We love summer in so many ways – but it comes with its issues, like staff and supplier holidays and weather-dependent sales fluctuations. Here are some of the ways your software could be helping to alleviate the stress: Staff Cover Staff absences can cause any number of issues, from disrupted customer service to overloading other staff members to compensate. But with the right software in place, a lot of the problems that can crop up as a result of staff being away can be alleviated. With an integrated system like Merchanter , anyone with a login can instantly see up to date customer history, including what quotes have been raised, what orders have been dispatched and what invoices might be outstanding. Therefore if a customer rings up, whoever picks up that call can provide accurate, up to date information instantly, providing a seamless service for customers and a stress-free experience for your staff. Supplier Holidays It works both ways – with a complete history of transactions at your fingertips, everyone can see what’s on order, what’s being delivered when, and what will be needed in the coming weeks. Intelligent stock management and reporting enables better prediction of required materials over longer periods too, meaning you can benefit from economies of scale and longer lead times – planning ahead pays off in more ways than one! Cashflow The literal lifeblood of any company, it’s vital to keep cashflow consistent over the summer months, regardless of who’s on holiday. Automated invoicing and reminders, as well as built-in credit limits and margin protection safeguard your finances and ensure that everything is still going out when it should, to keep the cashflow running all year round. Logistics It’s not just money that needs to keep working properly – your stock, both incoming and outgoing, needs to be managed seamlessly too. An integrated Cloud inventory management system like Merchanter lets you manage, predict and even automate elements of stock control so you know what’s needed when, and can plan accordingly. Again, anyone covering staff holiday can instantly see the live status of orders both outgoing and inbound, providing up to the minute information and therefore better service all round – without the stress levels rising. Time saving One of the biggest causes of stress in the work place is time pressure, especially when trying to source information quickly. Automated functions within Merchanter save significant amounts of time and bridge over staff absences, and every function of the entire end to end system has been designed to be as simple and intuitive as possible – that means tiny time savings on every process, transaction and interaction you have, and those milliseconds really do add up. Simple, effective systems can save you meaningful amounts of time, allowing you to focus on the bigger picture. (Or just go on holiday with a totally clear conscience – whichever you prefer 😊 ) Give us a call today on 01202 862606 for honest, expert advice on the best software solution for your business. Try the Merchanter Demo Pricing Features

Ask any merchant, importer or supplier who their biggest customer is and it’s a fair bet they’ll know straight away. Even the top 3 might roll quickly off the tongue. Beyond that though, it’s often not quite as clear. In fact, we’d be prepared to bet that when presented with a list of their top 10 customers, most merchants would find at least one or two surprises in the mix. How quickly could you find out? The next question then is, how quickly can you find out? Does your current trading system allow you to pull up the statistics you need quickly and easily, or do you need a week of analytics training and a PhD to work it out? However you want to define it – turnover, profit, frequency, size of order etc – the information you need should be readily available so you know what you need to know, fast. And that applies to products too, so you can robustly and intelligently create your replenishment, pricing and merchandising strategies accordingly. Why does it matter? Firstly, understanding the value of your customers helps you to place focus where it’s most needed. It helps you to make the best decisions regarding deals, payment terms and flexibility, for a start. It might help you to realise which customers are profitable, versus those who actually cost you money, or don’t bring in enough business to warrant the amount of service or credit they require. Rather than ignoring or even letting go of a particular customer, it might help you make a few adjustments to help them do better, or ensure you give them enough attention and support. It’s all about having clear and simple visibility of what’s happening in your business. Often merchants are surprised to find out who their fourth or fifth biggest customer is – they don’t necessarily realise the extent of the business being done week in, week out, and perhaps that customer isn’t getting the recognition they deserve. Knowing your customers is key to giving them better service. Who knows – with a little extra nurturing, maybe that midtable obscurity could become top of the league. But whether we’re talking about which customers are your perennial supporters or which products are performing best, it’s all about knowing for sure what’s happening in the business, quickly and easily. Better information breeds better, data-driven decision-making, which in turn drives better business. And that’s what we’re here to help you achieve. Register for 30 days' online demo access to Merchanter completely free

As a merchant, you’ want the best value from all the tools you use to run your business. So when it comes to choosing your trading, order management and stock control software, it pays to be very careful about which option you choose. There are loads of different ERP systems, order management and stock management systems out there in the market vying for your business (ours included). But it’s really important to understand the differences between different types of software so you can be sure you’re choosing a system that will be able to do what YOU need it to. Every merchant is different, and what suits one won’t always suit another. There are loads of differences between industry-specific software and off-the-shelf options, and this blog doesn’t attempt to dive into all the details. But we wanted to highlight some of the more crucial differences if you're thinking of saving in the short term by opting for a simpler, off the shelf solution. Very expensive software? Watch out for false economy. Full scale, industry-specific software systems are not cheap. But that doesn’t mean they’re not great value. In most cases it’s the customisation, level of detail / accuracy and the tailored choice of functionality that makes it worthwhile – a great ERP system should not only pay for itself in performance, productivity and profitability, it should be able to actively make you more profitable and productive. That said, in some instances, the off-the-shelf solutions can be very appealing. Often when a merchant starts out, an out-of-the-box system can do the trick, at least for a while. Some of the financials platforms like Sage, Xero and QuickBooks offer good solutions that suit smaller businesses which have a heavy focus on unit-based sales, as opposed to measured materials. But if you want a system that can scale up with your growth, intelligently guide you through smarter decision-making and offer you the flexible functionality you need to deal with the complex nature of merchanting as a business model, the industry-specific solution is really the only viable way to go longer-term. Because when it comes down to it, there is a fundamental fact that means merchants really do need specialist software: Merchanting is complicated The fact is, merchanting is a lot more complicated than standard retailing. There are a number of crucial differences between the two business models. Firstly, merchanting usually involves an element of trading in measured materials , rather than unit stock. That means packs, split packs, weights, lengths, combined measurements, certification requirements, milling, processing and finishing detail, as well as the in-depth product type differentiation between various types of timber, steel, aggregates and so on. Measured materials are much more complex to trade it and need easy metrics conversion and a very flexible functionality for customised purchase and sales order management. Secondly, and perhaps even more crucially, merchanting does not always (or even often) involve immediate transactions. There is very often a delay between order, stock allocation, delivery and payment , factoring in delivery, forward contracting, imports, finishing or processing instructions and many more factors. Therefore the order and transaction management capability of your software needs to be able to cope with this staggered processing. Merchanting made easy (or easier) This is software that is built specifically to work the way merchants need it to work. It is designed from the ground up to be able to cope with the way that merchants trade and stock products, however complex those processes might be. Merchanter allows for that stock handling element of the process, where you allocate stock before delivery, or order it in to send on later. It allows you to order, manage, process and analyse by length, weight, or whatever other metric you choose to suit your business and stock profile. Crucially, it also allows for the evolution of an order from vague requirement to detailed, accurate order placement and fulfilment. Let’s take timber as an example. A customer comes along, knowing they want to buy some timber; but they don’t necessarily know exactly how much, or what type, or what packs that might need to be split into. They might need approximately 500m; or they might need roughly 20 cube. Either way, at the start, it’s not necessarily that specific. As the order progresses, that can become much more detailed and specific, allowing for any reconfiguration, milling or processing that’s needed to suit the customer. But it’s all on the system, all accounted for in stock figures – and what’s more, it’s easy to manage because that’s what it’s designed to do. While there is no such thing as a silver bullet for merchanting to suddenly make it incredibly easy, using software that is designed to cope with the nature of your business is a massive step in the right direction. If you’d like to see Merchanter in action, why not try the free online demo for 30 days, have a play with it and take it from there. No pressure, no hidden costs, no credit card details – just a completely free, online demo system to let you see what you COULD be achieving.

As a merchant, if you’ve been through an ERP implementation, you’ll know how complex it can be. Given that your back-office system works at the heart of your business to keep all your operational, commercial and logistical plates spinning, it’s no wonder that there’s a lot involved. Implementing a new ERP system in your merchant business can be challenging and is often very time-consuming. Even once you’ve been through the selection and purchasing process, getting the system up and running for your workforce is far from straightforward. Modern ERP systems are often hosted in the Cloud, making implementations much easier to do remotely. They can be much quicker to implement than legacy, server-based systems which required lots of time on-site and a lot of hands-on training and updating. However, just because remote installation and updates are now possible, it doesn’t make the process a walk in the park. We are always working on ways to improve the implementation system for our customers and have introduced new ways of working, such as the Business Process Review, as part of our implementation process to make things go more easily and ensure that expectations on both sides are properly met. When you fully understand up front exactly what you need your system to do, it’s much easier to make sure it’s doing it. It's worth noting that because of the complexity of a merchant ERP system, and the level of customisation required for optimised performance, we could probably fill a book or two with detailed recommendations for smoother ERP implementation. But in the interests of time, we’ll go with the headliners! So, here are our top three tips for a smoother and less frustrating implementation process. 1. Product data is king Arguably the single-most important ingredient in a smooth ERP implementation process is the quality of your product data. Having a good product file is an incredibly significant factor, both for implementation and for the ongoing quality and functionality of your whole system. The bottom line is, the better your product data files, the better your system will be. Using a good digital PIM system will speed up the implementation process when working with a cloud ERP system. Yes, an ERP system may require more product detail than a PIM would ordinarily provide but it does hold a great deal of information which can be carried across automatically, rather than having to manually migrate every data point. There may still be extra details to add in but if the majority is easy, the time taken is significantly reduced. It really is worth taking the time to get this information set up properly up front. The better the information held in the system, the more effectively your software will be able to help you organise and manage your business. The other thing to note here is that high quality product data at the core of your system will make external integrations much, much easier in the future. Increasingly, merchants are using a wide range of third party digital tools for selling, stock optimisation, financials and marketing, so having top quality data in place makes those connections an awful lot easier to create and maintain effectively. 2. Testing, testing, 1,2,3 It’s so important to rigorously test your system before it goes live. You want your staff to be completely comfortable using the day-to-day features, and understanding how to troubleshoot the exceptions and anomalies which crop up outside the norm. But it’s also vital to make sure the system is actually doing what you need it to do, so it needs testing over a period of time that lets you get a really good idea of how it handles everything – not just the front-of-mind functions. It’s hard to think about every tiny process in one go so it’s important to build in plenty of testing time to make sure everyone who will be using the system has a chance to get comfortable with it before it goes live. The bottom line is, the more testing you do before you go live, the smoother and easier things will be once you're up and running. 3. Keep an open mind Change is often difficult and uncomfortable but it’s important to embrace the differences between your new system and your old one. Going into a new system with the expectation that it will do everything the same way as your old system, but with a prettier interface, is a recipe for disappointment. After all, if your old system did everything you needed it to in the best way, you wouldn’t be looking for a new system in the first place. Moving from one system to another can be a real challenge and old habits, as they say, die hard. But a new, modern ERP system is not just a recreation of a legacy system – it is often completely different from the ground up, so you need to set your preconceptions to one side and remain open-minded about doing things differently – and ultimately better. Going through a detailed Business Process Review is a great way to audit (and challenge) the processes you already have in place, and it often uncovers previously unnoticed efficiencies. This not only gives you a much better chance of getting a system that fully meets your business’ needs, it also means you’re well aware of the need for the changes and can see the impact really quickly. And finally…. Your ERP provider will no doubt offer plenty of training to help your implementation go well. Ideally, additional training will also be available further down the line, as no-one can take in the full system capability in a few days of training. Online, self-help resources can really help you get the most from your system and learn the more advanced features as and when you need them. Modern ERP systems like Merchanter are powerful business tools with a huge range of features and functions to help you optimise your business efficiency, productivity and profitability. So make sure you’re getting the most value out of yours by regularly refreshing and augmenting your skills with the training resources provided. Keep communicating with your ERP supplier. We are here to help you every step of the way and are deeply invested in your success. These systems are the life-blood of your operations and your relationship with your provider should not be a one-off transaction, but an ongoing partnership. So, ask questions, make suggestions and give plenty of feedback. Cloud systems have the ability to be constantly evolving - but if you don't ask, you may not get, so keep the communication flowing! If you would like to test out Merchanter for yourself to see what all the fuss is about, just register here for login details and we’ll give you 30 days’ online demo system access completely free of charge.

Little things can make a big difference. When you're able to make changes in your business that reduce waste, speed up delivery, increase profit and boost customer service, it’s not just your business that wins. The ripple effect of efficiency, profitability and service can be felt much more broadly, from suppliers to end users and beyond, to communities, industries, economies and even countries. By choosing a Merchant Business System for your business operations and transactions that is fully integrated, accessible from anywhere and that actively helps you to make better business decisions, you are making choices that feed into that ecosystem of success. By saving time on repetitive, arduous administrative tasks, you free up resource to focus on sales, service and development. By reducing waste through better stock management, you’re boosting profits, easing the strain on a struggling market supply, and speeding up client delivery. By increasing profits, you’re helping suppliers stay in business, you’re investing in training, in equipment, in employment, in new sites, in product diversity, in giving back to your community, in research and development, in bolstering a delicate economy. A new system for a new era of business Merchanter marks a significant shift in the power that merchant businesses will have to do better business. Agile, intelligent, integrated, flexible, secure and quietly remarkable, it’s designed to boost employee engagement, to guide business decision-making and to ease day-to-day operations. It’s as complex or as simple as your business needs it to be, and it can grow with you as your business expands. A great software system is more than just a handy thing to have. It’s a vital tool that can play a big part in growing your business, with all the knock-on influence that involves for your suppliers, customers and staff. With Merchanter, you will have the tools you need to better serve your customers. It’s more than just good business. It’s a better future. And it starts right here .

It’s the massive, dithering elephant in every room right now – the uncertainty around Brexit is causing ripples in every direction, and no-one knows what’s going on. The one thing most people do seem to agree on is that, whatever the outcome of current political machinations, it’s likely that the UK economy is going to be in a period of low (if not non-existent) growth for some time. So, in the interests of positive thinking, we’re taking a look at how you can make sure your business is in the best possible position to survive, whatever the outcome. The pressure of Brexit is on in the construction industry in every way, from material costs and availability to labour and demand. Whichever way it goes, there are plenty of things you can do to ensure your business is in the best possible shape to meet the challenges ahead, whether that’s recession or boom, or anything in between. We’re not suggesting it will be smooth sailing, but there are things every business can do to minimise risks, make the most of existing opportunities and create new ones. It all comes down to having the right information and using it to plan correctly. Obviously no-one has the information about the external factors that Brexit will influence, but what you do have is the information about your own business. So let your software do the work, and get ready to batten down the hatches. Pricing Whatever your pricing strategy, Merchanter can cope. Fixed, keen pricing or fluctuating, conditional pricing can both be used with this software system, and it can even help you choose which is the best option for your business. Seasonal variation, bulk discounts, urgency premiums and frequency of purchase can all be built-in, and you’ll always know what margin you’re making on every line of every sale. Stock control Stock management is one of the most important areas of your business – good stock management facilitates great customer service, optimised use of space and resource, and low wastage. So getting on top of it with a system that helps you to monitor stock levels across all your sites in real time is vital. It’s also important to understand what’s selling when, so you can manage relationships with suppliers, get better pricing, and optimise your lead times for call-off. Of course, if the UK leaves the European Customs Union then there is likely to be significant delay to all imported materials from Europe, in the same way that materials from outside the EU currently take longer to clear customs. Using data from your historic orders with intelligent reporting and analysis can help you to predict peaks and troughs in demand further out, and streamlining your logistics model can also create efficiencies. No-one is suggesting that there won’t be any issues, but armed with the right information and the best planning processes, you’ll be a step ahead. Working with the right suppliers Importing from overseas is often the cheapest and most efficient solution at this point in time; that may continue to be true, or there may be changes to the businesses you work with regularly. Whichever suppliers you choose to work with, you can always make sure you’re getting the best prices , with efficiencies of scale enabled by more effective demand planning, and automatic price checks, credit controls and invoicing will help to eliminate cashflow bottlenecks and hold-ups. Logistics and operational control Brexit or no Brexit, no business can rest on its laurels, and optimising the efficiency of your supply chain will always be crucial. Through enhanced analysis and planning, made simple with your industry-specific software, you’ll be able to reduce wasted costs and time, creating efficiencies which can amount to really significant savings in both time and overheads – and of course, enable even better customer service. Working with the right customers Just as it’s important to build relationships with the right suppliers, understanding your customers is also critical. Being able to understand at a glance who your brilliant customers are (the ones who order regularly, pay on time and stick with you) and who your not so brilliant customers are (regular time-wasters or payment defaulters) can help you to focus your team’s attention where it makes a difference, and saves a whole load of wasted time. You’ll also be able to see where new opportunities exist with existing customers, and use the learnings and positive experiences with them to attract and retain new business as well. Using your reporting and analysis features to understand where opportunities lie, you’ll be able to quickly and simply identify where there are chances to generate more orders, more frequency or more value per order, or where inefficiencies exist that could be wasting valuable resources. Your software is there to help you – and we’re here to make sure you get every penny’s worth of value from your software. Great service At the heart of every great business is a genuine commitment to provide stellar customer service. Being able to provide reliable, quality service at an appropriate price time and time again will always be of great value to your customers, and your business reputation relies on that service enormously. Everything about Merchanter is designed to enable you to deliver the very best customer service, by speeding up processes that typically waste time, identifying the best opportunities at the best prices, and ensuring that your stock management is at its absolute optimum levels. Accurate, up to date information is available at a moment’s notice so daily frustrations can be avoided and the best decisions can be made faster. What is peace of mind worth to you? We could go on (and on, and on) about all the ways that having the right merchant business software can enhance your business, but we’d love to show you instead. If you haven’t yet had a demo of Merchanter, please do give it a go for yourself , or contact us for a face to face meeting to demonstrate it. We truly believe it can transform your business and give you every advantage to succeed no matter what the political landscape becomes in the coming months. We’re here to help you build the best possible future for your business.

Sunny with an increased chance of sales? We Brits love nothing more than talking about the weather – we’re world-famous for it. And with temperatures soaring throughout June and beyond, it’s hard to think about much else. But, stereotypes aside, the weather can have a big impact on your business, and not just in the ways you might think. Logistics. Freak weather conditions are totally beyond our control, but can have a big impact on deliveries. Road closures, flooding, delays, high winds and more can all have a knock-on effect on deliveries, imports and exports, so it’s always worth checking what’s on the long range forecast and factor in some extra time if possible. Supply chain . Longer term weather conditions and climate change can affect the availability of raw materials, so it’s not just worth looking at global supplies of your staple materials in the long-term, it’s also worth being on the lookout for alternatives, especially for material like specialist woods which can take a long time to source. Storage . If you rely on predominantly outdoor storage, it pays to be aware of the weather to avoid damage to water- or temperature-sensitive materials like untreated wood or ceramics. Effective stock-management and regular stock-takes will help minimise risk and potential lost profits. Holidays . It might sound daft, but it’s always worth taking into account how seasonal weather patterns can affect the availability of your suppliers, staff and customers. School holidays, sunny bank holidays, snow days and unexpected sunny spells can all lead to more people taking time off, meaning you need to account for delays when working on your projections and timelines. Customer shopping trends . It’s probably no surprise that your decking materials, outdoor furniture, landscaping supplies or pergola sales will rocket when the sun comes out; looking at seasonal shopping trends will help you make sure your availability is better at the right times than your competition, keeping you one step ahead and your customers coming back for more. It’s worth taking some time to study what people buy more of when it’s hot or cold, both seasonally and more short-term, using your software analytics tools. Customer habits . The weather doesn’t just influence what people buy – it can also impact when they’re buying it, even down to the time of day. Some customers report that they get far more customers than usual in the afternoons on a hot day, while others will see massive spikes in online or telephone orders when it’s wet or cold. Understanding when your customers are shopping helps you provide better service, whether through stocking the right products or making sure you’ve got more staff available at certain times of day. Nothing is more frustrating as a business owner or sales manager than a missed trading opportunity. So taking the time to run those reports and understand how factors like the weather impact on your business is worth its weight in gold. There are loads of software tools which can help you, from automated stock level alerts to sales traffic analysis and product sales trends. Tracking these against weather can help you plan for the future, and put you a big step ahead of the competition. Has the weather had an impact on your business? We’d love to hear from you if so! Or if you need a hand getting to grips with the analysis or reporting functions of Merchanter, just drop us a line and we’ll be more than happy to help. In the meantime – enjoy the hot weather, and don’t forget the sun cream!

It’s a tough market out there. Every business needs every advantage it can get – and our software could be just the advantage you need. We believe it can be the difference between a business that gets by, and one that flourishes, grows and evolves. And because everyone likes getting straight As, here is our A-grade line up of system features that will help you grow your business, as proven by our own customers. 1. Analysis The trading analysis module in Merchanter is something we’re immensely proud of. Information is power, and this is a system which will guide you in getting everything from basic to incredibly advanced information from your fully integrated system. And because it’s fully integrated, we’re not just talking invoicing, or stock, or trading - we’re talking everything, every function of your business, all in one place, seamlessly linked through an easy-to-use, drag and drop style interface that lets you cut the data any way you need it. 2. Alerts Think how many stressful situations could be avoided if you knew in advance that you were running low on a certain type of material , without having to manually check? Think how much time your accounts team could save if credit gaps, disastrous margins and other financial anomalies were flagged up automatically? Think how much better your day to day decision making could be if you had that information to hand all the time. That’s exactly what you get. Personalise alerts so you’re only told about what you need to know – and that can be in any sector of your business. The possibilities really are endless. 3. Automation Time is one of the most precious commodities we have in business, and the capability to automate different functions of your business can save you lots of it. Invoices, reminders, invites, newsletters, delivery updates, stock-holding, quotes, reporting, analysis – whatever it is you need, this is system designed to help you achieve it faster. 4. Accuracy You need to be able to trust your figures, whether that’s to tell shareholders exactly what profit you’ve made or to tell a customer precisely what stock you have of a certain material in which yard . With Merchanter you get instant, pinpoint accuracy on everything from stockholding to performance statistics so you know exactly what you’re dealing with. 5. Accessibility You’re out on the road, off to see a client, and you need the latest stock figures, last quarter’s margin reports, or a client’s credit history – and you need it now. No problem. Our systems are optimised for remote logins so you have the information you need, from client financials to timber yard stock holding, at your fingertips. And it’s completely and utterly secure. It also means that when a client rings up and their usual account manager is off sick, anyone can jump onto the system and have the full client order history right there, down to the last quote or delivery note. Less stress, better customer service. 6. Action Good software helps you make better decisions every day, allowing you to take the right action to guide your business forward. Intelligent business solutions enable intelligent business action, helping you drive your business forward, and grow it sustainably year on year. 7. Acceleration OK that’s a bit of a stretch but go with us on this one. Once you have streamlined your operations, optimised your margins , organised your stock-management and made your day to day business more efficient, your business growth will speed up. We know it will, because we see it happening, day in, day out, with our customers. They know it, and we know it. The right software is the secret to your business success – so make sure you’re talking to a supplier who knows your industry inside out, and has developed intuitive, intelligent systems specifically to meet its needs. That’s us, by the way. In case there was any doubt. Try the Merchanter Demo Pricing Features

Make sure you’re getting the most out of us! We try to offer the very best value to all our customers and – without wishing to create a load of extra work for ourselves – we want to make sure you know about all the resources available to you. Hopefully you already know about some of our add-on features, such as advanced system training, the analysis training manual, the advanced analysis module and the time-saving document scanning module. But are you aware that we also hold an extensive resource facility of reports, automated features and alerts which you can access – right now? Ready to roll, or tailored for you Some of the reports and automated features are ready to go straight away; but we can also tweak reports for you, so that you get a tailor-made report set up by us at no extra cost. If you would like to discuss this further please just get in touch . It’s always our aim to make our customers’ lives easier, so why not let us work a bit harder for you, and save you some time. We look forward to hearing from you.

“Great customer service” has to be one of the most commonly used expressions in modern business. Yet how often do we see evidence of it in action – and what does it really even mean? Every business needs customers to survive. And unless you happen to be the only business in the world offering the products or services that you do, you’re going to need happy customers, otherwise they’re just going to look elsewhere. Happy customers come back again and again, perhaps ordering new or increased stock each time. They leave good reviews. They spread the word about your business, helping awareness grow and providing the holy grail of modern marketing – personal recommendations. Yet “customer service” can be an empty phrase, trotted out alongside a host of other overused terms. So what makes a customer happy? When a customer chooses your business, they are placing their trust in you. They trust you to provide what they want, when they want it, for the amount they have agreed to pay – and they trust you to do it with good grace, good manners, and leave them feeling valued. When trust is rewarded with good service, that builds loyalty. Trust takes time to build up – but it can be broken very easily. So the relationship you have with your customers is vital. If the relationship is strong, minor issues can be overlooked and the customer will return. If those issues occur frequently, or too early in the relationship, or are not dealt with satisfactorily, then you’ll be waving goodbye to that customer and watching as they choose a competitor instead. Strong relationships with your customers are built over time through a combination of factors: Communication Find the right balance between keeping customer informed, whether that’s about offers, out of stocks, deliveries, lead times or orders placed, but don’t overload them all the time, and don’t oversell. Personalised communication is best too, keeping offers relevant and well chosen, and making information about orders or regularly purchased products specific. Reliability It’s one thing to promise good service – but it’s only by actually demonstrating it that your customers will come to trust your business. Stock control is of course a huge part of this; ensuring you have the right stock in the right places is crucial, so it’s really important to have an excellent stock management system in place which allows for multi-site information to be accessed instantly – so if one branch is out of stock, you know where you can source it. Using intelligent analysis to predict demands based on historic trading data can be a massive help in this area, ensuring that you are catering to the most likely needs of your customers. Actions, as they say, speak louder than words, so always being the merchant who has the right stock, or can always get it easily, will put you ahead of the pack. Responsiveness In short, show that you’re listening. Respond quickly to queries and questions, update information promptly, act on feedback and prove that you’re really taking notice of what your customers want. The “you spoke, we listened” approach is amazingly effective when done with sincerity and not as an empty nod to service. Everyone wants to feel they’re being listened to, so make sure you are really hearing what’s being said. Good old-fashioned manners Everyone in your business has a role to play in promoting excellent service, from the delivery drivers to the trade counter operators, yard to back office. Smart appearance, friendly demeanour and considerate actions will always make a good impression – there’s no point having the best prices and products in the region if your delivery drivers are rude or inconsiderate, or your checkout staff are surly and unhelpful. Good manners are expected and yes, they’re quickly forgotten; but bad manners are remembered badly and can tarnish the reputation of your entire business. Make sure every staff member understands how important their role is in providing good service, and remind them that at every point, they are representing your company and playing a part in the customer’s experience. Nothing travels faster than negative reviews, so cover the basics and make sure your staff are on board with your business approach. Go the extra mile This is a hard one to quantify but it’s something that will stand out a mile and make sure your business is remembered for all the right reasons. It’s the staff member who really goes out of their way to help a customer, the deadline met against all the odds, the way a company apologises for a mistake from the heart and genuinely makes it up to a customer – those are the things that will be remembered, and will build trust and loyalty over time. Be grateful Without customers, your business will not survive. Customers don’t owe you anything and you are always competing with other businesses for their attention, their time, and their hard-earned money. Never, ever forget that. Celebrate their successes, ask what they want from you, and make sure every person at your organisation is as committed as you are to making every last one of them happy. The culmination of all these things is really all about making customers feel valued. Everything you buy these days comes with a thank you note or email attached, so it’s quite hard to do. Think about the last time a company made you feel genuinely valued – how did they do it? A public acknowledgement on social media? A special offer, tailored to you? A handwritten note from the MD personally thanking you? An invitation to an exclusive event? Often it’s the personalised messages that really stand out, offers that really make your life easier or offer exceptional value, or some other little detail that just stands out and resonates with you. Listening is a big part of it; not badgering constantly for more sales, more orders, more business. Loyalty schemes can be good but they need to add real value and qualify the holder for real benefits, not just be yet another card to carry around which never amounts to anything of any worth. Always consider how you feel as a customer and, as with so many areas of life, treat others how you would like to be treated. If everyone in your business from the CEO to the student intern is on board with your commitment to customer service, then chances are that attitude will come across in every interaction. Make their lives easier, add value, be considerate – and always keep your promises. The Ten-25 Service Charter We have always prided ourselves on our customer service – we are 100% dependent on the success of our customers. Their success is our success and we always try to take on board any feedback we get. The customer comes first Our customers rely on our software to run their businesses. Nothing is as important to us as providing the very best means for them to do that. No change for change’s sake In a society where there’s always a new iPhone, TV or digital service to upgrade to, it’s easy to be swept up in a tide of progress. We only make changes when we know it adds real value. Technology advances fast and we are committed to remaining at the forefront of it, harnessing its power for the benefit of our customers – but we don’t do change for change’s sake. We only do change for our customers’ sake. We are always listening Every system we have ever built has been guided by what our customers want. You ask for a feature, and we’ll do our damnedest to make it for you. You give us feedback, you can be sure that feedback is circulated throughout the whole business, and we make sure we act on it. Quality over quantity every single time We are not mass-market. We are specialised, knowledgeable and committed to excellence. That’s why we only work with businesses where we know our software can make a difference, and we won’t take on more customers than we can excellently serve. So when you work with Ten-25, you know you are getting the dedicated care and attention your business deserves. You put your trust in us, and we’ll go above and beyond to prove that you invested that trust well. We’re here to make your lives easier All our systems and processes, from the software we design to our helpdesk and account management teams, training and onboarding plans, are designed to take effort, time consuming jobs and pressure off your plate, so you can focus on your own customers’ needs. Great service is an ongoing chain – so we work hard to give you everything you need to deliver great service onward. Try the Merchanter Demo Pricing Features

In April 2016, the Government announced that there were to be extensive changes happening to the rules and regulations around data protection: the General Data Protection Regulation (GDPR). This will replace the previous rulings under the Data Protection Act and is the most significant overhaul of the laws surrounding data protection for over 20 years. These new rules will be enforced from 25th May 2018, and they will apply whether we’re still a part of the EU or not, so Brexit or no Brexit, you’ll need to make sure you’re familiar with the new regulations. And be aware – the penalties for failing to comply are pretty hefty, so you won’t want to be caught out. We would recommend that you check all facts and required actions by visiting the Information Commissioner's Office website. What data are we talking about, and who does this apply to? The data in question relates to the information companies hold about their customers and essentially encompasses any information that makes it possible to identify someone, from names and addresses to IP addresses or a wide range of socio-economic factors. The parameters have been widened since the Data Protection Act that most UK businesses currently abide by; so it is worth finding out exactly what data is included so you can make sure your processes are watertight. GDPR applies to any and every business operating within the EU that handles or processes any form of customer data. So, pretty much every business. What the penalties? That will depend on the severity of the case in question – but fines can reach €20m, or 4% of a company’s annual revenue, whichever is the higher figure. For less serious cases, the fine might “only” be €10m, or 2% of turnover, again whichever is higher. Currently, the maximum fine is £500,000 – you can see how much more severe the new penalties are, and we doubt anyone wants to lose that much money! Which is really why we’re making sure you know about it in time to make the changes you need to make. The key principles Article 5 specifies that personal data must be: processed lawfully, fairly and in a transparent manner in relation to individuals collected for specified, explicit and legitimate purposes adequate, relevant and limited to what is necessary accurate and, where necessary, kept up to date. Inaccurate data should be erased or rectified without delay kept in a form which permits identification of data subjects for no longer than is necessary kept securely It also sets out the rights that people have relating to their personal data, which includes: Being informed Having access The right to rectification Entitlement to erasure Restriction of possession Data portability The right to object Plus rights in relation to automated decision making and profiling. It will be up to each company to ensure they can prove that they have complied with the regulations fully; any business which cannot, could be liable to penalties. What should you be doing about it? Fortunately, there are several steps you can take to stay ahead of the deadline, but do remember to keep checking the sites above so that you know your information is the most current and accurate it can be. Check the links we have provided (above and below) to see all the official recommendations. You might want to consider a full audit of your current processes around data acquisition, handling and storage so you know exactly what your current situation is, and what might need changing. You will probably want to implement some staff training, and ensure you conduct a thorough review of HR policies. You need to make sure you have the right documentation procedures in place; it may be worth appointing someone in your organisation to head this up, to review and improve security features and minimise the amount of data you are collecting. You need to explain to your customers what data you hold and how you intend to use it, and – crucially – you need to get their written consent to do this. If the data will be handed to any third parties, that needs to be explained clearly too. One of the simplest, yet most critical steps you can take is to get in touch with everyone on your email database and get them to confirm that they’re happy for you to keep emailing them. If you don’t have their explicit consent, you can’t contact them further under the new rules; and if you do, you could be liable to be charged a hefty fine. What will we be doing about it? All of the above! Over the coming months we will be spring cleaning our databases and making sure all our clients and suppliers are happy for us to keep in touch by email. We need your help with this – so when we get in touch, please remember to confirm your acceptance so we can keep in touch with you. We will also be making double, triple sure we’re compliant with every detail in the new regulations, and we’ll be encouraging you all to do the same. In line with the GDPR requirement around “Privacy by design,” we will also be looking at ways to incorporate the new regulations into any CRM-related modules or applications that we develop, with the aim of making our customers’ lives easier, but please bear in mind that the responsibility for proper and correct data management will always lie with each individual business, so we cannot overstate the importance of familiarising yourselves with the requirements – sooner rather than later! For more information please see the ICO's UK GDPR guidance and resources Try the Merchanter Demo Pricing Features

You know that thing about icebergs, right? That the part you can see above the water is only a tiny portion of the whole thing? Well the same thing is true for eCommerce platforms, particularly when it comes to complex businesses like merchants and wholesalers. So if you’re thinking about implementing a webshop and are looking at eCommerce solutions – don’t forget to think about what’s going on under the surface too. eCommerce is a huge opportunity for merchants. Make no mistake, it’s where business is heading. More and more merchants are implementing webshops, and offering either click and collect or delivery services as well as just availability and product information. Customers, whether domestic or commercial, are becoming more used to simple, easy options when buying online – and merchants are scrabbling to keep up. Webshops and eCommerce platforms come with plenty of new challenges around how to keep up with a new pace of business, and adapt your supply chain and operations accordingly. So here are our top 5 things to think about up front if you’re considering implementing an eCommerce function in your merchant business: 1. Choose the right eCommerce platform for YOU It’s important to choose an eCommerce platform suited to your industry; for example, the guys at eCommonSense are doing a fantastic job for merchants and can provide very fast turnarounds and excellent advice. Do your research and shop around – not all platforms will be suitable, so choose one that will make your life easier and help you sell your particular type of products in the right way. 2. Make sure you have the right ERP system in place If you are thinking about developing an eCommerce platform, it’s important to consider how you’re running things behind the scenes. Using a fully integrated ERP system is a great way to ensure you are prepared for the demands of eCommerce, especially one which is Cloud-based and allows up to the minute access and information from your entire workforce. Choosing the right commercial system, one which is tailored to your industry and allows advanced stock management and stock control is essential, so you’re always on top of availability and identifying gaps and opportunities in advance. Your eCommerce platform is a bit like the cherry on the cake - and it still needs the cake there to support it. Oh, and don't forget about the "bricks and mortar" side of the business (which for some of you is more literal than others!) eCommerce is growing very fast, but plenty of customers still rely on the physical merchant experience so don't neglect availability onsite in favour of digital, or you could risk losing customers. 3. Get used to digital This goes hand in hand with the previous point, but if you aren’t already using digital, cloud-based systems to run the logistics of your business, it’s going to be a lot harder to get your eCommerce offering up and running and keep it working efficiently. Getting systems and processes in place that facilitate the easy transition to digital will do you enormous favours as you roll our your eCommerce proposition, so it’s really worth investing in the back-end to keep the front end working beautifully. Plus a good system will help you run both online and on-site merchant operations, so it's really worth investing in to prepare for the future, whatever your longer terms plans. 4. Communication is key Life in eCommerce moves pretty fast. You need to make sure you have the capacity to cope, not just with the potential for extra business and a wider geographic reach than you may have previously been able to reach, but also to communicate fast and effectively with customers, suppliers and your own workforce. Having a cloud-based system that allows for electronic PoDs, despatch notes and invoices , for example, speeds up the system data so you have a better handle on availability and order status in real time; and email and digital notification systems enable to you to provide better service to customers. 5. Work with suppliers who can keep pace and evolve with you It’s important to be prepared for success as well as risk in merchanting. If you’re considering an eCommerce system then chances are you’ve already considered the fact that you could well be about to escalate your business significantly, with easier access to a wider audience and a broader network of customers. So it’s really important to ensure that you’re choosing systems and partners which can expand and evolve with your business, preparing for future growth and not just current performance. Please do get in touch if you’re considering moving into eCommerce – we are able to advise on the requirements of your current system, and integrate your back-end operations with the front end selling platform. There’s a lot to think about, and we’re here to help you every step of the way. Try the Merchanter Demo Pricing Features