We’re delighted to announce that George Ritchie, currently Senior Support Analyst, has been promoted to Service Manager. George joined Ten-25 back in 2001, having previously been at Alexanders’ Sawmills. Based predominantly in Ayr, George is looking forward to the new challenges his promotion will bring, as well as continuing to relish the variety of work involved, and meeting new people. He said, “I’m really pleased to be taking on this new role at an exciting time for Ten-25 Software with the launch of UT400 . We have an extremely dedicated and knowledgeable team and I look forward to working with them to deliver the best service we can for our customers.” Our MD Ian said the promotion is well deserved in recognition of George’s ongoing and longstanding commitment to the business, describing him as being respected and liked by colleagues and customers alike. He said, “His timber and builders’ merchant experience as a user, and service with Ten-25, give him a great understanding of the requirements of our customers and their businesses. I believe he can bring the quality of customer care we have delivered in the past to a new generation of cloud-based systems.” George’s new role will include more areas of customer management, including taking ownership of specific projects and development plans, overseeing helpdesk responses and improving processes to prevent recurring problems, and team management. George’s promotion is part of wider expansion plans here at Ten-25, which you’ll see more of as we move further into 2019, alongside the launch of the hotly anticipated UT400 . This new, end-to-end trading system will eventually replace the current UniTrade 360 platform, which has been an industry mainstay since its own launch back in 2008. You can find out more here, or get in touch to book a demo if you haven’t seen it in action yet. We are currently recruiting for a new member of the helpdesk and call handling team, as well as dedicated Business Development personnel. (If you’re interested, please do get in touch!) Ian said, “We’re delighted to continue Ten-25’s journey and to keep developing and challenging our people. UT400 is a great step forward for us, and customers who have had the chance to demo it have had an overwhelmingly positive response. 2019 and beyond is looking extremely exciting.” Well done George – and here’s to a very exciting year ahead! Change is a good thing… #promotion #software #softwaredevelopment

Whatever you’re looking for in a new inventory and order management system for your business – above all, make sure it’s actually usable. How many times have you bought something – a new gadget, piece of technology, an app or an appliance – because you were bowled over by what it said it could do, only to get it home and realise that actually, it just doesn’t do that. Or it does, but you’d need a degree in astrophysics to get it to work yourself. All too often, the promises we’re sold fail to deliver, either because the product just isn’t up to the job, or it’s so complicated it’s impossible to use effectively. If something isn’t usable, then all the fancy frills and techno-speak in the world will not make it worth your hard-earned money. That’s why usability lies at the heart of Merchanter – the most usable inventory and order management system for merchants. Why is usability king? A usable system enables fast, accurate and efficient business operations A usable system means productive, engaged and happy staff with the tools they need to do their jobs well A usable system reduces waste; wasted time, wasted resources, wasted energy, wasted materials and wasted trading opportunities Accurate operations ensure managers have the right information to monitor and control A well-managed business provides the understanding, information and opportunity for growth If a system isn’t usable at the ground level, all the fancy dashboards, KPIs, reports and maps mean nothing Usability gets everyone up and running faster with a new system, and keeps them more productive, day in, day out. Usability puts your business needs at the heart of the system and gives you the tools you need to do the job well. Usability means all the right functions and features to help you get more out of every working day with less effort, and it means that all the dots are joined up, avoiding duplicated effort and limiting human error. We’re not aiming for fancy – Merchanter is simple, easy to use and a hardworking tool. But it’s nice to look at, it’s designed to engage, and it makes understanding and carrying out your business operations simpler than ever before. Simple? Yes. Powerful? Absolutely. Complicated? Absolutely not. Your purpose is our purpose – so we make the systems specifically designed for your purpose. Simple, powerful, usable systems for everyday greatness.

Moving over to a Cloud-based business system has loads of advantages, and makes sense for a lot of businesses. However, we get a lot of people asking what internet capability they need to support a Cloud-based system, as they’re concerned their broadband set-up won’t be fast or reliable enough.  So, we’re here to set your collective minds at ease. Is your internet connection Cloud-ready? We asked Justin Metcalfe from Blastnet Communications to answer some of your most commonly asked questions – but remember, we offer a complete installation and onboarding package with every system, so we will work with you to make sure your network is up to scratch before we leave you to it! How do I get the fastest possible internet connection for my business? The speed of your connection will depend on the bandwidth you have access to, which is vir The speed of your connection will be affected by many factors tually limitless depending on what you’re willing to pay; so the first thing you need to know is, what bandwidth do you actually need to support your business operations. You could be paying £400 or £500 a month to support a 100Mbit leased line, when really you only need 10Mbits, meaning the rest is wasted money. If you need anything under 20Mbits, you will probably be able to use an ordinary broadband line to do the job and pay a fraction of the price. If you need more than that, it makes sense to use an FTTC (Fibre to the Cabinet) line. This will cost slightly more than a broadband line and give you up to 40Mbits down and 2Mbits up, which will usually be more than enough to support your business applications as most of the data will be coming from the server rather than uploading to it. How do I figure out what Mbits I need? It can seem confusing, but rest assured we will help you establish your requirements during the installation process. It will depend on the number of users, system usage, phone integration, location and other factors, so it’s hard to give a specific answer here. However, it’s all part of the service so by the time you’re ready to use the system, we’ll make sure your broadband capabilities are up to it! What options are there if BT doesn’t do fibre to my business? If Openreach have not yet installed FTTC in your area, there are other ways of getting a similar speed broadband link. These include things like: Virgin Media – but only if they supply the fibre, which isn’t always an option in every area. Wireless – if it’s available, can provide very high speed links Satellite – which is a bit more expensive, but will provide a broadband link with 20Mbit down and 1Mbit up. However, this isn’t a great solution for a phone system as there is a small but audible time delay. Other options  – depending on your geographical location, we can research the best options when the time comes to install your system. Can I use mobile broadband (4G)? 4G can be used as a back-up for seamless connectivity Yes, you can use 4G if it is available in your area. You would need a router that supports 4G. Depending on your data use, you would want to make sure you’re on a package that allows for reasonably high data usage  without adding any nasty surprises to your monthly bill. Can I use mobile broadband (4G) as a backup? 4G can also be used as a backup for the main broadband line if internet access is crucial to the operation of the business. We can discuss routers that switch between a main broadband and 4G connection to minimise any disruption. UT400 can run off 4G whether you’re at head office or out on the road, so as long as you have a signal, you have instant access to live data which is constantly updated and integrated so you know what you’re seeing is the latest information.   How can I ensure we are connected solidly though the working day? Broadband lines are pretty stable nowadays, but, as above, it would be advisable to have a back-up plan in place to ensure connectivity. This could be a separate broadband line, which would work in tandem with the primary one so that if the first fails, the second would continue the connection. Alternatively, you could install a 4G sim in the router which could act as a back-up. There are plenty more options for ensuring your system is always accessible; it’s one of the things we will cover during the installation process. Can I make sure my cloud business systems get enough bandwidth over people just browsing the web? Most ISPs will provide both Family and Business products. They might call them something else, but the business products usually provide higher priority to businesses during the day. Also, some routers and firewalls can provide a degree of prioritisation within your local network, so you may well be able to set some parameters around what usage should be prioritised. It is also possible to block certain sites if you don’t want users accessing them during the working day, or potentially restricting the duration of browsing. We will be happy to advise on these sorts of guidelines during the onboarding and installation stages. What if I want to run my phone system as well as cloud business systems over broadband? You can also run your phone system on broadband This depends largely on how many users you have. For example, if you are using standard broadband and have ten or more users, we would suggest you use two separate lines, one for the application and one for the phones. However, if you only have three users at a site, the router should be able to prioritise sufficient bandwidth for the phones without impacting voice quality or the operation of the application. If you can get FTTC in your area, one line should be able to handle ten users with some bandwidth prioritisation; so in short, it will depend on the speed and quality of your broadband connection, and the number of users. Again, we will be able to advise during the installation process. How secure is my broadband connection? Security is always a priority A broadband connection by itself is not secure, but the router you install will have security built-in. You can also install a firewall behind the router for a higher level of security, some of which provide other options such as Intrusion Prevention or Contents Checking. Security is a huge priority so we will always work with you to ensure you are protected, and ensure your data is securely backed-up at all times. And finally… UT400 has been deliberately designed to be as light and flexible as possible without compromising on power or quality of application. With the increasingly good broadband networks around the world, as well as faster and more cost-effective network data availability particularly across Europe, accessibility has never been easier. We will always ensure your internet capabilities are at their optimum to ensure your system performs exactly as you’d want it to, and we ensure in our design that it is agile enough to be used wherever your work takes you. We work with network experts to ensure you’re set up in just the right way, so you can be confident that you have all the tools you need to get the job done right. If you’d like to discuss UT400 , or your business requirements, please call us on 01202 861606 or email info@ten-25.co.uk.

Can your business software really help you overcome the biggest challenges facing small and medium businesses? (Spoiler alert – it’s a big YES from us) There are many challenges facing businesses of all sizes these days, from commercial to operational to human resource. We’ve taken a look at the most common problems reported by small and medium businesses in the UK today, and examined how the right software at the heart of your operations can help you address them from the very foundations of your organisation. 1. Cash flow The number one issue facing most small and medium businesses is cash flow. There are loads of different reasons for this, from delayed client payments to urgent or unexpected outgoings, but using a system which gives you a clear, accurate view of your company’s finances and commercial operations is an easy win for you. Not only can you automate invoicing and late payment reminders so there are no hold-ups with admin, your system can highlight consistent defaulters, helping you to spot issues before they arise, and can identify and target trading issues and opportunities to help you act fast to plug the gaps. 2. Indentifying (and retaining) profitable customers The first step to growing your business is to properly understand where your profits are coming from. Just because one customer orders from you every week, it doesn’t necessarily make them the right customer for you. Using software that can identify profitable, prompt-paying, expanding businesses to work with will help you to focus your efforts in the right directions, and can also help when it comes to identifying what sorts of new customers you want to attract. Equally, being able to have margin protection and automatic credit alerts built in de-risks trading for all your staff, and will let your FD sleep better at night. Keeping them is all about offering the best service – so being able to control stock, pricing and availability more easily with seamless service across all branches of your business makes that a whole lot easier. 3. Motivating employees A motivated workforce is a productive workforce. Using software that is easy to use and understand, that makes targets and goals clear and straightforward, and that actively helps users to do their jobs, is a win-win. Seeing their own performance and how their contribution helps the whole company is extremely motivating, and helps employers to see where there are opportunities for talent development, or to identify training gaps or recruitment possibilities. It also reduces frustration and avoids time wasting, as duplication of effort is reduced and many repetitive, time-consuming tasks can be automated. 4. Being too busy to do business Time management is a huge issue in any business. Choosing software which is easy to learn and use, which offers loads of automated functions to reduce daily admin time and which actively helps users to identify and follow up trading opportunities is a great way to save significant amounts of time. When analysis and reporting can be automated and simple, when invoicing and profit reports are automatically generated, and when stock taking is just part of the every-day process, imagine how much time you will have to work on the big picture stuff that you never usually have enough time for. 5. Not planning for growth It sounds strange, but many businesses fail to grow because they haven’t put enough thought into how to manage success. Using flexible software that grows with your business, that allows extra users or multiple sites to be added, all with the same integrated, 24/7 access from any smart device, gives you the agility and fluidity to grow at whatever pace your business needs. With simple, user-by-user monthly pricing there is no huge up-front bill to pay, and you get the same trustworthy service to back you up every step of the way. 6. Focusing on quantity over quality This point goes back to the idea of knowing where profits really come from in your business. There’s no point chasing the contracts that look great for turnover but which eat into profit, or the ones that take up so much time it’s not worth the investment. Software can help you to identify the right focus areas for your business so you can be confident in the decisions you make, and know when it’s the right time to walk away. 7. Too many overheads Not only can software help you to manage your stock more efficiently, thereby reducing risk and providing better service thanks to greater availability, it doesn’t have to cost a fortune in itself. Software can represent an enormous investment for a business, but with our monthly payments determined by user-numbers, you always know what you’re spending when – and the system can even let you know how many time over it’s paid for itself each month! 8. Staying current Technology moves fast. Sticking with a rigid, server-based system will eventually present you with the issue of updating, and it will be a bigger and more expensive job when the time comes. Using a cloud-based, online system allows constant updating so you’re always using the most up to date version of software, without risk to your data or any costly downtime. You can also add new modules as they are developed, so your software evolves alongside your business, always meeting the needs that your expanding organisation requires. 9. Sustainability and responsible sourcing of materials This is becoming more and more prevalent as a major concern for business, and nowhere more so than in the timber and building materials sectors. Using software that is specifically designed for these sorts of sectors automatically puts you at an advantage, because it can help you to identify, classify and optimise relationships with the right suppliers, who are sourcing, storing and distributing materials in the most responsible and sustainable ways. You can include a range of criteria when selecting suppliers to ensure they’re ones you want to work with, and what’s more the stock management facility of the software is so advanced it will enable much more efficient stocking of materials yourself. You can order more reliably based on past data to take advantage of frequency or volume based discounts with less risk, and keep fewer materials hanging around the yard or warehouse if they’re not selling through. 10. Leadership Regularly cited in the top 10 reasons that businesses fail, leadership is a big issue for some organisations. It may not seem immediately obvious that inventory and order management software can help leaders to flourish, but hear us out. If your business leaders are so bogged down in the day-to-day operations of the business that they can’t spend enough time working on bigger picture strategy, succession planning and people-management, it stands to reason that they’re not going to be fulfilling their optimum potential. Using software that frees up time and resource to allow people to spend their time in the most useful, profitable ways is surely a win for any organisation, and allows leaders to focus on leading, not wasting time on administration and operational detail. We understand that taking on a new trading system is a big decision. That’s why we have launched an all new, try-before-you-buy demo system so you can see for yourself just how usable and easy Merchanter really is. We would love to share it with you. If you’re interested in finding out more or having a play with the system yourself, please just drop us a line ( sales@ten-25.co.uk ) or call us on 01202 861606. We’d love to hear from you.

We’ve been absolutely delighted with the feedback we’ve been getting from customers about Thanks for the feedback – we’re blushing UT400 . As many of you will know, we’ve been out and about a lot recently showing off this exciting new product, and we could not be more proud of the response it’s getting. Game changing One of the phrases that has cropped up a lot is “game changer.” That’s exactly what we set out to do when we dreamt up the new system, and so we’re extremely pleased to hear that you agree. We have gone to great lengths to make this an incredibly easy system to use, the whole idea being that we want you to be able to maintain and grow the performance you’re already achieving but with less time and effort spent on the day-to-day jobs, freeing you and your staff up to focus on what’s important. That means we’ve made everyday functions simpler, quicker and more efficient, saving huge amounts of time in the process and ensuring that every user has the very best, up to the minute information at all times, from anywhere, on any device. Time saving Is there a more precious commodity these days than time? If you’re anything like us, you’re constantly rushed off your feet with urgent, time-consuming jobs that build up and end up dominating your working life. UT400 has been designed to do a lot of that for you, with unprecedented levels of automation that make those arduous, repetitive admin tasks a thing of the past. Some customers estimate that the system will save them so much time they’ll be able to invest in more sales resource and headcount within the first year. UT400 is also 100% cloud based and is therefore accessible from anywhere on any device. That means if you’re out with a customer, you don’t have to wait until you’re back in the office to input information or place an order, and if you’re overseas, you can still deal with the day to day jobs that need doing. These kinds of time savings really add up, and avoid a huge amount of duplicated effort. Profit boosting UT400 doesn’t just store information about your business. It actively presents it to you in an intelligent, useful way so that you can see clearly and simply exactly what areas need focus. The dashboard is specific to the role of each user, so your finance team will see what credit control issues need addressing, where profits are strong and where gaps are widening, while your sales staff will see exactly how close they are to their targets, how that fits with the whole company performance, and will be able to identify helpful information like which customers are most profitable, which products are losing money, and where stock is likely to become an issue. Meanwhile, business owners can instantly see company-wide performance and will be alerted to issues and opportunities with plenty of time to address them. Waste reducing Hand in hand with increased profits goes reduced wastage, and in an era where sustainability and responsible sourcing of materials are such an important focus for us all, any advantage we can have in reducing waste is vital. The accurate, real time stock information provided by UT400 is going to be instrumental in reducing waste and increasing efficiencies, helping you to get better rates from suppliers with advance orders and less overstock issues. Service enhancing We all want, and need, to provide stellar service to our customers (ourselves included) and the feedback we’re getting is that UT400 is going to be a big help in delivering better, faster, more accurate, responsive service. With real time stock levels, intelligent business insights and less time being wasted on unnecessary administration tasks, your staff will be able to deliver fantastic service with less effort, meaning they’re free to focus on important improvements, service provision and growing the business. This says it all Thank you to everyone who has taken the time to give us your thoughts on UT400 . We are tremendously proud of the system and we can’t wait to show it to more of you. If you are interested in a demo, please do get in touch and we’ll show you what it can do – and we think you’re going to like it.

We had a change of scene on Wednesday as we descended on the Birmingham NEC for UK Construction Week 2018. With a grand total of nine different sector expos under one roof, it made for a bustling atmosphere and an incredible variety of stands to explore. The progressive technology on show was really something else, and it was evident across so many different sectors, from timber tracking to solar panels to workforce monitoring and so much more. It’s astonishing to see not only the rate of development of these advances but also the sheer variety of possible uses and applications. It’s great to see people getting excited about technology and seeing how it can be put to use serving the industry, creating genuine time savings, waste reduction and environmental benefits. When we could drag ourselves away from the diggers and cranes (technology is all well and good but who doesn’t love a massive rainbow coloured digger?!) we had a good look around and caught up with a few familiar faces. Trade Associations were well represented and it was great to see the Confederation of Timber Industries , BMF and TRADA stands consistently busy all day! Sustainability and environmentalism were strong themes and again it’s so encouraging to see businesses in all areas taking this responsibility seriously. The industry’s reliance on natural materials makes it imperative that we all work to preserve and maintain these resources, and continually strive for more efficient processes to optimise consumption. The event was a great reminder of just how innovative  and progressive these sectors really are, and how big an industry we work in. The buzz around the place was fantastic, and it’s an inspiring thing to see just how many people are involved in so many different ways. With increasing focus on equality and diversity, employee health and wellbeing and of course the natural world, we witnessed a thriving, progressive and inclusive community, dedicated to growth and innovation, with a responsible and proactive attitude. And that’s something we can all be very proud to be involved with.

A full house and a buzzing atmosphere at the 2018 TTJ Awards On Friday we were lucky enough to attend the annual #TTJAwards, this year held at the Intercontinental Park Lane. With a greater capacity than in previous years, this was an excellent venue for the always well-attended event, which is surely one of the highlights of the year in this great industry. A stunning menu by the Intercontinental for the TTJ Awards – delicious! As ever the atmosphere was welcoming and warm, as old acquaintances caught up and new connections were made. It was heartening to see an apparent increase in the number of women in attendance too, which was also commented on by the speakers and is hopefully representative of some increase in the number of women emerging in the industry as a whole. The food was excellent (see the photos!) and the service impeccable, and then it was onto the speeches and awards. Timber Trade Journal’s Editor in Chief Stephen Powney opened proceedings with a reminder that every industry needs to look after its people, and that a greater focus on wellness and health can only bring greater benefits for business and people alike. In early 2019 a conference around wellness in the built environment will explore this theme further, involving the excellent Wood for Good among other bodies, investigating how design can influence employee wellbeing and health development. You can find out more about the newly announced event here . The awards were presented by the superb Jo Caulfield, who held the attention of the room completely and who struck the perfect balance between fun, entertainment and incisive observation – we won’t repeat any of those observations here, but she was an excellent speaker who definitely struck a few chords with the audience! As ever the quality of the work and the dedication of those who were nominated and judged or voted winners was really impressive, and we doff our collective caps to everyone on the day. It was particularly exciting to see some of the environmental and technological advances being made, giving us a glimpse of what might be possible in the future to boost sustainability. As ever the TTJAwards were a brilliantly organised and very well attended event – apologies to the many people were weren’t able to say hello to on the day, but it was wonderful to see so many people enjoying the day and celebrating this great industry. Thanks to @Media10 for inviting us, and we look forward to another year working in this vibrant, creative and ever-evolving sector.

Last week I was reminded that I have been working at Ten-25 Software for 21 years. Of course, I’ve been involved with the company far longer; my parents were two of the original founders back in 1981, so it has been a part of my life since I can remember. It took a while to get used to the fact that school friends’ houses didn’t have the ambient engine noise of the Starship Enterprise, emanating from an orange ICL System 25 the size of a fridge freezer! A lot has changed since then, as you would expect, but the rate of change seems to be accelerating in recent years. Computing has certainly moved on a bit Computers have certainly changed a bit over the years! We have seen a big shift it how businesses run their computer systems.  It used to be that most of our customers would have a person, or even a team of IT people in place to manage day-to-day IT issues. Nowadays, almost all rely on Ten-25 to provide that service, and the systems are expected to to be far more self-managing. The technology has obviously grown hugely in in things like speed of processors, RAM and disks, but interestingly in the move to mobile devices has seen them also become more rugged for business life.  When I joined Ten-25, our contract stated that the server for the system had to be kept in an anti-static, air-conditioned server room; now, we all just merrily shove a phone with far more computing power in our pocket. User expectations have changed immeasurably. When I finished my degree in 1996 I was the only person on my course with their own PC, and probably one of only a few at the University.  Our customers used computers, or more often character terminals at work, but nobody had experience of computers in their home life.   Now we all use computers, either directly as a desktop or laptop at home, or as a phone, car, TV, fridge – the list is endless.  That shift has seen people expect the ease of operation they get from booking a holiday online or using a banking app to apply in how they use a trading system at work. Of course that brings its own challenges, but is an expectation that we have worked very hard to meet, especially in our latest system, UT400, which has the slick, user-friendly feel of an app coupled with the under-the-hood power of a serious piece of business software. Printers are, and always have been a massive pain, and are so often the weak link in the chain of a system.  We are starting to fight our way clear to less printed documentation, but I am sure we aren’t completely paperless yet. Whilst the technology has sped ever onwards, customer expectations have evolved, I still see the essence of what our customers are looking to deliver to their customer today, the same as it was in 1997 – a great range of products, at sensible prices with the backup of friendly and informed customer service. Not enough time Time is precious commodity A big thing I’ve noticed is how busy everyone is. Everyone seems to be rushed these days, everyone is stretched a little thinner and has to work a little harder for the same outcomes. It’s a tough market, pressure to be leaner and more efficient is ever-present and that results in a lack of time. Time is such a valuable commodity – I hope those who have it are in a position to appreciate it! Again this is something we have consciously built into UT400 – time-saving automation and the capacity for faster, more usable insights to enable day-to-day functions to be carries out more quickly, and business-critical decisions to be made in less time but in a more informed way. Less wastage We all need to play our part in reducing waste Hand in hand with a leaner business model so prevalent in the modern commercial world is a drive for less waste. Any extra margin that can be gleaned from existing stock or not wasted is vital and can make all the difference. I was delighted earlier this year when one of our long-standing clients said his business had managed to more than double profitability without having to increase stock-holding, purely from the analysis and reporting functions of the software. It was so rewarding to hear that our product helps in such a practical, valuable way, and has made me even more conscious of the need to prioritise these sorts of features in our new systems. Responsible sourcing Sustainability and responsible sourcing are never far from the headlines at the moment and again, it’s something that has become more of an issue in recent years. Our industry is not alone in this of course, but it’s certainly something everyone involved in any supply chain needs to be on top of, from stock efficiency to logistics solutions. Seeing this trend emerge so prevalently over the last few years has driven a huge focus on stock management and operational efficiency in the software we’re developing, finding new ways to help our customers to do their bit towards greater sustainability and responsibility in sourcing and managing waste. Streamlining processes / efficiency Of course efficiency in the management of materials and stock is not the only area where a leaner approach is needed – employee headcount is costly for businesses and every organisation I know is constantly striving to hit the right balance between cost and service, ensuring that the greatest value for money is achieved throughout the business at every level. One customer recently reported that they had managed to automate so many administrative processes with the software that they had managed to convert an entire role from admin to sales – thereby making every penny of the HR budget work harder toward a more successful business, without reducing the overall number of people employed by the business. Every little step towards efficiencies of this nature is a benefit for businesses, and every business needs every advantage it can get in today’s competitive environment. Technology Advanced technology comes pocket-sized these days and is the norm I touched on this at the beginning, but if there’s one standout feature of the last 10 years it has to be the exponential advances in technology which are now readily available and used in so many ways, every day, by everyone from toddlers upward. Technology can be such a force for good when used properly, it can help and guide as well as perform functional roles that free up people’s time for the things where the human touch really adds value – the relationship-building, service providing, trust-enhancing side of the business that no machine can ever replicate. Technology is a powerful tool, not something to be feared, enabling greater efficiencies and insights at dizzying speed, meaning that business owners, managers, logistics teams and yard controllers have everything they need at their fingertips, reducing the margin for error, increasing efficiency and ultimately, enabling a better service to their own customers. Technology really can be your friend (and not just in a creepy AI sort of way!) People are still so important It’s easy to look at business efficiency at the expense of the human touch, but as mentioned above, there are some things machines simply can’t do. These days we are better informed about employee wellbeing and satisfaction, managers are more aware of the need for job satisfaction and the importance of employee engagement to boost not only productivity but also mental and physical wellbeing in the workplace. We all have a day job to do, but one thing we have tried very hard with in our new software is to make it as fun as possible – we even used a games designer to help with the interface to make it as enjoyable, intuitive and easy to use as possible, while making it simpler to see targets day to day, encouraging a healthy competitiveness and transparency of performance to both incentivise and reward progress every day. Excellence is always in the details – and no detail is too small to leave out. The business landscape of the 21st century world is very different to how it was, in many ways. Of course some features remain constant, but it certainly feels like there’s more pressure, more competition and less room for error. We all need to be able to get the best value from the resources available to us, whether in terms of technology, raw materials or employees. Productivity and performance of both people and business seem to need to be set at a higher level than ever before. I’m so glad to work in an industry which is flourishing, despite its challenges, which still has that sense of camaraderie and teamwork that has always set it apart. No-one, no business, can be all things to all people, so understanding where we all fit in, and knowing the value of your own product or service to the right audience is always paramount. I’ve seen many changes in my years at Ten-25, and I don’t doubt I’ll see many more. But as long as we continue with integrity, with good intentions, and with a responsible attitude to every resource, tool, material and person within our influence and the same commitment to excellent service, I believe we will continue to see growth, innovation, and great success.

Every merchant business ultimately depends on one thing: customers. And to keep customers loyally coming back to you, time after time, they need to be confident you can deliver on a number of fronts. In the race to provide the best service, the best availability and the best pricing, there’s one thing many businesses overlook: their own staff. While it may be a little too simplistic to assert that "happy staff equals happy customers," it has been proven that the more fulfilled and rewarded people are in their jobs, the more productive they will be and the better they will perform at work. Absenteeism drops, initiative soars and results ultimately improve. When everyone in your company believes in the company, that positive attitude often transfers to your customers, encouraging great reviews for service, repeat custom and enhanced word of mouth advertising. It also means that people tend to stay with you longer, develop more over time and provide an encouraging and supportive environment for other members of staff, which can make attracting new talent easier and succession planning more effective. So, how do you keep your staff happy? Entire libraries have been written on this subject and we are not here to teach you how to suck eggs. We also appreciate that "happiness" is a pretty subjective term, that it isn't a permanent state, and that it will differ from person to person. We don't expect employers to be 100% responsible for their workforce's mental wellbeing - but they do have a big part to play. There are a few common themes that emerge once you start looking at how to make life more fulfilling for your workforce, and by modelling these behaviours, not only will your staff be more fulfilled, they in turn could employ the same approach with customers. Here are 8 ways to engage your workforce and encourage performance. 1. Listen to them. Being heard is important. Make sure everyone has an opportunity to have their ideas heard, to contribute to the conversation and to influence change. It’s also vital for leaders and managers to really listen to what their people are saying to provide support when issues arise, and to spot when people need help even when they’re not asking out loud. 2. Congratulate them. Being recognised for a job well done is incredibly important for morale, and it encourages a “virtuous circle” of behaviour. Make reward commonplace and let people know they’re appreciated. Develop a culture of celebrating success and positively reinforcing great effort or input – it has a real ripple effect and you’d be amazed what a difference a few genuine compliments can make. 3. Reward them fairly . The economy is tight but there are more ways to reward achievement than just money (though that usually helps too!) Think creatively about how to reward effort and achievement – and don’t be afraid to ask them what they’d actually like! Maybe it’s an extra day off, maybe it’s a bacon sandwich on a Friday – whatever it is, make sure they know they’re appreciated by showing them they make a difference. 4. Communicate with them . Nothing spreads faster than fear and gossip, and nothing is as damaging to workplace culture. Keeping your workforce up to date with what’s going on in the company demonstrates respect, and keeps anxiety at a lower level. These are unusual times and people will be worrying about finances, job security and all sorts you don’t know about, so do them a favour at keep them in the loop. 5. Invest in them. Whether that’s investing in personal and professional development programmes, mental health support, a better coffee machine in the office or getting better business software, your people deserve to work somewhere that provides for them, and helps them to feel valued. This also involves investing in their futures in terms of developing and career planning, supporting them through challenges and making them part of "the plan." “Merchanter is a pleasure to use all day, and makes all of our working lives so much more enjoyable. The flexibility and control in terms of pricing, the simplicity, and options available to control our stocks, will be a gamechanger to our company.” Mike Tregunna, Build Supplies 6. Make life easier for them day-to-day . This often comes back to the first point, but considering the pinch points and time-wasting chores could results in much better systems being implemented. Investing in easy-to-use business software that makes every process that little bit easier, or that makes it simpler to work from home, or that saves a huge amount of time, is always going to be a great investment. 7. Empower them . No-one likes being micromanaged so let your workforce grow in confidence with a bit of trust. Again, your software can help, with automatic alerts and limits that stop anything catastrophic from happening, but allows some judgement on pricing or credit limits which could help people deliver better service more flexibly. 8. Unite them. People like to know what purpose they are working towards, and if they feel included in your business vision and believe in what you’re trying to do, they are far more likely to actively contribute to you achieving it. Share the goals, involve them in the vision, and pretty soon you’ll see them helping to make it a reality. Obviously, the operations of your business are vital as well – you still need the right stock at the right place at the right time at the right price. But when your workforce are behind you, working more efficiently and productively and communicating more clearly with customers, everything starts to come together. Lead by example – the more you respect and value your people, the more they in turn will respect and value your customers, and represent your business proudly and happily. And nothing says more about a business than that.

The message from eCommonSense founder Andy Scothern is crystal clear: digital transformation for merchants is far more than a nice-to-have or a passing trend: it’s absolutely critical for survival. The huge acceleration of merchants’ digital transformation due to Covid may not be news in 2021, but the potential risk for merchants still resisting the shift to digital systems and ecommerce is growing by the day, says Andy Scothern of eCommonSense. We caught up with Andy to get his thoughts and insights about integrated eCommerce, opportunities for merchants - and how bacon sandwiches can be a secret route to unlocking a merchant’s brand. Why do merchants need to go digital? In a nutshell? That’s what customers want. Yes, there may be a small number who prefer traditional ways of doing things, but the vast majority of customers want the convenience, choice and ready information that online offers. If you think about how you shop yourself, you’ll know that habits have changed. There’s a whole new generation coming through who have grown up with the internet in their pocket – that’s their baseline expectation and anyone not in that arena just won’t get a look in. Almost every product search these days starts with Google. If you’re not in the mix, you won’t get found, so it’s vital that you not only feature online but that you know how to get your products, branches and business name found more easily by more people. Done right, eCommerce can attract far more new customers than any individual branch can. I know there are concerns that a webshop could cannibalise sales from branches but actually the opposite is often true, as a good website attracts people into branches. Think of the website as the hook and the branch as the net – both work in isolation, but work much better together. We tend to see merchants with strong online presence growing the number of trade accounts and in-branch loyalty as a direct result of website use. So no, it doesn’t have to cannibalise sales – and if in a few cases it does, at least the revenue stays within your own business, not someone else’s! The fact is, merchants represent a shrinking share of a growing market. They are losing out to online retailers and that gap is widening fast, so it’s vital that merchants take action to fight back. What are the main obstacles stopping merchants adopting digital? The biggest one I hear is “I’m too busy.” I get it, I really do; running a business is hard work and especially now, with COVID and Brexit, everyone is pretty much flat out. But digital is just too important to ignore. For one thing, having digital systems can actually save you time and make you more efficient and therefore, less busy, so it’s worth investing the time. But perhaps more importantly, it’s where the market is going, and if you’re left behind, you won’t necessarily be able to catch up later. If anyone out there is thinking digital transformation is just too big a mountain to climb, and they will have more time next year, they need to realise that the longer they wait to adopt it, the steeper and harder it’s going to get. It might feel intimidating getting into the ring with the likes of Screwfix or even Amazon – but it’s better to be in the ring winning a few points than sitting on the other side of the ropes watching a fight you’re not even part of. If you’re not in the ring within the next five years, I suspect it will be too late to get even a ringside seat. But it does take time, doesn’t it? Absolutely. To do it right takes time, investment and a business-wide focus. Going digital is far more than just tacking eCommerce onto your website, sitting back and expecting business to start booming all on its own. It requires research, investment, often a complete overhaul of your ERP system and back office processes, ongoing maintenance, marketing – and also, cultural change. But it’s not only worthwhile, it’s essential for the future survival of your business. Isn’t eCommerce just a race to the bottom on pricing? No! That’s a really common misconception around eCommerce and actually, the opposite is true. The fact is, eCommerce usually maintains higher margins. While margins in-branch tend to average at about 27%, the equivalent online margin is around 40%, which is a lot of potential profitability for merchants to be missing out on. Partly this is because the cost-to-serve is less per transaction, but it’s also because, contrary to popular belief, people are willing to pay for the convenience and ease of online shopping and the web is ambivalent to who is in front of them. Branch staff (humans), on the other hand, want to be liked; we as humans are social creatures and we struggle with upsetting people, so we give people we want to please a better price when they ask for it. That is great for humanity, but terrible for margins. Increasingly, people value their own time more and will happily pay more to have products or materials delivered directly where they need them to go. Convenience, choice and availability of information rank far higher than price for most people as reasons to shop online. And yes, people will also usually not mind paying for delivery, so you don’t have to take a hit there either – though it’s worth thinking about how far afield you want to offer delivery services and charge accordingly. But what if a merchant’s customers don’t WANT to shop online? There will be some customers – often in an older age bracket – who prefer the traditional in-branch experience for shopping. But that proportion of customers is reducing and it’s being replaced by customers who do want to shop online, so if you are only catering for a shrinking percentage of the market, your sales can only go in one direction. By not providing an online option you are closing your doors to an increasingly large proportion of your potential customer base, which limits your capacity for growth and future business dramatically. Plus, by fully engaging in eCommerce, you actually release more time to spend with the people who don’t want to trade online, while the people who do can serve themselves. So how big is the opportunity? Last year, Screwfix’s Click & Collect service grew by over 250%. Web sales are doubling in the market every year, and that’s a consistent trend even before COVID. The opportunity is massive – but perhaps more importantly, the risk of not being a part of it is greater. What can merchants do to get ready for eCommerce? A great eCommerce platform requires a lot of work behind the scenes and must be able to integrate with all your back-office operations. Stock availability is absolutely critical of course but it needs to tie into all your processes to ensure you can service the webshop properly and provide reliably, consistently good service for customers. Don’t forget, customers have been taught what to expect from online shopping by the likes of Amazon, so they’re going to get frustrated pretty quickly by clunky systems that don’t do what they want. Investing in a well-integrated, digital ERP system that can tie everything together is critical. What ERP system should merchants choose? That’s up to them, but I’d urge merchants to choose carefully because having the right system is so important for the success of the eCommerce platform. The best ERP systems tend to have an open architecture that’s fundamentally designed to link up with other systems; it should be designed to integrate, not solve every business problem itself. This lets merchants work with best in breed solutions for different functions. For example, as long as you can integrate with Xero or Sage for accounts, it doesn’t need its own accounting system because chances are, it won’t be better than the specialist solutions. Committing everything to single stack technology is dangerously outdated legacy thinking, as most successful retailers moved to flexible new architecture many years ago. Usability is also key. You need a system that’s intuitive to use and that your staff can adopt quickly. If a system can make everyday tasks simpler and quicker for staff, you’ll increase productivity, capacity and profitability without even thinking about it. Never mind how much more attractive it is to new members of staff who can adopt a new system easily and who should be part of your succession planning. Also, think about how accessible the system is going to be for your workforce. You want people to be able to access the system as easily as possible from wherever they are. If the last year has taught us anything it’s that flexibility is hugely important, and people need to be able to work effectively remotely. Therefore, browser-based solutions are great because they let people get onto the system and work from wherever they are. Why is it so important to have an industry-specific solution? That’s a bit like asking why you’d choose an Audi over a skateboard to travel across the UK. Yes, both are forms of transport but I know which one I’d rather be travelling in. There are a lot of “off-the-shelf” eCommerce solutions out there which can be tempting, especially because on the face of it they may appear cheaper; Shopify, GoDaddy, Wix and so on. But for merchants, who usually have quite complex product portfolios and customer needs, they just don’t get close to delivering the slick online experience your customers expect. There are so many reasons why an industry-specific solution, for both eCommerce and ERP, is so important. Integration with back office processes, product data, customisation, product specifications, reflecting your business model - being generally fit for purpose I suppose. I may be biased, but investing in a proper industry-specific system for ERP and eCommerce is worth every penny and will provide a far superior foundation for your business to grow on than the one-size-fits all options and let’s be honest, if any of those ‘retail’ solutions worked, then Screwfix would be using them instead of spending tens of millions a year on a bespoke solution. It’s simply not realistic to think you can compete without investing appropriately. Can’t we just do it ourselves? Chances are – no. If massive global brands are investing 5% of their total revenue in online, then expecting to be able to achieve great results with inexperienced teams is, at best, optimistic. There is a reason developers are paid a lot of money. The best platforms are the easiest to use, but that doesn’t mean they’re easy to build, service or maintain. The marketplace is simply too competitive, and customer expectations are too high, to be able to cobble together a homemade solution and expect it to get off the ground. What do merchants need to do once they have a website? Shout about it! You can have the best service in the world but if no-one knows about it, it’s not going to do you much good. You need to think about how people will find you. Often that’s via your products, so getting product information set up right to make it easily searchable is really important, and you need Google to be able to find you too, whether by words, image or voice. Technology is moving fast so it’s important to keep up. It might sound a bit overwhelming but there’s plenty of help available, and it's best to stick to what you do best - in this case, merchanting. Reviews are important too, for establishing trust and credibility, and end users really do use them so it’s worth investing some time here. There are some good review sites out there which can help get you going, like TrustPilot and Feefo and so on. How can merchants make sure their marketing hits the mark? You need to know who your customers, and potential customers are, and how to reach them. Marketing is really important. Too many businesses think they can sit back and wait for the customers to flock to them, but it takes work and the competition is fierce, so you’re going to have to invest time, effort and resources into it. But the dividends will be more than worth it when you get it right. A really important part of effective marketing is segmenting your customers so you know who’s buying what, how they’re buying it, and therefore how to communicate with them in the ways that will prompt them to act. Trade and retail customers buy very differently, and different trades will vary in their habits too. One of the great things about digital is that it produces huge amounts of information about they ways people shop, and you can use that information to your advantage to continually improve the experience for each sector. Where do bacon sandwiches come into it? Never underestimate the power of a bacon sarnie! It’s all about understanding your customers, knowing their habits and lifestyles and finding ways to make contact with them in the places they’ll be, and in ways they will relate to. When trying to recruit builders, you need to hit them when they are not focusing on something else. The ideal time is when they are eating breakfast so why not put your adverts on the bag that the bacon sandwich is on? Local food vans will hand them out with every breakfast – literally into the hands of the people you want to bring into your branches. Knowing your customers and providing the service they want in the ways they want it is how to thrive. And digital is what they want. But you have to let them know about it, so investing in marketing is a really important part of the equation too. So if you had to give just ONE piece of advice for merchants, what would that be? That’s a tricky one but really, it all comes down to removing friction, or put another way, removing the barriers than stop people buying from you. Whether that’s about being able to find you in the first place, offering the products they need at the right prices, offering convenience, availability, great service, giving them the right product information, making opening hours and contact details clear, having the right layout – all of it comes together to make a great customer experience. There’s a really famous quote by Steve Jobs that sums it up well: “You’ve got to start with the customer experience and work back towards the technology – not the other way around.” If a customer has a good experience shopping with you, they will do it again, and again. So that would be my biggest piece of advice: reduce friction. Make it easy for people to buy from you – and they will. Discover eCommonSense for yourself by visiting the website here

The latest BMF Marketing Forum was, as always, an enlightening and informative event, shining a light on initiatives and campaigns that are driving the industry forward after such a turbulent year. We all know that there are plenty of challenges ahead, and that while sales are currently buoyant, the longer term issues of supply chain and an unstable economy, as well as a shifting customer base, will not make life easy for merchants. Across the various speakers, who included BMF CEO John Newcomb, Bradfords ’ Marketing Director Paul Malloy, Adam Turk from the CPA and Simon Bicknell, Marketing Director at Toolbank , there were certain standout themes that emerged. Therefore, rather than take you through the forum line by line, we wanted to highlight some of those guiding principles. Collaboration The BMF has undertaken many initiatives to support merchants in many areas; through the recovery from Covid, the issues of Brexit , the need for new talent engagement across the industry and of course, in meeting the NetZero 50 targets through the ConstructZero campaign. Digital transformation is a major focus for merchants and is an inevitable and important evolution for the whole construction industry, driven both top down by government and bottom-up by consumer expectation and behaviour. Collaboration is going to be incredibly important; sharing best practice, learning from collective mistakes and supporting one another through a period of accelerated change. The BMF itself is championing some new initiatives, including the new “Power of Networking” campaign, including marketing packs and training guides for merchants, which will highlight the importance of learning from one another and using our connections to drive forward; it will be updating its website and launching new forums such as the sustainability forum, later in the year. With new directives around product information coming into force later this year (more on this below), the industry will have a lot of new guidelines and regulations to conform to and realistically, digital management will be the only feasible way to cope. Initiatives like ETIM feed into this and it is important for merchants, suppliers and service providers to get involved and have a voice at the table. There are several working groups providing opportunities for this and the BMF encourages you to register interest. Communication However resilient, flexible and responsive we have all been in the last year, good communication remains a top priority. Bradfords Building Supplies' Marketing Director Paul Malloy talked us through their marketing initiatives over the last year, from public reassurance and safety, to celebrating staff and highlighting the power of its people, to a positive and dynamic recovery campaign, and it was wonderful to see their own principles being highlighted so proudly. Communicating and celebrating its values has been a huge success for Bradfords and there is a lot we can all take from that. Toolbank has also been active in communication over the years, but in a different way, gathering feedback from its customers using the idea that if you don’t ask, you don’t get. They have really shown that they listen to what their customers want, from experimenting with the format of survey to implementing the feedback gathered. They have demonstrated very clearly the power of asking the right questions and really listening to the answers – even when they’re not necessarily the ones we’d like to hear! Finally, Adam Turk from the CPA spoke about the upcoming Code for Construction Products Information , the new regulation that will apply to all construction products following the findings from the Hackitt Report after the Grenfell Tower disaster. It’s a huge change and while the onus will be on manufacturers, there will be big implications for merchants too, particularly if they are re-labelling, repurposing or repackaging products. More information can be found here . There’s no doubt that these changes will have a big impact and they will create a lot of work for a lot of people, but in the longer term they should create a safer built environment. The communication of initiatives such as this is critical, and the more merchants, suppliers, service providers and customers are aware of them the smoother the rollout is likely to be. We will be covering the initiatives of product information (both ETIM and CCPI) and the implications for merchants, eCommerce and ERP software in a later blog so do watch this space. Compassion It has been a really tough year for everyone, and for some more than for others. The road ahead is far from smooth but there is a growing sense of comradeship and collaboration across the industry that is very welcome. By taking the time to empathise and consider other people’s motivations, fears, anxieties and concerns, we can all provide a more responsive and supportive service. The Bradfords campaign was an emotional reminder of the people behind the businesses and an inspiring example of a business that really values the humans at its heart. Yes, economic recovery is vital, but to do that we must work together, and remember that behind the brands, the sales charts and the awards, we are all people, recovering from a period of immense strain and trauma, and struggling to find a new normal and a new kind of future. In an age of digital transformation, technological advance, AI and machine learning, it was a heartwarming reminder that in the end, it’s humanity - people - who really make the difference, and we are all lucky to work in an industry full of great people.

Manage risk, improve relationships and drive profitable decisions – all with the data in your system Every ERP system worth its salt will contain a lot of information about what’s happening in your business. UT400, our cloud-based ERP system for merchants, makes it easy to access that information, and customised dashboards keep it entirely relevant to each user. But having the information is only step one. Knowing what it means, and how to apply it to drive growth, profitability, service levels and business relationships is where the real value is. Unlock the power of data to drive better decisions Understanding exactly what is happening in your business is crucial for growth. UT400 makes it easy to see the day-to-day metrics that are relevant to your role, showing you the opportunities, risks and challenges you need to focus on. It also makes it very straightforward to dig beneath the surface and uncover the related data that helps drive decision-making. With over 110 KPIs built into every system, UT400 offers an enormous amount of information at your fingertips. We are here to help you use that information to drive enhanced efficiency, productivity and profitability to make sure you get the very best value from your ERP system. Customers Over Credit Limit At first glance this is a fairly self-explanatory metric; as it sounds, this particular KPI shows you how many customers are over their credit limit at any one time. Simply click on the tile to see which customers this relates to, and then click line by line to see the detail of each customer’s trading and credit history. Simple. Apply and use data to make improvements So how do you use that information in your business? Well that’s where it gets more interesting. If you regularly have a lot of customers over their credit limit, then that might prompt a few questions: - Are your credit limits set at the right levels? - How did they go over their credit limit in the first place? - Why are they over their limit – while if might be just an administrative delay, it could be a conscious decision not to pay, or it could be a credit issue meaning they actually can’t - Is this common practice for this particular customer? The frequency of credit issues could help guide the tone and format of your follow up. - Are customers being put on stop until credit is settled; and if so, what is the impact on trading? - What is it costing your business to be supporting this level of financial risk? - Does this have an impact on your own cashflow or credit rating? - Does the customer’s value to your business outweigh the costs of delayed payment? - What processes do you have in place to prompt earlier payment? As you can see from the KPI tiles, you can also see which customers are near their credit limits, making it simple to set up processes in response; an automated email reminder that payment is due, for example, or perhaps a call to check up on the status for particularly key customers. Managing credit risk simply and effectively UT400 also helps you to implement the learnings from the data it provides. So, for example, you can set (and adjust) automatic credit controls, or set them manually. A warning will remind users to check, or get approval, before accepting client orders which would take them over their credit limit. Automatic credit controls can be set up based on different criteria, or can be manually adjusted to set depending on each individual customer’s situation. The freedom is entirely yours, but the system provides the tools to keep credit controls in check and manage risk accordingly. Having the limits in place also prompts necessary actions like chasing unpaid invoices or more personal communication, all of which can help to improve customers relationships and avoid incurring unnecessary financial risk or damaging your own credit ratings. Judgement is personal, but information validates decisions What action you choose to take is always your decision, but your system should be there as a tool to help you. It should provide the information you need, but also give you the functions to improve processes in the future. For example, because you can see the trading history of a customer quickly and easily, including their average order value, frequency and overall lifetime value, you can very quickly make a judgement call on how to follow up a credit issue; you might see that they always pay late, but they do always pay, and that might be fine if they’re a value customer. However, it could be that they order small amounts from you very infrequently, and you’re actually spending more on internal resource than they are worth. Ultimately the decisions are always yours to make, but you have the validation and context of factual data, easily accessed, to help back up that decision. You might implement an automatic reminder prompt to pre-empt slow payments, or increase the up front deposit, or even choose to do nothing. That’s up to you – but with UT400, you have the right tools to hand to make those decisions consciously and deliberately.