Vendor Information Sessions for OFF47 Office Supplies 9.26.18.docx

Vendor Information Sessions for OFF47 Office Supplies, Recycled Paper and Envelopes Metro Café Thursday, September 20, 2018 10:30 a.m.-noon and 1:00 p.m.-2:30 p.m.

Attendees: SSST Members (Jodi, Glenn, Karen, David, Jessica, Rick, Julia)

Morning Vendors:

WB Mason, CAM OFFICE Supplies, Spectrum X, Lindenmyer Munroe, Veritiv (arrived late)* some questions not answered

Afternoon Vendors:

Bay State Envelope

Jodi - Opening statements and information on new Supplier Diversity Pilot Program (7%)

INDUSTRY TRENDS

1) Are there changes in the industry that would have an impact on this contract?

2) Have there been any major shifts in mill manufacturing capabilities?

Spectrum X:

· Yes, cost of paper. There have been 3 price increases this year, to date. Vendors are being told “worst case” to plan for a year like last year with prices increases of approximately 12% which was spread out between the 3 increases

· Domestic mills are changing from white to brown paper. The mills are put on a rolling allocation based on prior 3 months or prior year, each miss is different

· If using import mills, tariffs, trade talks, and the lengthy process affect cost of production. There are many uncertainties in this area

· Advice to purchasers is to plan accordingly due to the potential of further increases in production costs and uncertainties

· Freight operations costs being affected.

· Hours for drivers is being closely watched via GPS and documented hours

· Driver shortages

· Fuel costs going up

Lindenmeyr:

· Yes, agree with all Spectrum stated

· Demand on paper is inching hirer on average with supply going down

· Potential for a very tight paper market in the next few years

CAM OFFICE:

· Yes, agree with others

· Aside from paper, tariffs could affect office supplies too. If they do, it would drive cost of importing items to go up.

Bay State Envelope:

· Paper pricing is going up, 3rd increase coming (margin is going down) since they have not increased pricing

· Paper producers are reducing production of paper and beginning to produce other products

· States that mills are changing their thoughts on recycled paper and paper in general due to increase in cost/production

ORDER FULEFILLMENT AND PUNCH-OUT CATALOG PROCESSES

3) What is the deadline a purchaser can order and still receive next-day delivery?

All Vendors:

· All offer next-day delivery service with cut-offs noted below.

· WB Mason – 5:30pm

· Lindenmyer – 4:45pm but can be flexible

· CAM Office – 3:30pm but can be flexible

· Bay State Envelope - No “REAL” deadline – driver is in town 2 times per day

4) What are the software capabilities for punch-out catalogues (G2B)? What are the features that are available, i.e., live tracking, live chat, order status, customer setup, and mapping, etc.

Spectrum X:

· partner with their distributor

WB Mason:

· Punch-out has features such as life tracking, chat, order status customize own stamps

· Main website has ability for proof of delivery

· Can request returns

· Provides information for Customer Service Rep

Lindenmyer:

· No punch-out but has website that has favorable features

· Working on capabilities to offer online tracking and to show where order is coming from

CAM OFFICE:

· Punch-out with features

· Working to introduce new website with many new features (Chat, Tracking, etc.)

Bay State Envelope:

· All digital products are backed up to a server nightly

· Customer Service can be reached for any assistance required

· Customers web to print abilities, updating their own website to better fit the needs of the customer, and have no real need for punch-out

5) Do vendors have dedicated technical support for ordering process? Dedicated customer service team for statewide contracts?

All Vendors:

· All respond yes to both Customer Service as well as Technical Support

· Majority of CSR’s handle both CSR & Tech Support

6) What systems do you have in place for tracking customer concerns? And what steps are taken to resolve an order issue?

All Vendors:

· All try to resolve with “One call resolve method” through Customer Service

7) Do you have redundancy capabilities for your ordering system?

All Vendors:

· All offer back up distribution sites, Customer Service, and means of transporting goods as soon as it is safe to do so.

Bay State Envelope:

· Company has remedial plan with other local print companies if disaster incident arises.

8) Do you have online invoicing/open order tracking?

All Vendors:

· All answer yes for online tracking

WB Mason:

· WB Offers online invoicing and send invoices daily

Cam Off:

· Online invoicing is expected in new site which is in the works

Veritiv:

· Linked to COMMBUYS site

Bay State Envelope:

· Daily invoicing on all shipped items

· Questions on invoices to A/R or CSR – all can access and assist

Follow up question from Jodi regarding returns: Is the same order # used, original order # referenced, or new order # assigned.

· WB assigns new order number, prints new invoice, issues credit for returned item. Need to contact to have credit applied to open invoice

· Linden Myer uses original order # and assigns a credit #

· Cam will reference original PO# on credit if issued. No new invoice for swapping out damaged/defective items

· All offer daily invoicing

INVOICING / RETURNS

9) How do you handle invoicing, what is your process of invoicing if there are returns on an order, do reference the same purchase order number throughout a return?

All Vendors:

· Answers covered in previous questions/answers regarding invoicing

· Most drivers can handle returns electronically

· Call Customer service for invoicing questions or returns

· No restocking fees

Bay State Envelope:

· Damaged/Incorrect items replaced, they come and swap out

· No re-invoicing on returns, they adjust inventory accordingly

· Customer service reps look up internal invoices for customers and can answer any and all questions

· Use one invoice system with credits done as swaps

· Company CEO monitors customer complaints to customer service and works with customer to resolve

10) What is your process for returns? What is the typical turnaround for damaged or defective products?

All Vendors:

· Answers covered in previous questions/answers

ENVIRONMENTAL PRACTICES AND VALUE ADDED SERVICES

11) What is your company’s philosophy on providing or suggesting environmentally preferable products (e.g., recycled content, less toxic…)

12) How do you evaluate and provide preferable products to your customers? How do you communicate to buyers about these products (online)?

Lindenmyer:

· Labeling, packaging contents are part of the EPP philosophy

WB Mason:

· Labeling & details for customers on website is available

· Can sort by /filter “green” and “recycled” items

· Can set up website to suggest “green” or “recycled” items

Veritiv:

· Happy to supply environmentally preferred products

· Feel carbon footprint is higher for recycled content which raises prices – it will take some time to notice.

CAM OFFICE:

· Some packaging is EPP compliant

· Offer recycling

· Can prioritize & show “Green” as top/first shown items

Supreme X:

· Need to depend on the credibility of vendors

Bay State Envelope:

· Everything is recycled

· No Virgin Envelopes that they are aware of

**Side Discussion:

Some items on websites show as having recycled content yet the recycled content information doesn’t always show on websites. Why?

· WB Mason states it’s “on us” to fix. Manufacturers don’t always provide the recycled content on the products. They need to do a better job in requesting the information and updating their website

· CAM OFFICE agrees the information comes from the manufacturer. They don’t change the information that’s given. They need to go back to the wholesaler for details.

13) What process is used to minimize packaging when shipping products? Is there bundling or return packing available or reusable totes?

WB Mason:

· Cubi-Scan - packaging of products to reduce unnecessary/extra packaging.

· Recyclable bags

Veritiv:

· Wooden pallets

Linendenmyer:

· Wooden pallets

Bay State Envelope:

· Offer bulk pack at buyers request

· Bundle deliveries for an area

14) What are some value added services that can be offered on this contract? E.g. battery recycling, light bulb recycling, product recommendations for environmentally preferable products?

WB Mason:

· Recycling done on a case by case basis

· Open to suggestions for adding value

· Driver incentive for taking back toner

· Evaluate the need of the customer and see what vendor can offer

· Issues are dealt with by customer service rep and customer

Lindenmyer:

· Collect pallets and reuse if they are still in good condition

· Longer usage life will reduce cost to consumer

· Boxes they use are more recyclable content

· Boxes can hold up to 50lbs. Can be used by employees for things such as moving, storage

CAM OFFICE:

· Boxes are used and reused both for storage and shipping (but labeled correctly)

Bay State Envelope:

· Buy carbon offset credits

· Offset Emissions of vehicles

· Certifications to be provided in Bid

· Women Owned

LOGISTICS / SHIPPING

15) Do you foresee any supply chain interruptions (e.g., trucking)?

WB Mason:

· Uses own trucks

· Currently experimenting with 4 electric trucks which will reduce cost of freight

CAM OFFICE:

· Uses own truck for local deliveries

· Transport based on shorter routes to save on gas consumption

Bay State Envelope:

· Issue with shortage of drivers won’t affect them. They deliver Mon – Fri, Saturday also if needed

16) Where are your warehouse(s) and manufacturing locations?

All Vendors:

· All can ship from out of state in case of emergency but also offer local warehousing for quick delivery