User guide Compass Group UK

March 2017

with Banner you

can

03 Welcome Letter

05 Account Summary

06 Account Management

07 Escalation

08 Online Ordering

09 How to Place an Order

10 How to Track an Order

11 Recycling

12 Account Management

13 Manufacturer’s Warranty

14 Engineers

15 Ordering Manually

16 How to Cancel an Order

17 How to Return your Goods

18 Product Quality Statement

19 Notes

20 With Banner you can

21 Our Offices

03

Dear Customer

I would like to take this opportunity to officially welcome you as a new customer of Banner, formerly

known as Supplies Team Solutions.

With Banner, you can be confident you’re getting the best this industry has to offer with our unwavering

reliability, superior service and how we simplify complexity. Our customers enjoy our surprisingly open

and ethical way of doing business and they benefit from the innovation we’ve brought to the

marketplace.

Our customer is at the heart of everything we do

At Banner we work in partnership with our customers. We listen and take the time to understand their

point of view, which we use to enhance their experience with us.

We’re refreshingly open

We are an open and honest team, because that’s the only way to be. Customers trust us and we trust

them, we are simply people working together to achieve mutual success. It’s this approach that allows us

to push boundaries, ask questions and innovate.

Working with Banner

Throughout the life of your contract with Banner, we will work with you to reduce core list and contract

spend through our close consultative approach. Our expert advice is based on detailed customer insight

and analysis. From this we tell you what you need.

Your feedback is important to us

I would encourage you to openly share and discuss feedback on our service. This inspires us to innovate

and continuously improve.

I take a personal interest in all comments raised, so please feel free to pass feedback on to your Account

Management Team.

I very much look forward to working with you and would once again like to welcome you to Banner – we

look forward to a long and successful trading partnership.

Susan Wedlake

Business Manager

Innovation

We’re inspired by the needs of our customers. We develop

innovative products and services that make working life that little

bit easier – where others see problems, we see a challenge. We’re

the most forward-thinking company in our industry, and we work

collaboratively with our customers to develop solutions that really

work for them.

Our customers benefit

from the innovation

we’ve brought to the

marketplace

05

Account

Summary

Summary of service

• Banner is your supplier of Office Supplies

• Dedicated Account Management Team

• Ordering methods

• Product range available – core items only

• Non core line enquires via Helpdesk

• Next day delivery for core items

06

Account

Management

Your dedicated account

management team

Internal Account Managers

Debbie Caswell

T 0843 538 3311 Ext 5148

F 0844 371 9403

debbie.caswell@BBanner.co.uk

Key Role - Your Internal Account Manager will place an order and

help with any product or pricing enquiries.

Customer Care Helpdesk

T 0843 538 3311 Ext 2262

F 0844 371 9403

csdhelpdesk@BBanner.co.uk

Key Role - Contact your customer care helpdesk to enquire about your

order or invoice, or to arrange a collection.

External Account Manager

Susan Wedlake

T 0843 538 3311 Ext 5058

F 0844 371 9403

M 07545 741 975

susan.wedlake@BBanner.co.uk

Key Role - Your External Account Manager will provide face-to-face

contact and ensure that you are satisfied with every aspect of our

service.

07

Escalation

Should you experience any problems with any

aspect of service from Banner the following

escalation model should be invoked:

1. Escalation Level One -

Immediate

Internal Account Manager or

Customer Care Helpdesk

2. Escalation Level Two –

24 hours

External Account Manager

3. Escalation Level Three –

48 hours

Business Manager

The central point of contact for Compass is your dedicated Internal

Account Manager. For strategic or contractual issues please contact

your Business Manager. In the unlikely event that Banner is unable

to resolve any outstanding issues after invoking the escalation model

as detailed above, the following corrective action will be applied.

The corrective action will necessitate a meeting with the appropriate

personnel within Banner and Compass, to analyse the situation, to

clearly define the most favourable outcome for both parties. Following

this, measures will be proposed to reach a mutually satisfying

outcome.

08

Online

Ordering

Getting Started

Developed after extensive consultation with customers, our Internet ordering

solution, eSupply, is widely acknowledged as the best in the market. It offers all of

the functionality needed in a business to business environment, including online

order tracking, real time visibility of stock and online management reports.

How to log on Follow these simple steps to log on to eSupply:

1. Visit www.BBanner.co.uk to log on and click on the Login tab on

the top right of the screen.

2. Enter your username and password which you should have

already received via a separate email or letter*. Please note that

both are case sensitive.

3. Simply contact your Internal Account Manager to arrange for a

training session.

*

If you have not already received any communication containing your username and password, please contact

your Internal Account Manager. N. B. For additional security, your login screen will timeout after 2 hours.

Forgotten your password? If you have forgotten your password or are experiencing any difficulties with the system, please contact

your Internal Account Manager.

09

How to Place

an Order

Placing an order is simple; here are some quick steps to

get you started:

1. Search for the items you require by;

- Using the Product Tree on the left hand side of the screen, or

- By entering the item code in the ‘Search’ field in the top left

corner of the screen

2. Select the item together with the quantity you require and click

on ‘Add’.

3. If you wish to purchase additional products, click on

‘Continue shopping’ and repeat steps 1 and 2.

4. Once you have finished shopping, click on ‘Proceed to checkout’

and finalise your order by confirming your details. Shortly after, you

will receive an email confirming the receipt and progress of your

order.

PLEASE NOTE SPECIAL ORDER INSTRUCTIONS FROM

COMPASS PROCUREMENT TEAM

•In order to show efficiency savings for the Compass Group as well as

reducing our carbon footprint we have stipulated that a Minimum Order

value of £50 should be placed.

•Please can you try and ensure that your orders are above £50. The

Banner ordering system allows you to build up an order before you

actually place it online therefore allowing you to collate your

requirements before processing.

•This will also save you extra administrative time when processing

your order and receiving the goods from Banner.

10

How to Track

an Order

Order tracking is an essential part of any online ordering

system. To enable you to track your orders swiftly:

1. Visit www.BBanner.co.uk and click on ‘online ordering’ tab, top

right of the screen

2. Enter your customer order reference and delivery postcode

3. Click ‘Submit’

Once your order has been found, you will be able to download

consignment details including the recipient’s signature and the exact

time of delivery, simply by clicking on the ‘order detail’ icon and

selecting ‘track’.

11

Recycling

Printer Consumables

Assured

Banner has an extensive offering of toners and supplies, with more direct EOS OEM

partnerships than any other distributors in the UK. We have over 6,000 products all

available on next day delivery.

Our own brand range has been established for over 20 years and all comes certified

and Guaranteed.

Green

Banner recycle your toner and ink cartridges for free.

Banner will send you free recycling boxes for your used toner and ink cartridges, which

we collect for free once they are full.

• We accept all brands of cartridges within the recycling box; including Original

Equipment Manufacturers (OEM) and re-manufactured units

• Compliant with all current environmental and waste regulations

• Shipments are processed within the UK under ISO 14001 regulations

• Goods are sent for re-use first and recycling second

Banner provide you with comprehensive reports, detailing cartridges received,

including product code, quantities and weight.

To arrange for the delivery of a free recycling box or to learn more

about our service please email collections@BBanner.co.uk or

call 0844 371 9457.

12

Account

Management

Inks & Toner Resolution Queries

Name: Banner Customer Collections

Tel: 0844 371 9457

E-Mail: collections@Bbanner.co.uk

In the event of machine failure whilst using our own branded Ink or Toner Cartridges

please contact the above team who will offer you assistance. You can also view a FAQ

sheet regarding the Ink Cartridges to offer you additional support.

This can be accessed via: www.inkjethelp.com

If it is ascertained at that stage that an engineer’s visit is necessary then please

complete the enclosed form and either e-mail or fax this directly to the contact details

shown above.

Once Supplies Team has validated the necessity for an engineer’s visit this will be

organised or an engineer will contact you direct to discuss your fault to see if it can be

rectified over the phone. A visit will take place within 24hrs of acknowledging the request

and they will provide a full report of the findings once this has taken place.

Should the report determine that the machine is faulty due to our product then we will

offer a solution. Please read the Manufacturer’s Warranty enclosed.

Warranty & Warranty Support

Q-CONNECT® cartridges are backed by a

comprehensive 2 year warranty.

USING A Q-CONNECT® CARTRIDGE WILL NOT

INVALIDATE YOUR PRINTER WARRANTY.

13

Manufacturer’s

Warranty

This Q-connect branded supplies product is

warranted to be free from defects in materials and

workmanship for a period of 24 months from the

date of purchase when stored, installed and used

under normal conditions (the “Warranty Period”). If

a product fails during the Warranty Period, the

product will be replaced or credit issued at the

option of the buyer in accordance with the

manufacturer’s Returned Material Policy (a copy of

which may be requested from the seller of the

product). Replacement of goods shall neither

extend nor decrease the Warranty Period.

This product is warranted not to damage the

printhead or printing mechanism when stored,

installed and used in accordance with the product

manufacturer’s or the printer manufacturer’s

recommended procedures. In the event of any

damage to a printhead or printing mechanism

caused solely and directly by the use of this

product, the manufacturer will pay the reasonable

cost of service and repair of the printhead or

printing mechanism so damaged, provided the

buyer:

1. Noties the seller of the product of such

damage in writing within thirty days.

2. Delivers a written service report, signed by

authorized technical service personnel,

identifying the supply product as the sole and

direct cause of such damage, along with print

samples and damaged or replaced parts; and

3. Provides proof of the date of purchase.

To the greatest extent permitted by law the above

warranty is in lieu of all other warranties express,

implied, for a particular purpose or of

merchantability and sets forth buyer’s exclusive

remedy in connection with such warranties. The

buyer’s statutory rights are not affected.

In no event shall the seller of the product be liable

for collateral, consequential, indirect, incidental or

exemplary damages, including, without limitation,

any lost profits, loss of

Data or loss of use, arising out of, or connected in

any way with, this agreement or any goods sold

pursuant hereto.

The above warranties extend solely to the buyer

and all warranty claims must be made by the

buyer.

14

Engineers

Engineer Request Form

Customer and Product Details Customer Order Number: Date of Order:

Item Product Code: Product Description:

Batch Code Details (if applicable):

Compass Unit/Cost Centre Name: Compass Unit /Cost Centre Number:

Address: Contact Name:

Contact Email Address:

Contact Telephone Number:

Postcode:

Special Site Requirements:

i.e. Photo ID required/opening hours/car registration number required in advance/Any site constraints/Advance booking etc...

Machine Details

Brand of Printer: Model Name/Part Number:

Fault Information Please select one of the following:

Printer doesn’t recognise the cartridge.

Print quality is poor.

Toner leaks when printing.

Cartridge has leaked excessively in the printer.

Cartridge has damaged the printer.

Other... please specify:

15

Ordering

Manually

How to place an order

Telephone

Telephone orders are accepted between the hours

of 9.00am and 5.30pm Monday to Friday.

Please call one of your Internal Account Managers

who will process the order for you.

Email or Fax

Email your order to debbie.caswell@BBanner.co.uk

Fax your orders to 0844 371 9403

Information you’ll need to provide

Please ensure that you have the following

information ready, or included on your fax/email

when placing your order.

• Your name

• Your unit/cost centre number

• Product code or description

• Delivery address

Online

Alternatively you can contact your Internal Account

Manager to enquire about our online internet

ordering solution eSupply, or log on and browse at

www.BBanner.co.uk, click on ‘online ordering’ top

right of the screen and click ‘Browse Catalogue’.

16

How to Cancel an

Order

If you need to cancel an order, please telephone your

Customer Care Helpdesk as soon as

possible after the order has been sent to Banner.

Customer Care Helpdesk

T: 0843 538 3311 Ext 2262

When cancelling an order, please have the following

details with you:

• Account number

• Unit/Cost Centre number and description

• Your order reference

If your goods have already been dispatched, your Customer Care

Helpdesk will arrange for a collection to be made.

17

How to Return

your Goods

Should you require any goods to be returned, or have a problem with

the goods, please contact your Customer Care Helpdesk directly who

will arrange a collection or otherwise resolve the problem, and if required, offer a

replacement.

Please have the following information ready with you:

• Your account number

• Delivery note number or your order reference

• Item and quantity and reason for return

Ordered in error - Return requests must be made within 30 days of the invoice date, though

please note, non-stock or special items cannot be accepted for return. These will be identified at the

point of purchase.

Damaged - Please notify us within 3 working days if you have received items that are damaged.

Note: The delivery note should be signed as ‘damaged’.

Faulty/Warranty - We will accept claims that are within the product warranty period, specific product

details are available from your Customer Care Helpdesk.

Please ensure that all seals remain intact where possible. All goods that are to be returned must

be in the original manufacturer’s packaging and unmarked.

Please follow these steps after you have arranged for a collection to be made:

Step 1 Place the goods inside suitable packaging for collection and transportation.

Step 2 The collection will be made within 72 hours of the collection being arranged and confirmed.

Step 3 The driver will ask for the goods. He will only accept a parcel if presented with a collection

note that relates to the item concerned.

Step 4 When the driver collects the parcel you will be given a receipt, please retain the receipt

for your records. A credit note will be raised as soon as the goods are returned to stock.

Important - Please do not return goods without first obtaining an authorised returns number. Any goods

returned without a returns number will be untraceable and therefore, we will be unable to arrange credit.

18

Product Quality

Statement

The Q-Connect brand is positioned at a level

which matches or exceeds the quality of the market

leader.

Our aim is to supply excellent quality at a competitive price.

The brand is sourced from all over the world to ensure that the pricing

levels are competitive without compromising on quality.

We visit all our suppliers, in all parts of the world to ensure that their

production processes and working practices are of an acceptable

standard. Our suppliers all have modern and well equipped factories.

Our packaging is designed to meet international packaging standards.

19

Notes

with Banner you

can

Banner is your go-to provider of supplies and services for the workplace. You can

be confident you’re getting the best this industry has to offer with our unwavering

reliability, superior service and how we simplify complexity. Our customers enjoy

our surprisingly open and ethical way of doing business and they benefit from the

innovation we’ve brought to the marketplace.

Discover what Banner can do for you

To place an order

T 0844 980 0013

F 0844 371 9403

info@BBanner.co.uk

www.BBanner.co.uk

20

Our Offices

Head Office

Newland House

Tuscany Park

Express Way

Normanton

Wakefield

W. Yorkshire WF6 2TZ

Scotland

2B Gateway Business Park

Beancross Road

Grangemouth FK3 8WX

Swindon Office

The Chelsea Building

Rivermead Industrial Estate

Rivermead Drive

Westlea

Swindon

SN5 7EX

Northern Ireland

Unit 3

Forestgrove Business Park

Newtownbreda Road

Belfast BT8 6AW

Ireland

Units 3 & 4

Block 506 Grants Drive

Greenogue Business Park

Rathcoole

County Dublin

Norwich Office

St Crispins

Duke Street

Norwich

Norfolk NR3 1PD

Normanton Office

Newland House

Tuscany Park

Express Way

Normanton

Wakefield WF6 2TZ

Stoke-on-Trent

The Genesis Centre

North Staffs Business Park

Innovation Way

Stoke-on-Trent

Stoke-on-Trent

Unit 12

The Office Village

North Road

Loughborough

Leicestershire LE11 1QJ

Registered office:

K House, Sheffield, Business Park, Europa Link,

Sheffield, S9 1XU

21