Case study

Biffa

We originally appointed OfficeTeam to supply stationery and print based on the competitive proposal we received. The reliable service and proactive support we’ve received since contract implementation has allowed us to expand the contract to include a host of other day-to-day supplies – from cleaning and catering supplies to miscellaneous one-off requirements. No demand is too much for our Account Manager and we know we can count on OfficeTeam to deliver what we need, when we need it.

– James Dale, Group Procurement Category Manager

Company overview

Biffa is a waste management company founded over 100 years ago. It provides collection, landfill, recycling and special waste services. Operating from 260 sites throughout the UK, Biffa serves over 2.4 million households along with local authorities and industrial and commercial clients.

The challenge

Biffa was not receiving the pricing or service it expected from its past supplier of stationery and operational print.

The customer service Biffa had received was poor. As a result, many activities that would typically be a supplier’s responsibility were being handled by a member of Biffa’s own staff. These included setting up new users and managing which items should be added or removed from the contract list. Biffa was keen to unburden its staff from these tasks.

Alongside the lack of service, Biffa believed better value could be achieved elsewhere. So, it chose to put the contract out to tender.

The solution

Based on our competitive pricing and proposed service model, OfficeTeam was awarded a three year contract for the provision of stationery and operational print.

Account management

We immediately picked up the contract management activities that had burdened Biffa’s staff. Now, all enquiries, core list management and account administration is handled by Biffa’s Corporate Account Manager.

In addition, the Corporate Account Manager also arranges monthly face-to-face review meetings with Biffa’s contract owner. Supported by management information, these meetings provide an opportunity to review trends and variances in spend during the month. For instance, any changing requirements which could influence the core list as well as any petty cash purchases.

For OfficeTeam, Biffa is not just another customer. Instead, we see Biffa as as a long term strategic partner in which we are keen to help meet their overall business objectives.

In order to do this effectively and fully understand Biffa’s business model, OfficeTeam recently conducted site visits to a landfill site, food waste recycling facility and a household waste and recycling plant.

To support Biffa’s procurement goals, OfficeTeam will always redirect enquiries where we know Biffa already has alternative purchasing arrangements in place. For instance, we occasionally receive orders for toners. However, Biffa has a separate Managed Print Service (MPS) contract in place with another supplier. To ensure Biffa extracts the full value from this contract, we redirect these enquiries to the MPS contract owner. Therefore, helping Biffa to meet their long term procurement and savings goals as opposed to quick sales for OfficeTeam.

Print management

The operational print products we supply encompass many items critical to Biffa’s day-to-day activities. For instance, landfill tickets, food waste bags, permits to work and vehicle daily check forms. Without many of these mandatory documents, serious disruption could arise including waste unable to be transferred to landfill or bin lorries unable to go onto the road. To ensure these supplies are always available, we manage stock levels and automatically replenish stock.

Alongside these business-critical print products, we also supply branded promotional items such as mugs, coasters and mouse mats. We’ve also supplied branded golf balls and golf umbrellas for corporate golf events. Biffa orders operational and promotional print alongside stationery via our online ordering system.

A reliable solution

Based on our reliable solution for stationery and print, Biffa has extended the scope of our service to include additional categories such as facilities supplies and catering products. We also supply everyday furniture items such as chairs and desks – sometimes at short turnaround times. On one occasion, we supplied nearly 20 desks with just a week’s notice.

In addition to our own catalogue items, we have also been called on to source numerous specials outside of our own range for Biffa’s annual company events.

The outcome

Despite the original contract being three years in duration, Biffa chose to renew the contract a year early in recognition of the success of the partnership.

OfficeTeam is proud to have Biffa as a long term strategic partner and will continually work with them to add value to their account. This includes regularly reviewing their account for cost saving alternatives and rationalisation of their core list.

As part of this, we are now working with Biffa to identify additional niche requirements that can be brought under the contract. For instance, ad hoc purchases that are low in both volume and value, yet disproportionately labour-intensive to manage.

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