The editor’s message at the start of this month’s Professional Builders’ Magazine really struck a chord. It talked about the changing pressures on construction firms as the market has become more pressured. In short, it concluded, builders simply don’t have time for multiple collections or wasted trips to merchant branches – they need to know exactly when and where they can get the products they need, fast, efficiently and conveniently. “In a construction boom, busy tradespeople are simply not going to return to old habits which will now cost them precious time and money.” Professional Builders' Merchant We’ve blogged before about the need to consider what your customers want (check out this post , for example) but this article really highlighted how much the market is changing, and how merchants will need to flex their approach to meet that shifting demand. Access to online information is becoming essential. With days consumed by on-site project work, construction leaders often work late into the evenings to source products and materials and, as cited in PBM, simply don’t have time to be calling multiple merchants to check availability or sort out payments. They need instant, 24/7 access to the right information – and in order to be able to meet that need, merchants need to ensure their own data is up to date, accurate and seamlessly integrated across their own business. Merchants in the middle Merchants are being squeezed on both sides of the equation: customers expect a faster, more accessible service, and are able to shop around more easily to find what they need. And on the other side of the issue, there is increasing competition from non-specialist online retailers like Amazon competing for their core business. Unfortunately, in many cases convenience is winning. If merchants can’t match the 24/7 service, readily available information and convenient delivery or collection options that other retailers can offer, they risk missing out. How can merchants make their customers’ lives easier? Builders are under pressure and trade is booming. But supply chain issues and fluctuating prices are making life pretty stressful. The more a merchant can do to make buying easier, quicker and more convenient the better. So what does that look like? Stock availability This is probably top of the list – what stock do you have, where is it, and how fast can your customer get hold of it. If your customer can see that online and be able to trust that information, great. But in order for your eCommerce platform or click and collect service to have that information, you need the right digital ERP system powering it to provide that information. Product data and information Traditionally, builders and tradespeople relied on merchants for expert advice and guidance. These days, people tend to look online for that information. If the information is good, it builds trust and credibility. But with product data standardisation becoming a hotter topic and ERP / PIM integration becoming more common, product information is less of a differentiator than it may have been in the past. Readily available, accurate and comprehensive product information is becoming a baseline expectation, not a cherry on the top – and if you aren’t set up for people to get that information quickly and easily, you’re likely to miss out. Of course the other side of product information is pricing, and these days it’s very easy for customers to compare prices across the market. But don’t make the mistake of thinking cheap pricing will always win the deal – convenience, range and quality of information tend to rank higher in purchasing decisions than price. In other words, if a builder can get more of what they need from you, faster and more conveniently, they may well be prepared to pay more to minimise the number of collections they need to do. That’s often why availability is a much higher priority than pricing. Equally, you need to know your pricing is competitive but also that you’re not losing money by undercutting rapidly fluctuating buying prices. Again, using responsive software that can track base price changes can be worth its virtual weight in gold. Service While there may still be customers who much prefer the in-person interaction of buying in-branch, an increasing number of customers prioritise convenience and ease. But don’t mistake that for a lack of service. If anything, a higher level of service is expected these days but it looks different – it’s often about ease, reliability, speed and convenience – not necessarily depth of knowledge or a personalised experience. Another aspect to service is seamless delivery. Gone (or rapidly going) are the days where one account manager would look after a particular group of customers and hold all their information. Now, if someone is off sick, on holiday or out of branch for any other reason, it’s vital that anyone can pick up a customer query and resolve it fast. Having access to that integrated information across the business makes that feasible, meaning you can deliver a higher level of service no matter who is out of the business when the query comes in. Administration and communication Information is critical. Your customers need to be able to check the status of their orders, payments, delivery info and any relevant issues instantly and reliably, from wherever they are. Having this info to hand online makes dealing with you easy and quick. The more obstacles that are put in the way, and the more work your customer has to do to access their information, the less likely they are to repeat the process next time. Online helps offline A final point on this to note is that successful online operations have been proven to have a positive knock-on effect on offline trading. A good website can widen reach, enhance communication and brand profile, and increase in-branch numbers and trade customers. While digital transformation is an inevitability, it doesn’t only affect online trading. Keeping up with the digital needs of your customers is essential for the whole business, while the improved efficiencies that digital ERP can bring to your back office processes and staff experience will also boost productivity and profitability. To cut a long story short, it’s vital to keep your customers happy. And what your customers want is changing – so be prepared to keep up. If you'd like access to the free online demo system of Merchanter, our easy-to-use ERP system for merchants, just click here to request login details

https://www.ten-25.co.uk/400-2 It's hard to make time for long-term fixes to short-term issues when you're relentlessly busy - but if you don't, you'll be trapped in the cycle of busyness. It's important not just to make time, but to realise that perhaps things don't take as long as you might think they do. We are changing the way industry-specific software works, to speed up the whole process so it can help you NOW, not in 8 months' time. We're hearing from all sides that merchants are seriously busy at the moment - and we want to help. Here’s the dilemma – a new system could be helping to alleviate some of the pressure you're under, saving time and increasing efficiencies in every process across the whole business; but you have no time to think about choosing and implementing one. We’re stuck inside a vicious circle of busyness – we know a particular solution would help, and make us less busy, but we’re too busy to think about what that solution might be. But that is a short-term outlook and we are here to challenge it, because without a solution, you will remain trapped. We are constantly looking for new ways to make the process easier for customers, to reduce the time for implementation, onboarding and training, so you can get up and running in record time. Don’t assume everything you knew about trading systems still holds true – technology is moving fast, and the solution could be a lot easier and quicker to implement than you might think. And remember - being busy doesn't always mean you're being productive. We want to break the busyness cycle, and help find ways that you CAN think about these changes now, even when you’re too busy to think about it. The whole point about cloud technology is its flexibility and agility, so we are thinking about how to apply that to the way we deliver it to you as well. I’ve listed below what we’re already doing – but we would love to hear from you about what more we can do. What would help you? Try it out whenever suits you You may already know, but we can offer the demo of the system online, with no need for a sales or tech person to guide you through. So you can try it out at a time to suit you, even if that’s outside “office” hours. Start using it straight away Continuous delivery means you can use the system for orders and stock management even while it’s being built. You don’t have to wait until every last detail is polished and final – it’s an agile, evolving system which will grow with you. So there’s less disruption to daily activity and your staff can get up to speed sooner. You don’t have to have it all at once If you’re too busy to consider having a whole system overhaul, don’t panic – because it might be you can tactically deploy some elements to address the most time-consuming tasks first. Start with some easy wins, like emailed invoicing or despatch documents, and build up to more of the system as your workforce is gradually freed up by the administrative time-savings. It’s quick to learn – because it’s easy We have made this the simplest user interface possible. It doesn’t take long to get to grips with the basic functionality and, like the ethos of letting the system grow as you have time, your staff can learn over time too. But the point is, they can be up and running with it incredibly quickly. You don’t need specialist hardware UT400 is a true cloud system. It’s browser based, so it’s no harder to access your business operations than it is to jump onto Amazon. If you’ve got a smart device, you’ve got your business at your fingertips, so you can access it from anywhere, at any time. That makes remote working more viable, and it makes every transaction, stock adjustment and order update on the system instantly for real-time transparency. Remote implementation and training for minimal disruption While we prefer to meet customers in person and conduct training face to face, there is absolutely no need to. We can implement your system and conduct all training remotely, meaning faster, leaner timelines and a lot less disruption to your business. Your staff can even complete training while they’re furloughed if they want, so less time is wasted when they’re back. What else can we do to support you? We think the steps above are a huge leap forward for industry-specific software. We know that modernising merchant business through digitisation is the way forward and it is widely reported – but pushing it further down the line because of today’s chaotic schedule doesn’t help your business in the short term. So if you you have ideas about what more we can do to speed things up to deliver a digital solution NOW, please get in touch. And if you know a merchant you think would benefit, please please please do help us spread the word. UT400 is here, and it's changing things. Fast.

The TTJ Awards have been an important part of the timber trade calendar for 24 years now, and we are delighted to be supporting them once again with sponsorship of the event. This year promises to be a brand new experience, and, fittingly, a year like no other – the first ever virtual awards. While we would love to be getting together with industry friends and colleagues to celebrate the resilience, passion and innovation in this great industry, we appreciate the need this year to put safety first. Try something new There may be some hesitation out there about what the format of the day will be and whether it will be worth attending. It’s understandable – this is all new, to all of us. But sometimes it’s only by trying something new that you discover unexpected advantages and benefits. A time to get together 2020 has been a difficult year for everyone, and for some even more than others. Never has it been so important for the leaders of our great industry to come together to share best practice, experience, knowledge, ideas and innovation. And never has it been so important to celebrate the bright and bold in our sector, the pioneers leading us into the future, and the up and coming new talent sure to make their mark on the industry in years to come. It may not be like any other year, but that’s all the more reason to give it a go. Make yourselves comfortable and join us on the 25th September to celebrate all that’s great about the timber trade. Convenient, accessible and memorable Just think – no travelling, no delays, no loitering in local coffee shops for ages because you’ve accidentally turned up three hours too early… Attending this year’s one-of-a-kind TTJ Awards couldn’t be easier. Sadly you will have to provide your own lunch and refreshments though… Not registered yet? You can register to attend FREE by clicking here http://www.ttjonline.com/event/ttj-awards-2020/ and filling in your details. We’d love to see you there so don’t forget to pop by to our virtual booth and say hello!

Ecommerce is growing fast in the merchant sector as an increasing number of merchant businesses add webshops and click and collect services to their websites. But there are a number of ways that shopping habits will differ on- and offline, and you’ll need to be prepared. There are big opportunities with online trading but there is more to keeping online customers happy than you might think. So if you want to make sure you’re not only reaching new customers but keeping them coming back for more, we’ve got some top tips for you. 1. Customers shop around more (and can be less loyal) Comparing pricing, product information and availability is much easier online and customers are much more likely to be shopping around to find a better deal. That basically means that online shoppers are usually less loyal to one particular merchant – they are more fickle and likely to go to multiple places for their purchases unless given good reasons not to. The opportunity here is that if you CAN keep a customer happy, the convenience of returning to the same merchant time after time can outweigh occasional frustrations, so if you can deliver a great experience, you could get more business from more people, more often. 2. Customers are less patient online and have high expectations Your customers are used to a pretty slick online experience when they’re shopping online day-to-day. Whether it’s the weekly grocery shop or ordering from Amazon, most people are used to a high quality, fast and convenient online service. That will apply to everything from how you lay out your products, group items or link related products together to your delivery arrangements, returns process and access to customer service. First up, your search function needs to be really good. Customers will quickly get frustrated if they can’t find what they are looking for and leave. So you need to make sure that your product database is searchable not just by specific names or product types but by commonly used terms or nicknames. Also bear in mind that we don’t all spell everything right, so it’s worth building in commonly misspelled alternatives so that people can find what they want, even if they make a mistake typing it. Secondly, while customers might put up with one or two items being out of stock, they will quickly lose patience if several items on the list aren’t available, particularly if there is no indication of when it might be back in stock again. Maintaining your stock availability is arguably even more critical for online retail – for a start, you don’t have a helpful, friendly member of staff on hand to explain the situation and suggest an alternative, and also, it’s just too easy for people to look elsewhere online. 3. Customers read reviews. A lot. Walking around your branch or depot, most customers won’t bother to check reviews or compare prices. But online, it’s easy to do and people are already in the habit of doing so. That means you need to manage reviews carefully as bad ones can be damaging. Many merchants are choosing to partner with a leading review site such as TrustPilot , Feefo or of course, Google My Business (among many others!) They all offer various partnership deals and incentives so shop around to see which is the best fit for your business. Encouraging customers to leave reviews is a good idea, as is sharing that glowing feedback far and wide on social media channels, but it’s also really important to manage and interact with the negative reviews, take it on the chin, and respond personally and professionally to less positive reviews. It can reassure new customers that although of course mistakes can happen, your customer service is great and you will always make up for anything that goes wrong. 4. Check your facts. Because your customers will. Customers buying online need a lot of product information. In person, it’s easy to check sizes and finishes, but online it can be hard to tell. You therefore need to make sure all the information a customer could possibly want is easily accessible – dimensions, weights, finishes, environmental impact, certification, required fixings and so on all need to be accurately and comprehensively described. Customers may also need to follow up and ask questions about a particular product, so you may need to consider how to meet that need, whether with a live chat function or a messaging service. Your eCommerce platform provider should be able to advise the best solution for you but it’s important to be aware of the processes. There is an increasing focus on the standardisation of product information (check out ETIM for example, and the progress of Environmental Product Declarations (EPDs)) and for the most part, suppliers will provide it - but it’s just one more example of a consideration you need to be on top of. 5. Customers are easier to communicate with. And there’s a huge opportunity there. One of the huge opportunities of online trading is that it is easier to keep in touch with customers, analyse how they behave and use that information to improve their experience. You have a ready made, low cost way to communicate with your customers and encourage them to come back to you the next time they need materials, products or expert advice. This is a great way to build that loyalty you want to encourage – whether you run a rewards scheme, offer added value guides or information sources, let them know about discounts or sales, offer delivery flexibility, ask for reviews or just run competitions to generate some additional awareness, it’s so much easier to reach them when you’ve got their email address. Obviously you’ll need to be careful not to overdo it though. Be aware of how overloaded most people’s inboxes are these days and keep your messaging to a respectful minimum. Ecommerce is a whole-business project Running a successful ecommerce platform requires significant focus across the whole business. It’s not just a replication of your instore offering and it’s not a quick and easy fix – but it is an incredibly important investment in the future of your business. It needs to be managed well and have the correct digital infrastructure to cope with the speed, volume and frequency of purchase that can result, and to manage up-to-the-minute customer communication. Once the balance between all these elements is right, you will earn your customers’ loyalty – but be aware, they’ll make you work hard to keep it. The bottom line is, make it easy Whether that’s finding products, comparing prices, saving items for repeat ordering, organising delivery or checking specific information, the easier you make the whole process for your customers, the better their experience will be and the more likely they will be to come back. Remember though, however easy it is, if you are regularly out of stock of popular items or your pricing is out of line with the market, customers will learn fast to look elsewhere. While there are differences in the way that people shop online compared with in-branch, when it comes down to it, what people want is usually based around the same things – convenience, value and good service. If you can make your customers feel good about buying from you, they are far more likely to return. Building relationships through trust and good service is key – so you need the products, the price, the knowledge, the service and that little bit extra to win them over time after time. NB: If you are considering eCommerce for your merchant business, we recommend choosing an eCommerce platform provider with industry-specific expertise who will be able to guide you through the process in much more detail, such as eCommonSense . We don’t provide eCommerce solutions, but our ERP software is compatible with some of the leading providers.

The rallying call from the BMF’s virtual AGM and annual conference held on 17th September was clear. The UK’s economic recovery from Covid-19, in the face of environmental challenges and the looming issues of Brexit, is sure to be a difficult road - and one we all need to play a part in. For many, business is currently booming. But the longer-term challenges are complex, with major hurdles of supply of materials and uncertain forecasting to overcome, compounded by the ever-changing Covid-19 regulations and overarching issues of climate change and sustainability. The roadmap to recovery is far from straightforward, and it will take sustained – and sustainable – effort throughout the supply chain to make it happen. “ Climate change has shown us the path we need to be on. Sustainability is not an optional extra." Lord Deben Building a Sustainable Future Lord Deben was an inspiring speaker; engaging, relatable and compelling. His call to arms was not just inspiring though – it was direct, it was relevant, and it was actionable. “Merchants,” he said, “Have a real role to play in helping customers make the right decisions in the purchases they make. You have a key commercial role and if you get it right, everyone will benefit.” Climate change, as we know, is a reality, and sustainability is a choice we must all make for ourselves, and which we must actively promote with our customers. “This is a future we know we have to have,” he said. “Climate change has shown us the path we need to be on. This is not an add-on, or an extra. It’s what you need to do, to be profitable and to safeguard your business. If you don’t, others will, and you will lose out. …To be a successful merchant, that’s where you need to go, and you’ll make the world a better place in the process.” Profitability in business is not something to shy away from; it’s imperative for a sustainable future, and environmentally responsible products, processes and services are where the smart money is going. “The industry needs to inform itself,” he reminded us, “To know what the most sustainable solutions are, understand what the real issues are, and make the most energy efficient products more readily available.” We must all help our customers to make the right choices every day, and make more sustainable choices more readily and easily available, to play our part in achieving our goals. Because doing the “right thing” is not always easy, and it’s not always clear what that thing is, so it’s important that each of us plays a part in educating ourselves and passing on those learnings in a practical way to customers or suppliers at each stage of the supply chain from source to consumer. “Agility is crucial” Megan Adlen – Head of Sustainability, Travis Perkins His thoughts were echoed by Travis Perkins’ Head of Sustainability Megan Adlen, who spoke convincingly about the steps the company is taking to promote sustainable choices with suppliers ad customers alike. “The resilience of businesses,” she said, “Is dependent on the resilience of supply chain.” We all have a part to play in that journey, and technology and digital platforms have a critical role. Demand more from your software supplier We are extremely proud to play a part in your supply chain, to make processes and systems easier for our merchants. Your ERP system is critical for the commercial and operational functions of your business. The better your system, the better your profitability, availability, efficiency and productivity will be. But a truly great ERP system can go further. It can help with staff engagement, flexible working, wellbeing and motivation. It can actively promote more sustainable choices in sourcing materials; it can reduce waste, both in terms of stock management efficiencies and also human time and effort. We already work hard to promote efficiencies, reduce waste, and implement an increasing number of ways to help our customers be more environmentally responsible, from facilitating certification auditing and sourcing information to enhancing stock and supply management to reduce waste. But we are sure there is more we can be doing. We want to do more, and we want to be challenged. Is there an appetite for sustainability features within your ERP system? For example, a feature which automatically highlights during the order process if a more sustainable product alternative is available? Go fast alone – go far together This mantra, outlined by keynote speakers Steve Backley OBE and Roger Black MBE, will resonate with many. Never before has there been such need for an industry to pull together to tackle the enormous challenges ahead. Real change, real improvement, and real success, will all depend on every part of the supply chain doing more, doing better; it will depend on every supplier, merchant and distributor to make better choices and influence customers to do the same. We must all raise our game and continue striving for more sustainable solutions to construction and its associated industries. And that extends to software suppliers too. So demand more, DO more – and perhaps together we can create a brighter, more sustainable future.

A simple day to day prompt – that impacts performance across the whole business Some of the KPIs we have discussed in recent posts have been quite complex, with advanced applications. Today’s couldn’t be simpler – yet is still an incredibly useful, powerful metric that can help maximise day to day opportunities across the whole business. Live Quotes Each user of UT400 has their own customised dashboard, showing the most relevant measures and KPIs for their role. So if you are a sales rep, it’s useful to see very clearly how many live quotes you have open at any one time. It’s simple enough to find that out on any ERP system, sure – but having it as a clear, visible tile right there on your dashboard is a bit like having your to do list written for you. It’s a day-to-day guide to what needs following up, so no opportunities get missed. It’s a very useful prompt, keeping the information front and centre; and as you can also see sales measured against your own targets, as well as quote conversion rates by customer or product, you can start to manage performance and spot where you time can most valuably be spent. Wider team and business performance Having instant clarity on live quotes goes beyond the individual user of course. Each sales manager will see their own live quotes, but a team manager or director will of course have transparency across the whole team. This is not intended as a micro-management tactic, though of course it is helpful for monitoring team and individual performance. But it also provides very useful information about quote conversion and efficiency. It can also help identify opportunities, and address any gaps or particular challenges a team member might be having. Having a clear overview of the trends and patterns of live quotes open at any one time, and the simple ability to compare with quote conversion rates and deals closed, can help to streamline efficiencies and formulate relevant training and development programmes which will have a real and measurable impact on business success, as well as individual performance and engagement. Information is useful – but insight that leads to action is invaluable As with all the 110+ KPIs in UT400, it provides simple, easily accessible information. Which is great. But the real value comes from understanding how to interpret that information and use it to bring about improvements and changes to drive greater efficiency, productivity and, ultimately, profitability. If you have any questions about UT400 or the current metrics it measures, please do get in touch. More KPI Feature Spotlight Advice You can also read some of our previous KPI Spotlight Features by clicking on the titles below KPI Feature Spotlight: Quote Conversion Rates KPI Feature Spotlight: Average Order Value KPI Feature Spotlight: B2B Orders Ready to Despatch KPI Feature Spotlight: Dormant Customers KPI Feature Spotlight: Customers Over Credit KPI Feature Spotlight: Forward Contracts Overdue KPI Feature Spotlight: Stock Turn

Heavy downpours are likely from the cloud We’ve been working harder than ever recently to put the finishing touches to UT400, making it 100% watertight amidst reports that the cloud may start raining. Head of meteorological exclusion Amy Jester commented, “Our developers have been coding around the clock to install the new safety feature Umbrella 2.0, designed to deflect even the heaviest of downpours to keep your business running smoothly, whatever the digital weather.” OK, OK, you’ve probably realised by now that we’re posting this on 1st April and of course, the cloud isn’t about to start raining. The “cloud” – essentially just a name for systems where all the processing is done on powerful servers in a commercial data centre which users log into from an internet browser device – actually offers loads of advantages over a server based system on your premises, making it more flexible and adaptive than older legacy systems. UT400 is cloud-based, offering you all the flexibility and security that a state of the art cloud system has to offer. Here are just a few: (Real) advantages of a cloud system Always on the latest version – new features added by us are instantly available Cloud EPOS systems offer many commercial advantages Instant accessibility for the whole team – even when reps are out on the road or logistics teams are in the yard, you can log in from anywhere and have access to accurate, up to date information about the business and everything in it Reduced error and duplication – because 24/7 access is available, there’s less margin for duplication errors and missed data upload Fast system setup – no build time Reduced system maintenance – back-ups and housekeeping are done by us, from where we are, so there are no hold-ups Connect from any internet browsing device, such as smartphones, iPads and Tablets Reliability – the system is mirrored so your data is secure Faster, reliable access for remote branches – Users at remote locations will benefit over a server in your head office Trade during a power cut!! – battery powered 3G/4G devices like laptops, smartphones and tablets will still have full trading functionality even if the power is cut to your site Better customer service – because your team has access to information from anywhere, and because the system is updated instantly with integrated data across the business, you can always offer the most reliable, up to date stock, logistics and service information to your customers and suppliers. Whatever the digital weather, a cloud system is slicker and more streamlined, offering more competitive pricing and faster maintenance and upgrades. Find out more about UT400 here, or if you’d like to discuss moving across to a simpler way of working, just drop us a line on 01202 861606 or email info@ten-25.co.uk Get in touch today to discuss your transition to a new cloud system #advantagesofcloud #cloudcomputing #merchantbusinesssoftware #UT400

How do you make sure you’re not losing out on valuable trading opportunities? There are many ways businesses can make sure they’re making the most of every available opportunity, and protecting margin is an important one. Using industry specific merchant EPOS / inventory and order management software allows you the flexibility and intelligent analysis to establish and maintain the optimum balance of margin that’s right for your business. UT400 automatically checks margins on every line of every order, preventing margin being lost at any stage of the process and ensuring you make the most of every opportunity. The system will flash up a warning if margin is negative or low, checking both individual lines and the final total to ensure your margin is safe. You have the control over setting the desired margin, price or line value to always achieve good margins and senior users have the flexibility to process low margin orders, but with colour coded and pop-up warnings, so it’s always a conscious business decision, and never accidental. And for complete peace of mind, managers will be alerted by email or on screen. No more wasted sales opportunities! For more information about how UT400 could help your business to buy better, stock smarter and sell faster, just give us a call on 01202 861606 or email us at info@ten-25.co.uk and we can have a chat about what we can do for you. #merchantsoftware #EPOSsoftware #protectmargin #buildersmerchantsoftware #timbermerchantsoftware

No two ways about it – pricing is important, whether it’s product pricing or service pricing. But when it comes to your own pricing system, how you go about it is vital. Do you go simple, always aiming for the keenest pricing to keep you competitive in this internet age of constant price comparison, or do you opt for automatic pricing which fluctuates based on certain criteria? When it comes to pricing, which is better – complex or simple? How does automatic pricing work? UT400,  our latest cloud-based inventory and order management system for merchant businesses, has some great automatic pricing tools built into it, meaning you can vary pricing depending on who the customer is, the quantity ordered, delivery type and so on. It allows a flexible approach that enables bulk discounting, regular order incentives and risk-management for irregular, low value or slow paying clients. You can apply whichever parameters you require and the system will work to those settings, so if there’s a discount in place for a particular customer, you’re not reliant on a particular person remembering to apply it, which minimises mistakes and optimises customer service. What are the drawbacks? The most obvious drawback is that it’s – well – not simple. People often like to know exactly what they’re getting up front. Modern life comes with a general cynicism about complicated pricing – in short, people tend to assume they’re going to be ripped off, and that complicated pricing structures are in place to mask hidden fees. It’s harder to advertise a lead price on a specific product if that price is only accessible to customers over a certain value; and charging higher prices than you’re advertising rarely leaves customers feeling good about the transaction. So while automatic, flexible pricing can work brilliantly with your best customers, who like to feel they’re being rewarded for their loyalty, it could potentially put off new or private customers. Why might simple pricing work better? With simple pricing, what you see is what you get, and these days many businesses opt for the KISS (keep it simple, stupid) approach. There’s an argument to say that, given the price-conscious culture we operate in, simple pricing is best, allowing customers to compare like with like in a very straightforward way to know what the best offer is. That will benefit some customers, but potentially not all. It probably means less margin for error, and your advertised pricing will reflect the prices customers actually pay, so from a service perspective it can be preferable. It could depend on whether your business is more focused on trade customers than private individuals – but there are pros and cons of both systems. Which is right for you? As a software system designed specifically for merchant businesses,  UT400 can happily cope with either system – or even a combination of the two. For example, you could have all customers up to a certain value paying a set, simple price, with premium customers (based on frequency or volume of orders, perhaps) being eligible for a more flexible system; or have a trade pricing system and a public pricing system. Whatever you decide, UT400 can handle it and show you exactly what’s happening in the business in real time, on any device. It comes down to which is best for sales, and the bottom line, in your individual business. The information you need to make the right decisions – at your fingertips So, how do you choose? Again, we’re here to help. We can assist with testing and measuring either approach, or both, so that you can work out what is best for your business and your customers. We’ve worked with enough builders’ merchants over the years to know that what works for one won’t always work for another, and that customers can be fickle. That’s why we have developed software specifically for your business type, which lets you make those decisions yourself; because no-one knows your business like you do. But we can help you to ask the right questions, and the software will give you the analysis and insights you need, in a straightforward and no-nonsense way, that lets you get right to the answers you need to make those decisions. Business is rarely simple, and there are always numerous factors at play. Our merchant business software is designed to help you make sense of those factors, so you have the information you need readily available to help you make the best decisions, faster. If you’d be interested in a chat to find out more, or a system demo, please drop us a line at info@ten-25.co.uk or call us on 01202 861606. #merchantbusinesssoftware #pricing #productpricing #UT400

8 ways that your business software can improve employee engagement Extensive research has shown definitively that employee engagement has a direct effect on business performance. Companies with engaged employees outperform those where morale is flagging and interest waning consistently and significantly – and the software you use can have an impact. Happy, engaged, fulfilled employees make for great business (this is *just* like us at work!) Businesses with engagement scores in the top 25% had twice the annual net profit of those in the bottom 25%, with nearly 20% higher productivity. What’s more, companies with high levels of engagement show a 40% lower staff turnover than companies with low levels. Engagement of staff helps you retain them, and it’s good for your business results. Yet worryingly, only a third of UK employees report feeling engaged at work*. Higher levels of engagement logically point to a happier and more fulfilling working environment, thereby boosting employee wellbeing and motivation, as well as productivity. “I believe in the power of recognition and empowerment leading to great employee engagement. And employee engagement is critical to guest engagement. Employee empowerment and recognition is the core of our culture and how we achieve outstanding customer service.” Herve Humler So how do you know if your staff are engaged? What does that look like? And perhaps most importantly, how can you improve staff engagement on a day to day basis? What does an engaged employee look like? “Engagement” is a term you’ll hear a lot from HR professionals, and sometimes it can sound a bit like a buzzword, one of those things that you need to tick a box for and move on. But the genuine business benefits are so evident that it’s worthwhile looking into it further and seeing how small changes can help. People who enjoy their jobs do them better. Simple. An engaged employee is, essentially, someone who takes pride in their work, someone who looks forward to coming to work each day and does their best for the good of the business, taking an active interest in the performance of the company. They will be motivated, confident and driven, with good relationships in the workplace and a positive, can-do attitude. You could say this is down to each individual’s personality and of course, that will always play a part. But it’s also down to a number of factors that you can influence. What factors influence staff engagement? This is a huge subject and many, many articles have been written about it based on exhaustive research. As we’re not here to explore the deeper reaches of corporate psychology, we’ll aim to keep it brief. There are loads of factors that influence staff engagement – here are some of the main ones. Purpose . Employees who understand and share the purpose of the organisation, as well as having a clear understanding of the expectations on them as individuals, will be more engaged than those who don’t really know the objectives, goals or targets at stake. Reward comes in many forms – salary, bonus, perks etc, but recognition is hugely important for staff morale and engagement. Having your contribution to the company acknowledged, recognised and appreciated is a hugely motivating factor for many people. Bad relationships and poor communication are massive factors in employee engagement levels Relationships. The number one reason for people leaving jobs is because of bad relationships with their boss. Good relationships in the workplace are enormously influential in an employee’s happiness and engagement. It’s also important for people to be inspired by their leader, and see them working toward the same shared goals, purpose and values, which has a massive impact on staff engagement. Empowerment. People who feel trusted to do their jobs and free to make decisions, with the appropriate level of support, will usually be far more motivated than those who are micromanaged at every step. Motivation. No-one enjoys being bored, and people generally prefer to feel that they are progressing, meeting new challenges and learning new skills. Keeping people interested in their own career development and daily work performance is key, so it’s important for leaders to realise what each staff member is working towards. Communication. People don’t like being left out of the loop or not knowing what’s going on. Clear communication not only ensures that people are able to do a better job because they know what’s expected of them, it also helps to motivate people to challenge, share their ideas and take an active role in the business. That’s all well and good – but how on earth is our software going to help? You’d be surprised how much of an impact the software your employees use every day can have. Here are 8 ways that the right software can enhance employee engagement and wellbeing. Clear targets and performance monitoring: In a nutshell, good software will help employees to see how well they’re doing. The UT400 dashboard has performance tiles which show how close you are to your own targets, which are tailored to your role. Employees know at every stage what they’re aiming for, and the system is designed to make reaching those targets easier. Transparent means to monitor achievement: Because it’s simple to see targets and monitor performance, it’s also easy to see and celebrate achievement. Senior managers are able to see the performance of individuals and the company as a whole, making it easier to recognise contributions. Reducing daily frustrations is surprisingly motivating. (Someone needs to tell the printer…) Reduced frustration at time wasting . Slicker, faster day-to-day functions and automated admin tasks means less time being wasted and less frustration building up. Saving time with every reduced action or keystroke makes for a more productive, motivated workforce. Integrated stock scanning means no duplicated effort, and the result is higher productivity, greater accuracy, and happier people. More opportunities : And in so many ways. There are more opportunities to make a difference through waste reduction or process efficiencies, through smashing sales targets or increasing margin. Having a more transparent overview of your business or role parameters means you are able to focus on what’s working and fix what’s not, and see the impact it’s having in real time. A clear sense of the bigger picture: People like to feel they’re making a difference, and good software connects an individual’s role and performance with that of the wider business, helping them to see their value in real terms. It’s not always easy for individuals to see how important they are to a business, so using software to demonstrate their real contribution is a huge advantage. More time to work on development: If people are having to spend less time on frustrating, repetitive tasks, they free up more time for other valuable initiatives, whether that’s focusing on training and development, or coming up with new ideas for the business or particular processes. It’s easy to get lost in the day to day busy-ness of business, but with more time comes more creativity, more innovation, and more breakthrough moments. Intelligent analysis to back up proposals and suggestions to make change happen. With intelligent software that helps people access information in a useful and relevant way, it helps employees to back up their proposals and have more confidence in their decision making. You never know where the next big idea will come from, and giving people the tools and the power to present a compelling business case will not only be incredibly motivating, it could be business-boosting too! Flexible working . Using a cloud system (like UT400 ) that people can access from anywhere, whether that’s on a working-from-home day or when they’re out on the road visiting customers, helps to keep people connected and enables them to do their job in a way that fits their circumstances. Remote working, flexible hours and job sharing are all growing trends in today’s business world, and having easily accessible business systems is a big part of making that possible, and providing a working environment that suits your employees’ lifestyles. Software will never be the only answer to the ongoing challenge of keeping employees motivated and engaged. But think for a moment about how much time they will spend using it – it should come as no surprise that easy-to-use, helpful software that fits in with people’s lives is going to have multiple opportunities to make a big difference every day. If you’d like to talk to us about our business software solutions, please give us a call on 01202 861606 or email info@ten-25.co.uk . *With thanks to TLC for providing the statistics for this article #businesssoftware #employeeengagement #productivity

We’re delighted to welcome Bal Gill to the Ten-25 team, who joins us as our new Business Development Manager. Bal brings with him a wealth of experience across multiple sectors in developing new business opportunities. Having worked with both Builders’ Merchant and technology sectors before, Bal has a great deal of relevant knowledge and insight to bring to the role. Welcome to Bal Gill! Bal said, “I’m really looking forward to working with the team here at Ten-25 and meeting customers, both existing and new. Having seen the new software in action I’m really excited about what it can do, and am sure it’s going to get a really positive response in the market – it’s a great opportunity and I can’t wait to get started.” Over the next few weeks you can expect a call from Bal as he’s working his way through our customers to introduce himself. If you’d like to get in touch with him in the interim with any queries or ideas, please drop him an email: balgill@ten-25.co.uk Exciting times It’s been a great month for us, as Bal is joining just a few days after the promotion of long-term customer support analyst George Ritchie to Services Manager. Most of you will already know George, who has been a part of the Ten-25 team since 2001 and is based in the Ayr office in Scotland. He will be taking on more responsibility for both customer care and ongoing project management in his new role. (He even had his own blog last week – which you can read here if you missed it 🙂 ) Our MD Ian said, “These are exciting times for Ten-25. Bal’s experience in business development will bring welcome resource to the launch of UT400 which we’re all looking forward to. UT400 really is a ground-breaking system and the more hands we have on deck to help new customers discover what it can do, the better. It’s something we all really believe in, and we can’t wait to get it up and running and transforming the businesses we work with.” So, please join us in welcoming Bal to the Ten-25 team, and in congratulating George once again on his well deserved promotion. If that doesn’t deserve a glass of something cold and sparkling, we don’t know what does.

Running a profitable business isn’t always plain sailing. Having a very clear picture of your credit exposure by customer is a great way to stay in control and avoid potentially damaging financial situations. There’s no point having a flourishing turnover on paper if the money isn’t actually coming in. UT400 actively helps you to minimise financial risk and helps you give better customer service by letting you see customer credit levels throughout the order process. Take [credit] control Confident transactions at every step to keep you in control and minimise risk UT400 lets you set credit limits by customer and will flag that limit when an order takes a customer close to or over their agreed limit. So for example, when ABC Builders places a huge order, anyone in the business placing the order can instantly see whether they’re cleared to do it. This both flags any potential concerns before you commit and gives everyone clear warnings as they go. Of course, you don’t want to be constricted when you’re taking orders, so there’s a function to override an overspend warning, or send held orders on to a manager or credit controller to approve. But the point is that you can see in real time where a customer’s credit level is, letting you make an informed decision. UT400 is a fully integrated, end-to-end inventory and order management system so you not only see credit levels, you also know what stock you have where, what’s in the pipeline, and who’s on track to smash their sales targets this month. 24/7, 365 days a year, anywhere, on any device. Simple, powerful software designed specifically for merchant business, helping you do more with less. Staying in control of your business has never been easier. If you’d like to see UT400 in action or talk through your requirements in a quick, no obligation call, please just drop us a line. #creditcontrol #financemanagement #inventorymanagement