We are delighted to announce that 97% of customers are satisfied with the service that Lyreco offer and would recommend Lyreco to other businesses.
Our nationwide infrastructure enables Lyreco to truly delight our customers, and this has been highlighted with the exceptional scores we received in our logistics and delivery services.
Lyreco continue to strive for improvement and the annual Customer Satisfaction Survey provides the perfect platform to obtain customer feedback which in turn helps the business to make positive changes.
Lyreco have launched an exciting new mobile App for customers; taking their shopping experience to the next level.
Digitalisation is impacting our everyday lives in so many ways and business life is no different. The new Lyreco mobile App provides a unique link between paper catalogues and online, allowing customers to perform their regular tasks in real-time whatever device they are connected to.
The new App delivers key features that Lyreco clients have asked for, whilst retaining those which customers already use when shopping online including: simple product search, easy to order process, account management and order approval. In addition, baskets are synchronised so shopping can be started using the online ordering platform, Webshop and completed using the App and vice versa.
The App not only delivers these functions, but also incorporates augmented reality - Layar. Still rare in the B2B sector, augmented reality is a great tool to deliver an improved product discovery experience for customers. By simply scanning a page marked with the ‘Scan Me’ symbol, users can immediately launch a video, 3D animation, a PDF, a call to action, or a telephone number for Customer Services.
Lyreco's new mobile App is now available for you to download from the Apple App Store and Google Play.
On 22nd October 2014, Lyreco, were awarded the prestigious BOSS Federation Environmental Award for the third time in a row.
The British Office Supplies & Services Industry Awards recognise and reward those in the office supplies industry who can demonstrate real excellence and successful performance of their business. The panel of experienced environmentalist judges expected to see environmental initiatives over and above what would be considered ‘business as usual' in an organisation running a good environmental management system. An inventive and inspiring approach to initiatives was expected. Lyreco’s submission in the areas of “Zero Landfill”, “Energy Efficiency” and “Employee Engagement” really impressed the judges.
The award was received by our Quality, Safety and Sustainability team Manel Roura and Sally Shorter. Peter Hradisky Lyreco Managing Director commented “Winning the award once is a good achievement, winning it three times in a row puts the achievement at another level. I am absolutely delighted to be able to show to our customers that Lyreco is also a leader in this area. Becoming a sustainable business is a journey that requires the support of everybody in the company. Congratulations to all employees for making our Eco-Future vision ‘to be the reference for sustainable workplace supplies solutions’ closer to reality”.
We are delighted to announce that 96% of customers in UK and 97% of customers in Ireland are satisfied with the service that Lyreco offer and would recommend Lyreco to other businesses.
Our nationwide infrastructure enables Lyreco to truly delight our customers, and this has been highlighted with the exceptional scores we received in our Logistics and delivery services.
Lyreco continue to strive for improvement and this satisfaction survey provides the platform in which we can utilise customer feedback to ensure we delight customers each and every time.
In December 2013, Lyreco introduced the Tom Tom tracking and telematics system to a third of their distribution fleet.
102 vans across the fleet in 7 Regional Distribution Centres have now been fitted so that the movements of the vehicle can be tracked and a monitored for speeding, idle time, harsh manoeuvring or a significant event such as harsh braking, cornering, in addition to the overall MPG of the vehicle.
The system provides the Driver with a score between 1 and 10, with 10 being the best possible score.
The system also comes complete with Satellite Navigation with live traffic so drivers can route their fastest and shortest routes helping both driver and vehicle efficiency.
The aim of the Telematics system is to bring up the MPG of our Distribution vehicles and reduce our overall Carbon footprint in line with our Sustainability Project – Eco Future.
In November the 21st Lyreco was awarded a “Highly Commended” recognition in the Lux Awards in London. The awards celebrate and reward both creativity and sustainability among lighting professionals and individuals. The energy efficiency lighting project in the National distribution Centre was shortlisted in the “Industrial and Transport project of the year”. Although the winner of the category was “London Underground” for the implementation of LED’s, Lyreco was highly commended. This is an excellent recognition for a project that is delivering major carbon and cost savings. With an investment of £220K over 2 years, the project has less than a 2 year payback period. Electricity consumption from previous lighting has been reduced by 60% with annual savings of 685 tons of CO2 emissions. This is another example of how sustainability is high on the Lyreco’s business agenda.
Social responsibility is a very important part of the Lyreco sustainability strategy “Eco-Future”. Lyreco has always been committed to supporting charities and being involved in local community projects. In the past we have supported a large number of charities and in 2009 “Lyreco for Education” was created with the aim of supporting education projects in developing countries. The Lyreco for Education programme includes projects developed in Vietnam, Brazil and currently in Togo. In addition, Lyreco has supported Children in Need for the last 10 years as one of the national call centers collecting funds for the programme.
However, Lyreco also wants to contribute to the local community. Apart from being an employer of choice in Telford, Lyreco is a member of the BESST (Business Environmental Support Scheme of Telford) steering committee. To celebrate the launch of Lyreco’s new Sustainable Website in 2010, Lyreco launched a “Trees for Schools” programme, where, over a few months, 100s of trees were donated to schools in Telford.
When Lyreco was approached to be part of the “Telford and Crisis Network”, the Senior Management Team could not turn down the invitation. It is the ideal project where businesses can work together with groups from the public, voluntary and community sectors with the common objective of supporting people in crisis in the Telford area.
As a member of “Telford and Crisis Network”, Lyreco is able to demonstrate to its stakeholders that its social responsibility and community support covers both local and global projects. The network also provides the company with many opportunities for employee engagement, of which internal sustainability campaigns are a key part of the company’s social awareness activities.
Lyreco, and W.B. Mason, the 3rd largest U.S. office products dealer, are glad to announce a new global alliance.
Steve Law, CEO of Lyreco declared “This new partnership in USA confirms our continued global service proposition to our international customers. Lyreco’s international sales team can propose confidently to customers and prospects industry leading coverage in 44 countries. The similarities between Lyreco’s growth in its home markets and that of W.B. Mason in the U.S. are incredibly similar. The culture and spirit already developed between the senior teams of both companies in recent weeks has been excellent. However, what strikes me most is our mutual passion for customer service and close proximity to customers through an external professional sales force”
W.B. Mason, President and CEO, Leo Meehan says of the new partnership: “We are delighted with this Lyreco partnership. Lyreco’s world class global capabilities in delivered office and workplace products now makes W.B. Mason a first rate global solution for our customers. Supplying customers with the best overall solution for office products today now calls for us to be global in our thinking and capabilities. This partnership allows our customers access to the most complete international delivery system in the world.”
The Environment Protection Agency (EPA) in Ireland carried out a legal compliance audit in Lyreco Ireland. Lyreco is a registered producer of Electric and Electronic Equipment and Batteries and operates on Business-to-Business B2B basis. The purpose of EPA’s audit was to check compliance with:
“Waste Electric and Electronic Equipment Regulations” (WEEE)
“Waste Battery and Accumulators Regulations”
The audit was conducted in September the 3rd 2013 in Lyreco Ireland Distribution Centre by an EPA Inspector and Manel Roura our QSS Manager represented Lyreco. Areas covered in the audit were:
· Producer registration for WEEE and Batteries.
· Finance of the WEEE take back scheme.
· Storage condition of WEEE taken back from customers.
· Recovery targets for the WEEE taken back.
· Record keeping for all material taken back.
· WEEE Waste management Plan.
· WEEE Waste Management Reporting
· Statutory notices on display.
So, it was a very comprehensive audit with only 2 observations raised, which have already been closed. Once again, the audit highlights the level of legal compliance of all our operations in the UK and Ireland.
Lyreco are delighted to announce a new strategic alliance with Comix (China).
Comix is headquartered in Shenzhen and listed on the Shenzhen Stock Exchange. The company has developed a unique business model mixing manufacturing, distribution (50 sales branches / more than 30 000 retail shops) and Business to Business contract sales. Comix is amongst the best rated stationery companies in China. The company has generated a turnover of RMB 1,5 billion (EUR 180 million) in 2012 and employs more than 3 000 people.
Comix have developed their contract business since 2009, consolidating 2 leading distributors in Shanghai and Beijing. With 4 branches (Beijing, Guangzhou, Shanghai, Shenzhen), the sales force of Comix now cover the main coastal cities of China. A network of 25 service centers has been recently developed to increase the service level and the proximity with its customer base. This successful strategy enables Comix to offer a market leading proposition in the Chinese contract market. The contract business unit employs 400 people and has generated a turnover of RMB 300 million (EUR 37 million) in 2012. Pushed by the win of a significant part of the State Grid contract (largest electric utilities company in the world, with potential sales for Comix above EUR 50 million), Comix forecasts are to dramatically increase sales during 2013.
“Partnering with an international workplace supplies solutions leader will be a major asset to follow our plan to develop our contract business in China”, stated David Dai, Contract Sales General Manager of Comix. “Lyreco’s international customers will be recommended one of the best service propositions in China”.
Steve Law, CEO of Lyreco declared “This partnership in China adds a major country to the global service proposition we are offering to our international customers. Lyreco’s international sales team can now confidently propose coverage in 45 countries to their customers and prospects. Comix’s partnership strengthens Lyreco unique coverage across Asia-Pacific and enables to provide our customers a solution in 11 countries in the region including the 5 largest economies (China, Japan, India, South Korea and Australia)”. “Over the last 18 months, 8 new partners have joined the Lyreco’s community of interest which increase our global footprint by 10 countries” added Ludovic Teinte, Group Development Director of Lyreco
Lyreco have this month donated £5000 to a local initiative being run in the Telford borough in conjunction with The Telford Crisis Network. The network is an informal group of public, private, voluntary and community sector agencies who are working together to support people in crisis across the Telford region.
The Network aims to assist individuals and families in acute financial crisis. The Network agencies already provide a range of established and respected services including emergency food, emergency shelter, temporary accommodation, advice and support to resolve financial crisis.
Lyreco have been working with the Group for over 12 months supporting them in several areas such as
· Donation of laptops for community centre’s and shelving for the central food storage facility.
· Lyreco often run internal campaigns collecting food donations for the food bank
· Attending quarterly meetings to discuss the logistics and ongoing objectives for the project.
Manel Roura – QSS Manager for Lyreco commented “Lyreco are proud to be involved in this local community project and assist this proactive network of people to improve the lives of many individuals and families across the region”.
Despite the challenging business climate Lyreco has continued the pursuit and strengthening of its sustainability strategy.
We consider that we have a special obligation to play a leading role in defining and supporting a truly sustainable industry whilst support our customers in their sustainable approach.
In 2012 we have made great strides in a number of initiatives such as supplier auditing, green product assessment and ongoing energy efficient programmes
To find out more about our key initiatives and achievements please click here
Lyreco are delighted to announce the launch of their new Facilities Management Catalogue.
The catalogue contains a comprehensive range of over 1,800 products all dedicated to the facilities management of your workplace.
The catalogue includes over 160 new products including additional High Visibility clothing, Hazard Signs and Rigger and Wellington boots. Lyreco continue to review and extend the range to meet customers ongoing demands.
To view the interactive catalogue click here, or for a printed copy please contact Customer services.
Lyreco are delighted to confirm that following 10 days audit we have successfully been re-certified for ISO 9001 and 14001.
During the recent audit all elements of the management systems were reviewed, both at the Head Office in Telford and a number of regional centres across the UK and Ireland.
Lyeco passed with flying colours with no non-conformities identified which is a great result for the business.
Manel Roura QSS Manager stated “To pass the audit and re-certification with flying colours is a testament to the business and how integral ISO9001 and ISO 1004 is to our business. We are continually looking for ways to improve our management systems and processes to ensure we are not only providing an excellent level of service to our customers but doing so in the most environmentally friendly manner”
Lyreco have today expanded its proposition to include best-in-class printing services provided by Xerox .
In conjunction Lyreco have also launched “YourLyreco”: a tool which can be found on the Lyreco webshop, and allows product customisation and online products printing.
Having launched promotional product personalisation during 2012, Lyreco today announces the addition of customised print services to its product portfolio with a new solution from Xerox. The print on demand service is initially available across the UK and Ireland.
This high quality print service will include business cards, letterheads and envelopes. Both promotional and printed products are now accessed through YourLyreco: a new tool located on the Lyreco webshop.
Carole Keane, Lyreco Marketing Director, said: “Extending our service offering to include printed material brings Lyreco closer to its vision: to provide the very best services and supply solutions to the workplace business community. Xerox is the ideal provider for Lyreco and we look forward to a relationship that will flourish in the future.”
Through its exclusive venture with Xerox, Lyreco now offers a fast, ecological, competitively priced service with free delivery, online validation and with a one -stop shopping solution for all the workplace needs. Taking full advantage of the tool’s ‘What you see is what you get’ interface, the service only requires users to follow a few simple steps to achieve the desired customisation.
Julie Hesselgrove, Group President of Communication and Marketing Services Europe at Xerox, said: “the opportunity to be the provider of a high quality print service for Lyreco is an exciting new venture for Xerox. Our global buying power and strategic sourcing capabilities ensures we will always deliver a best-in-class print on demand service, ideal for Lyreco’s workplace customers. I am sure our new collaborative working with Lyreco will bring positive results for all. ”
YourLyreco: An exceptional tool for on line personalisation !
In order to simplify Lyreco’s new service offerings for clients, the company has designed YourLyreco: accessed directly from the Lyreco webshop, the tool is a state-of-the-art online facility to personalise promotional and printed products.
Not only does the tool ensure that ‘What you see is what you get’, but its streamlined and ergonomic interface saves time and promotes customer autonomy. It also allows for an online approval process, sample ordering and very clear information on price and lead times.
John Watson Group Marketing Director said: “YourLyreco” is a simple, easy to use, market-leading web-to-print tool that will enable customers to efficiently manage their printing needs online.”
As part of Lyreco’s sustainability strategy “Eco Future” we are continually looking for ways to improve our energy efficiency.
During 2012 we achieved a saving of 10% on electricity in our Head Office and National Distribution Centre (NDC) based in Telford which was the equivalent to 211 tons of CO2 emissions.
2013 has seen us further extend our plans by replacing lighting in our NDC to high energy efficiency lighting, the lighting will also include light level sensors which will dim the lights during brighter daylight hours.
The reduction in CO2 emissions is expected to be in the region of 0.10 tonnes per hour which will be a significant saving over a 12 month period.
This is just one of the many initiatives planned by Lyreco under the Eco Future strategy.
On Sunday 28th April, 5 members of our Senior Management Team joined 1000’s of people in Stratford for the Shakespeare’s half marathon. The day started very early with our not so athletic Directors building themselves up for the biggest personal challenges of their lives.
The reason for such an early start, they had all committed in January to compete in a half marathon to raise money for the Lyreco for Education (LFE) programme which has been supporting the welfare and education of young children in Togo since 2011.
Despite their lack of athleticism they all finished the race with respectful times and have managed to raise over £3500 in sponsorship to put towards LFE.
The aim of the LFE programme is to improve the education for children in the Togo region providing them with better access to higher quality schooling. Since the project was launched villages in the region.
Lyreco are delighted to have been awarded the prestigious BESMA Customer Service Team of the year award at an awards dinner held on 28th February 2013 at the Lancaster in London.
Organised by The Institute of Sales & Marketing Management, The British Excellence in Sales and Marketing Awards (BESMA) are considered one of the UK’s highest levels of recognition for outstanding sales achievement, rewarding the top achievers and use of best practice.
Rob Jones - Lyreco Customer Services Director, received the award on the night on behalf of his team and commented “to be recognised as the best Customer Service team in Britain has made me very proud and is testament to the fantastic service and professionalism that my team delivers to Lyreco’s customer’s day in and day out.”
Lyreco announces the launch of its new industry-leading Green Products Assessment process.
The detailed and precise methodology allows customers to easily identify environmentally preferable products on the Lyreco’s webshop and catalogue with a green tree symbol.
Further information accompanies each product, detailing why Lyreco deems the product preferable for the environment, providing an unprecedented insight into the product’s impact on the environment and allowing customers to buy green in confidence.
Lyreco is glad to announce the signature of a new strategic alliance with Officeday (Estonia, Latvia, Lithuania). This player is the historical leading distributor of stationery and office supplies in the Baltic States.
Officeday leads the office supplies distribution’s industry in the Baltic States with sales of EUR 21m in 2012. In the Baltics, the group was built up with several acquisitions (Aigas Nams –Latvia / Estonia, Tamore Finland / Estonia, Daily Service – Lithuania / Estonia). Trading under the brand “Officeday” since 2008, the new Lyreco’s partner is active in B2B contract sales to end-users and wholesale. Officeday also operates stationery retail in Lithuania with a mix of own (8) and franchise (14) stores.
The company employs over 200 people in its 3 operating countries and is headquartered in Riga (Latvia). Officeday is the only company to provide a pan-Baltic offer (account management, assortment, pricing) to its customers, granting the same quality of service level across the 3 different countries.
“We are thrilled to enter into alliance with Lyreco and to start working in a close relationship with an international workplace supplies solutions leader in order to consolidate our local leadership”, declared Martins Cakste, CEO of Officeday Baltics. “We are confident in our ability to deliver the best service in the Baltic States to Lyreco’s international customers”.
Steve Law, CEO of Lyreco declared “after a successful year 2012 with 6 new partnerships signed, we are delighted to start 2013 by announcing a new exclusive partnership expanding our worldwide coverage to 44 countries. Officeday’s partnership strengthens our European coverage which is the widest that can be offered to customers. This agreement also enables Lyreco to be the only contract stationer to offer a full coverage from the Nordic countries to the Baltic States”.
Lyreco is delighted to announce two strategic alliances with Akoffice (Turkey) and
Benir e-Store Solutions (India). These two players are leading distributors of stationery and office supplies in their respective markets.
Established in 1974 and based in Istanbul (Turkey), the Akçay family-owned company Akoffice is the leading office supplies distributor in Turkey with sales of TRY 43.1m (EUR 18.5m) in 2011. Akoffice is active in B2B direct sale to end-users and wholesale. The company provides a national coverage to its customers and employs 154 people.
The Akçay family also operates five stationery retails in the Istanbul area under the name Kirtasiye Dunyasi (“world of stationery”).
“We have had regular contacts with Lyreco for several years”, declared Alper Kisa, Deputy Managing Director of Akoffice. “We are now delighted to have signed this alliance in order to service Lyreco’s international customers in Turkey. We now want to further increase our leading position in Turkey with the support and great experience of Lyreco”.
Founded 10 years ago and headquartered in Bangalore (India), Benir e-Store Solutions is a leading B2B office supplies dealer able to service pan-India customers through its 8 locations in Bangalore, Chennai, Delhi, Gurgaon, Hyderabad, Kolkata, Mumbai, Pune. In 2005, Benir e-Store Solutions was the first player in the industry to develop an exclusive online in-house store concept in India. The company generated INR 370m of turnover (EUR 5.2m) in 2011. Benir e-Store Solutions is mainly owned by Mr. Hirji Narayan Patel family and employs about 120 people.
Hemanshu Naik, Director of the company, stated “Our association with Lyreco has come at the right time, when Corporate India is progressing toward working with a single vendor not only across India but also globally. We are very happy to partner with Lyreco for India and strongly feel that this strategic alliance will help us strengthen our market share and also meet Lyreco’s global requirements in India. We look forward to working with Lyreco and growing together in the future”.
Steve Law, CEO of Lyreco declared “we are delighted to announce two new exclusive partnerships expanding our worldwide coverage to 41 countries and more importantly covering these two main markets for our global accounts in line with our strategic plan”.
Lyreco has rewarded its top suppliers for 2011 at its annual ceremony, which brings together Lyreco’s key suppliers
This event is the pinnacle of a long evaluation process put in place
in order to judge the marketing and logistical performance of all suppliers.
Winners of the 2011 Lyreco Awards
The Awards were issued across eight categories and were presented by
Dave Walmlsey, Managing Director of Lyreco in the UK and Ireland and
Carole Keane, Lyreco’s Marketing Director.
• Best Logistics for under 35 SKU (stock keeping units): Mitsubishi Pencil
• Best Logistics for above 35 SKU (stock keeping units): Sealed Air
• Best Marketing Campaign: Bic UK Ltd
• Best EOS (Electronic Office Supplies): Energizer
• Best Paper: Sealed Air
• Best GOP (General Office Supplies): Avery Dennison
• Best Overall Supplier: Sealed Air
Lyreco also recognised Andrew Gilbert from Portucel as their Account Manager of the year.
Both Energizer and Sealed Air are now winners in their category for 2 years on the run, which is a fantastic achievement, and with Sealed Air winning 3 awards this year it is a true testament of the service they provide to Lyreco.
Carole Keane, Lyreco’s Marketing Director said “I am delighted with the results of the supplier performance assessment as the process enables us to identify key areas of development with our suppliers but also gives us an opportunity to recognise those suppliers that work incredibly hard to ensure our customers receive 100% satisfaction every time they place an order with Lyreco”.
Lyreco - core values at the heart of the selection process
Lyreco has always put ‘customer satisfaction’ at the heart of its strategy and as a result, expects the same level of commitment from its suppliers, whether that be in offering high quality products, an impeccable level of service, error-free deliveries or innovative marketing programmes, etc.
Lyreco have joined forces with Harper Adams a local college in Shropshire to reduce the amount of food waste sent to landfill from our Canteen at our Head Office in Telford.
Harper Adams was just one of three higher education institutions in England to have won a share of the £10 million set aside for ‘transformational’ projects under the Higher Education Funding Council for England’s Revolving Green Fund. The Anaerobic Digester plant, constructed in 2011, started generating heat and power at the end of April 2011.
Using farm and food waste, it is anticipated to offset campus carbon emissions more than three times over. Renewable electricity is produced from food and farm waste and provides a highly effective waste management system.
The waste is digested in the AD unit and recycled into a liquid fertiliser and compost, which can be used for the University College’s farm and grounds operations, reducing reliance on manufactured fertilisers.
• Creates renewable heat and electricity from waste
• Uses up to 12,000 tonnes of food waste that would otherwise have gone in to landfill
• Bacteria break down the organic matter in a tank releasing Biogas
• Biogas burnt to create heat and electricity
• Anticipated to save over 13,000 tonnes of CO2 per annum, offsetting campus carbon emissions more than three times over
• Other by-products of the process are a liquid fertiliser and compost that will be used on the college farm and grounds
All food waste created by the Lyreco Canteen and the surplus food left by employee’s meals at Lyreco's Head Office will now be segregated from the normal general waste. The food waste will collected and taken to Harper Adams Anaerobic Digester to create Biogas Energy and Digestate.
This is a fantastic opportunity for Lyreco to not only help the environment by reducing waste sent to landfill but our waste helps to create green energy & fuels.
Lyreco are delighted to announce that Lyreco paper ranked 3rd in the latest Opticom Paper Brand Awareness Survey.
The survey is conducted every two years in Europe. This time the survey comprised of 3000 interviews conducted in 10 European countries, France, Germany, UK, Italy, Spain, Netherlands, Belgium, Poland, Switzerland and Sweden.
The 300 interviews per country included a sample from Small Office/ Home-office users, Small/Medium size businesses and large Corporate paper users.
Lyreco were ranked 3rd behind Xerox and Navigator which are 2 strong branded papers, and have gained a place on the survey in 2009 where the Impega brand (previous own brand from Lyreco) was ranked 4th.
Lyreco received the highest score in loyalty and was amongst the top brands the interviewees thought of when questioned to name a brand of paper.
Lyreco are delighted with the results of the survey across Europe and reflects Lyreco’s strategy to provide the best quality alternative to branded products.