"We’ve never had any issues with the software from Ten-25. It’s great that it has continued to evolve over the years to meet our needs, and the time is right for the next natural progression" Robbins Timber is known as a specialist in marine timber, with the company’s roots in Bristol Docks going back to 1750. It has developed its own range of Robbins Elite Marine Plywood, and offers the widest range of timber and sheet material in the country. It also operates in general timber, and has full milling and planning facilities for a comprehensive, and often fully bespoke, service. However, being so adaptable creates a lot more back-office work, so one particularly appealing aspect of the upgraded system is the new CRM functionality. With comprehensive customer notes seamlessly stored alongside trading history, accounts and ad hoc certification and attachments, the new CRM module will make it easy for any member of staff to deal instantly with a customer query, no matter how complex or unusual their previous ordering. As a trusted supplier, Robbins depends on its existing customers for repeat business, and the CRM system should make that relationship stronger. As Richard Bagnall says, “Anything we can do to make it easier for people to work both with us and for us is a plus. We want to be the very best for our customers; so being able to see what they need on a repeat basis will help that, and give them faster and even more intuitive service.” Another element which will make a big difference is the Trading Analysis feature. Giving faster, easier and more flexible insight into the data already held within the system should prove a major benefit, providing user-friendly access to the information from whichever perspective is required. “The new Trading Analysis software is streamlined and simple to use, and will be familiar to new users. It is designed intuitively, so you can cut the data any way you want,” says Richard. “You can also look at several sets of data simultaneously – in previous systems you’d have to exit one thing before opening another. This way it’s all visible immediately, which makes it very slick and easy to use.” Stock management is always critical for any timber merchant, and again, the upgraded functionality of UniTrade360 will help Robbins to manage its supplies even more efficiently. We are also looking at developing a range of enhanced stock management features to help our customers still further, ranging from mobile apps to handheld devices. Every aspect of the system is always fully integrated, meaning all trading information is held centrally on either Cloud or system-based servers, regularly backed-up, and supported with an unbeatable promise of helpdesk service. ​ Every business has unique demands, and with as many specialist, niche market customers as Robbins, it’s vital to have the right system in place to not only meet customer requirements, but to surpass them, and plan more accurately for the future. UniTrade360 helps the day to day running of operations, with the sophistication and strategic insight to also expedite the year on year growth of the business.

Over 90% of accountancy firms are adopting popular cloud technologies – and over two thirds of those actively prefer cloud technologies over traditional methods*. According to research by Sage back in 2019, 90% of accountants feel there is a cultural shift towards technological adoption – and 91% said that technology had improved their productivity. What’s more, research from Xero takes this even further, suggesting that accountancy firms adopting cloud technologies are taking on a whopping five times more new clients than those on traditional systems. Why reinvent the wheel? The UK cloud accountancy market, which represents a huge (and growing) proportion of all accountancy firms’ preference, is dominated by a few online platforms (think Sage, Zero, QuickBooks etc). Many merchants use external accountants and bookkeepers to manage their finances. It’s pretty safe to say, therefore, that if you’re a merchant using an external bookkeeping or accountancy service, chances are they’re using one of these main platforms. "Over 90% of accountancy firms are adopting popular cloud technologies." So - how many of those accountants would you suppose are keen to have to learn how to use a new accounting system for every new merchant client they take on? It has been proven that adopting cloud technologies can massively increase efficiency and profitability for accountancy firms, but that relies on using particular platforms in which their accountants are already trained and skilled. They are unlikely to want (or offer) to use a third party system instead. Integration saves inconvenience Integrating your ERP system with an existing accounts platform, whether operated internally or handled by an external accounting team, makes sense. You get the best of both worlds: industry specific ERP software that enables you to actively improve the everyday processes, productivity and profitability of your business, combined with sector-leading accountancy software that you (or your accountancy firm) are already familiar with. Don’t pay extra for services you don’t need (or already have) Of course you may want an ERP system that incorporates its own accounts package, but bear in mind the cost, both in monetary terms and in time and resource, required to provide, learn and maintain that platform. If you’re already up and running with a recognised accountancy platform – you don’t have to change just because you take on a new ERP system. Modern system architecture is such that integrating with a third party platform can be just as (or more) seamless as having all that functionality packed into one system. And it’s often a lot less work to set up and use. If you would like 30 days of no obligation access to the Merchanter online demo system to see if it might be right for you, just register here for login details.

How merchants can take advantage of the digital economy: the BMF Digital & Technology Forum Digital is an essential part of the modern marketplace and has become a basic customer expectation – merchants must take advantage of the digital economy or risk losing out. This message came through loud and clear from the November forum organised by the BMF. The construction industry faces a range of significant challenges at the moment. While climate change is widely considered to be the greatest challenge of the modern age, it’s far from the only issue on the agenda. Covid continues to disrupt the global market from logistics to shopping habits, Brexit intensifies pressures on workforces and supply chains as well as the economy, and there is an ongoing and growing threat to merchanting from the retail sector, as giants like Amazon continue to make inroads into market share. On top of that, there is another looming issue in the shape of a shortage of builders in the UK, compounded by an aging population, Brexit, Covid and skills-shortages. The construction industry needs more efficiency from top to bottom and digitalisation has a big part to play in that changing landscape. Digital technology is about everyone, everywhere 80%+ of tradespeople use their phones daily as part of their sourcing and procurement process. It’s a huge figure and underlines the importance of digital accessibility for merchants. It also presents a massive opportunity for local outlets, as the section below on sales discusses in more detail. The pandemic has been an eye-opening experience for everyone, and tradespeople aren’t likely to return to pre-pandemic practices which take more time and effort. Digital isn’t a replacement for brick and mortar merchanting. It can actually drive more customers in-store, forge deeper loyalty and improve communication, as well as drive efficiency and profitability. If, as a merchant, you are yet to jump on the digital transformation train, we’d urge you to hop aboard as soon as possible, as the risks of being left behind are becoming greater by the day. Here are four key areas covered in the forum which demonstrate just a few of the ways in which technology can help merchants to take advantage of the digital economy and remain relevant and successful in today’s challenging environment. 1: Technology and stock management How do you offer a wider range of stock without incurring additional financial risk? Technology has an answer, according to Ed Bradley of Virtualstock. They’ve been working with huge brands in the retail space for a long time, including John Lewis, Argos and B&Q, connecting networks of suppliers online to offer a far wider range of stock via each stockist’s individual website. Offering an “endless aisle” approach, Virtualstock essentially links together the inventory from multiple suppliers enabling customers to browse and select products not necessarily held by the merchant whose website it is. Their software solution, “The Edge,” offers merchants the opportunity to vastly widen their online product portfolio, in turn driving additional website traffic and widening the customer base, by allowing customers to order products in effect directly from the third party supplier, with the merchant acting as a kind of facilitator, as opposed to running a marketplace offering. The system is highly interoperable, meaning it can integrate simply with other digital systems such as your ERP system (depending of course on which system you currently operate.) The advantages are significant, with Virtualstock offering a very secure, GDPR-compliant solution for merchants seeking to broaden their product offering online without necessarily having to take on more physical stock themselves. Using analytics (such as stock turn ), merchants should be able to identify the best performing product lines in their inventory, keeping core products in their own inventory while de-risking the stock profile by outsourcing slower turning or higher cost items which could be incurring more cost than they’re worth sitting in a merchant’s stock yard. To find out more visit virtualstock.com or email sales@virtualstock.com 2: Technology and sales – driving in-store sales from online shopping and making the most of local The power of local is huge when it comes to sales, and NearSt (Near Street) have developed a fantastic technological solution to use online traffic to drive in-branch shopping. Local search is a huge driver of footfall; “near me” searches on Google have trebled since 2017 and searches for “who has XYZ in stock near me” rose over 8000% in 2020 alone. There is a huge market opportunity for businesses able to provide the right data to take advantage of this rapidly growing trend. One of the biggest objections to eCommerce is the idea that it will cannibalise in-store or in-branch sales. The statistics, however, paint a different picture, and prove that the knock-on effect of broadened customer bases, great product information and convenient service can actually drive incremental sales on the shop floor as well. NearSt integrates a customer’s live product inventory with Google and Facebook to allow customers to see instantly exactly what products are available in-branch near them. It’s such a simple idea but is providing incredibly successful for customers who can’t wait for an online delivery and don’t have time to visit six places to find the right products. Search works from both angles: a customer searching a local merchant online can see what products it offers, or, if searching for a particular product, will be able to see which local stockists have it available then and there. Naturally this requires a digital stock management system to be able to integrate information accurately in real-time with the search engines or online platform such as Facebook. Thereafter however, it doesn’t require paid advertising or vast expense, and because Google actively wants businesses to provide great data, your organic search results are very likely to improve as well; 100% uplift is not uncommon. To find out more, visit Near.St 3: Technology and customer experience: “Using digital technology to enhance customer experience” Customer experience is vital for driving loyalty, repeat business and satisfaction, and Bradford’s are investing heavily in making sure their digital customer experience is adding value and usefulness at every step. Fergus Bell, Head of eCommerce at Bradford’s, gave a fascinating run-down of existing and pipeline plans for how the company is improving the experience of working with them for customers. Their approach includes, among many other things, a website overhaul, complete with trade customer portal with quick purchase options, built-in discounts and project lists. It will allow 24/7 access for customers to manage orders, accounts and returns, as well as increased personalisation for greater relevance and quality of experience. As outlined up front, mobile access is king when it comes to trade use of merchant sites, so Bradford’s recommend a “mobile-first” approach to web or app building, really putting the customers’ needs and wants first and building the solutions that they are asking for. Analytics and insights were highlighted as being key for excellent customer experience, and is something which the digital landscape lends itself to perfectly; online, customers’ movements, behaviours and preferences can easily be observed and monitored to help businesses respond quickly to what customers are doing. Fergus Bell recommends making the study of website analytics a “daily tool for decision-making” and talked enthusiastically about the wealth of information available through various sources online. Bradford’s is quick to say they have a long way to go and a lot to learn but their open and transparent attitude is refreshing to see, and they are happy to answer questions or advise any other merchants going down the digital marketplace route. 4: Technology and product data We’ve talked a lot about product data in the past (try this blog , for example) so we won’t say too much here. But the need for consistent terminology in product data is intensifying rapidly, driven by the increasingly digital platforms on which modern business runs. The scales of efficiency, inter-platform communication and customer experience involved are immense, and we would strongly advise merchants and their suppliers to embrace standard classification systems such as ETIM , to avoid the risks of being left behind. Product data is complex and not necessarily for the faint-hearted, but it’s also incredibly important, especially with an increasing range of safety standards and sustainability certifications coming into force in the coming years. So while it may not be a particularly appealing nettle to grasp, it’s vital that you grasp it nonetheless. As Paul Surin from IBM phrased it, “You need a data strategy. It’s vital to see data as an asset.” Modern business success is built on successful data management, and we really cannot overstate its importance. We would like to thank the BMF for another informative and entertaining forum. If you have any queries or would like to discuss any of the subjects raised, please get in touch – we would love to hear from you.

With builders' and timber merchants’ confidence on the rise*, despite supply chain challenges, things could be looking up for the construction supplies sector. Demand is still sky high and the majority of merchants nationwide surveyed for The Pulse by MRA Research are forecasting strong sales performance and growth in the next six months. Increased turnover is great, but it’s vital to ensure you are also increasing (or at the very least maintaining) profitabilit. And when you’re flat out busy and stretched to the limits, it’s not always easy to keep an eye on every ball. We have put together a list of 13 ways to make your merchant business more profitable. Some are quicker wins than others, but every item on this list is important. What would you add? 1. Grow your customer base Simple, right? Just get more customers! Easy! But how? Well that’s a bit more complicated and will rely on a great reputation for reliability, service and value. You might want to start by analysing your existing customer base. Who do you sell to most? Who don’t you sell to? Are there particular areas, trades or demographics you’d like to reach but aren’t? How could you start speaking to that sector, and what products or offers could you highlight to attract them? Do you sell online? Adding eCommerce and upping your digital marketing game is often a great way to widen your customer base – and statistics show that growing an online customer base can benefit your branch performance too. How do you go about identifying new customer opportunities? 2. Increase basket value One of the best ways to grow your profitability is to get the people already purchasing from you to buy more each time. How? Again, analysis will be your friend here. Look at what customers buy and when. Are there related products you could range closer together? Accessories and add-ons can be enormously valuable – not so long ago, Sainsburys identified than a tiny incremental basket increase would transform their business and lo and behold, recipe-based shopping came along to encourage those little extras, which added up to big profits. How can you encourage your customers to pick up something extra? 3. Increase basket frequency Yes, getting customers to spend more each time they shop is great, but so is increasing frequency. And how do you do that? Often, it’s as simple as communication. If a customer buys particular products regularly, remind them about it, or offer incentives for advance orders. Use bouce-back offers (buy this now, get a discount next time, with a time limit) to encourage return trips. Loyalty schemes can work a treat in these situations, as can regular product updates, in-branch events, launching new lines and email reminders. How else might you be able to encourage customers to shop with you more often? 4. Protect your margin Now, this sounds a bit obvious, but it’s really, really important, or you'll undo all the good the previous two steps can achieve . The overall benefit of increased turnover is completely lost if it’s not done profitably. If you’re not making a healthy margin, is it worth the extra resource and effort needed to make the sale? One way to do this is by ensuring you’re using a system with built-in margin protection settings. It’s a great way to empower your sales team to strike deals with customers and offer incentives, but with the safety net of margin protection which means they can’t process a loss-making sale without express permission. No costly mistakes, but also lots of time saved negotiating with managers. Did you know that eCommerce tends to return a higher margin that in-branch sales? It’s a combination of lower operating costs combined with non-negotiable pricing – and you might be surprised at how many customers are quite happy to pay a slightly higher price for that added bit of convenience. 5. Work with the right customers The notion that the customer is always right is a little outdated, and actually it’s really important that you know which customers are good for business, and which could be costing you dearly. Modern ERP systems and finance systems should be able to tell you very easily which customers are worth your time and effort, highlighting those who regularly default on payments, miss credit deadlines or don’t order enough to justify the level of discount they currently receive. Having that information readily available makes it so much easier to make a call on when to agree the deal or walk away, when to play hard ball on the invoicing and when it might be worth investing a little faith and giving more support. You know your customers better than anyone, but your software can help you see the true value of their business and make an informed decision. Do you know which of your customers are good for business and which are costing you money? 6. Work with the right suppliers In a similar vein to the last point, working with suppliers you can trust to be reliable, accurate and flexible really pays off. Again, your software can help here, letting you compare costs, delivery track record, price fluctuations over time, product ranges and delivery timings easily and quickly. You may even be able to use that information to negotiate better pricing or faster delivery, or simply to decide for or against using a particular supplier. How do you choose your suppliers? And how often do you monitor their performance? 7. Forecast more accurately OK that’s a big one, and it’s no easy task. We could in fact write an entire series of blog posts on just this one point, but for the sake of brevity, we’ll sum it up: use technology to your advantage here. Having the right information about seasonal shifts, product sales trends, pricing changes and availability issues can really help you to raise your forecasting game and make informed decisions about what to stock more of, and what to run on a leaner model. How confident are you in your forecasting? 8. Optimise your stock profile (and management) Again we could spend ages on this one but as we’re already 8 points in and we can feel you losing the will, we’ll keep it brief. When you know how different stock lines are performing across your business, it’s much easier to make informed decisions about stock replenishment, offers and incentives, merchandising strategy, display opportunities, range, depth and price points. Again technology can help hugely here, identifying gaps and opportunities fast and accurately, letting you access the stats to back up your stock profile decisions and saving a whole bundle of time in the process. It can show you when to hold firm on pricing, when to offer deals, when to change where something is positioned and what to replenish faster. And of course, it shows you which products are more profitable so you can choose which to focus on. How do you decide on your product range? 9. Streamline your operations and increase productivity Otherwise known as efficiency. Yes, this is another biggie and no, we’re not going to bang on about it for hours. In a nutshell, if you can do more with less, you’re going to make more money in the process. You may want to audit your processes throughout the business to identify where time-savings could be made. Looking carefully at how things are done will often highlight inefficiencies. Again, digital ERP systems can be a huge help here, offering automation on a wide range of time-consuming daily tasks, speeding up transactions, reporting and access to information, increasing accuracy and highlighting both risk and opportunities. We know of customers who have used the system to save so much admin time they have been able to redeploy entire staff members into sales rather than stock, and save significant amounts of money in the process. Having the right information helps you to focus on the areas that really need focus, and not waste time on the areas which are ticking along nicely. Where do you think most time gets wasted in your business? 10. Reduce waste Not only is this a major consideration from an environmental perspective, it’s also a good way to increase profitability. Waste doesn’t just apply to materials, stock or rubbish – it can also apply to time, resources and investment. Running your business more efficiently based on accurate, integrated, up to date information is a sure fire way to reduce waste, and making sure your processes are more efficient will save time and effort, thereby raising productivity. Accurate forecasting, as we discussed above, will play into this as well as you should end up with less wasted stock idling away in the yard, meaning you invest your budget in the lines which will sell through faster and more profitably. How else could you reduce waste in your business? 11. Invest in future-ready, flexible solutions This may sound like shameless plug for our software and yes, of course, we have a vested interest in encouraging you to think about Merchanter as your digital ERP system. But actually, the real point is to make sure you are not ploughing your budget into finite resources or legacy systems which simply will not be able to cope with the demands of the future. And when we talk about being future-ready, it’s not just about the brilliant benefits of modern system architecture or integrated apps and platforms. It’s also about anticipating the evolving needs and demands of customers and the wider market, and building the agile foundations that will allow you to flex and respond as those demands change in time. Older systems can’t do that quickly, but new, digital, cloud-based systems can. So whether you’re wanting to offer flexible /remote working, eCommerce options or simply scale up your operations as your business grows, you need to think about investing in something that can expand with you, and not need updating (at enormous cost and disruption) every few years. Do you feel ready to meet the demands of future customers? 12. Market to the right audience (and do it well) Knowing your customers is key for every business, irrespective of sector, size or location. Using a one-size-fits-all, blanket approach will rarely work, and will often cost a lot more money to do. Sometimes, paring back your marketing and communications to a very select group who are actually interested in what you have to say will pay much greater reward than trying to become the next Travis Perkins. Whether it’s harnessing the power of local marketing, becoming experts at SEO or deciding to send hand-written letters to your top customers to say thanks, less is often more when it comes to marketing – so don’t blow the budget on big ideas which won’t necessarily translate into business. Market research can often be worth its virtual weight in (literal) gold – ask your customers about what they want, listen, and see if you can respond. How well do you know your customers? 13. Get more training on your software to get better value from it When you first get an ERP system you’ll obviously need some training to get going, but often there is too much front-loading with this approach and by the time you’ve mastered the basics, you’ve already forgotten what you were told about the more advanced features. Invest some time (and budget, if need be) in some further in-depth training a bit further down the line and it will pay great dividends. Understanding the full capacity of the reporting and analysis functions, alerting, automation options and other more advanced features will help you not only understand what’s going on in your business in more depth, it will also help to actively identify new opportunities, pre-empt risks and drive efficiencies. You can measure the impact of initiatives and respond faster to opportunities and threats. Great ERP software is more than capable of paying for itself (and then some!) so it’s worth making sure you’re getting maximum value out of it. How well do you know your ERP system functions? Do you have anything to add? What are your top tips for driving profitability? We’d love to hear from you – why not tweet us your replies, or email us at info@ten-25.co.uk *Confidence and sales projection figures based on statistics shared in The Pulse by MRA Research and published by Professional Builders’ Merchants Magazine.

Every merchant knows that taking on an ERP system is a big investment. The best ERP systems can help you make better decisions every day, simplifying processes and driving productivity and profitability. But how do you make sure you’re getting as much value as possible from your system? Here are our top tips! 1. Make the most of training During the implementation phase your staff should be given plenty of training so everyone is comfortable using the new system. However, it’s impossible to take everything in at once – when you’re trying to get to grips with the basics, you won’t be able to fully take on board the more advanced functions, so talk to your supplier about staggering the training so it’s not all delivered in one bewildering chunk. You may also find that there are additional learning resources to back up the initial training, such as how-to videos or posts that you can access online. Again, talk to your supplier to find out what additional resources are provided to support your staff, and don’t be afraid to admit when you don’t know something – that’s what your supplier is there for! 2. Customise your KPIs ERP systems are powerful and contain a huge amount of information; and that can be overwhelming. Make sure you customise your dashboard so you’re seeing the most relevant and important metrics for YOUR role. It’s great being able to dive into the detail of every department but trying to keep on top of all of it, all the time, will be a distraction and will not let you focus on the most important areas. 3. Audit your processes to find efficiencies Developing scalable, efficient processes is an area where your ERP system can deliver huge value, so it’s really worth taking some time to assess how you’re doing things now. Your ERP system will be invaluable in planning and implementing efficient new ways of working, with consistencies and integrations across the business that will really pay off in terms of both time and money savings. 4. Set up alerts, automation and safety nets Credit controls, margin protection, automated invoicing and much, much more – your ERP system is there to work for you. Get to grips with all the alerts and in-built safety nets you can put in place to help your team work safely and confidently, all while keeping a focused eye on the bottom line. 5. Use the analytics and reporting features to get under the skin of your business Chances are you won’t appreciate in the first three months quite how much your system is capable of, so it’s really worth digging into the analytics and reporting functions once you’ve mastered the basics. The intelligent insights your system can deliver can transform decision making and productivity, and help you understand all the moving parts better. For example, when you know which customers are actually costing you money rather than making it, which suppliers consistently miss delivery dates and which products would actually sell better in a different format, you can really start to make those meaningful judgement calls that deliver better value across the board. 6. Integrate with other platforms The beauty of modern software systems is their interoperability, or in other words, how easily they can integrate with other systems. So you can link with existing financials packages like Sage or Xero, add PIMs or an eCommerce platform, and make sure the whole network is integrated to ensure consistency and great communication across every business function. 7. Play around with it! Don’t be afraid to play with your system and really get to know what it’s capable of. If in doubt, ask for more training, use the online resources or call the helpdesk and ask. Your system is there as a tool to help you, so it really pays to take the time to get to know it. 8. USE IT! That sounds obvious, but if everyone across your business is hooked up to the same system, the quality, accuracy and consistency of information across the business will be better. When everyone finds a system easy to use, more people will use it more often for more things, and the quality of information therefore continues to improve. The more you and your people put in, the better the system gets! If you’ve got everyone from yard to board room on the same system, chance are you’ll have incredible control and visibility across the entire business, allowing you to make faster decisions confidently, and offer enhanced service capability. As we said, an ERP system is a big investment and you need to know you’re getting good return on your investment. The best systems should be able to not just pay for themselves but actively add value back into the business, so if that’s not happening, talk to your supplier. They should be able to help you and your workforce. And don’t forget, new features are being designed and added all the time so again, if you have a bright idea for a feature that you think would make life even easier – just ask! If you’d like to try our digital ERP system Merchanter for yourself, just register here and we’ll send you login details for our online demo system. We can give you a guided demo if you like, but it’s so so simple, we think you can work it out!

Being on hold sucks. It’s frustrating – if you’re reporting an issue, you want it dealt with quickly. If you’re having a new system implemented, you want your staff to have quick and easy access to training. And if you need to speak to someone, you want a real person at the end of the line. We are investing heavily in the most important areas of our business to ensure we are delivering the best service, the best products and the best experience for our customers. That doesn’t mean hefty marketing budgets and shiny new graphics – it means developers, quality assurance testers, system trainers, administrative gurus and helpdesk analysts so you have the support and resource you need, from real people, when you need it. Our customers stand to benefit from these changes, getting the best of both worlds with team members who have had 20+, 30+ years with Ten-25, tied with fresh input from new starters in training, development, testing, helpdesk and project management. We are really excited at the combination of seasoned industry experience and the fresh perspectives and innovation of our newer members, echoing the mix of brand heritage and product innovation for which we’re known. New people If we want to carry on delivering the best possible service for our customers, then we need more people to help us do that. We have taken on several new starters in the last few months in all areas of the business to help deliver the responsive, reliable service we’ve been renowned for over the last 40 years. We have added to our helpdesk service with a “first line of defence” team dedicated to solving day to day queries and issues, backed up second line experts, and taken on a junior developer to help us create, test and deploy new system features. We have taken on a dedicated QA tester to rigorously test and retest not only the new features we add to the system but also to monitor and control impact on the rest of the system functions. Some of you may already have met our new Senior System Trainer, Darryl, who has joined us to help the smooth onboarding of new customers as well as implementing training and development programmes to help existing customers get the best from their systems. He is also developing online training resources to make things easier for customers. In just the last year we have welcomed: Jason Dunn – Jnr Services Engineer Darryl Rabot – Senior System Trainer Rachel Cable – EA to Ian Oldrey, Administration and Sales Franck Lahmeri – Quality Assurance Tester George Burgess – Jnr Developer James Green – Jnr Service Analyst Omer Khaled – Jnr Service Engineer New systems We recently launched the Merchanter.com website for our customers, offering more detailed training and updates about our system. We are in the process of implementing a new helpdesk service with more automation and control for users, allowing faster resolution of smaller issues and effective escalation for things needing more complex solutions. We are also investing in new admin, finance and communication systems to keep our team connected and ensure nothing ever slips through the gaps, helping us to deliver even better service and updates for our customers. New partnerships One of the brilliant things about modern cloud software systems is the integration capacity with third party platforms. Our recent partnership with BPA is making all sorts of third party integrations much more straightforward, from accounting platforms like Sage, Xero and Quickbooks to eCommerce solutions like Shopify, eBay, WooCommerce, Amazon, eCommonSense and more. The potential here is almost limitless, so please do talk to us if you’re looking to add functionality to your operations and need to ensure your ERP system is feeding the right information through. New functionality We are always developing new features and ideas to help make customers’ lives easier. From the unique Stock Confidence metric which gauges the accuracy of your stockholding numbers over time to features so new we’re not actually allowed to talk about them yet, innovation lies at the heart of our promise to customers. We love the possibilities that technology offers and we work tirelessly to harness those elements of it which can benefit our customers most. New ideas? We are always open to feedback and ideas so if there’s something bubbling away at the back of your mind that would be useful for your business, please don’t be shy! We have lots in the pipeline which we’ll be announcing in due course, but there is always an insatiable appetite for more, so please let us know what you would love us to develop! We talk a lot about providing software that helps our customers to grow their businesses, and we know first hand how tough growth can be. So please rest assured, we’re working on it. It may not be perfect, but it’s happening, and we are absolutely committed to growing and learning alongside our customers to provide unrivalled service to back up unparalleled software. This is what growth looks like.

As a merchant business, optimised stock management is really important. Having better visibility of what stock you have available where, and how quickly you can get it, is key to providing good customer service. But availability isn’t the end of the story. You also need to be profitable, while offering competitive pricing to win customers’ loyalty. Yet resource is always stretched thin and most businesses don’t have the capacity to be keeping an eye on every single item all the time. In an ideal world, there would need to be an element of automation involved to free up your workforce’s time to focus on the most urgent issues and keep on top of the items which are needed most often or which represent the best sources of profit and revenue for your business. Well, the world may not be ideal, but we are working our collective socks off to get a lot closer to it. So here are five metrics which can help you not only create efficiencies in your stock management processes, but also reduce waste and improve profits. 1. Low Stock Items (aka "What do I need to order next?") Sounds simple - and it is! This is a very straightforward tile which sits on the dashboard and lets you know how many stock lines are running low, thereby instantly drawing attention to the items that need checking. Flex bonus: you can set your own criteria as to what constitutes “low” stock for a given product line, and of course you have all the info to hand to make the decision about whether to restock a particular item or range. 2. Orders Without Stock (aka "Better check it's all in hand!") Again, fairly self-explanatory, but this is a really important one for managing customer service levels. The tile simply tells you how many orders are currently on the system that don’t have the right products in stock to fulfil the order. It speeds up the process of checking where gaps may be, and is a quick way to help you check that everything is in hand. If you know an order will be delayed it lets you then manage customer expectation up front, or take steps to avoid the delay in the first place. 3. Stock Valuation (aka, "Instant sense check of stock vs sales") This is an at-a-glance total of the value of your current stockholding. It’s not necessarily vital every day but it saves a lot of digging around for information or report running, and you can set your own parameters for alerts and warnings where necessary to help you keep on top of things. It is a great sense check of how stock value relates to sales, which can highlight any worrying gaps, either where sales are not sufficient to warrant the current stock valuation, or where stock can't keep up with forecast sales. There is no right or wrong, but it's a really useful indicator! 4. Stock Turn (aka, "How hard is each product working for the business?") This is a brilliant little metric which helps you understand the true value of every item in your stockholding. The crux of the matter is, it lets you see exactly how much value each item is adding to your overall stock profile. You can then make more informed decisions about ways to improve, either by splitting out problem stock lines in new ways, running an offer or sale on a particular product line, or changing the purchasing patterns. Whatever decision you make is up to you, but the key is you get a clear and accurate view of how well every item in your inventory is working for your business. 5. Stock Confidence (aka, "How accurate are my system stock figures and where do I need to focus?") This exclusive feature can revolutionise your stock management processes, streamlining the way you run things and massively reducing the time taken. Stock Confidence is essentially a gauge of the accuracy of the stock figures held in your system. Expressed as a percentage, it is calculated via a complex algorithm that takes into account a number of factors which contribute to erosion of stock over time, such as sales, damage, theft, loss or error. The biggest advantage is that it instantly shows you where you need to focus your attention across your stockholding, reducing wasted time, optimising availability and identifying gaps and opportunities. Find out more about Stock Confidence here. Who does it help? These stock metrics are relevant to many roles within a merchant business. These include: Stock controllers and managers – optimising stock availability and value day in, day out, and forecasting stock requirements; simpler, faster, more accurate stocktakes etc Buyers – Anticipating stock requirements to ensure availability of the right products at the right time to help optimise stock profile and profitability etc Sales team – To provide better customer service and fulfil more orders; to create opportunities on the most profitable lines of stock and plug gaps where there are issues etc Customer Service Team and Administrators – easier access to information; answering client queries; certification access and much more Commercial Director – Maintaining profitability, availability and range; forecasting; P&L management etc Managing Director / Owner / CEO – instant transparency of stock levels, turnover, availability and profitability; enables optimisation of stock profile and investment; quick visibility of stock performance etc Like what you see? These are just five of the metrics included in Merchanter that will help you manage stock more efficiently and profitably. If you would like to find out more, please get in touch, or try the demo system for yourself.

On the last day of September, on a day which started sunny and finished teeming with rain, a couple of the Ten-25 team were lucky enough to be swanning about at the Intercontinental Park Lane, pretending we’re quite used to suits and heels (and not wearing pyjamas from the waist down, you'll be pleased to know!) The TTJ Awards have long been a staple of the timber industry social calendar and have always been enjoyable. But given the upheaval of the last few years and the general stress going on in the world, this year felt particularly special. There was a real buzz in the air and the sense that people really valued being there, in person, catching up with old acquaintances and making new ones. Perhaps we become blasé about these sorts of events if we attend too many of them – and perhaps the events of the last two years, and the uncertainty and upheaval of the world around us today, gives us all a renewed appreciation for the company of our fellow humans, and an excuse to be joyous and celebrate together. Hosted expertly by the hilarious and slightly outrageous Paul Sinha, the awards themselves were an excellent summary of the qualities held in highest regard by organisations and customers alike: excellent quality, genuine service, responsiveness, creativity and resilience. Our heartfelt congratulations go to every nominee and of course to every winner. But we would like to raise a glass to the whole timber industry, which in the face of unprecedented challenge, still finds the energy, the innovation and the strength of character to keep evolving and growing, overcoming new obstacles and working together to find better solutions. Our hats are off to you all. Read more about the awards and its winners here , or see the event gallery here

Prevention may be better than cure – but what should you do when mistakes happen in your merchant business? “Take chances, make mistakes. That’s how you grow.” Mary Tyler Moore The news is full of examples of things going wrong, on many different scales. Whether you’re a politician, a weather reporter or a business leader though, how you handle things when mistakes come to light really matters. It’s important to recognise at this point that we are not comparing business with the behaviour of anyone who may have been in the headlines recently. We are talking about genuine mistakes and mishaps that can happen to anyone, in any business; how to prevent them, ideally, but also how to manage them when they happen. First up, it’s vital to be able to establish facts so you can understand how a mistake happened in the first place.. Just the facts, ma’am If something goes wrong in an order, delivery or other process at work, it’s important to find out what happened and why so that the relevant action can be taken to rectify it. That’s not about assigning blame or getting opinions, mitigating circumstances or different defensive versions of the event. It’s about establishing facts – and your ERP software / order and stock management system should be a really valuable tool for that. If every interaction with customers and suppliers is recorded in the system, it’s really easy to identify where things went wrong. A typo on a price here, a missing decimal point there, an incorrect email address or a confirmation button not pressed can all escalate into big issues with customers. Your system should be keeping track of things like different versions of quotes, final agreed pricing, negotiation discussions, product specifications, milling and processing instructions, delivery notes, product certification, invoicing and much, much more. There should therefore always be a simple audit trail available to establish what was agreed at what point, by whom. That makes getting to the bottom of an error much easier and much quicker. The best solution is always prevention There are plenty of safety nets your order and stock management system can have in place to help avoid mistakes in the first place. Credit control limits, margin protection, perpetual stock-take capability and many more can be put in place, with alerts set up to flag the issues and ensure nothing is missed. Having clear and up to date visibility on all the key metrics for your area of the business is critical, so you can nip issues in the bud and see where the problems are before they escalate. But with the best will in the world, mistakes can still happen. So here are 5 steps for handling errors – and perhaps motivating your workforce and customers at the same time. 5 ways to handle mistakes in your merchant business Don’t evade. If a mistake was made, be honest about it, apologise, and take steps to make things better. Identify how the mistake happened. You can’t prevent a situation from happening again without understanding how it happened in the first place. The critical part here is to avoid blame – this is information finding, not judgement day. Take action to prevent similar mistakes happening in future. Human error? Find a way to put checks in place to minimise that risk in future. Process error? How can that process be changed to flag issues or to include an additional step to double check it? Software error? Work with your supplier to address the issue and find a fix or safety net for the future. Communicate what you have done. This one’s really important, especially when a third party (customer, supplier etc) is involved, as they will want to know what action has happened. Reassure those involved. When a mistake has happened, there is little point in blaming and shaming anyone. Owning up honestly to failure or error is not easy for anyone, and it’s important that every member of the workforce feels safe to say what happened, honestly and without undue fear or anxiety. While that responsibility will often sit with the people in charge, it’s just as important for colleagues and peers to recognise that mistakes do happen – it’s how you handle them that makes the difference. None of us is immune to making mistakes, and working in an environment where honesty and courage to speak up are celebrated is enormously motivating. "We learn from failure, not from success." Bram Stoker No-one is infallible, and no system is perfect. Equipping your business with the right tools to help stay on track, see what’s happening and be alerted to risk is vital – alongside an understanding culture which celebrates honesty and intention, and accepts that error is an inescapable part of growth.

We all know modern technology is incredibly clever. It’s powerful and complex and capable of pretty much anything. But is it useful? With so many examples of overly “smart” devices and things being too clever for their own good (like only being able to turn your car fan down by going through an electronic screen, or requiring an app for your toaster), there’s no doubt that sometimes the human element of tech development gets lost. While the potential output of complex systems can be impressive, the impact is lost if you need an engineering degree just to use it correctly. If something is a headache to use, chances are you just won’t use it that often. But what if that “something” is the business system you have to use for every process in your business? What do you think the overall impact on productivity, efficiency and staff wellbeing will be? Our aim is to make the best ERP system for timber merchants, builders merchants, plumbing suppliers, steel stockholders - you get the picture. And in order to make the best business systems for merchants, we need to understand the people behind the business, and the processes that those businesses use every day. And we need to make it as easy as possible to use. Tech should make things better As a team of developers and product managers, whenever we’re considering a change to the system we ask ourselves several questions. These include: What does it do? Does it make the job easier and / or faster? Does it add value in some way? Is it better than a human could do it? How is it an improvement on the way it was done before? Is it the easiest it could be? And unless we’re satisfied with the answers, we won’t make the change. If you’re thinking about taking on a new piece of technology at work, it’s worth asking yourself the same questions, and make sure you try different solutions out there in the market too – because not all systems are created equal, and not all have the user front of mind when they’re being developed. Putting people before technology When technology is created with real human input and the users of it front of mind, it can be immensely useful. AI, machine learning, big data … the list goes on, and you’ll doubtless have seen plenty of mention of it all online. And it’s clever stuff, with enormous potential to help every individual in every business, as well as the business itself. But if it’s so complex to use that no-one wants to – or is able to – use it, what’s the point? It’s not a new concept. In fact, the simplification of tech is a huge movement across the whole SaaS sector, from drag and drop website creation platforms to simplified graphic design, “no code” development sites and financials for beginners, it’s a veritable goldmine of user-friendly technology out there for the taking. But when you start looking at industry-specific technology, it’s not so simple and there are fewer straightforward solutions out there. Yes, that’s partly because you’re dealing with complex business structures and advanced functionality, but it’s also because complexity is an ingrained habit – and it’s lazy. Industry technology providers should be going further and doing more to simplify everything about their systems, from the language they use to talk about them in to the useability of the systems themselves. We believe passionately in the need for simpler, user-friendly technology that does not compromise functionality or power. Our systems are always evolving and improving, so we’ll never claim to be perfect. But we are so sure that our system is easy to use, we’ll give you a 30 day chance to test drive it yourself, with no salesperson loitering and no tech expert needed to show you around. Try before you buy If you’re out there looking for tech solutions for your business, make sure you get a chance to actually use it before you decide to buy it. Because all the cleverness in the world will be no good to you whatsoever if no-one knows how to use it properly.

If so, you’re not alone. Many merchants still need to close their doors to conduct a full stock take, losing out on trade and often having to spend very long days (and evenings) tallying up the count. But do you have to? Why do merchants close for stocktakes? There are two key elements making it necessary for some merchants to shut down to conduct a stocktake. Firstly, merchants carry a lot of stock. In some cases, we’re talking tens or even hundreds of thousands of product lines, so the time taken is significant. Without all hands on deck, the job simply wouldn’t get done if there still had to be capacity to serve customers and get everything else done. But perhaps the biggest reason is actually one of time – and how stock moves around and through the business even in relatively short periods. While a branch is closed, time (and stock) effectively stands still, enabling an accurate check of all stock held in each location at that point in time. A stocktake, then, is a snapshot, an accurately captured account at a given moment in time of all the stock currently in the business. Therefore, if you are mid-stocktake and a customer buys a load of timber straight after you’ve counted it, your figures won’t account for it. If a delivery arrives straight afterwards, your figures won’t account for it. And if there’s a lorryful of materials in the yard waiting for a delayed collection? Well – there’s a chance your figures will account for it, when perhaps they shouldn’t! So what’s the solution? In an ideal world, every merchant would have such accurate control over your stock day-to-day that they wouldn’t need to close at all. The figures shown on the system would accurately reflect exactly what’s on the ground, taking into account what’s on order, in transit and reserved. This level of perpetual inventory is not easily achieved, but you can get closer to it. And when you do, your business will benefit. Currently, closing your business causes disruption and could mean you’re missing out on valuable custom. It’s also very short-lived – no sooner are branches open again, the stock is on the move and the numbers start to become less accurate. Merchanter, our cloud ERP software for merchants, is packed with features that help merchants to monitor and analyse both stock holding and stock movement more transparently and easily. Over time, you can build up the level of accuracy and trust in the system so that you can be totally confident in the figures it’s reporting, and the information across the whole business will be correct. Here are just a few of the key highlights: Comprehensive information throughout the business Merchanter offers such great accessibility that all members of your workforce can use it, meaning that all information from delivery lorry to yard to sales office to boardroom can be recording accurately and currently, keeping all the information in the business up to date. As it’s a cloud system, users can log-in from the yard or warehouse, and products can be scanned or manually entered onto the system directly. (You can of course also import stock figures from a spreadsheet as well if you need to) The system will also take into account online orders, if you’re using an eCommerce system, and logistics and processing will also be recorded. Commonly, we hear merchants saying that if products or materials are being milled or converted, they can’t be counted as part of the stock control process. However, while it may take a little more effort than recording materials readily available in the yard, it is entirely possible to incorporate these products, thereby giving a far more accurate picture of your entirely stockholding at any given time. Timing is everything The crucial point about using Merchanter live for stock counting is that it records down to the second what is happening where, so it keeps a really good, accurate record of stock movement through the business – not just sales. When every part of the business is integrated, from milling and processing to logistics to sales, it’s much easier to keep track of everything. Because it’s up-to-the-minute accurate, it allows you to keep trading even while stocktakes are happening, because the figures are “live” at all times. Stock confidence Merchanter has a metric called Stock Confidence, which was developed specifically and uniquely for this system. Expressed as a percentage, it is used as a gauge to determine the accuracy of the stock figures your system holds, allowing you to build up your own trust in its accuracy over time. For example, straight after a stock check the figure would be 100% but over time, it takes into account natural erosion, error and other factors which lead to stock figure discrepancies. The bottom line is, this figure helps flag up which items of stock need checking, so you’re not always having to manually check every line of stock – so it makes the job much more manageable as it signposts the areas where focus is needed. A complete, integrated view of the business When you have accurate, detailed information at your fingertips about the movement of products throughout your business (including length reporting, pack reporting, milling and processing and much more) it’s much easier to make smarter decisions around stock replenishment, stock profile and much more. Alerting flags the gaps and issues fast, letting you take evasive measures sooner, or at least keep communicating well with customers and suppliers, and price tracking, margin protection and credit controls keep you trading profitably as well as accurately. So on the one hand you have your Stock Confidence score prompting you on what needs checking, hand in hand with the direct information entry process which takes away the time delay, which was what made you need to close branches in the first place. It won’t happen overnight. The more people you have using the system, the better the information in that system will be, and the more you will be able to trust what it tells you. The value is something you will see in action, in how it can intelligently optimise your stock and trading processes to help you streamline for ultimate efficiency while safeguarding margins and making your business more productive, and more profitable.

Rising costs are affecting everyone and every business at the moment, so it makes sense to find ways to reduce overheads. But how can merchants do that without cutting jobs? Demand is high in the merchanting sector and everyone is rushed off their feet; customers still expect great service, and no-one wants to reduce their workforce or cut pay. Do also bear in mind that lots of regions offer grants and loans to help businesses out, so make sure to look into what’s available in your area. Check out apprenticeship schemes too, as there is a lot of government assistance available to help with those costs. We’ve got 10 great ways merchants can cut costs without cutting headcount. 1. Transport Planning The cost of fuel is astronomical right now so even small improvements in logistics efficiency can save significant amounts of money. Plan loads to get the greatest efficiency from each vehicle; plan routes so drop-offs are grouped as much as possible; and discuss timings with customers so you can meet their actual expectations, not your interpretations of them. Many customers are happy to either wait a couple of days if it means paying less, or might be prepared to pay more for faster turnarounds, so have the conversation if it’s costing you a lot. 2. Automation Your ERP system can be a huge help in driving efficiencies. Automating repetitive, time-consuming tasks like emailing invoices, delivery notifications or reminders can free up a lot of time which could be spent more valuably on other areas like sales, merchandising or stock management. Automation can go way beyond simple emailing though, with automatic tracking and alerting across most business areas – such as: 3. Track & respond to market pricing If you’re not monitoring and reacting to the rapidly fluctuating cost price of materials, chances are you’re losing money. Use the technology tools you have to actively monitor changes in cost prices, and be prepared to change your pricing quickly. Again, your ERP system is a really valuable tool in helping with jobs like this as you can set the monitoring up automatically. 4. Stop closing for stocktakes If you are still having to close your business down to conduct a manual stock take, you are losing revenue, pure and simple. Upgrading your stock management software to a system that facilitates simpler perpetual inventory and highlights potential gaps and issues ahead of time will let you continue trading with greater accuracy and efficiency, and save your workforce time in the process. 5. Use advanced stock management tools When you can see at a glance how different stock lines are moving through the business, it becomes quick and easy to identify what products are performing, and which are a drain on the bottom line. KPIs like Stock Turn show exactly (and clearly) how well each product is performing so you can make better decisions about merchandising, replenishment, promotional activity or even re-processing into different length or pack configurations. 6. Protect your margins Setting limits for margin protection in your ERP system is a great way to ensure you are always trading profitably, no matter what offers are on the table. 7. Stop duplicating effort This is such a drain on time and efficiency and costs businesses a huge amount every year. Inputting information multiple times (for example, having to copy across manual delivery notes or stock information into the system) wastes time and also creates more margin for error as the information in the system isn’t always up to date. Using a real-time, digital ERP system which can have information uploaded from anywhere will save vast amounts of time and effort, and reduce error along the way 8. Understand your customers' value Knowing which customers are good for your business and which actually cost you more to serve than they make is a really powerful thing in any business. Credit controls within the system can help you to manage risk up front, and analytics tools let you see at a glance which customers are worth your time and resources, and which should perhaps be bumped down the priority list. 9. Reduce waste This is an obvious one but you might be surprised at how many ways there are to do this across the average merchant business. From including instructions on sales and production orders for dealing with leftover stock, improving stock storage options to reduce damage and loss and actively managing stock to ensure optimised churn and reduced loss, there is huge capacity to reduce waste. Also consider what efficiencies you can introduce for heating, lighting and water on-site and in-branch, as small differences can really add up. 10. Know your financials This goes beyond using a great financials package for your business management and commercial transactions. It’s also about understanding the terms your bank offers, the credit terms and credit insurance rates you can negotiate, currency exchange rates, your vehicle fleet management arrangements, insurance, employee perk schemes and yes, your energy and fuel providers. There are lots of costs involved in running a business so don’t fall into the expensive trap of ignoring the fundamental overheads. Beware false economies of course, and always look at the long-term cost implications of any agreement you enter into. It's also worth making sure you’re only paying for what you actually need. Take your ERP system, for example – if every user from driver to MD is paying the same for their system access, chances are someone will be paying over the odds for functionality they simply don’t need. Be prepared to negotiate, and look for flexibility so you only pay for the features and functions you really need. Be ready for future change One final point is around the rate of change itself. The last few years have taught us that agility is vital, that often in business we must react and respond to external circumstances and be able to pivot fast. Choose the systems for your business that allow you to do that, like cloud-based software that can adapt and evolve alongside your own shifting path. That way you are ready to move with the times, rather than having to start from scratch every time. What are you top tips for cost cutting? We'd love to hear from you!