2. 2
Lyreco Akoffice Askul Benir e-Store Solutions Comix Inforshop Marken W.B. Mason
Novexco Officeday Officemag Officepro Office Products Depot Principado RTC
We siMPliFY YOUr liFe at WOrK …WOrlDWiDe
Active in 42 countries on 4 continents, Lyreco
ranks amongst the top worldwide distributors of
workplace supplies solutions.
Lyreco’s strategy is founded on common strengths and
sharedsystems.Poolingtheexpertiseofitssubsidiaries,
the Group is able to offer international customers an
identical range of services and products throughout the
world.
countries
42
availability rate
99.4%
employees
10,000
stocked products
7,500 boxes delivered
everyday
230,000
vans and drivers
1,700
orders/day
58,000 isO 9001
isO 14001
certificationsgroup turnover
2bn€
14 strategic partners
These alliances allow us to better serve our international
clients with a presence in Argentina, Brazil, Canada,
China, Estonia, India, Japan, Latvia, Lithuania, Mexico,
New Zealand, Romania, Russia, Taiwan, Turkey and
United States.
3. 3
Best in class
services
Manycompaniespromise,butfewactuallyprovide
your full requirements when you need them.
We recognise how important service levels are
to our customers so we will report our service
levels to you monthly and financially guarantee
our performance.
A simple yet efficient service proposition means effective
solutions.
• Single source solution
• Dedicated account management
• Next day delivery
• No hidden charges
• Guaranteed no quibble returns
• Online and mobile shopping
• E-procurement expertise
• Private label products
• ISO 9001 and 14001 certified
4. 4
One
cOMPanY,
One
sOlUtiOn
We provide you with the most effective workplace
products, services and solutions!
O N E O R D E R - O N E D E L I V E R Y - O N E I N V O I C E - O N E R E P O R T
One stOP
sOlUtiOn
5. 5
Catering
& Hygiene
Personal
Protection
& Equipment IT Environment
Machine
Consumables
Office
Machines
Label, Signage
& IdentificationPaper
Books
& Pads
Writing
& Correction
Office
Stationery
Reception, Office
& Personals Products
Furniture
& Meeting Room
Document
Presentation
Filing
Envelopes, Postroom
& Packaging
Personalised
Products
Green Products
We offer environmentally preferable
products with methodology of assessment
validated and approved by SGS.
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WOrKPlace
sUPPlies
When it comes to workplace supplies, it takes
the best to find the best. Our business is a
matter of achieving the right balance of quality,
choice and value for money.
• We have a group range available in all countries we
serve
• We offer more than 7,500 products including 950
new products. From branded products to price
alternative with our exclusive Lyreco own label
products, you will find easily among our selection
what is the most relevant for you.
• If you can't find what you need in our catalogue, we
will source it thanks to our “sourcing” department
and will deliver with the usual process. We are
experts in bespoke product services, replenishment
and stock management.
6. 6
OUr lOGistics
Lyreco has a passion for excellence with a
philosophy to get it right first time, every time.
Wherever you are, we guarantee your delivery
with an unrivalled 99.4% service ratio thanks to
a unique combination of human and technical
resources and close attention to service KPIs.
400,000m² Distribution centre
• Centralised stock holding
• 230,000 boxes delivered every day
• 58,000 orders a day
• 1,700 owned drivers and vans
• Operational 24 hours a day, 5 days a week
• Next day delivery
• Automated conveyor system
• Advanced handling system
Picking and packing
Every order goes through multiple stages of checking
before being dispatched to ensure that you receive
your order on time. The attention to detail that goes
into picking is instilled into our distribution centre staff.
All of our staff are fully trained in all aspects of their
job roles.
Delivery boxes
Our delivery boxes are made
from 100 % recycled cardboard.
Our systems automatically indicate
the smallest box possible to fit all
items.
More than 50% of deliveries are
sent to you with no additional
packaging.
Distribution centres sort cardboard,
plastic and wood for re-use and
recycling.
7. 7
easY OrDerinG
Lyreco offers simple, fast and flexible ordering
options from webshop, Lyreco Mobile & Tablet
Applications and e-procurement solutions.
shop on-line
• Free and secure access
• Real time stock availability
• Browse per filters (product code, description…)
• User management (block or validate orders)
• Track and view history of all orders
• Documents on demand (invoices, dispatch notes,
personal order forms...)
• Budget management
• Convert shopping cart to green products and access
our eco-filters.
e-procurement expertise
Are your interested in e-procurement? Do you have
bespoke formats and need a global rollout?
Our experts work closely with our sales team and
ensure a commercial-to-technical translation of your
needs.
Mobile & tablet app
Lyreco on Apple Store and
Google Play provides with most
of the webshop functionalities.
Designed to answer your mobility
needs: search for a specific product,
browse our catalogue, check the
detailed product information and
place an order even if you are not at
your desk.
Purchasinginformationfullysynchronised
with your online account
Augmented Reality feature
which allows to move beyond
fixed and static content to enrich
the discovery of products in an
extremely powerful way.
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Mobile & tablet app
8. 8
PROACTIVE
ACCOUNT
MANAGEMENT
In order to provide you with the best possible
customized support and services, we have
developed a highly responsive organisation that
adapts readily to each individual customer’s
need.
From your dedicated Account Manager, e-commerce
support team, customer service representative,
and your local delivery staff, you’ll get a full team
committed to delivering the best services and savings
possible.
Your dedicated account manager :
• Is your single point of contact to understand and
meet your established goals and objectives
• Offers you expert advice and assistance to help you
maximize your savings
• Ensures that you get the best cost effective solutions
9. 9
cOMMitteD
cUstOMer
service teaMs
Our professional customer service centres are
always available to look after any orders, questions
or support requirements you might have. An
instant personal response is always just a phone
call away!
You can expect your lyreco customer
service advisor to personally and efficiently
• Provide you with product information
• Take your order
• Help you with e-shopping
• Update your current account status
• Answer your product queries
• Provide you with delivery and invoice information
• Process your product return requests
Our goal:
To provide a smooth customer
experience
• Our teams and systems are sized
to ensure a fully qualified person
answers your call within three
rings
• Our tools ensure traceability of
orders, deliveries, invoices, requests
and claims
• Our teams apply a single service
standard by using the same
processes in every country
• Our advisors are your points of
entry to any Lyreco department to
facilitate your relationship with us
Our goal:Our goal:Our goal:
10. 10
FrOM
cOrPOrate
accOUnts...
Whatever the size of your organisation, we pride
ourselves on giving you the highest standard
of account management in order to meet your
objectives efficiently and cost effectively.
We have split our structure into small, medium,
large and global divisions to ensure a best fit for all
sizes of customers and answer any kind of specific
requirement.
• Dedicated corporate account management
teams experienced and trained for customers of
your size
• Cost effective bespoke solutions to better master
your budget, time and organisation
• Bespoke ordering platform tools for your final
users
• Same level of product quality, services and
logistics within all your national / international
subsidiaries
• Specific implementation plan that allows a
quick and efficient rollout of your programme,
whatever you have national and/or international
subsidiaries
OUr DeDicateD PrOGraMMe OFFers YOU:
11. ...tO One
GlOBal
sOlUtiOn
Lyreco operates in 42 countries throughout the
world.Byconsolidatingourcommonstrengths,we
have built a powerful network capable of working
side by side with international customers.
Our International account managers are very
experienced in understanding the complexity of
structuring global contracts or implementing accounts
and partnerships across the world.
Wherever you are located, we guarantee the best level
of services and the same quality of products.
11
Lyreco operates in 42 countries throughout the
world.Byconsolidatingourcommonstrengths,we
One GlOBal sOlUtiOn
FOr all YOUr
WOrKPlace neeDs
cUstOMer
*Lyreco customer
relationship management
for more efficiency
Your
Subsidiary
Your
Subsidiary
Your
Subsidiary
Our
Subsidiary
Our
Subsidiary
Our
Subsidiary
crM*
12. 12
OUr ecOFUtUre
strateGY
Our vision
To be the Reference for sustainable Workplace
Supplies Solutions. It means we would like
Lyreco to be a company where Sustainability is
taken into account all times, at all levels, for any
decision.
In early 2012, Lyreco launched a midterm Sustainability
strategy named “Eco Future”.
Lyreco celebrated in 2014 its 10 years
since joining the UN Global Compact.
For more information, go to:
www.unglobalcompact.org
the strategy consists of
■ 3 guiding principles
■ 10 clearly defined commitments
■ 9 Key Performance Indicators (KPIs)
1. Develop environmentally
preferable products services
2. Reduce Greenhouse
Gas Emissions
3. Prevent and manage waste
4. Ensure a safe and healthy
working environment
5. Contribute to the personal
development of each individual
6. Focus on the development
of our best talents
7. Promote education of children in
developing countries
8. Establish customer partnerships
on sustainability
9. Establish supplier assessment
programmes on sustainability
10. Develop sustainable innovations
in products services
commitments
Key
Performance
indicators
envirOnMent
Guiding
Principles
sOcialecOnOMic
Goal for
2017
CO2
Sales of
“green products” 25%
results
in
end
of
2014
34.2%
Go to our dedicated website eco.lyreco.com to see
our SD report: http://lyreco.zone-secure.net/Lyreco-
CSR-Report/
Waste recycled 90%91.43%
Employees satisfied by
Working conditions +90%78%
Lost working days
due to illness or accidents -10%+6%
Positive opinion about
Training level 90%82%
Charity contribution
for the “Lyreco For
Education” programme
+5%+7%
Supplier performance
improvement programme +10%-4.8%
versus 2012
Supplier social audits 100%100%
CO2 emissions
from our activities -20%-14%
13. sUstainaBle
DevelOPMent
Best in class green products assessment
In order to support our customers in their
sustainable approach, Lyreco has created a
bespoke and unique methodology to assess
environmentally preferable products, that brings
clarity and transparency to choosing “green”
products.
The assessment is based on the worldwide ISO
14020 that covers both certified claims and self
claims.
The method is also in compliance
with the environmental guide
issued by the international chamber
of commerce. The whole method
has been reviewed and approved by SGS and it
applies to all our countries.
Our environmentally preferable products
are shown on line and in our catalogue
with a simple “green tree” icon. You can
also download the green tree certificates.
13
Beyond the ISO 9001 certification
(Quality Management System)
which is systematic in all the Lyreco
subsidiaries, our organisation is
driven by total Quality Management.
Principles of Lyreco's Quality Policy:
• Putting customers at the heart of
our business
• Quality is a shared responsibility
• Building and maintaining excellent
systems
total Quality
Management
is the key
to customer
satisfaction
Certified claims like:Self-declared environmental claims.
12 criteria can be used as: Compos-
table, Degradable, Designed for disas-
sembly, Extended life product etc.
* The “Lyreco Green Products Assessment” has been reviewed by SGS CTS Sustainability
Services and approved as being in general conformance with the principles of the ISO
14020 standard and the ICC Framework for Environmental Claims.
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14. lyreco the schools on the other side of the world
Started in 2008, the Lyreco For Education pro-
gramme raises funds from the 16 subsidiaries
of the group to give children living in poor condi-
tions a better access to education.
The aim is to support 32 schools and to give better
access to education for 17,000 children, in the area
of Vatomandry. This area was badly hit by the cyclone
Giovana in 2012 resulting in major damages for many
schools.
Part of the project goal is to collect 1,000,000 €
to finance the objectives with the help of Lyreco
employees, customers and suppliers.
W H E N A C H I L D G O E S T O S C H O O L , A N AT I O N G R O W S !
From 2015 to 2018, Lyreco for Education will support a project in Madagascar,
the 6th
poorest country in the world. Frequently hit by strong cyclones, hun-
dreds of schools are destroyed and thousands of children need help to have
access to education.
LFE will unite its efforts to collect money to provide a good start in the lives
of 17,000 children, by rebuilding and renovating school facilities, improving
quality of education, and focusing on disaster prevention.
To learn more about LFE, visit : www.lyreco.com
14
15. OUr valUes
Lyreco’s values are embedded throughout the whole Group
and translate perfectly our focus, commitment and spirit.
OUr MissiOn
“ T O S I M P L I F Y L I F E A T W O R K ”
OUr visiOn
“ A L L Y O U N E E D A T W O R K : T H I N K L Y R E C O ”
We really care
for our customers.
PassiOn
We strive for perfection
in everything we do.
eXcellence
We believe in trust,
respect and ethical
behaviour.
resPect
We anticipate, innovate
and adapt to change.
aGilitY
16. Rue du 19 mars 1962
59770 Marly - France
Tel: +33 (0) 3 27 23 64 00 - Fax: +33 (0) 3 27 45 17 97
www.lyreco.com
