Timber garden products supplier Forest Garden plc says its Forest business serving independent customers has achieved record product availability and service performance levels since corporate restructuring in 2003.
The Hartlebury-based company says the Forest division has realised a consistent 95% product availability across its range and a 96% call handling rate at its dedicated customer service centre. It also put the success down to its Woodland Partners customer support scheme launched six months ago.
Forest Garden’s reorganisation in 2003 was prompted by unusual seasonal demand patterns in the garden timber products industry which resulted in most suppliers’ stock level performance dipping significantly.
Re-organisation involved the creation of two brand-focused divisions – Forest, to serve independent customers and Larchlap for the multiples. Forest’s distribution, purchasing and planning were combined and distribution carriers rationalised to improve deliveries nationwide.
Further re-organisation of Forest’s customer-facing functions into separate builders merchant and garden centre divisions will take place this summer. The divisions will benefit from greater focus and support via their own business managers, sales, service and merchandising teams.
