The regular forums held by the BMF are always an interesting opportunity to hear views and news from the wider industry and the technology forum on 18th May was a great example of this. With presenters from a range of backgrounds speaking on different subjects, a few key themes emerged which we wanted to share with you. Sustainability is key With NetZero 2050 targets set to stretch the industry’s collective ingenuity to the max, sustainability remains firmly in the spotlight. BMF CEO John Newcomb highlighted ConstructZero, the construction industry’s plan for reaching carbon emission targets, and urged all merchants, suppliers and service members to take action. It may be easy to look at materials like steel, concrete and bricks as “offenders,” but everyone has a role to play in reducing environmental impact and finding innovative new solutions to improve the way things are done. The deadline for the next wave of business champions to apply is 14th June. Anyone interested in finding out more should email June.upton@bmf.org.uk Forum chair Andy Scothern also pointed out the role that big banks play in funding fossil fuel extraction, and urged members to consider switching to banks which don’t support these industries as a practical and easy way to influence change. Product data standardisation will benefit everyone We have covered product data before ( see our recent blog here ) but it was highlighted by so many speakers at this latest forum that it is definitely worth mentioning again. Firstly Dave Bate from ETIM UK spoke about the growing support for the standardised data format that ETIM provides, and shared the plans for working groups to add more and more product information as time goes on. If you are interested in becoming an ETIM Trailblazer, email dave.bate@bmf.org.uk . Barry Thorn of Akeneo presented the importance of a good PIM for merchants to feed ERP systems and ensure strong product information on eCommerce platforms and websites. He urged merchants to consider high quality product data as “a key asset to help you unlock the value and potential of the digital journey.” Many brands have fallen by the wayside because they haven’t successfully taken advantage of the opportunities inherent in the digital landscape. If merchants are still using Excel for product information storage they are likely to be missing out on a much smoother and higher quality transfer capability for good quality product data. As he pointed out, “Without good product data, there is no digital transformation.” And finally on this area Gary Bradshaw from Intact Software discussed the relationship between ERP systems and PIMs, and encouraged merchants to invest in good quality product information management systems to enable efficient internal processes and better ERP performance. It’s important to recognise that your ERP system fuels a lot more than your eCommerce platform, and good quality product data and more efficient systems will facilitate much better in-branch service, quicker access to information for staff, and a far superior customer experience. “Digital” doesn’t just mean online – how technology is helping in branch as well The idea of digital underpinning offline operations segues neatly into another important subject covered by panellist Stewart Fraser, MD at Better Branches . Better Branches helps merchants to optimise sales opportunities in branch through the use of technology. This involves detailed studies of customer behaviour and psychology to advise merchants on the optimum layout, display, signage and experience to enhance sales. Of course many of the principles translate to online as well, but it was interesting to see how new technologies are boosting traditional channel sales so significantly. What it boils down to is removing barriers to purchase – making the right products easier to find at the right times, and essentially making it easier to do business. Using planogram software, wifi mapping, virtual reality walkthroughs, visual heatmaps and many other techniques, merchants can arrive at a vastly superior in-branch experience which appeals to all the senses and encourages purchase at more points throughout the customer journey. And to underline the importance of getting this right, it’s worth nothing that typically, branches see a 40% uplift in basket value once this process has been done, and the exercise will usually pay for itself within 6-12 months, with uplift in sales continuing at a much higher level. Significant results can usually be seen within the first week. Such is the power of truly understanding your customers – and technology is an incredibly powerful tool to do exactly that. Cloud technology drives efficiencies in all sorts of ways Chris Fisher from fellow ERP provider ECI outlined many of the benefits and advantages of cloud technology in driving efficiencies across the business. In the last year cloud technology’s role in supporting flexible and remote working has become hugely apparent, but it offers many other advantages to customers as well. Agile, secure and always offering the latest version, cloud ERP is less disruptive and clunky than traditional, on-premise, server-based systems and they usually require less up front investment as well, effectively making them a lower risk proposition for merchants. As well as extolling the virtues of cloud technologies and digital ERP, Chris Fisher was also adamant about the need for merchants to invest properly in good quality solutions. With eCommerce representing up to 30% of some merchants’ business and a valuable source of new branch customers too, it’s vital to invest in a good quality system that will continue to meet your needs over time and provide the service guarantee to give you complete peace of mind. The final speaker, Darren House from Grant & Stone , backed up these points and illustrated the enormous impact that a good quality, well-supported digital strategy can have on merchant business. He spoke not only about the enormous opportunity for increasing reach and widening the customer base, but also about the scalable efficiencies made possible across the business by good quality ERP systems and processes. Modern ERP can integrate very effectively with all manner of third party platforms, from PIM systems to eCommerce platforms and many other user-centric applications beside. It’s yet another reason for merchants to seek out modern architecture in their ERP system and ensure that they are investing in a system that can seamlessly and rapidly evolve to help them keep pace with market trends and customer expectations. Technology is an enabler The key message from forum chair Andy Scothern was that technology remains an enabling tool. He reminded the audience that change is not coming – it’s already here, and any merchant resisting digital transformation is going to get left behind. Technology provides the tools to make staff lives easier, customer experiences better and profitability increase in every area of the business. Yes, a digital strategy takes time and significant investment, but the benefits of doing it properly and investing adequately far outweigh the drawbacks – and the dangers of doing nothing are all too apparent when looking at the number of businesses either struggling or failing altogether through lack of decisive action. Choose the technology partners who can guide you through the rapidly evolving landscape of digital transformation, and ensure your business has the tools it needs to meet the shifting demands of a changing world.

Well, it’s been a rollercoaster, hasn’t it? But despite the enormous challenges that 2021 has presented the world with, we’re proud of many of the things that have been achieved. As the year draws to a frantic close, with uncertainty mounting once again around what the new year may bring, we wanted to highlight just a few of the things we’re most proud of, and grateful for. Our product You could be forgiven for not sharing our enthusiasm for merchant ERP software – but maybe that’s because you haven’t tried ours yet! The feedback we get from customers and demo-users about Merchanter is a phenomenal boost, and we are immensely proud of our products. Merchanter is a system we believe capable of great things. We think it’s the most user-friendly ERP option on the market, and its powerful functionality represents an exceptional opportunity for merchants. We continue to invest heavily in the service we provide and in developing Merchanter to stay ahead of the rest. Your feedback and ideas are always, always welcome: this system has been designed and built on what our customers have told us they need, and we are always looking for new ways to add value. Next year we will be announcing some really exciting additions to our product range to help a wider range of merchants be able to access the best technology solutions at whatever scale suits them – more on that in the new year. Our people Of course, none of it would be possible without our people. We have invested a lot in our team this year, adding a dedicated QA tester, new developers and analysts, helpdesk support, a senior IT trainer to help implementations, administrative and project management support and many more. These are all people directly impacting the experience we can offer our customers, people who work to deliver our system and services in the best way and help merchants to get the best value from their ERP solution. We’re also investing in our infrastructure, developing more resources to help customers find solutions to common problems and discover new features in the system at their own pace, such as our growing bank of training videos available on Merchanter.com, and an enhanced helpdesk system. Every member of our team is dedicated to giving our customers the best value for their investment and the best service available, and we are immensely proud of the effort and ingenuity our people bring. Our customers It’s not just our own people we’re proud of – our customers have shown such strength, resilience and innovation over such a challenging period of time. Some of our customers have been with us for almost all of our 40 year history and we are so grateful for their continued loyalty and support, just as we are delighted to welcome brand new customers to the Ten-25 fold. We are constantly striving to provide the absolutely best in terms of market-leading product and responsive, respectful service. We know that it’s a challenging marketplace at the moment, compounded by sustainability pressures and of course, the seemingly neverending pandemic. But we know that our customers, like so many merchants, will continue to adapt and innovate to make the most of whatever tools and technology they have available, and thrive no matter how uncertain the backdrop. Our industry We feel incredibly grateful to be a part of such an innovative, resourceful and resilient industry. There have been so many shining examples of tenacity, adaptability and innovation, whether in terms of business models, digital adoption, valuing and respecting staff, supporting charities, striving for more sustainable practices at all points of the supply chain and many, many more. Hats off to the whole construction industry for continuing to flex and innovate in such challenging times, while also demonstrating kindness and compassion for the humans at its core. We are also of course part of the technology industry and it’s such an exciting place to be. We love seeing how new technologies are emerging all the time which can benefit merchants both on- and offline; the digital future is looking very exciting indeed. Our (collective) future While the challenges of climate change, health and economics continue to batter away, we continue to be impressed by the innovation and persistence of so many industries and individuals in fighting back. It’s easy to be swept away in the doom and gloom of the media, but there are so many things to be excited about and grateful for, and the bright minds joining the world stage to take action against the biggest threats are always cause for hope. So here’s to next year, in all its messy, challenging glory. Adversity can often bring about the greatest leaps forward, so we are excited to see what comes next, and we remain confident that whatever happens, the people at the heart of this great industry will be able to face it with grace, courage and partnership. Let’s be curious, collaborative and creative in our solutions, and let’s remember to celebrate the wins, whether they’re microscopic or monumental.

As the year draws to a nail-biting, rocket-fuelled finale, merchants should look around and take enormous pride in what they have overcome in the last two years. Collectively, the construction industry (and society) has faced extraordinary challenges and has responded fast and decisively. Time is flying and it’s easy to get so bogged down in the business of busyness that we forget to take a step back and think about the bigger picture. However, it’s really important to do just that, so here are three questions we would urge you to consider before you set that out of office and crack open the festive cheer. 1) What has worked well this year? Celebrating achievements and recognising where things have worked well is so important. Let your people know you’re proud of them, name and praise those who have stood out and made a difference, and let people feel truly valued. And remember, “big” achievements aren’t always visible, so remember to look beneath the surface for those who have continued to show up in the best way they can, despite individual challenges. In terms of processes, consider where the wins have come from: what has saved you time? Where has waste been reduced? Where have new efficiencies, accuracies and sustainabilities come from? What does good even look like, and how do you know when you’re “succeeding”? It’s easy to get lost in the relentless pursuit of improvement, so remember to take stock and acknowledge what you and your team has done well. Hopefully you’ll have the data and analytics to see this stuff at a glance, but if not, it’s worth digging for, because without knowing what’s gone really well, it’s much harder to work out what you need to know for point 2! 2) What needs to stop happening? Rather than simply looking to add more “to do” items to the list, make sure you remember the things to STOP doing. Take a look at where time, resource and effort is being wasted, and address those areas straight away. Identify duplicated effort, common mistakes and things which are taking longer than they should, and take steps to rectify them. Take a moment to ask your workforce what's working and not working for them too. Feeling heard is enormously motivating, and knowing your leadership team has your interests at heart is important. Ask the tough questions, be prepared for some discomfort and make your workplace the fair, equal, accessible space your whole team can be proud of. On a more operational level, use the analytics tools at your fingertips to work out which products are moving fast, and which are languishing in the yard taking up valuable space; look at which customers are costing you more money than they’re worth, and which suppliers repeatedly let you down. Your technology sees so much of what’s going on in your business, so make sure you’re using it to inform your decisions and strategy. 3) What needs to happen NOW to help you achieve your goals in the future? Again, we know what it’s like, getting so busy you can’t make time to do the things that will save you time in the future. But if you don’t make that time, the cycle continues and nothing will change. Firstly, it’s important to take the time to consider what the real priorities are for your business and your people. Is it more customers, more sales, more growth? Or is it more balance, more efficiency, more profit, creating a business that doesn’t ask so much of its workforce, a business that invests in the wellbeing and reward of its people, a business that stands by its principles and aligns action with values. Whether it’s implementing more sustainable practices, assessing the suitability of your software (nudge nudge) or getting more training for your staff, rearranging your stock yard or investing more heavily in digital solutions, there are plenty of options out there to help you run your business faster, cleaner and more efficiently. As an industry there are some big challenges ahead, and it’s going to take some serious collaboration, innovation and resilience to meet them. Whatever your priorities are, make sure you're clear on what they are, and create a clear roadmap to get there. And if we can be a part of that – so much the better.

Every person, every team and every business has habits. Some are good, some are bad, but the point is – we all have them. Ingrained ways of doing things that we keep on doing – just because “ we’ve always done it like that, ” or, “ I’ve never really thought about changing it, ” "I haven't got time today," or the often counter-productive, “If it ain’t broke, don’t fix it.” While habits are comfortable, easy and often still get the job done, they can also be barriers to better ways of working, new processes and greater efficiencies. In short, they can cost you serious amounts of time, resource and actual bottom-line cash. So how do you identify what habits your business has slipped into? One step back, two steps forward Sometimes, in order to make a big step forward, we first have to take a big step back. Our MD has taken a proactive approach for Ten-25 by working with a business coach, James Akin-Smith, to learn how to take that all-important step back in order to see the business more clearly. Often it takes a fresh perspective to see what habit has made us blind to – the inefficiencies, less than direct routes and unnecessarily complex processes that simply don’t need to be there, and which can be improved. We have learned to question everything we do, asking ourselves why we do it that way, and considering new ways to tackle the issue at hand. Habit is the enemy of efficiency, and when we catch ourselves being complacent about the ways we do things, we have to really make an effort to be honest and ask whether there is a better alternative. (Sometimes there isn’t – and that’s great – but at least we know!) Too busy being busy One of the most common issues we hear about is that people in business are just too busy to do anything about it. We get it – we’ve been there. The day-to-day pressures can get in the way of longer term thinking, but unless you can take that step back and focus on what’s happening behind the day-to-day busyness, you’ll never be able to take control of it and reduce the pressure. “I haven’t got time at the moment” is one of the most commonly used phrases we hear, and we totally understand. But we would also challenge you to find the time to invest in systems and processes that will, in the longer-term, free up your time and that of your workforce and drive efficiency and productivity. Time really is money Every single member of your team is busy, and they all perform countless tasks every day as part of bigger business processes. So it’s important to realise how much little changes add up. If it usually takes 10 minutes to raise a purchase order, imagine the annual time savings if it only took five. If your credit controller usually spends four hours a week chasing unpaid invoices, imagine the time savings if those reminders went out automatically. Maybe you regularly have to work late manually pricing up invoices that could be done automatically as the day’s trading goes on. And if you currently employ four admin staff and four sales reps – imagine how much more profitable your business could be if you could redeploy two of those admin staff into sales because the admin takes half the time. Small savings add up over time, and identifying the root cause of inefficiencies can save your business huge amounts of time. We have had several examples of customers being able to operate a more efficient team structure thanks to automated functions and improved processes. Streamline processes to create efficiencies It isn’t always easy to imagine a different way when you’ve done things the same way for a long time. That’s another reason it can be useful to bring in a third party, who can see things objectively and help you to identify where improvements could be made. Stock management often has great potential for enhancement, from using better software to enable straightforward perpetual inventory to providing a data-driven strategy for adjusting your stock profile to make it more profitable and less wasteful. Delivery notes, certification and other traditionally manual documentation could be speeded up with automated, digital solutions, with less room for loss or human error. Buyers could be comparing prices and supplier performance more simply and quickly, while your sales team could be driving productivity and performance with faster access to information, customer notes and paperwork. The list goes on - every department can always find ways to improve. Take stock of where you want to go – not just where you’re heading It’s easy to get bogged down in the busyness of business, and hard to keep control of where you need to be going. Evaluating the processes in your business is a great way to question the “why” of what you’re doing – what does it achieve, why are you doing it, and is it contributing to where you need your business to go? If you’re not sure, we recommend getting a second opinion – coaches, consultants, systems experts – there are plenty of experienced people on hand to lend you the benefit of their experience, and save you time and money in the process. Every administrative and operational process in your business has the potential for streamlining or improvement, but few of us have the time to scrutinise it. But if you can make the time or invest in systems to help you, you will undoubtedly reap the benefits – not just in terms of reduced waste and increased profits, but also in the satisfaction of a productive and fulfilled workforce able to do their jobs more easily every day. How do you go about assessing the way your business runs? Who helps you to get perspective and tell good habits from bad?

UPDATED 26/5/21 Being a business in a period of rapid growth is tremendously exciting, and we are expanding our team to meet the demand for our digital ERP software, Merchanter. We are thrilled that this product is being met with such a positive response in the merchant market, and we can’t wait to see where we go from here. But to get there, we want to recruit some talented and like-minded people to help serve our customers excellently. We are currently looking to fill FOUR new roles: Junior Helpdesk Analyst: Click here for details at Indeed.com Software QA Tester: Click here for details at Indeed.com Junior Developer: Click here for details at Indeed.com Senior IT Trainer: Click here for details at Indeed.com We are looking for people who share our commitment to excellent service, high quality output and collaborative team-work. Our team has a great deal of flexibility in terms of remote working and we trust everyone to get results; we work hard, we all muck in, and we take enormous pride in the quality of our products and our service levels. You will benefit from on-the-job training and experience, a friendly and experienced team, a flexible, empowering environment and excellent prospects and opportunities, as well as competitive remuneration and holiday package. If you or someone you know are looking for an opportunity with a hands-on, friendly software development business during an exciting period of growth, we would love to hear from you. Please apply via the links above, or email info@ten-25.co.uk to request a full job description.

And what can you do about it? What's the number 1 topic dominating your news feeds at the moment? Covid? Brexit? Supply chain issues? Life coaching advice? Well, if it's anything like ours, the number one subject at the moment is… Recruitment. There is a big labour shortage in the UK right now, for a load of reasons we’re not here to go into. The point is, there are a lot of job openings and apparently, not enough people to fill them. The sectors most affected by these shortages are hospitality, agriculture, meat and dairy farming, transportation, warehousing and social care. The impact is being felt in all areas of the construction trade – including merchanting. Data from the ONS revealed a record 1.2 million job vacancies in the three months to November 2021, with more than half of businesses reporting a worker shortage, stating that they were unable to meet demands. What does that mean for you? There are many implications for merchants and suppliers. Firstly, there is the very real issue of staff shortages, compounded by ongoing Covid isolation issues. It suggests that anything a business can do to create process efficiencies within its operations, thereby becoming less reliant on a high-volume workforce, could be advantageous. A business which has more automation, more current and well-integrated information and a flexible foundation is more likely to be able to pivot and adapt to whatever circumstances occur. But it also means, in theory at least, that the people applying for those roles can perhaps afford to be more selective about the roles, conditions and organisations that they choose to work with. More on that below. So how do you make your roles more attractive to applicants? You want to attract people who want to be there, who will be willing to work hard and look after your systems, customers and each other. So how do you make sure your business stands out when applicants can afford to be more selective? The good news is, it’s not all about money. It has been widely reported that, especially for younger people joining the workforce early in their careers, salary isn’t everything. Flexible working is a big pull, so it’s really worth considering what you can offer on this score. Of course, if you’re recruiting HGV drivers or yard workers, there’s a limit as to what can be done from home, but think outside the box. Perhaps the hours they work can be flexed to suit them, or perhaps there are other variables within your control that would appeal to them. Be prepared to listen to what people want and to be flexible. Many software systems now offer remote access to assist home or remote working, so make sure you’re investing in systems that will facilitate that flexibility. Feeling heard and seen is of more value to workforce wellbeing than you might imagine, so take time to embed a culture that makes it safe for all members of the team to speak up and be heard, to admit to mistakes and to put forward new ideas. More and more, people also care about the culture, values and ethics of the organisation they’re joining. Is yours a workplace that is welcoming, accessible and offers genuinely equal opportunity? Not just in terms of ethnicity or gender, but also in terms of background, education, neurodiversity, religious affiliation, sexuality, health, circumstance and so on. What are your sustainability principles, and how are they lived? What are the company values? Does every member of staff live by them every day? Corporate environmental and social responsibility needs to be more than a box-ticking exercise these days – they must be central to the actions of the whole organisation’s people. It could be time to think outside the box when it comes to remuneration . Of course, good salaries are important, but think about the other benefits and opportunities you can offer. Whether that’s healthcare or dental plans, insurance offers or gym memberships, people are about more than just the monthly take-home amount. Investing in your people, workplace and systems is also key. Career development and progression is really important, but so is mental health support and mentoring, having a pleasant and comfortable working environment with access to adequate facilities, and using modern, intuitive systems that promote efficiency and productivity. Further to that, think about whether the training opportunities you provide cover all the options that will suit different people. Is there a good mix of self-service, online and face-to-face training available, either in terms of personal / professional development or the actual systems you use day to day? How could you make training more accessible and convenient? How can your suppliers and partners help deliver a better working environment? Lastly (but not least-ly), think about how you word your recruitment adverts and where you place them. What are you telling people about your business? Are you subconsciously ruling out certain groups in the way you're wording your adverts? Are you being realistic about the level of experience, qualification or skill required, given the salary on offer? What would YOU want to know about a business before deciding to work there? You’re hiring people – so be human It’s easy to get sucked into recruitment jargon or industry lingo but remember, you’re talking to real people, with real lives and real responsibilities. Think about what’s important to you in your life – not just your career – and make sure your employment opportunities reflect that humanness. In a world where technology is more and more prevalent, don’t forget to let your personality shine through, and build your business and its proposition on human values and priorities. Find out more: To see the latest figures on employment in the UK, you might be interested in the following resources: https://www.ons.gov.uk/employmentandlabourmarket/peopleinwork/employmentandemployeetypes/articles/changingtrendsandrecentshortagesinthelabourmarketuk/2016to2021 https://www.euronews.com/2021/12/30/a-year-since-brexit-how-bad-are-the-uk-s-labour-shortages-now https://ifs.org.uk/podcast/job-vacancies-labour-shortages?gclid=Cj0KCQiAxc6PBhCEARIsAH8Hff3N_z6MIYIIEnm4ntjFrtLONSmDPgGy0H19pEXHlXsapZ3qXF21YDAaAkSCEALw_wcB

A few months ago – which let’s face it, in 2020 feels more like years – we posted a blog about how lockdown had accelerated merchants’ use of technology. Now, as we reach the end of this rollercoaster of a year, it is absolutely clear that that is the case – and that the benefits of digital transformation are not only undeniable, but are increasingly becoming a necessity. So here are the top 10 ways that we believe Covid-19 has accelerated merchants' need for digital transformation. 1. Digital is becoming the baseline expectation from customers Consumer habits are crossing over into the business world at a dizzying rate – it’s not just domestic customers expecting the Amazon experience anymore. A whole generation of digital natives is taking over the global customer base at pace, and their expectations for digital delivery of services and products is becoming the norm. Resistance, as they say, is futile. 2. Ecommerce won’t work well without digital infrastructure Yes, more and more merchants are opting to add eCommerce to keep up with customer expectation and enable business to continue regardless of lockdowns. However, an eCommerce system needs digital foundations in order to operate effectively and facilitate an acceptable user experience for customers. You can find out more about digital transformation here , or check out this checklist of 5 things to consider if you’re adding eCommerce. 3. Sustainability is a core concern for every business Sustainability should be a key priority for every business in the world, and it goes a lot further than upping the recycling or even following stringent certification regulations. Digital systems are much more environmentally sound than their legacy counterparts, and can actively promote more sustainable practices. Sustainability goes deeper within your business than you might think – check out our recent blog on 10 ways a cloud ERP system can drive sustainability for merchants. 4. Merchants need to be economically viable – and that means increased efficiencies and measurability The pressure on businesses has never been greater, and that of course extends to merchants. It is simply not viable any more to run a business uneconomically – and that means you need streamlined processes, increased efficiencies and the ability to deploy staff and stock in the most profitable, valuable ways. Do note, that doesn’t necessarily mean replacing people with technology, but it definitely does mean using technology as a tool to get the most value out of every area of your business and workforce. 5. Stock management is no longer enough – it needs to be working harder Stock excellence is a massive priority – a merchant’s stockholding is the heart of the business and everyone needs to be squeezing every ounce of value out of it. Digital systems allow for far greater accuracy and efficiency than ever before, meaning merchants can optimise the value of their stockholding, enhance availability and profitability, and provide superior service for customers. If you'd like to learn more, check out this post on how to get more value from your existing stockholding . 6. Digital allows the agility to meet constantly shifting challenges No-one knows all the challenges that the next few months and years will hold, but one thing is certain: digital is faster to update and is much easier to adapt to new requirements. With all the uncertainties in the supply chain and commercial marketplace, merchants need every advantage to help meet demand and service customers well. 7. Technology moves fast, and digital is the only realistic way to keep up Digital allows you to continually refresh your capability and offering, have the latest version of the system and be able to add modules, features and functionality without expensive or time-consuming projects and consultations. Updates can be done remotely, [relatively] inexpensively and fast. Digital also allows much better communication frameworks, allowing you to keep in touch with customers better and develop trusting relationships. A well-informed customer will nearly always be happier than one left in the dark. 8. It facilitates remote working (and reduces paperwork) Not so long ago, very few people needed to work from home regularly. Fast forward to now, and it’s fast becoming a necessity for any business needing to keep operating. Of course there will always be merchant staff who need to be on site, but digital ERP systems enable more staff to work remotely or flexibly, which reduces delays and means your business is more likely to be able to continue providing seamless service for your customers. There are also practical advantages like less physical paperwork and digital delivery to reduce the need for human contact – which again has become an urgent priority. 9. Help your workforce to do their jobs better with less frustration (and be a more attractive employer) Digital systems can help each member of your team to do their job even better and more productively, with less wasted time and effort. That in itself is very motivating, but the simple interfaces and intuitive functionality make everything easier, with information readily available – and that is a massive plus for any and every staff member. As well as enhancing communications, adopting new technologies will also make you a more attractive employer and will make onboarding much faster for new staff, as modern, digital systems are usually much simpler to use than traditional legacy systems. 10. Less financial risk up front Without the hefty expensives of legacy system hardware, you can get set up for a lot less than you might think (and much, much faster!) Plus, with some suppliers you can spread payments with more modern subscription-based pricing, and only pay for the features each user actually needs. No-one needs to be paying over the odds right now, and this way even your financial commitment can be flexible as you can add and suspend users as needed. Digital reluctance is perfectly normal We get that change is a daunting prospect and switching to a digital strategy is not always simple. It requires buy-in across the whole organisation and it will involve significant disruption to the day-to-day operations for a while. But the benefits are enormous, and digital adoption is far becoming less of a choice and more of an absolute imperative. Need more convincing? If all that isn’t enough to convince you then maybe you’d like to see a digital system in action for yourself. If you’d like to have a play with our cloud ERP system UT400, and find out just how straightforward and intuitive it is, just register here for your free login details and you can take it for a test drive.

The last year has had plenty of challenges for us all. But one of the many heroes to emerge from the pandemic has to be technology. 2021 marks 40 years since Ten-25 was founded and that got us thinking – what would lockdown have been like back in 1981, without all the technological wizardry we have readily available today? Many of you will remember it first-hand of course, but for those of you born significantly later, it’s probably hard to imagine. Back when the charts were full of acts like REO Speedwagon, John Lennon, Dolly Parton and Kool & the Gang; when UK TV had just three channels, and when the founders of Netflix were only just old enough to legally order a beer in a bar and hadn’t even dreamed of an on-demand streaming service. So take a moment to think about how the pandemic might have been without a lot of the technologies we take for granted these days. The internet 1981 was the first year that the word “internet” was used – but it didn’t really exist in any meaningful sense. For context, this was the year Post-it notes were invented – so we were some way off smartphones and laptops for all! IBM released its first ever PC, and Microsoft launched Ms-DOS. The world wide web didn’t take shape until 1989/90 and was a far cry from the internet we’re all familiar with today. So people used books to get information. They went to libraries to research subjects. Radio and newspapers were the primary sources of current affairs information about the wider world, as well as what was included in the scheduled news programmes on television (for those who had them. The pace of information spread was slower, and very few people had any kind of platform from which to express their personal views. Communication Given the prevalence of smartphones these days it’s easy to forget how it used to be. Today’s youngsters stare in horror as we talk about sharing the only phone in the house, hard wired to a fixed point in the hallway with a dialling system that strengthened fingers and patience levels alike. There was no text messaging, no WhatsApp, no Zoom or MS Teams. Communication was slow, structured and much rarer than it is today. Imagine – or remember - the only connection with the outside world being delivered by the postman each day; the only home shopping deliveries courtesy of the local milkman. No email, no Tesco van pulling up with your weekly shop, no Amazon, no Deliveroo. Of course, some of you may be fondly remembering this as a simpler time, but when it comes to a global pandemic, it’s clear to see how the role of technology has helped life to continue with some rough semblance of normality. Entertainment and all that jazz With just three TV channels to choose from, live TV choices were pretty limited. Of course, there was VHS, the radio, cassette tapes, books and newspapers, as well as good old-fashioned conversation and the odd board game. Compare gaming on the Atari or Sega with a PS5, Xbox or Nintendo Switch and you’ll instantly see the leaps and bounds taken in the last 40 years. Where these days the options available can at times feel overwhelming, as we truly are spoiled for choice, in 1981 things were very different. Add into the mix the opportunities for education, fitness, skills-enhancing, self-improvement and general social interaction, and the rift between the two eras starts to feel like a lot more than 40 years. So what can we take from all this? The world has changed a lot in the last 40 years – in some ways for the better, in some ways for the worse. It’s easy to see the negatives of technology – instant communication can have its downsides and pressures, while many parents out there may well bewail the advent of wall-to-wall gaming and social media. Yes, the wealth of choice can be overwhelming, and the idea of 24/7 connectivity can have its disadvantages, particularly for mental health and time management. We all need to have boundaries and limits when it comes to being online of course – but the potential and freedom technology has enabled really is astonishing. Imagine how the pandemic would have affected you if we only had 1981’s technological capacity. How would businesses have carried on? Could remote working have been feasible? And without the internet, how would information have been shared? We are very proud to have been producing cutting-edge technology tools for our customers throughout those 40 years, and are constantly amazed at the incredible advances that science and technology have to offer. We believe that technology is an enormously powerful tool that can help our customers to build better business, better working relationships and better practices for sustainable growth.

There’s more to customer loyalty than price Last week, Tesco’s dalliance with budget retailing came to an end as the retail giant announced the closure or rebranding of its Jack’s discount shops. Originally set up to combat budget competitors like Aldi and Lidl, there has been widespread conjecture about the reasons behind the experiment’s demise. There is more to a customer’s loyalty, it would seem, than price points alone. Many articles have been written on the subject, and several main themes have emerged. ( Here's the BBC round-up , in case you missed it), While many have commented that Tesco customers would probably rather see more price cuts in their main Tesco stores rather than opting for a different budget range in a separate shop, another interesting point has risen to the surface. Tesco, perhaps, underestimated the fierce loyalty that Aldi and Lidl customers have for their beloved, eccentric, get-it-while-you-can budget stores. So what DOES drive customer loyalty? There are many factors that determine where a person might choose to spend their hard-earned money; and price definitely isn’t the only factor. At Ten-25, we work with merchants who, in turn, work with trade and private customers to provide the materials they need to accomplish particular projects. Whatever scale those projects are, the basic needs of the customer are generally the same – the right products in the right place at the right time for a reasonable price. And if a merchant can consistently and reliably deliver all that, then that customer is more likely to return, time and time again. Here are a few of the factors we have identified as crucial – what would you add to the list? 1. Range If you’re a builder working on a particular project, you need to be able to get the products, tools and materials you require to complete the job. You also need to be able to compare different solutions, see the product safety and certification specs and allow the end user – whether commercial or domestic – a suitable range of choice. Your stock profile is therefore crucial. If you earn a reputation for carrying a great range of stock, whether on hand in-branch or via a website, your customers will know you’re a good option for what they, and their own customers, need. 2. Convenience Never underestimate the importance of convenience. If you can save a customer time and effort, whether in terms of the options you provider for purchase / delivery / collection, or in terms of the range you stock or the location of your branches, you’re going to score some extra points. Thanks to the internet there is usually plenty of choice for the tradesperson or private customer to source material or products, so the more convenient and easy you can make the whole process of sourcing from you, the more likely they are to become loyal. 3. Service Often one of the most critical factors, service is commonly the factor that sets one merchant apart from another. When competition is fierce, good service can be a major differentiator, so it’s really important to make sure your whole workforce is aligned on your customer service protocol. 4. Transparency Confusing multibuy offers and tangled communications don’t help customers to understand the value they’re getting, and if information isn’t clear and readily available, they’ll soon go elsewhere. People are often wary and cynical, and it’s very easy to compare prices and products with other outlets, so make sure your offering is clear, simple and easy to understand, and isn’t in any way trying to obscure or mislead. 5. Value Very different to price, value is about what you get for your investment. Ecommerce results and stats prove unequivocally that price is not the critical factor for purchase – but no-one wants to feel exploited or ripped off either. So consider the value proposition you’re offering – if people feel they’re getting all the other boxes on the list ticked off, chances are the perceived value of what they’re getting will be a lot more favourable. 6. Ethics This is something that is becoming more and more evident in today’s marketplace, with issues like diversity and inclusion, accessibility, gender equality and sustainability being just a few of the most important topics. Customers these days can often care very deeply about the ethics of the organisations they choose to work with, so if your values are important to your whole business, don’t be afraid to share them. 7. Personality This could be the “je ne said quois” part of the list but really, it’s about people choosing to purchase from people and places that they like. The personality of your brand is about more than the logo or the social media posts you’re writing – it’s about the whole ethos, service proposition and experience that people have when interacting with your company at any point. So yes, it’s social media, but it’s also quotes, estimates, invoices, emails, phone manner, staff friendliness, branding, environmental consideration, values, layout and everything in between. Be likeable = be liked. 8. Customer Experience This encompasses all of the above really, and it boils down to this: if someone’s experience of buying from you is pleasant, easy and convenient, they’re more like to come back. That can be anything from how accessible the in-branch toilets are or how spacious the car park is to the ease of navigation on your website and the consideration and friendliness of your delivery drivers. Customer experience is imperative – the more you value your customers and give them a good time, the more loyal they’ll be in return. What would you add to the list? What makes YOUR customers come back to you time and time again?

On 10th Feb 2021, Andy Scothern of eCommonSense hosted a webinar run by the BMF about the role of ecommerce and digitalisation for merchants, both throughout and beyond Covid. The impact of the pandemic in accelerating the demand for and take-up of ecommerce is undisputed, but what stands out is that the changes it has brought about look set to have shifted the entire landscape of merchanting sales permanently – and that digitisation needs to be a big focus for merchant strategy. In it for the long haul The shift to online sales is nothing new for retailers, but traditional merchants have not had the same degree of adoption – until now. Customer expectations and shopping habits are changing rapidly, and the message is coming through loud and clear that merchants not incorporating a digital strategy are going to get left behind. This is not a short-term or knee-jerk reaction. The statistics show that while there is an initial surge in online sales caused directly by the Covid pandemic and various national lockdowns, this is not a one-off anomaly. Instead, it is a step change in customer behaviour and the ongoing rise in sales demonstrates that the trend is here to stay. According to figures quoted from the March 2020 MIT Technology Review , online sales have doubled every year since 2017; and the UK is the third largest ecommerce market in the world. A whopping 67% of millennials actively prefer to shop online to bricks and mortar, and 56% of gen-X feels the same way. Nearly half (48.8%) of shoppers said they would shop online more frequently once the outbreak was over (which could well be higher a year down the line!) These statistics just go to show the scale of the opportunity for online – and the scale of the risk of ignoring it. Customer expectations are changing Almost every merchant has customers (and staff!) who are resistant to the digital revolution. Customers who still prefer to shop in branch, to have face to face conversations, and who like a paper invoice. And that is absolutely fine – those customers are still valuable. But if merchants ignore the exponentially growing segment of customers who actively seek out an online option, they ignore the vast majority of the future of their potential future customer base. In other words – ignore digital at your peril. Retailers are beginning to steal significant market share from traditional merchants, who now claim a shrinking 23% of sales. Amazon is a major threat but so are other online retailers, as customers prioritise convenience and choice over locality and loyalty. While the temptation is to think that customers would rather maintain in-branch service and assistance, the fact is that people are valuing the convenience, readily available information and comparable choice of online far more highly. Online isn’t driven by price (and other myths) Contrary to popular belief, price is not the main reason that people choose to shop online. The top spots are actually driven by greater product range, ease of product comparison and quality of product information. While it is a widely held notion that online shopping is driving the market ever cheaper and eroding margin, the truth is actually very different – online margins for merchants are often higher (up to around 40% in some cases) than in-branch (usually around 25%), while operating costs and efficiencies can be lower. Figures show that online shoppers are actually willing to pay more for certain things – environmentally friendly products and convenient delivery being two. But while price isn’t everything, it is important to demonstrate a good value proposition. People are usually willing to pay sensible prices for good value, so it’s important to recognise the difference and not simply discount more heavily. Another misconception is that online sales cannibalise in-branch purchasing, costing jobs and profits. In actual fact, branch loyalty can be increased by online – think of it as just a wider net to attract shoppers. Recent figures have shown that new customers attracted by merchant websites are actually more likely to open trade accounts and subsequently shop in-branch – so your website should be seen as a bigger shop window offering more choice to more people, not a threat. Many merchants avoid or delay ecommerce because they believe their customers don’t want an online service. While this may be true for some of your current customer base, it’s important to recognise that offering a digital solution can only widen your opportunities – it doesn’t stop existing customers being able to shop in-branch, but it does open your virtual doors to a huge new sector of potential customers. It’s not a quick fix One other misconception around ecommerce is that it’s a quick fix. It’s not quite as simple as just cobbling together a website and listing products on it – it’s a complex process and requires proper investment; it needs to be a focus for the entire business, not an afterthought. Those businesses which do ecommerce well are those which invest it in properly, ensuring that adequate provision is made for development, maintenance and marketing. The ecommerce platform itself is just one element. Product information is key, and needs to be searchable in numerous ways to capitalise on new trends of web search like Google lens (using image libraries to trawl for search results) and voice search. The back-end of your business operations also needs to be set up properly to be able to cope with the potential uplift from ecommerce. You need faster access to more accurate information, requiring a compatible, digital ERP system in place to feed your ecommerce platform with information, pricing, availability and projected stock predictions. Company culture is a major factor of ecommerce success. If your team doesn’t support ecommerce then you are limiting the potential success and maybe even self-sabotaging the initiative. It’s vital that you establish top-down support for ecommerce to ensure every single member of the team is on board and working toward a unified goal. Customer experience is everything Successful ecommerce platforms are built around what customers want and how they behave. Extensive research has been done on how people shop both instore and online and the best websites ensure that they are catering to people’s needs. This incorporates layout, branding, search, product information, delivery information, availability, contact info – anything and everything that affects a customer’s experience of your business. Make it easy for them, make it convenient, well communicated and good value, and they will come back to you time and time again. But be aware that online shoppers are fickle and it doesn’t take much to put them off. One bad experience can be enough to sour the relationship before it’s even begun, so it’s absolutely imperative to take that time to set everything up right at the beginning. Personalising the experience to customers is another important area. Today’s technology tools make this much easier and your ERP, CRM and eCommerce suppliers should be able to give you plenty of help and guidance in capturing, and using, the relevant information (in a fully data-regulation compliant way, of course!) But essentially it’s all about making the experience, communication and usability customised to each user so that everything is as relevant to them as possible. Don’t forget about reviews People read reviews. They also write reviews. Good reviews are a major factor in establishing trust and credibility; and bad reviews can be incredibly damaging. There are many online review platforms to choose from and they all offer a range of options to help you communicate reviews, both good bad. Remember, while good reviews are obviously very good for business, bad reviews don’t always have to be bad! Taking a proactive approach to managing and responding to reviews can demonstrate excellent customer service, so don’t ignore bad reviews and hope no-one will notice. Respond to them (and ideally solve the issue!) and you may find that you can actually turn a disgruntled one off shopper into a lifelong, loyal customer. Integrating back-office systems for ecommerce is vital As touched on above, it’s not enough to simply add an ecommerce platform and hope to keep up. A digital platform requires digital foundations, so it’s really important to ensure that your back-office operations are able to cope. Everything from order processing, product data codes, customer prices, terms, accounts, history, invoices, statements, stock levels, orders yet to be processed and delivery notes (and a lot more besides) need to be integrated and accessible digitally to ensure a smooth-running ecommerce site. There are several digital ERP providers serving the merchant industry set up to help you integrate your operations with ecommerce (and yes, we’re one of them) so it’s worth shopping around to find the one that offers the best solution for your business. No business can afford to do nothing There was a strong take-away message from the webinar – this is a revolution that is already happening, and ignoring it is not going to help you long term. With the high street in collapse and online retailing taking centre-stage, it’s vital for merchants to keep pace with customer expectation and offer the service that they demand. As Steve Jobs so famously said, “You’ve got to start with the customer experience and work back towards the technology – not the other way around.” Business needs to go where the customers are, and provide the level of service and convenience that the modern world has taught them to expect. Anyone who doesn’t do that must surely have a finite future. NB: All statistics quoted are taken from the webinar presenation We would like to thank Andy and the BMF for this fascinating and informative webinar, and would wholeheartedly encourage BMF members to attend future sessions. If you would like to give our digital ERP system, Merchanter, a try, please register here so we can send you login details for the online demo system.

It’s no surprise that forecasting is a major concern for merchants at the moment. With supply chain issues throughout Europe and beyond, compounded by unusually high demand for seasonal and domestic materials, merchants may need to tackle forecasting and stock management in different ways going forward. In a recent series of TTJ webinars, timber merchants cited forecasting as one of the biggest challenges to come from the Covid-19 outbreak. And with more and more merchants taking on eCommerce platforms to meet the evolving needs of customers, how can they simultaneously improve the accuracy of forecasting to maintain an acceptable level of availability? The rate of change is speeding up The last few months have shown us that businesses must be able to plan for the unexpected and predict the literally un-predictable. No-one knows how the market will evolve; whether a second wave could trigger another lockdown, what the housing and construction sectors will look like by the end of the year or what impact Brexit (remember that?) will have. Uncertainty is the only certainty, and that kind of environment requires a shift in mindset, and a shift in the technology that fuels commercial decision making. Until now, merchanting businesses have tended to enjoy a relatively sedate pace of change. Increasing environmental pressures have driven the pace of change in recent years, plus the uncertainty around Brexit – but never has the rate of change been so dramatically impacted as with the coronavirus outbreak. This new context of fast-paced change and widespread uncertainty calls for a new approach to assessing supply and demand: what we’re calling freehand forecasting. What is freehand forecasting? Freehand forecasting is basically is a change in approach, using the tools at our disposal for a more responsive process that can absorb and react to change faster. Rather than using historic data and extending a trend out, as is traditional, freehand forecasting is about having a good understanding of what the business is doing day to day and using historic trading results to influence where that might take you tomorrow. Up-to-the-minute information is absolutely critical and having an industry-specific ERP system is essential to achieve that. Merchants need instant access to fast analysis, providing a real-time view on the moving parts of the business, without needing to wait for a month end, or later, to get critical analytical data. Business critical decisions can be made faster but better-informed, based on the information that falls into your eyeline day-to-day – it essentially means that at any one time you have a better, more detailed understanding of exactly what’s happening across the business. There is no simple solution to forecasting – but there are tools to help Depleted stock levels and soaring demand have shown many merchants that a just-in-time style mode of operations doesn’t necessarily work; a certain level of stock can help to alleviate short term supply chain issues. Yet no-one wants to be left with a huge overstock of materials that simply aren't selling. Having more advanced analytics to strategically plan what those stockholdings should be, to minimise risk and maximise opportunity, can only be a good thing. A more agile, responsive system that can help identify where the more profitable and sustainable opportunities may lie could help with planning ahead strategically, while built-in analytics can show peaks and troughs in demand for particular products to help govern pricing processes. With analysis and reporting functions made simpler and more accessible in modern ERP systems like UT400, merchants will have much greater control over, and insight into, the day to day workings of the business. Simple tools with complex performance Business-wide transparency enables faster decision-making and flexibility. A connected cloud ERP system allows clear visibility across the whole business, so greater efficiencies can be achieved in every area, from customer relationship management to administration, stock management to logistics. All the information is immediately available to inform faster, more strategic decision-making. With over 110 different KPIs built into the UT400 system, there is an extraordinary capacity for customisation, meaning every user can monitor the metrics that are most relevant to them. That makes for a much more in-tune organisation where everyone has more recent, accurate information at their fingertips. It seems the world is on a rollercoaster and no-one knows which direction it’s going to pitch in next. But digital solutions offer many of the answers for merchants, and can play a vital role in the challenging road ahead.

Digital transformation has become an urgent priority for merchants, accelerated by lockdowns and remote working in the short term, and driven longer-term by a shifting customer base with evolving expectations for accessing purchasing services. Ecommerce has, without doubt, taken the merchant sector by storm over the last year; as Andy Scothern of eCommonSense reported at the recent BMF Supplier Forum, the lowest level of sales increase for his customers from February to March was 100% for the month, with some customers reaching three times that. The trends are undeniable; eCommerce is here to stay, and merchants will need to adopt it quickly and effectively to capitalise on the enormous opportunity, or risk losing out altogether. But one area of the infrastructure of digital has been getting an increasing focus lately, and needs urgent attention for several reasons – product data. NB: This blog is a very brief introduction to the upcoming changes and pressing need for focus on improved product data. We will be publishing more information in the coming weeks but we also urge you to speak with your eCommerce provider, and use the resources listed below to get the most up to date information regarding the action you need to take. What’s so important about product data? Firstly, once we acknowledge that eCommerce is an inevitability, we must also recognise that in order to buy a product online, a customer must first be able to find it. Online shoppers have high expectations and short attention spans – simply put, if they can’t find what they want in a few clicks, they’ll look elsewhere. Product data sits at the heart of how customers find products online. Currently there is a great deal of inconsistency in product data supply, creating an unnecessary amount of extra work for merchants and too many missed opportunities for sales. Speaking at the BMF Supplier Forum, Andy Mitchell, IT and Systems Manager at Interline, cited that product data lies behind the top three reasons that more customers are choosing eCommerce over in-branch: the range, ease of comparison and quality of product information. The more good quality information customers have about products, the more likely they are to buy them, and as Andy Scothern pointed out, many customers use online to equip themselves with information before visiting branches, thereby reducing the strain on staff on site and making an eventual purchase more likely. Product information needs to be high quality, comprehensive and perhaps most importantly, easy to transfer between systems in a standardised way. There is a growing urgency to the call for action from merchants for suppliers to standardise product data – the sheer volume is dizzying and digital really is the best way forward, but without a standardised system there will always be an untenable level of manual input required, which is not only too time consuming for merchants, it’s also not helpful for end users who won’t know how to search for the right products. Bear in mind too that roughly 60% of all online merchant website traffic is on mobile phones and the importance of quality digital data becomes very apparent – people are accessing this information on the go, quickly and regularly, and it needs to be easily accessible. Interline reports that roughly 5% of all sales are now online and that the knock-on effect to branch sales is very positive, which is representative of many other merchants which have embraced digital and invested in the right digital infrastructure and cloud ERP system to support it properly. What are the changes? There are two big areas of product data to be aware of at the moment: ETIM and CCPI. ETIM is a standardised cataloguing and classification system being adopted by increasing numbers of merchants and suppliers across the construction supply chain industry. The BMF is working closely with ETIM International and working groups are constantly assessing the evolving needs of merchants and suppliers to improve and standardise product information. You can find out more here . CCPI (or the Code for Construction Products Information), is a larger regulation being introduced by the CPA as a result of the Hackitt Report, aimed at improving product safety in the construction industry. It has wide reaching implications for manufacturers and merchants alike and will require a great deal of administration and audit trail compliance. You can find out more here. Why is it important? ETIM is important because it is the first widely accepted industry standard for product classification and its uptake is increasing all the time. Merchants, suppliers and service providers are encouraged to get involved – you can contact dave.bate@bmf.org.uk for more information about how. The importance of CCPI is two-fold: firstly, it will be a legally binding obligation and any manufacturer found in breach of its standards could lose its license, and secondly because it is so comprehensive and affects every product category in the construction trade. Bear in mind too that, while the onus will initially be on manurfacturers, any reseller (merchant) using original products in a different way, whether relabelled, repackaged or repurposed, will then become liable for the certification audit trail and could therefore also risk losing their license if the right documentation, public accessibility to information and staff training is not provided. It's really important that you know about these changes so please do find out more by checking the Building Safely website which outlines the new regulations. How does this tie into ERP systems? That’s where things become less clear cut and it’s something we are working hard to provide answers for you. There are many different PIM systems being used currently and not all of them are created equal - the transfer of information can often be a time consuming and fairly manual process which can slow down the implementation stage of a new ERP system, Currently the ETIM classifications don’t provide all the information an ERP system needs to enter all product lines into a system, but the growing sophistication and complexity would suggest that full compatibility may not be unrealistic in the near future. In terms of CCPI, a digital ERP system should be equipped to help you store and log the certification trail required for safety auditing with an ease that would be impossible to replicate manually. In terms of the classification fields though, this is something that is continuing to evolve. The best thing to do is discuss your needs with your ERP supplier and ensure product data is part of the conversation as early as possible. Modern ERP systems are good at integrating with other systems and offer the best chance for seamless compatibility, and should be able to integrate well with a good digital PIM if you are taking on eCommerce. Get more information and be ready for what’s coming We are aware that this is a very topline view of the upcoming changes to product data and the situation is changing all the time. We encourage you to use the links above to find out more about the regulations and recommendations and speak to your ERP supplier to ensure your system is set up in the best way to incorporate the changes. If you have any queries please do feel free to get in touch.