAD A multi-functional workspace solution that enhances productivity and organisation.

The Quartet Flip-Top Glass Dry Erase Desktop Computer Pad includes a stain-resistant glass writing surface with four interchangeable templates to suit different planning styles.

Internal storage keeps supplies out of sight, along with an integrated back tray which holds digital devices and a dedicated cable slot. Designed for both office and remote work settings, this all-in-one pad reduces clutter, streamlines workflows and elevates the look of any desk.

The Flash Test

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ow! te N o V

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Compact & Instant Counterfeit Detection Made for Your Register

To Learn More Visit www.DriMark.com

AMAX INC DBA GOODSIQ – PUREOPTICS LED MATTER CERTIFIED SMART UNDER CABINET LIGHTING 6-BAR KIT A Matter-certified light bar system, this kit from AMAX is built for active professionals. Set-up is effortless: simply scan the Matter QR code. The patented PUSH WIRE system and integrated WAGO connectors allow for quick, customised installation, saving time and reducing costs.

Once installed, users can control the lights via voice, app or the control box – adjusting brightness, switching between warm or cool white light, or choosing from a full spectrum of colours.

BI-SILQUE MASTERVISION – THE LOOP ROLLED DRY ERASE BOARD The Loop is a frameless, magnetic lacquered steel dry erase board designed to facilitate seamless collaboration. Its durable surface offers a premium writing experience and supports magnets for notes and visuals.

Multiple panels can be connected side by side to create an expansive canvas, ideal for brainstorming or project mapping.

Uniquely, the rollable shipping design – even in large sizes – reduces distribution costs and environmental impact.

EVENT NAOPA – Vote Now at www.opi.net/peopleschoice2025

ALLIANT COFFEE SOLUTIONS – DONUT SHOP BLEND ORIGINAL COMPOSTABLE BPI CERTIFIED COFFEE K-CUPS Alliant’s K-Cups offer a practical, planet-friendly solution to single-serve coffee. Fully compostable in industrial facilities, they help reduce landfill waste while maintaining convenience and quality. K-Cups not only meet rising demand for sustainable options, but also help customers align with their own environmental goals.

Alliant’s commitment to eco-conscious innovation makes K-Cups a timely and impactful innovation in the fast-moving workplace refreshments category.

September 2025 45

EVENT NAOPA – Vote Now at www.opi.net/peopleschoice2025

DURABLE – DURAFRAME INFOFRAME SIGN HOLDERS

Smart, stylish and reusable, Duraframe is a professional solution for displaying frequently updated information. With self-adhesive, magnetic and static cling options, it enables easy document changes without damaging surfaces.

Its front-opening design and variety of sizes and colours support efficient communication, branding and compliance across various settings, including offices, schools, warehouses and healthcare.

DRI MARK PRODUCTS – FLASH TEST Dri Mark’s Flash Test is a fast, reliable and easy-to-use counterfeit detection tool. The compact, all-in-one device combines three features – an ink sensor, UV light and white light – making it easy to spot fake notes without bulky equipment or lengthy training.

Ideal for front-line use, it fits neatly in any workplace and includes a built-in QR code to a quick training guide.

EATON – EATON TRIPP LITE SERIES STANDBY CLOUD-CONNECTED UPS Power protection goes digital with Eaton’s cloud-connected Tripp Lite Series UPS systems.

These reliable battery backup and power protection solutions offer streamlined set-up and management across multiple UPS systems in various locations. They are ideal for businesses that demand performance and control.

DURAFRAME

EGAL PADS – PLANT-BASED PADS ON A ROLL Egal Pads is redefining period care in public spaces by placing plant-based, compostable pads where they’re needed – inside toilet cubicles. This simple yet powerful solution promotes dignity, accessibility and sustainability.

Installed in airports, stadiums, theme parks and workplaces, Egal Pads have a 98% pilot-to expansion success rate and consistently receive positive user feedback.

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Where Communication Matters, DURAFRAME® Delivers.

Sleek, reusable, and trusted worldwide, DURAFRAME® is the modern standard in professional signage.

Available in various mounting options, sizes and colors!

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Post It. Swap It. Reuse It.

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durable-north-america.com

FELLOWES BRANDS – FELLOWES ARRAY RELAY Fellowes Array Relay is a smart gateway that connects the Array air purification system to a building’s management system, making it easy to monitor and control indoor air quality in real time.

Facility teams can automate actions based on occupancy, pollutant levels or time of day. As a result, Relay – which is easy to integrate with both new and existing systems – helps to reduce energy use while improving comfort and well-being.

FOREVER FARMS BY BAUMGARTENS – SECURE FOODS Secure Foods is a shelf-stable emergency nutrition system designed for critical infrastructure. Its pre-packaged, dietitian-approved food kits keep workers nourished and operations running during disasters, lockdowns and supply chain breakdowns – redefining what a facilities product can be. More than just shelf-stable food, it’s a tool for operational resilience and ethical preparedness.

GHENT – GROOVE SLIDING GLASSBOARD Collaboration is in motion with Ghent’s Groove Sliding Glassboard. Sleek, magnetic glass panels glide smoothly on a shock-absorbing track, with colour-matching options to suit a variety of brands and workplace styles.

Available in six sizes with adjustable levelling feet for added stability, Groove is built for movement and made to last with a ten-year guarantee.

EVENT NAOPA – Vote Now at www.opi.net/peopleschoice2025

ENERGIZER – ENERGIZER 3-IN-1 CHILD SHIELD Energizer has introduced a coin lithium battery with a built-in 3-in-1 Child Shield safety system.

The innovation features a secure packaging design, a bitter coating to discourage swallowing and Color Alert technology to help identify potential ingestion quickly.

The Child Shield is a proactive tool for parents and caregivers which sets a new benchmark in battery safety.

September 2025 47

EVENT NAOPA – Vote Now at www.opi.net/peopleschoice2025 www.opi.net

Take teamwork outdoors with Ghent’s Haven Outdoor Glassboard, designed to convert underused exterior walls into productive, creative spaces.

Built specifically for outside spaces, Haven resists staining and fading, while an Architectural UV Powder Coat protects against the elements.

Available in three standard sizes, it’s a great solution for expanding beyond traditional workplaces.

KENSINGTON – ELEVATED STAND FOR SURFACE The Elevated Stand for Surface is a stylish, compact riser designed to improve comfort, security and productivity. It accommodates tilt and flip options for optimum viewing, features a cable management channel and includes magnetic storage for a Surflink connector. Anti-slip padding ensures stability for devices and accessories.

KENSINGTON – H3000 BLUETOOTH OVER-EAR HEADSET Kensington’s H3000 Bluetooth Headset combines high-performance sound with all-day comfort for professionals who need to stay focused and connected.

Comprising cooling gel memory foam earpads, it’s built for extensive wear. AI-powered noise cancellation blocks background sounds, while LED indicators confirm status and reduce interruptions. The long-life battery with Rapid Charge Technology keeps the headset functioning while it charges.

KENSINGTON – SD5000T5 EQ THUNDERBOLT 5 TRIPLE 4K DOCKING STATION WITH 140W PD This docking station supports up to three 4K monitors or two 8K displays, so multitasking feels smooth and visuals stay sharp. With only one cable, users can power their laptop, connect devices and reduce desk clutter. Thoughtfully designed with a sleek outer shell made from 100% recycled aluminium, the dock includes multiple USB ports, an audio jack, memory card readers and high-speed Ethernet.

THINK OUTSIDE THE WALLS Built for expanding ideas and collaboration beyond four walls, Haven Outdoor Glassboard inspires boundless creativity.

HAVEN

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GHENT – HAVEN OUTDOOR GLASSBOARD

learn more at ghent.com/haven

OMNI INTERNATIONAL CORP – OMNITRUST POWDER FREE NITRILE EXAMINATION GLOVE The Nitrile Examination Glove stands out by offering thermoreactive comfort that adapts to the user’s body temperature, reducing hand fatigue and improving wearability. Its fentanyl resistance and chemo safety features add critical protection.

More than just another glove, the product serves as a strategic tool for distributors, helping them to win customers and defend against low-cost competitors.

RECKITT PRO SOLUTIONS – LYSOL AIR SANITIZER An Environmental Protection Agency-approved spray proven to kill 99.9% of viruses and bacteria in the air, the Lysol Air Sanitizer redefines what ‘clean’ means. Unlike air fresheners which mask odours, the formula used by Reckitt Pro Solutions neutralises airborne pathogens and eliminates odour-causing bacteria.

Developed in partnership with aerobiology experts, Lysol Air successfully meets a growing demand for cleaner, safer indoor air in high-traffic environments.

SPECIAL-T – ZIA COLLECTION The ZIA Collection by Special-T brings a fresh and modern perspective to today’s evolving workspaces.

It includes hospitality, training and conference tables, along with lecterns, credenzas, occasional pieces and whiteboards – all offering a contemporary aesthetic suited to work, learning as well as hospitality settings.

The collection delivers practical performance, with tool-free assembly and convenient integrated power points.

EVENT NAOPA – Vote Now at www.opi.net/peopleschoice2025

NEWELL BRANDS – ELMER’S BLOOSTICK BUDDIES Elmer’s BlooStick Buddies combine fun and function. Featuring the trusted Elmer’s formula in a vibrant blue that dries clear, these glue sticks are designed with young learners in mind. Each product has a cap with a unique character and ‘ears’ that prevent it from rolling – avoiding lost lids and dried-out glue.

Designed following teacher feedback, the character concept encourages children to take care of their glue stick.

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September 2025

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EVENT NAOPA – Vote Now at www.opi.net/peopleschoice2025 www.opi.net 50

THE HON COMPANY – IGNITION 2.0 WITH SPECTRUM MESH Bold colour reinvents a classic, with HON’s Ignition 2.0 now available in breathable Spectrum Mesh. This product evolution introduces 22 new colours in a mesh construction including 20% post-consumer recycled polyester.

Ignition 2.0 is a seating collection well known for its refined aesthetics and functional comfort.

VICTOR TECHNOLOGY – CLASSROOM CELL PHONE LOCKER A smart, secure solution, the Classroom Cell Phone Locker promotes distraction-free learning.

With 32 individually numbered slots to fit nearly all phone sizes, it provides students with a designated place to store their devices.

Lightweight and durable, the locker can be wall-mounted or used portably for added security.

Perfect for daily use or exam situations, it helps teachers regain control of the classroom.

FIND OUT MORE ABOUT THE NAOPA YOUNG EXECUTIVE OF THE YEAR SHORTLIST LEVI BURDEN, UNITED BUSINESS SUPPLY Levi Burden is the Chief Culture/Technology Officer at United Business Supply (UBS).

He is responsible for running internal software systems and ensuring UBS isn’t just operating at peak performance, but taking care of its people too.

Burden’s mental agility in both roles is unmatched, making him a vital and dedicated force behind the company’s continued success.

TYLER DEES, PRIMA EDGE Tyler Dees’ journey has been one of resilience, determination and drive. After overcoming a life-threatening road accident, he joined Prima Edge in 2021 as a Customer Care Trainee.

Demonstrating a strong work ethic, he soon progressed to Prima’s Onboarding team, where he has become a valued contributor. Passionate about technology and eager to progress, he brings energy and insight to everything he does.

NICOLE JONES, SCOTT RICE OFFICE INTERIORS Involved in nearly every aspect of the business – from accounting and purchasing to customer service – Nicole Jones fulfils her role as Director of Finance & Operations at Scott Rice Office Interiors with commitment and verve.

Respected for her intelligence and precision, Jones leads by example and consistently inspires those around her to aim for and reach new heights.

MATT JORDAN, HERALD Matt Jordan began his career at Herald with limited experience in technology but soon proved himself to be a fast learner. Now Director of Technology Sales, he is hailed for his expertise, integrity and collaborative leadership style.

A former member of ISG’s technology committee, Jordan is committed to sharing knowledge and supporting his peers – just as others once supported him.

REBEKAH TIBEREND, PORTERS OP Since joining Porters OP in 2022, Rebekah Tiberend has served as Brand Manager and has been instrumental in strengthening the company’s brand and media presence.

She has been deeply involved in community initiatives, from expanding local recognition programmes to spearheading charitable drives. Tiberend is a modern, community-minded leader in the ascendancy.

MARK WHITFIELD, PRODUCT MOVEMENT As Chief Revenue Officer, Mark Whitfield has been an important engine of development for Product Movement, a third-party seller on Amazon marketplace.

Starting out as a Procurement Specialist in 2019, he quickly ascended through the ranks. His ability to build culture, mentor teams and anticipate market shifts distinguishes him as a standout executive.

Cast Your Vote Now!

For HON Ignition® 2.0 with Spectrum Mesh

Learn more about Ignition on hon.com

5 MINUTES WITH...

CAREER Q&A What are you looking forward to in your new role?

As the CEO of C-Line and fourth generation family member, I’m excited by the challenge of leading the company towards its next major milestone: 100 years in business.

My focus is on growing C-Line profitably and taking care of our employees – doing this with my family is the icing on the cake.

Jennifer Krach What is your most prized ‘possession’?

My family. My husband Steve, daughter Peyton and dog Titan are my world.

How would other people describe you?

They typically describe me as fiercely loyal, hardworking, loving, passionate and thoughtful.

Jennifer Krach, C-Line Products

www.opi.net

Your favourite podcast?

My guilty pleasure is the Crime Junkie podcast. It’s not for everyone, but I’m hooked What is the biggest risk you on the mystery and detailed storytelling. have ever taken?

Real-life cases are both scary and fascinating To live in Spain. I stayed with while also giving me a sense of security a host family, studied at a and preparedness. A little dark but also local university and took on an internship. When my family left me entertaining. at the hotel, I was terrified.

What music I had to muster up enough always puts courage to embrace this exciting you in a challenge and I’m so glad I did. It good mood? was a transformative experience I love all kinds that filled me with pride and a of music, from deep love for Spanish culture.

1980s hair bands, 1990s Where else would you most freestyle, boy like to visit? bands and I’ve been fortunate to travel all C-Line’s 75th pop rock. over the world, most recently to anniversary in 2024 We always the Galápagos Islands which I highly recommend for any nature have music playing at home; it has a way of bringing people lover. My next dream destination is the Greek islands. The contrast together and evoking different emotions.

That said, country music is my favourite: of blue waters, white buildings and Carrie Underwood, Lainey Wilson, Taylor dramatic cliffs – it’s like stepping Swift, Jelly Roll and Luke Combs – I could into a postcard. go on and on!

52 Titan

If you weren’t in your current position, what would you like to be doing?

Acting. I’ve always been fascinated by the entertainment industry and the idea of performing sounds exhilarating. Marine biology has also interested me since childhood.

Watching Shark Week every summer sparked a real curiosity about apex predators.

Who is the industry figure you most admire?

My stepfather, Jim Krumwiede, has been a mentor in every sense. He has taught me the ropes of the industry, introduced me to key figures and guided me through challenges. My mum, Judi Krumwiede, is my biggest cheerleader and a shining example of strength, courage and kindness.

What’s your preferred place to work?

I love the hybrid approach. While the office is great to soak up the energy of the team, working from home gives me the quiet focus I need to tackle deeper tasks.

Favourite office product?

This is a tough one because I’m obsessed with all things organisation! Ask anyone and they’ll tell you how much I geek out over office and school supplies.

My favourite new C-Line item must be our Legal Pad and I’m in love with the stunning pattern of the new Signature Series File Folders.

FINAL WORD

The quest for SEARCH

R

www.opi.net

emember when United Stationers’ Smart Search first hit the scene? At the time, it was a game-changer – light years ahead of any native search engine we had.

Not long after, S.P. Richards followed suit with its own version. Dealers adopted these tools en masse and before long, nearly everyone was locked into using one of the two major wholesaler-provided search engines.

Back then, this model worked. It tied dealers to their primary wholesaler, but the trade-off seemed worthwhile. Most dealers relied almost exclusively on a single wholesaler anyway, so it wasn’t seen as a limitation. They gained better search functionality and wholesalers benefitted from valuable data analytics. It was, for a while, a win-win.

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SEARCH ENGINE DEPENDENCY Fast forward to today and the landscape has shifted dramatically. To stay competitive and relevant, dealers must expand their product catalogues. But doing so throws up a major obstacle straightaway: search engine dependency.

If you’re still using a wholesaler search engine, adding a new product line becomes nearly impossible to support through search. Sure, you can manually add SKUs, but we’re talking about potentially 100,000 SKUs or more – not a realistic or scalable solution.

The only viable path is to disable the wholesaler search engine and switch to a native search engine from your system provider. It creates a new set of challenges.

Let’s assume your provider actually offers a robust search engine which can handle large SKU volumes and return useful results. Even then, you’re not out of the woods. There’s a second, more complex issue: product categorisation.

By categorisation, I’m referring to the top-level drill-downs such as office supplies, janitorial products, industrial supplies and so on. Managing and merging these categories across multiple sources is difficult and full of pitfalls. I’ve tried to integrate category structures from Essendant and Alliance Distribution. The process was riddled with overlapping categories and inconsistencies.

CATEGORY CONFUSION Let’s say Alliance has a category called Office Supplies and Essendant has one named Industrial Supplies. If you simply display both structures without harmonisation – a tactic I’ve seen used – you risk confusing your customers.

For instance, a customer might look into Office Supplies but end up in the version from Alliance, which carries only a limited subset. Meanwhile, your complete offering may sit under the other version of Office Supplies. The same goes for Industrial Products. This duplication creates friction and leads to missed sales opportunities.

Rick Marlette, Co-owner, OPSoftware

TECHNOLOGY

SOLUTIONS

We need stronger native search tools and [...] smarter approaches to TECHNOLOGY SOLUTIONS category structure consolidation SOLUTIONS TECHNOLOGY

Of course, I’m not discouraging anyone from expanding their product lines. Growth is absolutely necessary. But it’s equally vital to acknowledge these hurdles. The current state of native search engines and category management in many dealer systems quite simply isn’t up to the task. We need stronger native search tools and, perhaps more importantly, smarter approaches to category structure consolidation.

In the Essendant-Alliance Special Issueproject, I incorporated AI tools to assist with category VENDOR SPECIAL mapping. The result?

It was just ok – not great, but a start. With further refinement, I believe AI offers real promise for future projects, potentially transforming the process from ok to awesome.

Special Issue

VENDOR SPECIAL

Special Issue

VENDOR SPECIAL

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