Highland Spring Group Invests in Customer Service with Infor

United States – August 17, 2015, 09:00 AM

Infor, the industry cloud company, today announced that the UK's largest supplier and producer of naturally sourced bottled water, the Highland Spring Group, has invested in Infor Demand Planning. Currently planned to be deployed across four sites in the UK, the application is expected to be used to help Highland Spring achieve a double-digit improvement in demand forecast accuracy for brands including Highland Spring and Speyside Glenlivet, by helping Highland Spring enhance customer service and reduce costs.

As part of a business improvement program, the Highland Spring Group has developed a comprehensive sales and operations planning (S&OP) strategy to boost customer service throughout its retail, trade and export markets. Infor Demand Planning can help Highland Spring manage certain customer service improvements outlined within this strategy, for example helping to ensure the right stock is held in the right location at the right time to meet demand.

The new software can help support this initiative by helping Highland Spring provide more accurate demand forecasts as well as helping with facilitation of better resource management and improved budgeting accuracy. The new Infor application can help the Highland Spring Group move to a 24-month demand planning cycle and factor in various promotions designed to boost demand for its products.

Following a review of demand planning solutions, Infor Demand Planning was selected as it offered the scalability required to enable the Highland Spring Group to help improve customer service as it continues to grow. The Group currently uses Infor CloudSuite Industrial (SyteLine).

"According to Zenith International1, the domestic UK market for bottled water is forecast to grow over 20% in the next three years," said Chris Hatcher, head of supply chain, the Highland Spring Group. "As part of our strategy to capitalize on this growth by providing naturally sourced, bottled water in line with consumer demand, we have invested in a range of tools to improve our customer service. Against a baseline of our current performance, we anticipate at least 98.5% customer service satisfaction across our key accounts, as well as double digit improvement in our demand forecast accuracy."

"For manufacturers such as the Highland Spring Group, demand planning is a key lever for managing the pressures of growth," said Nathalie Regniers, industry and solution strategy director, Infor. "Improved accuracy of demand and better budgeting are critical within the competitive market that the Highland Spring Group operates. That necessitates systems that are fast, agile, easy to use and above all, can support accurate, automated processes which can scale to support customers' projected growth as well as their current position."

1 Zenith International UK Water Drinks Report 2015: http://www.zenithinternational.com/reports_data/191/UK%20Water%20Drinks%202015%20Report

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