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Editor’s Note: Janitorial supply distributors have always been considered “behind the curve” when it comes to the adoption and use of technology within their businesses — e-business-related or otherwise. (And it’s probably true when compared to more tech-dependent industries.)
But behind the curve or not, SM’s editors believe that a predominant portion of the distribution segment approaches its online presence aggressively and intuitively. As editors, we have the opportunity to talk to distributors every day about their online achievements, and we also take time to view many distributor websites on a daily basis.
So impressed were we with some of the websites we’ve seen, we decided that recognition was in order. So we developed an online survey, which we e-mailed to a random sample of 2,500 distributors nationwide.
Foremost, we asked distributors why they thought their website deserved recognition. Second, we asked distributors to provide a list of capabilities and features that they believed set their site apart.
What we found is that distributors have widely different approaches to their website’s true purpose. Some rely on it as a marketing tool, to educate new customers about their company. Others depend on its ability to provide an alternative method of ordering for increasingly tech-savvy customers. Still others use it as a reference tool for customers — they can easily access MSDS sheets, cleaning tips and educational materials.
The criteria we used to examine survey respondents’ websites was: e-commerce capabilities; detailed contact information; extensive online catalog; exceptional design; educational resources; and whether the website was user-friendly. We also considered the company size of respondents — we attempted to look past the level of investment each had made and focus on the site’s purpose, content and capabilities.
What follows are 15 distributor websites (in no particular order) that SM’s editors identified as among the industry’s best. It’s important to note that this is a subjective sampling, and should be considered representative of what the jan/san distribution industry has to offer.
We believe the following 15 distributor websites are leaders in providing pragmatic solutions to the changing needs of today’s demanding customers.
* E-commerce Capabilities
* Extensive Online Catalog
* Educational Resources
* Detailed Contact Info
* Exceptional Design
* User Friendly
Although there is very little reference to it on CleanFreak.com, this website’s parent company is PTI (Packaging Tape Inc.) of Wausau, Wis. “When we created the website for our janitorial equipment and supplies, we tried to have it stand on its own a little,” says website manager Tim Deacon. CleanFreak.com takes viewers directly to an extensive product catalog, with detailed descriptions, graphics and even current prices (something that customers are sure to appreciate). A 1-800 telephone number flanks the top of the site, but other contact information is lacking. Viewers can also receive cleaning tips by clicking on “Ask the Expert!”
With multiple locations throughout the
western United States, Waxie Sanitary Supply, San Diego, demonstrates the capabilities and scope of larger distributors, and the company’s website proves to be no different; on-line ordering, newsletters, seminar announcements, and several links to suppliers and associations (including the San Diego Chamber of Commerce) make this a site worth visiting.
Company representatives said that Allston Supply, Springfield, Mass., has big plans for its website in the future, but currently it’s nothing to scoff at. The site is user friendly and well-organized. There are links to several manufacturer and association websites and a free product catalog can be ordered online. Next year, the company plans to include online ordering, a more detailed online catalog and inventory analysis.
Bobby Linville, computer programmer for Gulf Coast Paper, Victoria, Texas, says: “The website is very informative, but we still haven’t had the kind of response that we thought we would. Customers have been slow to order online.” Well, Gulf Coast isn’t to blame; the company’s website offers a detailed online product catalog and easy-to-use online ordering. The site has a great design as well.
Like many distributors that responded to SM’s survey, the e-portal for Sound Janitorial Supply, Tumwater, Wash., requires a user to register in order to access the complete benefits of the site. However, registration is painless and there are many features to be enjoyed, including cleaning tips and other educational resources. Online ordering is also available with the “shopping cart” feature.
Xpedx, Seattle, has plenty of resources and multiple locations for service. The company also caters to several different markets. The design is clean with articles and economic forecasts to help users with a wide range of needs. However, there are a multitude of options for varying customers, which could be time consuming for jan/san end users to comb through the multitude of information. Other benefits include a calendar for training courses, links to suppliers and a helpful map of xpedx locations.
Dalco Enterprises, LaCrosse, Wis., has a fairly simple design, but also doesn’t lack for information and resources: MSDS sheets, trade show links, and a bulletin board of calendar events are all available to users. There’s detailed contact information for all four company locations (with links to Mapquest.com), and online ordering.
Definitely one of the most graphically intense distributor websites, West Coast Paper Co. (WCP), Kent, Wash., greets users with a graphic of a giant, honking delivery truck. But the site has serious advantages as well, including its recently added GATE (general automated tasks entry) that allows customers to match their cleaning dilemmas with WCP’s full line of products. There are also links to the U.S. Post Office and the Internet Public Library.
Dade Paper, Miami, is another company with an appetite for entertainment; the site includes not only online ordering, a detailed product catalog, newsletters and helpful customer tips, but also a section completely devoted to games and puzzles. One puzzle can be formed to show a picture of a premium roll of washroom towels — now that’s creative marketing.
Sani-Chem, Clearwater, Fla., is another sanitary supply distributor that has a simple website that serves its purposes well. There’s good contact information and a fairly detailed product catalog. As of yet, the site does not allow for online ordering, but questions and requests by customers can be entered online, and representatives will respond promptly.
The website for Boomer Industries, Los Angeles, is efficient and easy to use for any sanitary supply customer. Four main sections — About Us, Products, Policies & FAQ’s, and Contact Information — line the heading of the opening page. The online ordering “shopping cart” is really the centerpiece of the site, with a detailed catalog from which to select cleaning solutions. Other distributors employ the same online format, but Boomer seems to use it best.
Almost every product category for Morrisette Paper, Greensboro, N.C., is linked to its supplier. The listing looks to be extensive, but there are very few pictures of products on the distributor site. Overall, the organization is good and online ordering is offered. There’s also interesting information on the company’s history and the design is first-class.
Gen-Serv, Newfield, N.J., definitely has a useful website. Special information is available for building service contractors in the “Contractor’s Corner.” The online catalog has specific product details, prices and pictures for four featured “specials.”
Power Chemical, Santa Fe, Calif., welcomes users with smiling pictures of employees, but has substance as well as style: a complete, detailed online product catalog with easy ordering information. Each product picture is of the highest quality.
Although it’s listed last, Renard Paper, St. Louis, is definitely one of the best websites offered by sanitary supply distributors. The site is easy to use and the contact information is extremely detailed, with links to nearly every employee. Most major credit cards are accepted for online ordering.
| * E-commerce Capabilities | * Extensive Online Catalog | * Educational Resources |
| * Detailed Contact Info | * Exceptional Design | * User Friendly |
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A Screen of Your Own
If you’re a distributor who still thinks that building a website sounds complicated, don’t worry — you’re not alone. Entire industries have been created to help companies heighten their e-procurement impact, and there are hundreds of consultants, instructors, designers and outsourcing companies that are willing to point you in the right direction. Still feeling overwhelmed? WebDeveloper.com can help you sort through the various options.
With a multitude of webpage development articles, detailed analysis and a free newsletter, WebDeveloper can make even the most novice technology manager feel like an e-genius. You can even submit questions to Dr. Website.
What a Tangled Web We Weave
The World Wide Web may be world-wide, but that doesn’t mean that it’s world class; not yet anyway. Since 1998, a group of IT professionals and Web developers called The World Wide Web Consortium (W3C) has been pushing for unified programming and interface standards on the Web. Webstandards.org details the group’s objectives, and what other organizations, businesses and academics are supporting the cause.