Workplace360 Issue 5. July August 2023

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business supplies and beyond ISSUE 5 - JULY/AUGUST 2023

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business supplies and beyond

EDITOR’S NOTE

A SAD FAREWELL

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t is with great sadness that I sit down to write this Editor’s note shortly after putting together the tribute pages for Steve Bilton (page 6). He was an industry legend and will be greatly missed by everyone who knew him. On behalf of the entire Workplace360 team, I would like to offer our sincere condolences to Steve’s family, friends and colleagues. He will certainly never be forgotten.

It is perhaps fitting that this issue’s Backchat (page 48) happens to be on mental health in the workplace. Written

by Frances Stephen from Springfield Business Supplies, she encourages everyone to stay in touch with each other and find ways to establish a culture of openness and understanding. I expect few would disagree with her sentiments.

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A warm welcome to Workplace360’s newest team member Kate Davies

[Steve Bilton] was an industry legend and will be greatly missed by everyone who knew him On a completely different topic, EVO Group and VOW Wholesale have had plenty of ‘airtime’ over the past few months, mostly involving the comings and goings of its employees. Workplace360 recently spoke to VOW’s Managing Director Adrian Butler to find out what’s been happening behind the scenes and the current state of play. Read Galvanised on page 16 for the interview.

Staying with the subject of staff changes, I would like to extend a big welcome to Workplace360’s newest member of the editorial line-up, Kate Davies. Armed with a degree in graphic design and a Masters in journalism, Kate will be a huge asset to the team in her role as Assistant Editor. I’m sure many of you will be hearing from her soon and hopefully see her out and about at industry events.

Heading outside of your work comfort zone is always an interesting experience. Take my recent trip to London for the Unworking Conference, for instance (page 44). The content may have just skirted the periphery of our industry but was still relevant as it put the wider macroenvironment of urban and workplace planning into perspective.

All these trends will ultimately affect our sector at some point.

So, every once in a while, I’d highly recommend attending an ‘outsider’ event. It’s usually worth it.

Michelle Sturman Editor

business supplies and beyond

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business supplies and beyond

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CONTENTS

JULY/AUGUST 2023 03 Editor’s note 06 News 12 Dealer spotlight With a passion for sales and customer service, Blakes Workplace Solutions is on the up

34 Thought leadership Office Power’s Mark Heath looks at the benefits of outsourcing 40 Events Nemo Office Club’s revamped format lived up to expectations

16 Talking point VOW’s Adrian Butler explains the wholesaler’s main priorities

46 Heart of the industry Review of the Charity Day hosted by the BOSS Business Supplies Charity

24 Advertorial: Beaverswood Steph Gentle talks about visual management in the warehouse

48 Backchat Frances Stephen from Springfield Business Supplies believes it’s time to get serious about mental health in the workplace

30 Events OPI European Forum review 32 IMO COLOP’s Chris Deighton explores new avenues for UK trade shows

50 Exposed!

Greig Millar from Brother UK

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Helen Colton on the importance of marketing in a post-pandemic world

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The overriding theme at the Unworking Conference was that of a radical rethink of the workplace and urban areas

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In conversation with... Endeavour Sales & Marketing and PPS co-owners Matthew Bennett and Paul Hardy

warehousing & signage sector is showing strong 26 The growth and offers plenty of opportunities for dealers

36 packaging category

It’s all about sustainability in the

OBITUARY

He was part of the ownership team at FusionPlus’ former parent company, ES Tech Group, which was sold to ECI Software Solutions last year. As ECI Business Unit Leader and former Managing Director and co-owner of ES Tech Group Paddy Donnelly says: “He leaves behind quite the legacy. FusionPlus Data is now considered critical infrastructure for the industries that we serve.

During COVID, the work that Billo and his team did was in no small way responsible for keeping hundreds of small companies in business.”

A tragic loss – Steve Bilton Workplace360 was stunned and deeply saddened to learn of the sudden and tragic passing of Steve Bilton, Managing Director of ECI’s FusionPlus Data product content solution.

Steve, or ‘Billo’ as he was affectionately known, was an immensely respected and popular figure in the business products industry. He had accumulated 30 years’ experience in the software and data solutions arena, in both the UK and the US, and helped to establish the EvolutionX e-commerce platform.

INDUSTRY TRIBUTES Many more tributes were paid on LinkedIn (slightly edited). Below is a small representation.

Ian Buckley, Managing Director, Prima Software Shocked to the core by this sad news.

You leave behind many friends and a lasting legacy. It’s times like this when you realise what an impact people have on your career. I’ll forever be grateful for the guidance and knowledge that Billo was so generous with – not to mention the many great nights out and events over the years.

Richard Smithers, Director of Sales, Victor Stationery He will be remembered for his contributions to the office supplies industry and his positive impact on those around him.

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He was an unfailing source of support and encouragement, professionally and personally, and he constantly saw the beauty in life and the people around him Steve’s energy, sharp business mind and infectious enthusiasm will be sorely missed by all who knew him.

Workplace360 extends its deepest sympathies to Steve’s family, friends and colleagues.

On behalf of the ECI family, Donnelly has issued the following tribute: IN LOVING MEMORY OF BILLO A beacon of light extinguished all too soon, Billo was more than a friend; he was a brother, a business partner, and a soul woven into the fabric of our lives for the past 13 years. He was an unfailing source of support and encouragement, professionally and personally, and he constantly saw the beauty in life and the people around him.

Dave Bent, SVP Operations Distribution Division, ECI Software Solutions A wonderful person who cared deeply about others. Always fun to be with and he had a huge impact on our business and customers in the UK and the US. Craig Noyle, Director, Inovocom A legend not only in the UK, but also around the world.

Vanessa Warne, Category Director Furniture, VOW Wholesale Funny, unique and definitely one of a kind!

Mark Wilkinson, Regional VP, UK & Ireland, ACCO Brands EMEA You will be missed Billo.

Nick Gabe, Head of E-commerce, UFP What a great guy, full of enthusiasm and a wicked sense of humour.

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Tim Clixby, ICT Director, Heatons Group Saw him recently and he was full of his usual jokes and straight to the point as always. A great shame for our industry.

I’m blessed to have known and worked with Billo so many times.

Rob Harper, Marketing Director, Prima Software One of life’s genuinely good guys! I will always be grateful for the help and guidance he gave me and my colleagues over the years, not to mention the good company and great laughs we had at trade shows and nights out.

Mark Allan, General Manager, Don Ruffles Absolutely gutted, just a top bloke.

Marc Pinner, Europe Lead, ITA Group This is truly sad news. A kind, courageous, generous, genuine human being and industry leader.

OBITUARY Fundraising efforts in memory of Steve Bilton The family of Steve Bilton has created a JustGiving page in memory of the FusionPlus Data Managing Director who tragically passed away in early June. The family is asking anyone who would like to make a donation to support ANDYMANSCLUB, a UK charity that encourages men to open up about their mental health issues.

To donate, visit https://justgiving. com/fundraising/stevebillo

A genuinely wonderful and gentle man who brought joy to all who had the pleasure to know him His passing is a painful reminder of the battles one can wage. Despite his silent internal struggles, Billo never ceased to offer us his warm smile, comforting words and a shoulder to lean on. His ability to spread love while quietly enduring pain speaks to his tremendous strength and compassion.

We are left now with the echo of his laughter, the memory of his warm embrace and the legacy of his kindness. We mourn his loss and honour his memory, knowing that even though he isn’t with us physically, he remains in our hearts forever.

In the face of this unspeakable tragedy, let us remember Billo, not for how he left us, but for how he lived among us – a genuinely wonderful and gentle man who brought joy to all who had the pleasure to know him.

Oliver Rowles, Customer Services Manager, Prima Software One of the first people I ever spoke to at an industry event and I knew he was a top bloke from the minute I met him all those years ago.

Bruce Davie, Managing Director, Egan Reid Group So deeply saddened to hear this news.

Many of the senior team at Egan Reid Group knew and worked with Billo over many years. Gutted.

Simon Walsh, Operations Director, ACS Group A much-loved and instrumental member of the OP industry whose charisma never failed to put a smile on my face.

David Langdown, Director, Prima Voca Billo was one of those people that you looked out for at industry events.

Always a smile, always a laugh and always some scurrilous chat and banter about our beloved Red Devils. We’ve lost a really good guy.

Lawrence Savage, Marketing Manager, ExaClair UK A fabulous character who will be sorely missed.

Liz Whyte, Administration Manager, BOSS Will raise a glass of vodka and Red Bull as it will always be my first memory of when we met.

Jeanette Bresitz, Managing Director, Office Friendly So very sad; an industry pioneer.

Mark Harper, Head of Sales UK&I - Office Technology, HSM Billo was a real industry character, great to chat to at events and I can’t believe he won’t be around anymore. A great loss.

Andrew Rana, Regional Manager, PPS Steve was such a brilliantly funny guy who helped me understand so many of the mechanics of how to apply data using layman’s language and also taking the p*ss out of my incompetence! A unique man who will be missed.

Danny Berendsen, Managing Director, Euroffice An industry friend and a genuine good fella. Brilliant businessman and entrepreneur.

Raj Advani, Commercial Director, Exertis Supplies Another sad loss for our industry.

Robert Baldrey, industry expert So very very sad. What a wonderful guy.

Kim Thurgood-Brown, Senior Business Development, Exertis Truly gutted. One of a kind.

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NEWS

Office Power to hold UK roadshows Office Power has announced a series of summits across the UK exploring growth-related questions.

There will be three events beginning in Manchester on 27 September, followed by Leicester on 10 October and London a week later. An exclusive dealer partner event will also be held in November.

The days will provide an opportunity to debate key topics surrounding growth and also contain networking time. Topics up for discussion include: building a stronger base by establishing a steady and reliable stream of business; recognising core principles; leveraging strengths that larger market players cannot compete with; and capturing new market segments while maintaining customer loyalty.

Entries open for BOSS Awards BOSS is now accepting nominations for its annual industry awards.

Open to all individuals and companies in the business supplies industry, there are 18 awards in total up for grabs.

Awards will be presented to winners during a Gala Evening, which will be hosted once again at the Kimpton Clocktower in Manchester.

The deadline for entries is 23 August and the 2023 BOSS Awards presentation will be held on 30 November. To enter or nominate, visit bossfederation.com/events/boss-awards.html.

MOVERS & SHAKERS

Antalis confirms UK & Ireland MD

Distributor Antalis has a new Managing Director for its UK & Ireland business to succeed the retiring David Hunter. Taking over the position is Nick Thompson, previously the company’s Packaging Director, who has been with Antalis for the past nine years.

Complete names Chair

EVO Group has appointed the head of its Premier Vanguard division as the Chair of the Complete reseller business. Dominic De Luca has led jan/san supplier Premier Vanguard for the past 23 years.

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VOW Wholesale promotion

VOW Wholesale has announced the promotion of Phillippa Bourne to Head of Marketing. Bourne joined VOW’s parent company EVO Group in 2009 and has held several customer service, e-commerce and marketing roles since then. She was most recently Head of Consumer Marketing.

Appointment at Codex

Ireland-based Codex has confirmed Gary Higgins as its Head of Sales. He has over 20 years of experience across several retail disciplines which, the reseller said, will be vital to drive strategic growth.

NEWS

Pilot Pen’s FriXion hits the big screen

EOPA 2024 open for entries The annual European Office Products Awards (EOPA) have opened for 2024 entries and nominations. Now in their 23rd year, the EOPA recognises the most exceptional products, companies and people in the workplace supplies industry. There will be a total of 12 awards presented:

Off the back of last year’s successful initiative, Pilot Pen UK is rolling out a multichannel back-to-school (BTS) campaign across digital TV, the cinema, YouTube and social media, including partnerships with influencers and content creators.

The vendor said it is running the FriXion film created last year to reaffirm the brand in the minds of key consumers. Pilot Pen UK Marketing Manager Adam Smith noted: “We strongly believe in our end-user awareness activities and are continually investing in the brand and wide-reaching media campaigns which will bring great benefits to our trade customers that stock the FriXion range.”

• • • • • • • • • • • •

Sustainability Excellence – Vendor Sustainability Excellence – Reseller Business Product of the Year Marketing Campaign of the Year Initiative of the Year Marketplace/Platform of the Year Reseller of the Year Vendor of the Year Wholesaler of the Year Young Executive of the Year Executive of the Year Industry Achievement

For more information on the awards and to enter, visit opi.net/eopa2023.

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NEWS

TD SYNNEX adds ergonomic furniture

MOVERS & SHAKERS New recruit at Beaverswood

Beaverswood in the UK has named Kirsty Rogers as Sales Manager. She previously worked for firms such as Manutan and Safe Industrial.

Senior marketing promotion at EVO and Banner

TD SYNNEX is now offering its reseller partners in the UK and Ireland the chance to sell ergonomic workplace furniture and accessories. The operator has announced an agreement with Humanscale which will give TD SYNNEX customers access to the vendor’s full range of products, including chairs, monitor arms, docking stations, sit-stand solutions, lighting and technology tools.

“This agreement reinforces TD SYNNEX’s end-to-end product portfolio and helps partners to address the growing postpandemic trend for investments in upgraded and reconfigured workplaces,” the distributor said.

Lyreco Interiors launches Lyreco in the UK & Ireland has launched Lyreco Interiors, providing a broad range of services beyond the reseller’s traditional workplace furniture offering. The portfolio entails space audits and planning, interior design, furniture fit-outs, audiovisual installations, display screen equipment assessments, sustainability advice, delivery and installation.

For its Interiors team, Lyreco has created what it calls ‘category champions’ from its existing sales force. They are overseen by Steve Weston – who heads the Core Office unit at Lyreco – and Senior Product Manager Chloe Lovatt. The company is working with several supplier partners on the initiative. These include Bisley, Dams, Ocee & Four Design and Broadbase.

Karen Child has been promoted to the role of Head of Marketing at EVO Group and its reseller subsidiary Banner. Child was most recently EVO’s Head of Corporate Marketing, having spent the previous nine years at Banner.

Before that, she was Marketing Executive at office2office-owned dealer Accord.

Viking adds to management team

Viking has confirmed two senior appointments in the UK & Ireland. Experienced exec Peter d’Amery is now Sales Director, tasked with growing the key accounts customer profile.

Julia Martin, meanwhile, is the reseller’s new Senior Manager Customer Service.

Colton joins PPS

Helen Colton has joined Product Promotion Services as Head of Marketing and Supplier Relations. She has also been named Head of Business Development at InControl Marketing.

Ricoh UK appoints new CEO

Ricoh has selected Glenn Griggs as its UK CEO. He previously held the position of Board Director of Sales where he led a team of 250+ sales employees and played a pivotal role in steering the business’s transition to a digital services company across multiple divisions.

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NEWS

Acquisition for Avery

Avery continues to expand in the hospitality and events identification segment. Parent company CCL Industries has confirmed the latest bolt-on acquisition for its subsidiary: UK-based Oomph Made, bought for around £4.2 million.

Based near Guildford, Oomph is a supplier of RFID and NFC smart cards and wristbands used for hotels, conferences and festivals, etc, and has a strong

sustainability message. All its smart cards are made with 60% recycled plastic and it also offers products created from ‘pulper’, a paper-based material that is both recyclable and biodegradable.

Talking about the acquisition, CCL CEO Geoff Martin stated: “This acquisition continues to build on Avery’s rapidly growing portfolio of access control, badging and credentials technologies, products and brands.”

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DEALER SPOTLIGHT - BLAKES WORKPLACE SOLUTIONS

Blakes Workplace Solutions with Rachel Walker (second from right) and Michael Byrne (far right)

Underpromise and overdeliver Liverpool-based Blakes Workplace Solutions may have come from humble beginnings, but a laser-like focus on customer service has reaped rewards

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lakes Workplace Solutions, once a one-man band in a spare bedroom, has defied the odds as owner Michael Byrne recalls his first customer was a local golf club that placed a small order worth £20. Fast-forward seven years and Blakes is now generating £2 million in sales and has moved into new facilities in December 2022, equipped with office space, a warehouse and a furniture showroom.

Byrne, who has over 20 years’ industry experience, credits his sales expertise and an introduction to former Nectere owner Paul Musgrove for laying the groundwork for his entrepreneurial venture.

£2 million 12

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CURRENT SALES

During the initial stages of the business, Byrne relied on three credit cards and his modest savings to keep the fledgling company afloat. The early days were fraught with financial difficulties and doubts, but a stroke of luck in the form of a substantial furniture order after Christmas breathed new life into the dealer.

Reflecting on those times, Byrne says: “It was heavygoing in the beginning.”

The COVID-19 pandemic brought unprecedented challenges but also presented unexpected opportunities for Blakes. Sensing the demand, the company swiftly pivoted its operations to supply PPE, resulting in a

80%

PERCENTAGE OF GENERAL OFFICE SUPPLIES ORDERS TAKEN ONLINE

DEALER SPOTLIGHT - BLAKES WORKPLACE SOLUTIONS significant surge in sales. Additionally, a fortuitous collaboration with a major client requiring a shipment of face masks to Spain, acted as a catalyst for invaluable referrals and recommendations, catapulting the company’s growth and reputation.

GAME CHANGING The pandemic-induced boost propelled Blakes to new heights, enabling Byrne to finally realise his long-standing plan to be independent. Departing from Nectere during COVID, he is keen to emphasise the platform’s benefits for aspiring entrepreneurs, recommending it as a launchpad for those seeking to establish their own ventures.

Inspired by a personal bugbear borne out of working for a couple of decades in our industry, Byrne invested in a reliable back-office system with Prima Software and the EvolutionX e-commerce platform. “My patience had evaporated with clients phoning for a price on a roll of Sellotape, and knew I needed a great e-commerce site where I could add a realistic margin on everything.

Whereas many companies went RRP down, we went cost up, meaning all customers receive a competitive price regardless of whether it’s on their core list or not.

“It was a game changer. I could direct customers to the website to order unless they needed a bulky purchase like workwear or furniture. It has freed up my time to focus on gaining new business,” he notes.

My patience had evaporated with clients phoning for a price on a roll of Sellotape To this end, there has been a substantial shift towards online sales, which now accounts for approximately 80% of general office supplies sales.

While some customers still prefer traditional methods such as phone or email orders, the convenience and efficiency of online purchasing have revolutionised the company’s sales dynamics.

Blakes is currently affiliated with Office Friendly, with VOW as its main wholesaler for office supplies, and it also holds an account with Exertis Supplies. The furniture division stands as the core focus of Blakes, constituting around 65% of sales. The remainder primarily comprises general office products, jan/san supplies, and workwear. In an effort to enhance its workwear offerings, the dealer recently partnered with

£20

FIRST ORDER VALUE

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a local embroidery company to expedite the garment customisation process.

Furniture is Byrne’s true passion – follow him on LinkedIn for the video evidence – and the primary focus of Blakes Workplace Solutions. The ability to work directly with manufacturers has provided two significant advantages, he reports: exceptional service and competitive pricing.

Collaborations with strategic partners and local fit-out firms have been crucial in the company’s success, enabling the dealer to offer turnkey solutions and comprehensive workplace fit-out facilities. These alliances help differentiate Blakes from other dealers, as it provides personalised consultations with full design packages including 3D visuals and tailored quotations.

LEAN MACHINE Partnering with external resources such as the fit-out firms also allows Byrne to maintain a lean structure, employing only six staff. Acknowledging his strengths and weaknesses has enabled Byrne to source the right staff to ensure the dealer operates at maximum efficiency, agility and adaptability.

As a result, at the beginning of the year, Commercial Finance Manager Rachel Walker was made a company director. Already in charge of running office operations, she is also the force behind Blakes’ sustainability drive, which has seen the dealer recently receive a silver award in waste management through Office Friendly’s social sustainability programme, Weaver.

Says Walker: “This award is just the beginning.

The next tasks are to eliminate single-use packaging

NO. OF EMPLOYEES

65%

PERCENTAGE OF TURNOVER ATTRIBUTED TO FURNITURE

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DEALER SPOTLIGHT - BLAKES WORKPLACE SOLUTIONS and reduce our carbon footprint – all actions that we’re currently working on. We will also continue to improve our waste management practices.”

THE GOLD STANDARD Blakes owes its thriving status and £300,000 annual growth to its unwavering commitment to customer satisfaction. By prioritising client relationships and delivering tailor-made solutions, the dealer has built a diverse and loyal purchasing base across various sectors. Its core philosophy revolves around integrity,

We’re a small team but incredibly passionate about what we do. Although it’s a cliché, we treat our customers like gold offering honest advice and ensuring they receive exceptional service. As Byrne proudly declares: “We’re a small team but incredibly passionate about what we do.

Although it’s a cliché, we treat our customers like gold.”

He adds: “We’re not a typical sales company. By that, I mean we don’t go in for the hard sell; it’s about relationships and being a partner within their business.

I believe the key point is to treat people how you would like to be treated. You’re more powerful this way, because if you’re just selling on price, someone will inevitably undercut you. We always try to underpromise and overdeliver.”

RISING TO THE CHALLENGE Even in the face of inflationary economic challenges and the current cost-of-living crisis, Byrne views these circumstances as a chance to acquire new business by offering cost-effective solutions and building relationships with clients in need. He asserts: “If you ask the right questions, there are always opportunities.”

Blakes has successfully secured contracts in its local trading area with public sector organisations, including hospitals, colleges and Merseyside fire brigade. An investment in search engine optimisation and digital marketing strategies has played a pivotal role in securing these deals.

However, while the constant demand for furniture and workplace supplies across multiple sites is appreciated, Byrne is discerning when it comes to the lengthy tendering process, selectively choosing what to bid on based on established relationships and perceived chances of success.

Remaining rooted in Liverpool while serving clients nationwide, there are no plans for geographical expansion. However, amid ongoing dealer consolidation, Byrne remains open to potential acquisitions, emphasising that any such endeavours must align with the company’s ethics and values. “I’ve seen it so many times where companies try and expand too quickly and end up in failure. We’ve been growing at a nice, steady pace over the past seven years; it’s manageable and we’re heading in the right direction,” he concludes.

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TALKING POINT - ADRIAN BUTLER Workplace360: There’s a perception in the market that there has been a staff exodus from VOW Wholesale and EVO Group. How would you respond to that?

Adrian Butler: I would summarise it in three words: context, refresh and empowerment. Let me expand and put it into context. In any business when there is a new leader, change is inevitable.

I have worked with Andrew [Gale, the EVO Group CEO appointed in December 2022] for more than ten years. He has his own vision regarding the structure of the business and one of the key aspects he did right from the start was look at empowering the EVO trading board and senior leadership team while putting the right people in the right roles.

My own position is a good example of that. I had been overseeing some of the groups, sales, commercial and operations functions for the previous couple of years. One of the first things Andrew said to me was: “I want you to focus 100% on VOW.” Even after 28 years, I still get excited about wholesaling, so that was a good move for me.

Another key message from Andrew was he wanted management who were “up for it” and he was clear that it was time for a refresh. In December, there was an EVO board appraisal, with a review of the wider senior leadership team in Q1. This process has now concluded.

Some people have left the business as a result, and we

Galvanised Workplace360 quizzes VOW Wholesale Managing Director Adrian Butler about recent staff changes and key priorities at the EVO-owned business

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thank them for their service. EVO’s leadership has been reshaped and refreshed and we are now on the front foot.

This has created opportunities – there have been more than 30 promotions across the group at the middle-to-senior management level. At the same time, leaders have been empowered and given the autonomy to do their jobs. This has helped galvanise everyone and drive a very different culture in the business. More widely, equity/bonus incentives have been aligned and long service awards reintroduced with several new staff benefits. There is more to come.

W360: Cynics might say the previous CFO has now got the top job and has an agenda to cut costs.

AB: Andrew is much more than a numbers man. He has been waiting for this opportunity and there is a big focus and drive on building a better business. In simple terms, sales and margins are up, stock fill is much better and costs are controlled. We have concentrated on honing the basics and the improvement in the past few months has been pretty significant.

W360: To what extent has there been a ‘rightsizing’ at VOW? AB: No ‘rightsizing’ really in VOW, but yes, some tweaks. We have mainly focused on getting our core right – pricing, fill and service. Our fill rate is materially better from where we were 12 months ago. We’ve reintroduced our early morning dealer drops.

Our warehouse and transport functions have improved their performance and I believe we have the right team – with the right blend of experience. Leaders at VOW are fully dedicated to providing the best service we can to our customers.

TALKING POINT - ADRIAN BUTLER W360: How does the current management structure of VOW compare with the previous one?

AB: We’ve added roles because we needed a bit more leadership (read VOW Wholesale senior team at a glance) and we have a great mix of experience and skill sets.

W360: In a nutshell, what are the advantages of this new set-up?

AB: It really is a mindset change. Empowerment and autonomy are probably the main differences. VOW leaders are able to run the business, work with our resellers, and live and die by our decisions made as a senior team.

W360: You mentioned ‘culture’ earlier; how would you define the VOW culture today?

AB: Referring to both VOW and the wider EVO Group, I believe we have a very different culture right now compared with six months ago. What Andrew has done is inspire approximately 60 senior leaders across the group (including VOW managers) who meet every month and have quarterly updates.

We now have an alignment of incentives in a sort of ‘all for one, one for all’ model, which I see as a smart move. For the first time in a long time, the EVO trading and senior leadership team are all pulling in the same direction – it is a pretty exciting place to work currently.

W360: How is the overall business performing so far this year?

AB: From a VOW perspective, we have had our best H1 for a number of years, including pre-COVID, but we are not complacent. We want our suppliers and customers to make some money and we need to make some as well. From a group perspective, our results have improved significantly in recent months.

W360: What are some of the operational areas you have been focusing on over the past eight months?

AB: Fundamentally, we are not a complicated business, although we may have overcomplicated it over the years. There are two key things that we’ve done since the start of the year.

We’ve improved our fill rate significantly. Fill rates have been a challenge throughout the pandemic and Brexit but through our efforts and our suppliers’ actions, we’ve now got them back to pre-COVID levels. So we have the goods.

We’ve also listened. Early morning drops are important for resellers, so we’ve reintroduced them.

W360: To what extent were those stock fill rates of your own making as opposed to supply chain issues?

AB: It was a bit of both, but we understand the challenges our suppliers have faced during these past few years with the pandemic and leaving the EU. Seven or eight months ago, 10% of deliveries into our Arrow distribution centre were not being made on time, but this is now much improved. I’d like to thank the suppliers for their efforts.

EVO’s leadership has been reshaped and refreshed and we are now on the front foot Something else I would highlight is the renewed autonomy in the sales force. The VOW sales team is back out and seeing dealers again and they’ve got to have the autonomy to make decisions, whether that’s commercial terms, pricing or service enhancements. We believe in empowering our people and supporting them to do their job.

W360: Finally, what are some of the key issues you’re looking to tackle in the coming months?

AB: If I was to choose two, the first is enhancing technology for our service proposition. For example, real-time tracking on direct deliveries and how we can utilise technology more.

Second is how we can change the product mix a bit faster – removing, if you will, the ‘tail’ of the tail products within our warehouse and putting in different goods that are moving. It’s a balancing act, but something we’re firmly onto.

You should ask me in six months how we have done.

W360: I hope to be able to do that. Thanks for your time, Adrian.

VOW WHOLESALE SENIOR TEAM AT A GLANCE l

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W360: That will have pleased a lot of your customers.

AB: Yes, am drops have gone down well. It took probably the best part of three or four months to make sure we’d rolled it out in an orderly fashion and in the right way, and there is still some fine-tuning to do. Currently, 95% of VOW’s dealer drops are before 8.30 am, whereas it was about 50% this time last year – that’s quite a shift in terms of service.

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Phillippa Bourne, Head of Marketing: responsible for developing the VOW brand proposition and enhancing customer communications. Joined 2009 Adrian Butler, Managing Director. Joined 1990 Darren Renshaw, Dealer Development Director: focused on relationships with dealer groups. Joined 2020 Colin Streeter, Channel Development Director: responsible for online resellers and retail. Joined 2022 Dan Taylor, Commercial Director: responsible for developing and implementing commercial strategies.

Joined 2015 Nikki Todd, National Sales Director: responsible for customer service teams and core wholesale customer base (including the new reseller channel). Joined 2011

WORKPLACE360 - JULY/AUGUST 2023

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IN CONVERSATION WITH - MATTHEW BENNETT AND PAUL HARDY

Bridging the gap Matthew Bennett (pictured left) and Paul Hardy (pictured right), co-owners and Directors of Endeavour Sales & Marketing and newly acquired Product Promotion Services (PPS), are ready to provide the missing link between manufacturers, wholesalers and dealers. With over 70 years of industry experience between them, the dynamic duo recently sat down with Workplace360 CEO Steve Hilleard to explain how Endeavour and PPS fill the gap 18

WORKPLACE360 - JULY/AUGUST 2023

IN CONVERSATION WITH - MATTHEW BENNETT AND PAUL HARDY

Workplace360: Matthew and Paul, you are both co-owners and Directors of Product Promotion Services, or PPS, as well as Endeavour Sales & Marketing. Let’s start with your career background.

Matthew Bennett: Paul has brought his CV… Paul Hardy [laughs]: I joined the industry in 1986 working for my local stationer and since then have held varying positions at Lyreco, Dahle and Bi-silque. Between my business endeavours with Matthew, I was European Brand Director at AF for 11 years, from 2011-2022.

W360: Matthew – tell us about your career and how it intercepted with Paul’s.

MB: I’m office products through and through. My journey began with a YTS course in the mid-1980s with Frank Groomes which, back then, was a £12 million dealer with multiple branches nationwide. After spending five years there, I moved to working with manufacturers starting with Triumph, Quartet, Dahle – where I met Paul – and subsequently Newell and Alba.

In 2009, we established distribution and consultancy firm OPN, which we closed in 2021. However, Paul and I were determined to continue our collaboration, and we launched Endeavour Sales & Marketing in 2022.

W360: So you created Endeavour last year and, more recently, acquired sales agency PPS. Is one more dominant or do they coexist side-by-side?

MB: I would say they sit side-by-side. Endeavour primarily focuses on providing support to European manufacturers. We have also ventured into working with Far East suppliers that seek to understand and expand in the UK or European markets.

Whether it’s through project-based collaborations or ongoing partnerships, our role is to assist these suppliers in managing their business, developing effective sales strategies and navigating the markets successfully.

speak. Paul and I discussed the idea for six months, made a plan and became majority shareholders at the end of January. We took complete ownership of PPS in early April.

W360: What attracted you to PPS? Does it complement Endeavour?

MB: Absolutely. When working with vendors, there is often a perception that the job is done once the product is in the hands of a wholesaler. However, a gap exists between the wholesaler, dealer and end user. Endeavour has successfully reached the wholesalers and PPS fills the gap by linking the entire chain through creating a seamless connection from the manufacturer directly to the dealer.

PPS was set up by David Stevens and Martin Eames 12 years ago. David used to be the Sales and Marketing Director for Hamelin brand John Dickinson and spent time in the US working with manufacturer rep groups.

When working with vendors, there is often a perception that the job is done once the product is in the hands of a wholesaler

W360: Now, let’s talk about the acquisition of PPS. How did that happen?

MB: Last year, PPS owners David Stevens and Martin Eames invited us for lunch and a chat. The pair expressed their intention to sell the company and asked if we would be interested.

W360: He launched Hamelin’s Black n’ Red notebooks over there.

MB: Exactly. He realised he would have to work with manufacturer rep groups to make the launch a success due to the scale of the US. When he returned to the UK, he decided to replicate the model here and launched PPS as a field marketing and sales agency along with Martin.

When the opportunity arose, we saw the potential to make it more relevant to resellers in the changing workplace for 2023 and beyond.

PH: Coincidently, I was at AF at the time PPS launched and we were David and Martin’s first client in the UK. You could say it has come full circle.

W360: Retirement beckoning, I assume?

MB: Yes, they were looking to sail into the sunset, so to

W360: For readers who may not be familiar with the concept of manufacturer rep groups, please

WORKPLACE360 - JULY/AUGUST 2023

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IN CONVERSATION WITH - MATTHEW BENNETT AND PAUL HARDY explain what they are and why they have a place in the UK marketplace.

MB: Manufacturer rep groups are primarily a US-based model. Due to its vast size, it would easily require 50 or 60 sales reps to cover the whole country. Typically, no single rep group covers the entire nation. Instead, regional ones handle a portfolio of about five to ten brands and promote their products to resellers in their respective areas.

It would have been a more challenging proposition when PPS launched, as most manufacturers had extensive sales teams. Nowadays, vendors tend to have a handful of key account managers, maybe a sales director, and very few people actually visiting dealers.

During our due diligence, we spoke to resellers to understand their perspectives. We found they rarely interact with vendor representatives, with only occasional visits from dealer groups or wholesaler reps.

Most of the communication between them happens over the phone or by email.

W360: Do dealers actually value and desire interaction with reps?

MB: Absolutely. The feedback we have received is encouraging. Dealers truly appreciate the work PPS

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does as we take new products and opportunities to them and build a proposition with them.

Paul and I firmly believe that people buy from people and the relationships our employees have in the field are highly valued by dealers. The team is out there, understanding the market dynamics and sharing best practice and ideas.

PH: We see the PPS proposition as a win-win for all concerned because we’re helping to grow sales.

W360: It seems like you go beyond the traditional role of managing relationships and get hands-on with the products. Could you please elaborate?

PH: Building relationships is essential, and once established and nurtured, you can then move the dial.

When you have tangible products to showcase, it’s beneficial to be able to touch and feel them.

MB: We’ve just undertaken a campaign for one of our brands where we took samples of a new product in hand to clients and were able to demonstrate the features, advantages and benefits face-to-face.

Using an expensive courier-based delivery system to send the products to customers to sample would have been an alternative, but it simply wouldn’t have been as effective.

IN CONVERSATION WITH - MATTHEW BENNETT AND PAUL HARDY

The market will always need wholesalers – it’s not just about product or price, it’s the convenience factor and the proposition From left: Matthew Bennett, Steve Hilleard and Paul Hardy

W360: What about the product offering? Are you still schlepping around a big box of traditional office products, or do your brands and manufacturers represent a broader spectrum now?

MB: It’s a mix of both. I was reading feedback recently where one dealer reported that traditional office products are now considered ancillary. Workwear has certainly gained significant traction, and some dealers are leading on different systems and concepts – FMtype products, managed print, catering, etc. It’s all over the place.

Although we only took full control of PPS a few months ago, our primary mission is to explore new opportunities and channels beyond core office supplies. This will shape the future of PPS. However, we also acknowledge that the traditional market, although declining, still holds considerable value. It’s about adjusting the size of this slice.

W360: What brands and manufacturers are you currently representing through PPS? PH: We represent some of the major brands in our industry, including ACCO Brands, BIC and Nestlé.

W360: Tell me about the team. Are there others involved besides you two?

MB: When we became majority shareholders, we recognised we would need a sounding board and industry expert Mike James joined us as a nonExecutive Director and as changes have occurred within the wholesale channel, it has provided us with the opportunity to expand the team.

We discovered Andrew Tsierkezou was departing VOW and knew he would be great to look after our key accounts. The same for Helen Colton, who is heading up our marketing and supplier relationships.

We’ve also got seven field-based regional managers, bringing our total count to 11, plus Mike.

W360: Do you foresee any further M&A opportunities or is it too soon?

MB: I think it’s too soon, although you must seize opportunities when they become available. Currently, there are no plans in this respect but never say never.

W360: Moving to wholesaling. EVO Group has undergone significant changes in the past six months, we’ve seen the revival of Spicers and Exertis Supplies is expanding its presence in the industry.

What are your thoughts?

MB: I believe we need three wholesalers. If you wind the clock back 20 years, there were five or six, including regional ones. Today, there is only one true trade wholesaler, Exertis, with OT Group and EVO as omnichannel operators. The market will always need wholesalers – it’s not just about product or price, it’s the convenience factor and the proposition.

W360: How do you see the Spicers business shaking out and the competitive landscape evolving?

PH: One of the interesting takeaways from a recent meeting with Spicers was its statement on solely being a wholesaler and selling product.

W360: More like the Exertis model.

PH: Yes, rather than all the bolt-on services.

Obviously, for PPS, this brings opportunities to help drive sales through the industry.

W360: Where do dealer groups stand in this evolving landscape?

MB: Over the past few years, consolidation within the dealer group channel has occurred, although they’re all pretty much unique in their offerings.

Historically, we’ve come from a sector where people align themselves to a wholesaler, but now the feedback we’re getting from the resellers is that there is no alignment. While the group buying power remains, loyalty has diminished to some extent.

However, while there’s certainly a cooperative feeling within the groups and huge value to be had going forward, I think their proposal will change.

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IN CONVERSATION WITH - MATTHEW BENNETT AND PAUL HARDY

Possibilities are abundant and we just want to ensure everybody has access to those opportunities W360: Let’s discuss Brexit. You have extensive experience with pan-European brands. How has it impacted the businesses you represent and the overall UK industry?

MB: Brexit didn’t truly kick in until 2020, coinciding with the onset of COVID, so it really went under the radar, and full border control didn’t come into play until the year after. The biggest factor has been the currency fluctuation, which has shifted by about 20% since 2016, as well as the cost of bringing goods into the UK, customs clearance, etc.

Most people used to simply place an order and it would arrive. Now, most consignments are Delivered at Place (DAP), where buyers are responsible for clearing customs, paying any duties, etc. The government introduced a scheme called PVA – Postponed VAT Accounting – to ease the process, but it is still complicated. The situation has improved, although increased costs still linger in the channel.

W360: Brexit aside, the industry has faced supply chain issues and persistent inflation. What impact have these macroeconomic factors had?

MB: It’s been a tsunami of challenges, yet I believe the situation is improving. Oil prices have eased, which means anything plastic-based has reduced in cost.

Maritime freight, which felt like a cartel at one point, has come down from the crazy $18,000 per container to pre-COVID levels at around $2,000.

Commodity product prices are coming down depending on the manufacturing location, but there always seems to be a shortage of something. You never know what’s around the corner. We weren’t expecting the invasion of Ukraine and the consequent effect on the availability of oil and food globally.

W360: What sort of challenge is inflation creating, particularly in product categories that have been quite volatile such as paper?

MB: While prices are generally lower, businesses are still having to deal with higher costs. Over the past three years, as a manufacturer selling into the trade, it has become easier to implement price increases. However, prices are falling and it remains to be seen who will lower them first. Will it be the wholesalers while dealers

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maintain their pricing, or will the wholesalers stick to the price and keep the margin? Ultimately, there’s a floating margin, and it all comes down to who will absorb it.

W360: We haven’t touched on Amazon yet, although I’m guessing it’s not an entity you deal with through PPS. PH: One thing we’ve learnt getting closer to dealers is that some see Amazon as a fourth wholesaler. If they can buy a product their customer wants and make a 10% or 12% margin, then they will do it.

Although Amazon has taken market share, I think it is a place for dealers to use and benchmark themselves against. It has also become a massive customer for manufacturers and resellers in our industry.

W360: Interesting you mention using Amazon as a wholesaler. Despite low margins, it can be more convenient in certain circumstances.

PH: At the end of the day, it’s all about keeping your customer on board and happy, and many dealers have realised that.

MB: Some dealers are using Amazon as a specials department, which is no longer a primary focus for wholesalers. Others have also cottoned on to how Amazon works and developed their own strategies. For instance, OMG owner David Field reworks products in his warehouse and sells them as bespoke items on Amazon – the end result has been significant business growth.

W360: Moving onto hybrid working. There are two schools of thought on whether it has decimated or presented a massive shot in the arm for the channel. Where do you stand on this?

MB: I see it as an opportunity. A prime example: large shredder sales are in decline, but personal ones for homeworking are increasing. Workplace setups are being replicated in the home office.

PH: You’ve got potentially two offices, and I think people’s motivations for products at home are probably slightly different to those of the office. They want more colour and functionality, or space-saving options designed for smaller footprints.

IN CONVERSATION WITH - MATTHEW BENNETT AND PAUL HARDY I recently read an article by a US-based independent dealer discussing trends and how clients are now putting kitchen areas in for staff, providing better quality coffee and even buying lunch to get people back into the office.

Every situation always offers a benefit somewhere.

My advice is to join customers on their journey and let them know you can supply anything they want – all they have to do is ask – and keep probing and anticipating their needs.

MB: If I think back to pre-COVID times, I didn’t own a separate webcam. Now everyone has one, along with halo-style lighting, headphones, microphones, sit-stand desks, etc. This shift has certainly revolutionised our working habits.

W360: Considering recent tumultuous times, how well-equipped do you think the dealer community is to capitalise on this perceived opportunity?

MB: There will always be those who thrive and those who merely survive. I’m often staggered by resellers that possess an extraordinary vision for new prospects and major deals. I was talking to a dealer targeting the pharmacy sector. By understanding the rules and regulations required for drug storage, the dealer identified other product areas that were not obvious at first glance. It’s about ensuring those we talk to connect the dots.

PH: Some dealers are incredibly adept at navigating the changing landscape, while others still live on legacy business. It’s evident to us when we see them, but it’s how the market has always been.

MB: Our perspective encompasses a holistic view of the entire sector. We look across the industry and often wonder why some are unfazed by developments like EVO buying Complete.

However, for an independent dealer in a market town in Surrey, their focus might be confined to a 30-mile radius as opposed to seeing the broader industry picture as we do.

W360: Any final thoughts?

MB: We find ourselves in a period of tremendous change. At PPS, our goal is to make ourselves more relevant to the reseller and be welcomed as a valuable support mechanism that encourages them to think differently and explore new avenues.

Simultaneously, we provide the same value to manufacturers. When all is said and done, we offer a comprehensive end-to-end service.

PH: Both Matthew and I have 37 years in the industry and we are extremely passionate about it.

A frequently used catchphrase, but one which has really resonated with me lately is “in this together”.

Possibilities are abundant and we just want to ensure everybody has access to those opportunities.

Photography by Jonathan Beretta

WORKPLACE360 - JULY/AUGUST 2023

23

ADVERTORIAL - BEAVERSWOOD

Visualising success

Beaverswood Managing Director Steph Gentle chats to Workplace360 about the importance of visual management in the warehouse

Workplace360: Efficiency and safety are crucial for warehouse operations. How does visual management facilitate these two aspects?

Steph Gentle: In a warehouse environment, visual management aids are used to communicate essential safeguarding messages and other critical information.

It ranges from location labelling and signage to utilising high-visibility colours to indicate dangers. These serve as reminders and warnings, contributing to productivity, efficiency and, most importantly, safety.

W360: What types of products does Beaverswood produce to cater for this category?

SG: Beaverswood specialises in products designed to create a smarter and safer workplace environment. Think of a typical warehouse – in order to function, it needs basic labelling and identification. We do all of this, from ticket and label holders to aisle and bay markers and floor signage.

Our advanced products include innovative rack end and shadow boards that affix to walls or make use of redundant

W360: You’ve mentioned the importance of safety in the warehouse. What can Beaverswood offer in this respect?

SG: Safety is a paramount concern in busy industrial environments as it’s essential to protect both employees and assets like stock and the building itself. Beaverswood has several products, including the Rack Armour upright racking protectors and several types of impact safety barriers to prevent damage from vehicle collisions.

We have in-house testing facilities to meet and exceed industry standards for durability and reliability. For example, our Brandsafe impact barrier range has been tested to PAS 13 with independent verification and certification from TÜV Nord.

Dealers and resellers should explore beyond the traditional office space and consider the supply of the entire premises rack end space. The boards come with frames for paper documents such as rotas or important staff updates. They can also be deployed as eyewash and first aid stations or as cleaning equipment holders.

A hugely popular product is the racksack, a convenient and space-saving durable waste sack system hung on rack ends. It simplifies waste management and enables the implementation of recycling throughout a warehouse.

Our 2,000+ SKUs also include racking protection, safety barriers, warehouse floor markers and tape, location labelling and colourful document display systems.

W360: Are the signage and labelling solutions customisable across the Beaverswood range?

SG: Absolutely. We don’t manufacture generic items like fire exit signs. Instead, we focus on graphic floor markers and safety signage that support efficient and streamlined operations, like weight load notices. Bespoke options for location labelling for customers with barcode systems are available and we manufacture many warehouse essentials, such as label and ticket holders.

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W360: How do visual management and safety products tie into changing workplace dynamics?

SG: With the rise of hybrid working and the increasing importance of warehouse and distribution centres due to online retail, companies need to prioritise the safety and wellbeing of their industrial workforce. Visual management cues help to guide and inform people safely around the building while keeping things organised and, therefore, output higher.

Dealers and resellers should explore beyond the traditional office space and consider the supply of the entire premises, including storage facilities, industrial units, warehouses and manufacturing plants.

W360: Is there any specific consideration or training necessary to sell your products effectively?

SG: What’s great about our products is that they are designed to be user-friendly, with minimal technical expertise required.

Although dealers venturing into this category can readily sell our solutions without extensive knowledge, Beaverswood provides first-class marketing support, sales training and reseller materials.

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Already this year, we have given a total of £20,120 in regular payments to 26 families, as well as ‘one-off’ grants of around £18,900 to 12 applicants.

With this money, lives are being changed for the better.

Now, you can be a part of this story: for only £50 per month, you can become a BBSC Individual Patron and help care for our industry’s most precious resource – its people.

Honorary Patron

To find out more about becoming a BBSC Individual Patron, please go to: www.bosscharity.org/individual-patrons or contact: kelly@bosscharity.org

A massive thank you to all of our Patrons for 2023

Connecting the

business products world

CATEGORY FOCUS - WAREHOUSING AND SIGNAGE

All under one roof The future of the warehousing and signage category looks bright, with industry experts reporting strong growth in this burgeoning sector. By David Holes

T

he warehousing and signage category is a broad church, with a diverse selection of products gathered under these umbrella terms.

It includes everything from pallet trucks and mobile trolleys, through shelving, racking and safety equipment, to high-tech labelling and barcoding devices.

Essentially, it’s an eclectic mix of products needed to fit out and maintain operational efficiency in modern-day warehouses and other similar industrial facilities.

A PROMISING FUTURE Feedback from those operating in this field reveals it is an ever-expanding category. At Beaverswood – a manufacturer of warehouse labels, floor markers and visual management solutions – Managing Director Steph Gentle says the company has been experiencing year-on-year growth for some time, with 2023 proving to be no exception. “Safety and visual management for businesses represents a growing priority and this is reflected in the requirement for these items in Labelling from Durable UK

Companies are seeking more efficient ways of utilising their storage space, rather than simply expanding 26

WORKPLACE360 - JULY/AUGUST 2023

our product range. We are increasingly working with workplace supplies resellers and dealers, as they recognise this is a flourishing area.”

Durable UK also notes a growing appetite from the warehousing sector for its signage, labelling and scanning products. Drawing on a strong manufacturing background in items for the workplace environment, the vendor realised its expert knowledge could be applied to the warehousing industry.

As such, states Durable UK Head of Marketing Sam Rylands, there is now a dedicated sales resource for this channel. “Our aim for this year is to build partnerships with industrial resellers and specialists in the UK to highlight our expanding offering to this target audience.”

Despite the rise in warehouses and storage space, fluctuating commodity prices for materials such as steel and wood have presented many challenges over the past few years. This appears to be stabilising, notes Rapid Racking Head of Product and Services Tom Ellis. With growth across the majority of its key areas, he believes 2023 is set to be another good year for the business.

The company – part of the Manutan Group – is a specialist in warehouse and storage design and has recently launched a new rental service, which, says Ellis, is generating a lot of interest. With a proliferation of warehouses being built across the country, he believes plenty of opportunities lie down the road and while many may focus on the top tier, there is still a lot of activity happening at the lower end too.

Elaborating further, he explains businesses that were merely start-ups during the pandemic are now investing in line with their successes – moving into larger premises or broadening into other areas.

“The industry as a whole is growing and, alongside it, so is the variety of goods that customers are looking to store. The rise in online transactions means the distribution and logistics world is having to vary what it stocks and ships – in some cases shifting away from conventional boxed products.

CATEGORY FOCUS - WAREHOUSING AND SIGNAGE

“Combine this with the increased costs from energy and inflationary pressures and companies are seeking more efficient ways of utilising their storage space, rather than simply expanding. This is where our expert design service can help, as we can guide clients to the most effective way of reaching their goals at an affordable price,” states Ellis.

BESTSELLERS Other operators in this arena agree with this sentiment.

When it comes to the current best-selling product areas, Beaverswood’s labelling for racking continues to be in high demand as warehouses are reconfigured to get more from the available space. Consequently, there’s a constant requirement for these types of items, along with ticket and label holders which are critical to operational efficiency.

Rylands confirms Durable’s labelling range is also currently the company’s best-seller in this field, with sales up +145% compared to 2022: “We see this as a testament to the quality of our products and the breadth of clever solutions we can provide from magnetic c-profiles to pallet signage,” she adds.

Manufacturers are constantly introducing innovative solutions for warehouses and storage facilities too. A top seller for Beaverswood, for example, is the racksack.

Beaverswood Racksack Nano

We predict there will be marked growth in intelligent systems for automating processes which are already changing the logistics marketplace Says Gentle: “It hangs on the end of racking and provides a brilliantly simple recycling solution in the warehouse, which can otherwise be a tricky discipline in busy industrial environments.

“We’ve just launched the racksack Nano – the smallest member of the family. It is designed to affix to forklift/pallet trucks and other vehicles to help drivers ensure their stations remain tidy.”

As companies look to keep the entire warehouse environment safer and cleaner, visual management in this sector is growing in importance, she notes. As a result, systems employing shadow boards and floor signage are equally gaining in popularity.

Rylands states that while the signage subcategory in general is expanding, it is being received more slowly by this industry. In response, Durable has continued to innovate and adapt to provide tailored solutions to meet the unique needs of industrial customers. The company typically releases around 50 new products every year and an increasing proportion of these are geared towards this channel.

Says Rylands: “Our most recent range development has been the launch of nine new corner, surface, pipe and edge protectors, which are used widely in warehouse settings where a strong emphasis is placed on health and safety.

“Looking to the future, we predict there will be marked growth in intelligent systems for automating processes which are already changing the logistics marketplace. A focus on the products accompanying this shift will be rewarded down the line.”

Ellis confirms the drive for automation is a noticeable theme, with the consistent escalation in online purchasing leading to increased cost pressures for processing orders: “Consequently, warehouses are trying to keep operations as efficient as possible.

This can be as extreme as installing fully automated pick-and-pack lines or as easy as just automating a few of the simpler processes.

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CATEGORY FOCUS - WAREHOUSING AND SIGNAGE

“For example, at our own premises, we have invested in the automation of our pallet wrapping operation. Not only has this helped to speed up our daily processes, but it has also allowed us to switch to using a type of plastic wrap that employs a higher recycled content than we could previously.”

GAINING A FOOTHOLD If you choose the right products to sell, it can be relatively straightforward for new dealers looking to get into this category, according to Gentle. She states the warehouse is just another work environment, albeit with some unique requirements that differ from the conventional office space.

Her advice would be to avoid very technical products – in particular robotics, automation or digital items – which require a lot of expertise in a fiercely competitive landscape. While many other items don’t require any specific knowledge, dealers should get familiar with their customers’ warehouse environment and needs.

She adds: “Ask to visit and question them about what they do, how they operate and what their primary challenges are. Dealers should also initiate relationships with key decision-makers. For multisite outfits, this is often the procurement manager, but for SMBs, it’s typically the facilities/operations manager or possibly the safety, health, environment & quality officer.”

Ellis also strikes a note of caution, explaining that for new entrants, some product categories can be more complex than others. When installing a drive-in pallet racking solution, for instance, there are significantly more points to consider than when selling a few bays of shelving. Such complexities can include the kinds of pallets to be used, the structure of the floor and how suitable it will be for the size and weight of the goods to be stored.

Invariably, he adds, this sort of sale necessitates more of a consultative approach, requiring expertise to ensure the end solution is fit for purpose. “We already work with several trade customers to support them with these types of enquiries and would be happy to help any newcomers.”

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As with most adjacent sectors, warehousing is competitive, and resellers and dealers need a clear USP. Once this is established, it then comes down to being aware of which sales require more technical input.

Overall, Ellis feels the industry is moving towards providing solutions rather than just selling specific products. “Frequently, our clients will start with an empty warehouse and ask for everything from racking to manual handling equipment, safety signs and safety barriers. Therefore, dealers can increase their margins and the value they provide by combining it all under one complete offer as a single solutions provider.”

Nevertheless, Rylands warns that those determined to enter the category need to go in with eyes wide open as the traditional and industrial channel markets are vastly different to one another, with industrial customers’ expectations around delivery times and commercial stipulations often quite onerous. “However, you can still achieve success by networking with the right dealers, spending time understanding your end users’ requirements and focusing on a solutionorientated approach.”

A SUSTAINABLE SOLUTION With environmental concerns now high on everyone’s agenda and the drive towards net zero becoming ever more pressing, it’s not surprising to find sustainability within this sector is seen as a priority topic.

All those Workplace360 spoke to agreed sustainability is an essential focus, not least because warehouses and associated manufacturing plants produce a lot of waste. Gentle also points out they are time-poor as they work to tight service level agreements.

Therefore, being able to provide customers with durable ranges designed to withstand the rigours of an industrial setting is a major selling point for resellers.

“Supplying smart solutions to address waste management issues represents a great opportunity for dealers. It removes a headache for their customer while supporting them in their efforts to become more sustainable. All of Beaverswood’s products, for instance, are made with sustainability in mind. We use a range of

CATEGORY FOCUS - WAREHOUSING AND SIGNAGE

Supplying smart solutions to address waste management issues represents a great opportunity for dealers recycled or recyclable materials but, most importantly, products are built to last, which helps warehouses achieve sustainable practices.”

With clients increasingly requesting CO2 emission reports, working with vendors serious about net zero targets is becoming imperative. Durable, says Rylands, has implemented many measures as a manufacturer to be compliant and sustainable at all levels, including sourcing local materials, generating its own energy for production and reducing the environmental impact of its manufacturing processes.

“All these actions then help to support the eco ambitions of our customers, knowing their supply chain is as green as possible,” she adds.

There are clear signs purchasers in this category are taking these issues seriously. Ellis says Rapid Racking is presently receiving far more questions about the carbon

footprint of its merchandise and how the materials made to produce them are sourced than ever before.

“Companies, in general, are adopting a more responsible view to their purchasing – especially those targeting zero carbon projects,” he notes.

“This is an area Rapid Racking has been spending a lot of time looking at, as most of our products involve a large amount of steel. We’re not quite ready to reveal what the solutions are yet, but we have some interesting developments in the pipeline.”

The warehousing and signage sector is expanding and appears to be in good health. Manufacturers are undeniably courting the workplace supplies channel, recognising the benefits of another route to market.

Undoubtedly, there will be challenges for dealers wanting to be part of this industry, but there are also significant rewards for those willing to take the plunge.

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REVIEW - OPI EUROPEAN FORUM 2023

Changing goalposts Our industry must embrace disruption as a catalyst for growth and innovation

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n late May, industry executives from across Europe came together in Amsterdam, the Netherlands, for the OPI European Forum. Two jam-packed days delivered thought-provoking and punchy presentations and panels as well as deep-dive roundtable discussions. All of this was framed by constructive and convivial networking during breaks, over meals and in the bar.

While the event covered wide-ranging topics concerning the state of the European business supplies industry, it also delved deep into specific areas, such as the promising opportunities in the hygiene product category and the consumerisation of B2B e-commerce.

THE FUTURE WORKPLACE Sessions presented delegates with a wealth of information, revealing a tapestry of facts, figures and even emotions. IDC’s Mick Heys provided an incisive analysis of the present and future relevance of the office. Despite a current sharp focus on work-fromhome and hybrid working, pan-European research suggests that a sizeable 33% of employees are required in the office five days a week.

Furthermore, the topic of employee happiness deserves serious attention from business leaders.

According to Heys, 46% are not satisfied with their workplace, while almost one in four employees (22.4%) are currently looking for a new job. Both statistics could be interpreted negatively as well as opportunistically.

CORE THEMES Among the myriad takeaways, several recurring themes emerged. First and foremost, sustainability has become non-negotiable. While not everyone can match the passion of Simone Hindmarch, the joint Managing Director of Commercial chaired a very well-attended roundtable session alongside Exacompta’s CEO Charles Nusse. The bottom line is sustainability has become a commercial imperative – and offers an increasingly distinct competitive advantage.

Despite the indisputable fact business leaders, by and large, want their staff back in the office, even more certain is the realisation – aptly demonstrated by Heys – that

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flexible/hybrid working is here to stay. Consequently, the definition of the ‘office’ needs to be reimagined.

A significant topic of contention was pricing and its management in an inflationary market. This subject featured prominently in plenary sessions, roundtable talks and everywhere in between. Much of the discussion involved the conflict between price increases over the past few years and the impact of declining volumes. As one panellist astutely remarked: “The challenge is the ability to sustain margins by adding value, not by squeezing people”, while another added in a follow-up roundtable that “committed pricing is dead”.

THE HOT STUFF While the structured conference sessions received high praise from delegates, it was during networking breaks that certain themes were explored more deeply.

Arguably, one of the hottest topics was artificial intelligence, particularly ChatGPT. Reflecting on the forum, Jeanette Bresitz, Managing Director at Office Friendly, noted: “What a great event for giving you headspace and opening your mind to different aspects and opinions. Taking time out of the day-to-day operation to engage with leaders from across Europe has helped me form so many new ideas and think deeper about our future planning.”

The resounding message from the OPI European Forum 2023 was clear: our industry must adapt to the shifting landscape. With sustainability, flexible working and dynamic pricing at the forefront of discussions, attendees left Amsterdam armed with fresh perspectives and a renewed determination to navigate the challenges that lie ahead.

What a great event for giving you headspace and opening your mind to different aspects and opinions

IMO - CHRIS DEIGHTON

Chris Deighton is Managing Director at COLOP UK

Shaping the future of UK trade fairs Exploring new avenues for manufacturers and resellers

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argely driven and accelerated by the pandemic, the past few years have seen the business supplies industry massively evolve, and it will continue to do so. We have witnessed a contraction in the number of resellers but also the emergence of new opportunities with non-core suppliers entering our market sector.

Amid this transformation has been a sea change in the exhibitions scene. Once upon a time, we all flocked to Frankfurt for Paperworld – now part of Ambiente – and various UK shows such as Statindex. However, now we are left with the London Stationery Show and numerous industry channel events from the wholesalers, dealer groups, tech providers, etc.

While the London Stationery Show retains its appeal for a retail-oriented audience, its location in the capital and the associated accommodation, meals and travel costs render it a prohibitively expensive affair for many.

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Established players at the exhibition predominantly encounter their regular customers, while smaller companies struggle to capture the attention of the larger resellers that are selective in their visitations. Meanwhile, at some industry events, it can be a battle to incentivise dealers to engage with all the suppliers that have taken the time to set up a display and attend the show. Then there are the not-so-insignificant costs borne by the vendors.

MOMENT OF TRUTH Manufacturers are now standing at a crossroads, grappling with the weighty consideration of cost and time when participating in trade fairs. There’s a hefty price tag attached to the significant investment required to achieve a favourable cost versus time-with-client ratio.

There is undoubtedly still a big appetite for manufacturers to engage with proactive and interested resellers and dealers – not only to showcase new products but to explore efficient and beneficial avenues of reaching customers.

Sadly, hybrid working has made online meetings and virtual training the norm, yet the value of face-to-face interactions, product showcases and shared experiences remains undeniable. This begs the question: can a viable solution be found that reconciles these objectives at a reasonable cost?

DEFY CONVENTIONS Enter the proposition of a united front and an audacious departure from competitive concerns, with a large-scale event held in the North or South, perhaps even in the Midlands. By defying conventional notions of trade fairs, a fresh format could be fashioned.

Manufacturers are now standing at a crossroads, grappling with the weighty considerations of cost and time when participating in trade fairs Picture the traditional exhibition stands alongside a stage where resellers and dealers engage with Dragons’ Den-style pitches interspersed with entertainment. An innovative approach such as this would surely create a distinct and memorable show.

Why does everything need to be the same?

Let’s have some out-of-the-box thinking, come together with an acceptable cost framework, and create an event that’s fun, engaging and beneficial for all involved.

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THOUGHT LEADERSHIP - MARK HEATH

When outsourcing makes sense Why your customer’s happiness is the key to success

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ur industry is close-knit. People talk.

And some beliefs stick. Let’s take outsourcing as a classic example of this.

I’ve heard people say it means selling your business or owners losing control. It likely doesn’t help with stories of buying groups trying it and it didn’t work. Perhaps this is why many still hold onto the idea that outsourcing is not a good fit for our sector. But we’ve moved on since then. So, let’s dive into why those beliefs may need updating.

First, let’s do a bit of a clean-up and drop those perceptions into a bucket I’ll call ‘first generation’. It’s true in the first-gen model that many approaches didn’t work because they probably weren’t correctly built for our industry.

On the bright side, our sector is always moving

Mark Heath is Managing Director at Office Power

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forward, learning and getting better. This is why another proposition, let’s call it ‘next-generation’, is an improved system – one designed around our specific needs and challenges.

Next-gen is so different to first-gen, where outsourcing is nothing close to an acquisition or taking over a company.

Instead, it is a simple equation: Real business efficiency + smart, easy tech + standout services = stickier, happier customers.

UNLOCKING EFFICIENCY We have to address the elephant in the room and talk about control. So first off, what does that mean? Is it keeping the distribution network and your clients or choosing who the suppliers are?

In next-gen, your customers are absolutely your customers. Outsourcers understand the importance of retaining those direct relationships as they are what businesses are built on. There may also be other commitments you want to preserve, such as long-term employees who carry out a variety of roles, from driving vans to bookkeeping. Loyalty is crucial.

Being in control of your company means unlocking those efficiencies – in essence, finding out how to make the existing model work much harder. This includes real-time data, data-based decisioning, proper margins, benchmarked pricing, putting an end to ‘last price’ pricing, identifying which customers to upsell certain products to and working out which are profitable, which aren’t, and what to do about it. It’s wrapping your arms around it all.

THOUGHT LEADERSHIP - MARK HEATH Unlocking effectiveness in this way is a far cry from the first-gen concept of efficiency, with a dealer handing over their business to a buying group, keeping the same tech, and with no fundamental shift in how the company operates.

Why would that work? How do you reasonably hope to run it the same way?

So, what do proven, actionable efficiencies in next-gen look like? Well, it’s real-time data highlighting upselling opportunities to the existing customer base, gap analysis pointing to the 60% of clients who don’t even buy computer accessories from you, and insights providing the confidence to price at a level customers will bear and a margin you deserve.

MADE-TO-MEASURE, FUTURE-PROOFED TECH Back to the equation again. When outsourcing, the new world supports next-gen technology that is going places, just like you want the business to. It isn’t about surviving, it is about thriving. Now and in the future.

When we consider the technology principally serving our industry, it has often been designed for another sector with workarounds. Not only has this created a hodgepodge of outdated and newish systems, but they may or may not talk to each other depending on how they were set up.

The result? An ecosystem of different platforms which are exceedingly hard to import or export data from. In this scenario, technology has rarely made a notable contribution to making a company run more efficiently and, as a time bandit, even acts as a barrier to investing in hard work and effort with customers.

The new world? A proven, single platform, perhaps best thought of as a portal for resellers offering a personalised tech set-up across all

aspects of their business. This involves everything from the management of full orders and quotations, corporate accounts and personalised catalogues to multiple payment options, approval workflows, a branded website and much more.

FREE UP CUSTOMER-FACING TIME An extraordinary amount of time is expended on services, and the good news is next-gen outsourcing can reasonably challenge the idea of doing it all yourself. Who doesn’t require or need expert help? Why wouldn’t you want to step away from the mundane, the stuff that is essential but takes away your time and doesn’t add customer value?

I mean stuff like monthly invoicing, the chasing of late payments and sending regular emails.

Furthermore, comprehensive outsourcing provides access to customer services teams – there to help you make the most of your sales intelligence, set up marketing campaigns and generally be an extension of your in-house team as and when you need them.

THE RIGHT NURTURING How do you trust the results? Next-gen outsourcing has been around for a while and there are stories to prove it works. The proof is in the happy customer, the sticky customer, and the profitable customer.

Outsourcing today is an altogether different proposition from what was first experienced by the business supplies sector. It not only encompasses great technology and services and satisfied clientele, but it’s also about flexibility.

Your business, your way. Dealers are 100% in control. In challenging times, smart businesses will take a fresh look at future options.

The technology principally serving our industry […] has often been designed for another sector with workarounds

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CATEGORY FOCUS - PACKAGING

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Packaging had a major boost during COVID, but as the category settles down, sustainability remains key.

By Bruce Ackland

he packaging sector has so far maintained the lift it got from COVID-driven lockdowns thanks to significantly more parcels being sent as businesses moved online. The big question in the post-pandemic era is how this is playing out. As it happens, pretty well.

Premier Paper for one is still showing signs of strong sales in its packaging division despite the market decline in traditional postal communications. The company’s Packaging Sales Manager Chris Redstone says: “We aim to expand this area of the business further and become a one-stop-shop for customers and all their packaging requirements – whether that’s off the shelf or bespoke items. We continue to see year-on-year growth in envelopes and mailable items.”

Pukka Pads has also enjoyed a positive period over the past two years, with double-digit growth for its post and packing range and 2023 sales currently tracking 2022. For FY2021-22, the company saw one of the

Packaging is a major consumer of virgin materials, accounting for 40% of the plastics and 50% of the paper used in the EU

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strongest performances to date in its bubble wrap segment. However, this is expected to become slightly more subdued due to the prevailing challenges within the UK economy.

The continuing war in Ukraine and inflationary pressures have put a definite pinch on the category, creating upward pressure on prices over the past 18 months. RAJA UK Managing Director Tom Rodda told Workplace360 the first half of 2023 has not been as buoyant as 2021 and 2022, both of which benefitted from lockdowns.

“We are still growing steadily and acquiring customers, just not as rapidly as before. In the next 6-12 months, RAJA sees the outlook as uncertain as consumers’ disposable income continues to be squeezed by inflation and interest rate rises,” he adds.

The e-commerce sector – a crucial market for the packaging industry – is being impacted by end-user wariness, but Rodda remains bullish: “We remain optimistic about prospects. The RAJA model is unique, and we are well-placed in the industry. After all, uncertainty should be seen as an opportunity.”

For tesa, packaging is a core competency and represents one of its heritage product groups. With online business parcel shipments increasing, the market for its packing tapes is on the rise, as is the demand for its sustainable tapes.

BACK ON TRACK After a brief hiatus during the pandemic, sustainable packaging is once again a big trend. Historically, the category was viewed as a prime environmental offender, but much has changed over the past two decades to rehabilitate its image. The importance of environmentally friendly materials will be further boosted with the introduction of the European Packaging & Packaging Waste Regulation (PPWR) and Extended Producer Responsibility (EPR) – two key

The expected increase in plastic packaging waste in the EU by 2030

CATEGORY FOCUS - PACKAGING pieces of legislation designed to address sustainability in packaging (read Regulating issues on page 38).

Retail and e-commerce remain the driving force behind the movement to more eco-friendly materials as a result of pressures from consumers. B2B, on the other hand, is progressing at a slower rate, with price points still a key issue. The introduction of the Plastic Packaging Tax in April 2022, however, has seen suppliers and customers adjust their offerings and requirements respectively.

Premier Paper, for example, has ensured its bubble wrap, stretch film and polybags all contain a minimum of 30% recycled content. States Redstone: “We have witnessed a huge interest in self-adhesive and wateractivated paper tape, especially printed with company logos and branding. In addition, we use cardboard boxes, paper tape and paper void fill and everything that can go into a household recycling stream. It gives a great environmental message to the end user.”

MAKING IT EASIER Sealed Air is responding to the demand for sustainable packaging with new product developments such as Bubble Wrap AirCap LRT and Bubble Wrap IB Recycled Content Films. Both are made using a minimum of 30% recycled content diverted from recovered waste. The company says this makes efficient use of all resources throughout the entire life cycle.

Antalis recently introduced its Green Star System and Green Card for packaging for the UK market, making it easier to access environmental information about goods. The Green Star System is a rating system grounded in a strict set of criteria, including recycled and bio-sourced material and technical recyclability that is measured meticulously and consistently.

The Green Card, meanwhile, provides in-depth environmental information such as reusability, greenhouse gas emissions, certifications and origin.

Antalis Office Dealer Sales Manager Marie Challis notes: “We continually look for ways to enhance the products and support we offer to office and stationery resellers.

By adding sustainability ratings, it has never been easier to select packaging materials, and there is a real opportunity for dealers to increase their client’s spend.”

RAJA also has a very strong environmentally responsible offering and is driving innovation in this

area to meet and exceed customers’ expectations.

Rodda explains: “We’ve broadened the sustainable assortment over the past few years to the point where, in some areas, whole ranges are sustainably sourced. More than 90% of our materials are procured within Europe – mostly in the UK – keeping service high and the carbon footprint down.

“Paper-based items are primarily FSC- or PEFCcertified, and we are raising the level of recycled content wherever we can if it doesn’t impact our high-quality standards.”

The reseller has also set ambitious carbon reduction targets, aiming for carbon neutrality by the end of 2024 and net zero by 2030.

In line with its 2025 targets, Pukka Pads is actively reviewing all SKUs to include more sustainable materials for physical products and, if applicable, external packaging. The company already uses at least 50% recycled content in all of its bubble wrap and bubble envelopes. All paper used in its envelopes is PEFC-accredited and cartons are FSC-certified.

For its part, tesa has developed carton sealing tapes to cater for consumers looking for more sustainable solutions and industrial customers seeking to meet corporate ESG goals.

Tesa Head of New Product and Business Development MU Consumer Hilde Cambier says: “Within the past three years, tesa has launched more sustainable carton sealing tapes based on postconsumer recycled PET backings, bio-based PLA backings and FSC-certified bio-based paper backings.

All new packaging tapes are recycling-friendly and can be left on the carton, according to INGEDE Method 12.”

LOOKING AHEAD Industry experts that Workplace360 spoke to point to several key macrotrends affecting the sector, namely improving product protection, the precarious state of the economy, the need to raise brand awareness and processing efficiencies. At RAJA, custom-printed and custom-sized packaging stands out as an increasing trend as e-commerce businesses have matured to see the value of the ‘unboxing experience’ for their customers.

As Rodda explains: “Packaging is seen as a key pillar for these companies to promote their brands.

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CATEGORY FOCUS - PACKAGING The EPR for packaging legislation means firms with over £2 million in sales and handling more than 50 tonnes of packaging a year will have to pay for their branded packaging to provide for kerbside recycling. It will be interesting to see how many companies review branding on their packaging to avoid this tax.”

In the meantime, buyers are also looking at the total cost to pack, and labour shortages are a real consideration. Unit cost is less critical if the packaging saves time, so self-adhesive strips, crash lock boxes and custom mailers are becoming increasingly attractive.

These protect contents well and provide a bespoke unboxing experience for consumers.

Pukka Pads has also had a busy year launching new products such as poly mailers, cotton string, tapes, parcel rolls and permanent markers. The company’s Stock & NPD Director Rochelle Stott says there will be continued expansion and development in this category.

Technology and digitalisation provide plenty of opportunities for suppliers, resellers and dealers in packaging. For example, a desire for personalisation has

REGULATING ISSUES

On 30 November 2022, the European Commission published a first draft update of the Packaging and Packaging Waste Directive (PPWD) as part of the Green Deal and the accompanying Circular Economy Package.

The new proposal, the Packaging and Packaging Waste Regulation (PPWR), is a European Union regulation to reduce packaging pollution and help build a circular economy. Once approved, it will apply throughout EU territory and to any imported packaging.

The new EU legislation will: • Set targets to reduce packaging waste • Set specific design requirements for recycle-ready packaging and the use of post-consumer recycled content • Set ‘eco-modulation’ criteria for Extended Producer Responsibility (EPR) schemes that reward more sustainable packaging If approved, the new regulation would mean that, by 2030, all packaging on the EU market must be designed to be recyclable.

In other words, recycle-ready. By 2035, companies will need to demonstrate their packaging is recycled at scale. This requires having the appropriate recycling infrastructure in place.

Meanwhile, the UK EPR legislation for packaging has created obligations for organisations selling, importing and handling packaged goods as well as brand owners and online marketplaces. New registration, data collection, reporting and payment rules are being introduced for businesses placing packaging on the UK market. Reporting began in July 2023 for the first EPR submissions, requiring the submission of packaging data from H1 2023.

As part of a transition to a circular economy, these laws essentially push responsibility up the chain to producers of packaging to drive changes in design and consideration of its end-of-life treatment.

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19% 1.5 billion

The expected increase in packaging waste in the EU by 2030

Royal Mail parcel deliveries in FY2021-22

led to take-up in digital printing on corrugated boxes while automation within the industry is increasing.

On this latter point, RAJA is already developing its offering to meet this growing demand. Says Rodda: “RAJA’s core buyers are small to mid-sized businesses that typically have a wide number and size of parcels to fulfil. This presents challenges when they are processing 1,000-2,000 parcels a week. Our knowledgeable sales consultants are helping these customers get the most out of automation and finding alternative solutions if they will work better for the client in question.”

It will be interesting to see how many companies review branding on their packaging to avoid this [EPR] tax

REVIEW - NEMO OFFICE CLUB 2023

Prepared to win Nemo Office Club’s revamped conference format fulfilled its promise of ‘Two days.

One night. One amazing event’

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ringing together members, suppliers and other key stakeholders, the 2023 Nemo Office Club two-day conference kicked off with activities including falconry, laser clay pigeon shooting and the surprisingly competitive skill of duck herding.

The event’s entertainment continued late into the evening with comedy, live music and the annual Nemo Office Club awards.

The activities were so varied and utterly enjoyable, especially for meeting other members who were very friendly, sociable and willing to share details about their business – Peter Collin, Connect Office Supplies An early start the following morning saw delegates sit down to two industry expert presentations. First up was well-known sustainability leader Toby Robins, who delivered no-nonsense insights that resonated with independent dealers and the challenges they face.

Nemo Office Club Managing Director Tim Beaumont appreciated Robins’ stance: “He did not make any attempt to guilt trip anyone into acting. Instead, he made it clear the number one priority is to ensure your company is commercially viable and that any ambition is matched by capability. Failing to fulfil stated ambitions can result in a gap between the environmental

credentials claimed and those delivered – greenwashing – and may lead to a loss of integrity.”

A key takeaway from the session was to do everything else feasible before carbon offsetting. This included limiting business travel, employee commuting, waste generated during operations, transport to customers (and to the dealer), reducing fuel and energy used and, where possible, self-generating energy.

BE PREPARED Extending the idea of not committing to what you are not capable of delivering, BPGI CEO Barry Hayes took to the podium to share his expertise in tendering for accounts. He provided attendees with insight into the art of establishing contact at the right level, understanding who the decision-makers are and knowing the questions to ask.

Noted Beaumont: “Many attendees were surprised by the brutal facts. But the truth is, if a prospect is unwilling to supply you with the management information – products purchased, volumes, average order values – you are probably wasting your time. Demonstrating capabilities to serve, savings offered, service improvements, range expansions and how they can be implemented will set a dealer on the path to success.”

Meanwhile, the group’s retail members met to discuss experiences, ideas and insights through the format of popular TV game shows Would I Lie to You, Bargain Hunt and Taskmaster. The latter two revolved around finding the ‘best bargain’ and undertaking tasks while visiting the four-hour exhibition featuring 40 approved suppliers.

The conference ended with presenter Sian Lloyd. She recounted her experiences of overcoming challenges and learning to understand the importance of wellbeing and resilience if you are going to be prepared to win in life as well as business.

The next Nemo Office Club get-together takes place in January 2024, with a return to Eastwood Hall for the annual Kickstart event

A great and successful event – Steve Evans, The Jolly Savage 40

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MARKETING - HELEN COLTON

The importance of postpandemic marketing Time to focus on growth

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t’s probably fair to say most companies during the pandemic and subsequent economic challenges have had to make tough decisions about where to invest their precious time and money. Some have decided to rein in marketing, resulting in a drop-off in direct communication on products and promotions to resellers and even less to end consumers.

However, as we are settling into the changes around us, it is time for manufacturers and resellers to turn the dial back up and for the industry to concentrate on growth.

For all businesses, ROI for any expenditure is key to success and marketing ROI over the past few years has likely taken a step backwards. But it is really important to ensure that your brand (manufacturer or reseller) is front of mind for the end user because, if not, your competitor’s will be.

Marketing is complex and shiny new objects seem to appear all the time, so it’s worth redefining the two basic types to focus on and how they differ in building up campaign content to support growth.

1. TRADE MARKETING: A SHOUT-OUT TO THE MANUFACTURER BASE The product assortment in the workplace supplies industry is vast, and many resellers diversified during the pandemic and presently offer a considerably broader range. They also understand what’s driving the most growth for them or where to go next. Some, however, still need assistance and encouragement in terms of expanding into the right, profitable categories for their customer base.

Helen Colton is Head of Business Development at InControl Marketing

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Being able to provide content that educates, raises awareness and problem-solves really does add value. It allows a dealer to broaden what may be a simple product enquiry into a full-scale solution sell across many categories.

I would encourage a wider approach and partnerships for campaign marketing if we all want to see results.

2. END USER MARKETING: A SHOUT-OUT TO BOTH MANUFACTURERS AND RESELLERS As previously stated, if you’re not talking to your end users then your competitors unquestionably are. The theory of “hit them once, hit them again and, in fact, hit them at least seven times before they take note of a product/range” still rings true! Brand building and going after upselling and cross-selling opportunities is about frequency and consistency, so ad hoc campaigns simply won’t make the cut.

Players in the market such as monolithic e-tailers have departments, agencies and sophisticated software that automate, track and analyse campaigns. We should also be continually asking what can be done better to achieve our goals.

Whether you’re a manufacturer or a reseller, my advice is that marketing to the end user database is critical to success. Campaigns must be factored into plans from both a product and brand point of view.

BARRIERS TO MAKING MARKETING A PRIORITY The new lean business model means resources and budgets dedicated to marketing are unlikely to return in the same guise. On top of this, the wholesalers don’t sell products and brands the same way they used to and their marketing functions have shrunk too. This means the variety and quantity of content isn’t as available

MARKETING - HELEN COLTON as it once was. As a consequence of this decision, it’s time for the rest of us to step forward, pull together and take control of our destiny.

Ensuring the correct systems are in place across your business will help. For instance, the right back office for product data, processing orders and managing contact information supported by a web store will ultimately facilitate the point of purchase.

Or an appropriate channel-specific marketing platform that offers a continual stream of on-demand content with the ability to create your own, along with campaigns as and when required. A whole ecosystem sits behind the reseller community waiting to provide collaborative support and expert advice. It’s readily available – just ask.

Review what you have today. Is there room for improvement? Can you afford not to invest if you truly want to grow?

TURN COMMUNICATION BACK ON It’s worth noting that although it is vital to have an overall digital marketing strategy, email marketing is still the number one form of communication within our sector, for both resellers and end users. The available stats prove this over and over again. But before anyone starts to shoot off emails, it’s important for resellers to reaffirm the following: l

Clarify what your USP is for your particular end users. Why should they buy from you and not competitors? Yes, people still buy from people, but it is equally correct that out of sight is out of mind.

Ensure communications are regular and informative and use email and social media to drive web traffic and enquiries.

A whole ecosystem sits behind the reseller community waiting to provide collaborative support

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What products and solutions you should be promoting and to whom? This will depend on the database. Holding key end user information that will subsequently aid with customer segmentation will make this simpler and ensure your marketing provides a return on the time taken.

It’s not all about adding extra work to already stretched teams; it should be seen as working smarter and getting more bang for your buck – think about automated triggered emails coming on stream, for example.

There are increasingly better ways of capturing prospect details, creating mailing lists and segmenting customers. You could have conversations with manufacturers about support with lead generation initiatives and lead nurturing plans, or investigate new variants of managed campaigns and what they look like.

In addition, video is much easier to use nowadays, and everything is becoming integrated with Facebook, Twitter, LinkedIn, TikTok, Google Business and Google Referral. The data being generated is helping everyone to do their job better, so the quality of what is available should just keep going up and up.

WHAT SHOULD THE OUTCOME LOOK LIKE? Marketing keeps you at the front of people’s minds when they’re considering a particular purchase. If you’re widening the portfolio, then broaden your communications. Start prospecting and generating leads to capture contact details and then nurture those contacts to create a loyal customer that hangs around for years.

The lines may get a little blurred at times, especially in periods of economic stress, but we’re all channel specific and together form an interconnected group, each with a role to play. If we each gather up our resources, focus, and ask the right people for support and advice on the way, then the future is bright and growth should be the outcome for everyone.

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REVIEW - UNWORKING CONFERENCE

At the cutting edge

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here needs to be a radical rethink about offices and cities – that was the overriding theme at the recent WORKTECH Unworking Conference that took place in London.

Inspired by the insights shared by WORKTECH Director Jeremy Myerson and Chairman Philip Ross in their seminal work, Unworking: The Reinvention of the Modern Office, the forum delved into topics such as the future of city living and working, sustainable workplaces, and the disruptive forces shaping work as we know it.

A standout of the event was the keynote speech by Ricky Burdett, a distinguished author and Professor of Urban Studies at LSE. Burdett explored the dynamics of urban change, its influence on well-being, and the social and cultural fabric of work. He also shed light on the declining global investment in office and retail spaces in cities.

TAKING BACK THE STREETS Burdett emphasised the urgent need for a paradigm shift in our cities and the creation of new models. He challenged the prevailing city plans of lifeless streets and described an intriguing concept – the “playground city” envisioned by architect Carlo Ratti and economist Edward Glaeser. This vision incorporates multi-use neighbourhoods, fostering vibrancy and inclusion.

Expanding on these themes in a subsequent panel discussion, Sir Stuart Lipton, a renowned property developer, questioned the continued construction of office towers and advocated transforming existing ones into places that seamlessly blur the boundaries between the interior and exterior. Lipton, echoing Burdett’s sentiments, called for cities to regain their sense of fun, with social areas, village greens, town squares and vibrant communities.

Building on these ideas, WORKTECH Associate Director Imogen Privett delved into the notion of magnetising employees back to the workplace and supporting them throughout the day. She proposed forward-thinking concepts such as sensitivity rooms for menopausal women experiencing hot flushes and areas tailored to the needs of neurodiverse individuals.

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What we need to unlearn about the workplace Privett championed the radical reimagining of the office, exploring the possibility of utilising these spaces 24/7 for social purposes when they are empty.

THE SMART WAY With a strong focus on human-centric design and its profound impact on well-being, Matthew Marson, Managing Director, EMEA Advisory at JLL Technologies and Will Readshaw, Director of Intelligent Buildings at Arcadis UK, extolled the virtues of smart technology.

The time has come to shed outdated habits and beliefs Marson stated that sustainability is back on the agenda following COVID. He argued smart technologies can play a pivotal role in supporting it, albeit paradoxically, as when offices become healthier, energy consumption tends to increase. However, by leveraging plugins, artificial intelligence and analytics, building facilities can be optimised based on real-time usage data and adjusting HVAC systems accordingly.

Readshaw expanded on this notion, highlighting the integration of air quality sensors with ventilation systems as a means to enhance productivity. He also underscored the need for more mobile furniture in office environments, enabling rooms to be closed off to conserve energy when unoccupied.

The workplace, a bastion of tradition for decades, has experienced rapid and transformative change in recent years and it’s evident the time has come to shed outdated habits and beliefs.

Professor Ricky Burdett

HEART OF THE INDUSTRY - BOSS BUSINESS SUPPLIES CHARITY

Record-breaking Charity Day A resounding success for BBSC

T

he annual Charity Day organised by BOSS Business Supplies Charity (BBSC) achieved a remarkable feat by raising an unprecedented £17,200 to provide vital financial assistance to individuals in need within our industry.

The fundraiser took place at the Belton Woods resort in Grantham, where more than 100 enthusiastic participants either enjoyed playing golf in the sunshine or relaxed indoors at the spa. The day culminated in a buffet dinner and the now famous auction and raffle.

A GENEROUS SPIRIT BIC’s Jon Simmons emerged victorious in the individual golf competition, earning him the esteemed Tim Holmes Trophy, which was presented by Tim’s son Andrew.

Meanwhile, Team 1 from Fellowes, consisting of Nick Brown, Russ Brown, Rich Hogg and Tim Browning, secured a triumphant win in the team tournament.

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In a stroke of luck, Highlands’ Gary Clark accomplished a rare ‘hole in one’ during the day’s events. To honour tradition, Highlands generously fulfilled his obligation to buy celebratory drinks for everyone at the clubhouse by making a substantial donation to male mental health charity MANUP? Thoughts of Tim Holmes and the recently departed Steve Bilton were palpable throughout the get-together, with auctioneer Steve Hilleard delivering a touching tribute to the latter. He emphasised the importance of safeguarding mental health and announced a portion of the raffle donations would also be directed towards supporting MANUP?

HEART OF THE INDUSTRY - BOSS BUSINESS SUPPLIES CHARITY

BBSC Chair Martin Wilde acknowledged the outstanding contributions from across the industry: “The charity is so grateful for the support it receives for this event, with many companies sending golfers, spa attendees, raffle and auction prizes and very substantial sponsorship. Thanks to their help – and that of our Patrons – we have raised more money this year than ever before and will be able to assist even more families going forward.”

The next BBSC Charity Day will be held on 19 June 2024 at a new venue: Carden Park in Cheshire

We have raised more money this year than ever before WORKPLACE360 - JULY/AUGUST 2023

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BACKCHAT - FRANCES STEPHEN

Mental health in the workplace

We need to get serious about employee well-being

U

nderstanding how our mental health is affected within the work environment has become a key topic in recent years.

Recognising the impact working practices and culture can have and in what way to make subtle changes to address them is a potential minefield for employers and managers.

Considering each person’s different personality and how individuals respond to problems is also a challenge. In some cases, it is not the workplace that causes the issues, but it could exacerbate them. Larger organisations are more likely to have HR departments to filter down information and implement programmes to help. But for smaller businesses not in possession of such resources, it might be harder to address. So, what can be done and where to start?

INITIAL STEPS Motivating people to be aware of their own mental health is a great first step. Some may not recognise there is a problem and just feel tired and low. For many reasons, others feel they can’t be open about any struggles or simply don’t know how to voice their concerns and may believe they will be judged by their peer group or passed over for promotion.

Displaying posters on staff boards and signposting to organisations where people can research thoughts or feelings is a potential way of sharing with everyone rather than just one person who may appear singled out.

Mentalhealth.org.uk contains useful information for employees and employers alike.

Encouraging a culture of openness and encouraging downtime activities can spur employees to relax and be able to share how they are feeling.

Research has shown exercise is a way to aid with mental health, so organising different pursuits to incorporate physical movement is a good way to begin. Arranging walking meetings to get staff out of the office setting is a more easy-going way of having one-to-ones.

Frances Stephen is Director of Springfield Business Supplies

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For companies with employees working from home (WFH), it is hard to strike a balance between keeping people connected to their teammates while helping to establish and maintain boundaries to prevent burnout or harmful working practices.

TIME TO RECONNECT The Disparity Begins at Home report by the Royal Society for Public Health revealed that 45% of office workers preferred WFH, while 67% said they felt disconnected from colleagues. In addition, 46% undertook less exercise and 56% found it harder to switch off, so their sleep and general well-being were also affected. Finally, 74% stated they would prefer hybrid working.

For some businesses, this is tricky as many have downsized their office space following the COVID pandemic and are currently unable to accommodate employees who wish to work full-time in the workplace as well as those who prefer a more flexible arrangement.

Encouraging a culture of openness and arranging downtime activities can spur employees to relax and be able to share how they are feeling Solutions such as introducing team-building days at the office can help address feelings of isolation, plus inspire cross-learning and project collaboration. Providing hot desking facilities allows those who favour hybrid working to feel like there is a choice about where they work too.

A move to include mandatory mental health training in the workplace is underway.

Resources are available from organisations like mhfaengland.org or mind.org.uk, which offer valuable information on this topic and can be utilised by businesses of any size.

Mental health is a big subject and needs much more understanding, but in the meantime, let’s all stay in touch with our colleagues and encourage a safe place to talk if required.

YOU ARE INVITED TO ENTER THE

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

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CALL FOR ENTRIES

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

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

l

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

HOW TO ENTER

Winning an award can make a real difference to your business, so be sure to get involved.

Simply complete an entry form online at www.opi.net/EOPA2024 or email your nominations to awards@opi.net The closing date for entries is 13 November 2023

AWARDS PRESENTATION – MARK YOUR DIARY!

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

ORGANISED BY

EXPOSED! - GREIG MILLAR

One of your best childhood memories?

I grew up on the south coast of Scotland, so some of my best times were when my mum took my sister and me to the beach on summer evenings after we finished school.

Best concert you’ve ever been to?

The Foo Fighters. I saw them in Manchester in 2008.

Greig Millar, ther UK ro B r, e ic ff O e u n e Chief Rev What would you change about yourself if you could?

I have massively big toes. I’m not sure they do toe reduction surgery, but I need it.

What three things do you always carry with you? iPhone: I can access everything – pictures and videos of my kids, keep in touch with the family, use it for entertainment or even work. iPad Pro: boring but true.

Watch: I love watches.

Most embarrassing industry moment?

Can’t think of one. However, after 20 years, I’m sure there are a few.

What’s something new happening in your life right now?

I started a new role as Chief Revenue Officer in April.

Although it’s not night and day from what I’ve been doing at Brother UK before, there is a heightened level of expectation and pressure. But I’m loving it so far!

Tell us a secret that your work colleagues don’t know about you.

I’m an open book. I love to laugh at myself and talk about my personal life. It’s how you bond, and I’d like to think we’re a big family at Brother, so there really isn’t anything that the team don’t already know!

Favourite holiday so far?

The Greek island of Kos in 2014, just before my wife and I started our family. We had a great laugh together and just enjoyed each other’s company.

Where did you grow up and do you still live there?

I was born in Dumfries, Scotland, but we moved south to Northamptonshire when I was ten. I studied in Sheffield, stayed there after university and it’s where I’ve settled.

Last book you read?

Talking to Strangers by Malcolm Gladwell.

Do you collect anything?

Watches. I’m really interested in the mechanical side of them. In lockdown, I bought a lot of watch tools and have even assembled my own from parts.

What is the bravest thing you’ve ever done?

The National Three Peaks Challenge in 24 hours. We completed this as a company team in 2013 – exhausting and rewarding.

What would be your last meal?

Definitely some form of steak dinner. I’m not particularly fussy about the accompaniments, but a tasty rib-eye will always do the trick.

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Favourite sport or hobby to watch/play?

Golf. However, the only chance I have to play now is at corporate events. My wife and I have one day a week off together, so she probably wouldn’t take kindly to me spending five hours of that at the golf club! I also enjoy running.