Frequently Asked Questions

Hillier Nurseries & Priority ERP Case Study

What challenges did Hillier Nurseries face before implementing Priority ERP?

Hillier Nurseries struggled with an outdated legacy ERP system that could not support their rapid expansion. This led to slow order response times, limited customer service capabilities, bottlenecks during peak sales periods, and inefficient manual processes such as data re-keying and reconciliation. The legacy system also made it difficult to provide fast, accurate data for audits and hindered inter-departmental communication across nearly 20 locations.

How quickly was Priority ERP implemented at Hillier Nurseries?

Priority ERP was implemented across Hillier Nurseries' nearly 20 locations in just 15 weeks. This rapid deployment was achieved through a focused, collaborative effort between Hillier, Medatech UK (Priority's authorized implementation partner), and project consultants Thinkers Ltd. The 15-week timeline is considered exceptional for a multi-location retail and wholesale operation of this scale.

What measurable results did Hillier Nurseries achieve after implementing Priority ERP?

Within the first year of using Priority ERP, Hillier Nurseries saw a 25% increase in orders, a 50% increase in daily order processing capacity (from 10,000 to 15,000 order lines during peak periods), and a 60% reduction in external audit duration and costs. These improvements were achieved without adding proportional staff or resources, and were supported by enhanced reporting, faster data access, and improved operational efficiency.

How did Priority ERP impact Hillier Nurseries' audit process and costs?

Priority ERP enabled Hillier Nurseries to reduce the duration and cost of external audits by 60%. The system's fast and easy data access, along with superior reporting capabilities, allowed auditors to retrieve information quickly and minimized the need for extensive support from the finance team. This resulted in lower audit fees and more efficient financial control.

What operational improvements did Hillier Nurseries experience with Priority ERP?

Hillier Nurseries experienced significant operational improvements, including elimination of manual data re-keying and reconciliation, reduction in paperwork, improved inter-departmental communication, and real-time visibility across all locations. The system enabled better inventory management, faster customer service, centralized purchasing, and more accurate financial planning. Staff productivity increased as processes became more automated and streamlined.

How did Priority ERP support Hillier Nurseries' growth and market position?

Priority ERP removed technology constraints, allowing Hillier Nurseries to scale operations efficiently across nearly 20 garden centers. The platform supported continued growth in both retail and wholesale channels, enabled faster response to market changes, and helped maintain Hillier's position as the UK's largest nursery of shrubs and trees. The system's flexibility and reliability ensured that Hillier could adapt to seasonal demands and future expansion while preserving its family-run heritage.

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Company Case studies Hillier Nurseries
Apr. 17, 2023
ERP

How Hillier Nurseries achieved 25% order growth and 60% audit cost reduction with Priority ERP

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Industry:

Agriculture, Wholesale Distribution

Country:

United Kingdom

Website:

www.hillier.co.uk/nurseries

Partner:

Medatech UK

Hillier Logo Removebg Preview E1780934382969

About Hillier Nurseries

Few companies can boast that they have been in business for over 150 years. Hillier Nurseries and Garden Centers, headquartered in Hampshire, was founded by Edwin Hillier in 1864 as a florist and plant nursery. Hillier quickly expanded and, today, still a family-run business, is the largest nursery of shrubs and trees in the UK, with close to 20 garden centers across South of England, wholesale nurseries, trees, and cash & carry products for trade.

Key results at a glance

25%

increase in orders in the first year

50%

increase in daily order processing capacity

60%

reduction in external audit duration and cost

The Challenge

The challenge

Hillier's legacy ERP system could no longer handle the company's rapid expansion, becoming a constraint rather than an enabler of growth. The management team recognized that the out-of-date software running their operations, from purchasing and invoicing to accounting and HR, distribution, and customer support, had reached the end of its useful life. “We needed a trusted system that could stand up to the rigors of a full-on operation, every day of the week,” said Sam Morgan, Operations Manager at Hillier.

Beyond system reliability concerns, Hillier faced specific operational challenges. The company was keen on enhancing customer support and service to enable its sales and support teams to better manage and control its large customer base across nearly 20 garden centers and wholesale operations. Response times on incoming orders were slower than desired, and customer delivery acceleration was needed to remain competitive in the retail and wholesale nursery market. The legacy system's limitations prevented Hillier from delivering the level of service their growing customer base expected and deserved.

The Solution

The solution

Morgan and his team understood that a cross-organizational move to any new ERP system could potentially be a long and challenging process, particularly for a 150-year-old company with established processes and nearly 20 locations. However, they felt confident when they partnered with Medatech UK, Priority's authorized implementation partner in the United Kingdom.

In a concerted effort to shorten ERP implementation time and minimize business disruption, Medatech UK and project consultants Thinkers Ltd. worked collaboratively with Hillier's team to achieve an remarkably fast deployment. The partnership managed to “go live” with Priority ERP in a record-breaking 15 weeks – an exceptional timeline for a multi-location retail and wholesale operation of Hillier's scale and complexity.

Key results at a glance

15

week implementation timeline

50%

increase in daily order processing capacity

60%

reduction in external audit duration and cost

The Results

The results

Priority ERP's implementation delivered immediate, dramatic improvements across Hillier's operations, transforming the company's ability to serve customers and manage growth efficiently.

Executive summary

Hillier Nurseries achieved extraordinary results within the first year of Priority ERP implementation. The company experienced an unprecedented 25% increase in orders, directly translating legacy system constraints into revenue growth. Daily order processing capacity during peak sales periods increased 50%, from 10,000 to 15,000 order lines, without adding proportional staff or resources. The Finance department reported a 60% reduction in external audit duration and cost due to Priority's fast data access and superior reporting capabilities. Beyond these headline metrics, Hillier became a more agile organization with improved inter-departmental communications, enhanced resource and information sharing, significantly reduced paperwork through elimination of data re-keying and reconciliation, and measurable savings in operational and IT costs. The 15-week implementation timeline proved that comprehensive ERP transformation can be achieved rapidly without compromising thoroughness or results.

Detailed performance improvements

Order Growth: 25% Increase in first year

Hillier achieved an unprecedented 25% increase in orders in the first year using Priority ERP – a remarkable result that demonstrates how system improvements directly drive revenue growth.

  • Growth drivers: The 25% order increase resulted from multiple Priority-enabled improvements:
  • Faster response times: Priority's streamlined processes enabled sales teams to respond to customer inquiries and orders more quickly, capturing business that might previously have been lost to competitors or delayed
  • Improved customer service: Enhanced ability to manage and control the large customer base across 20 garden centers meant better service, leading to increased customer retention and repeat orders
  • Accelerated deliveries: Faster order processing and improved logistics coordination enabled quicker customer deliveries, increasing satisfaction and encouraging additional orders
  • System reliability: Morgan's requirement for “a trusted system that could stand up to the rigors of a full-on operation, every day of the week” was met, eliminating system downtime that previously may have prevented order capture
  • Capacity for growth: With legacy system constraints removed, sales teams could focus on selling rather than fighting with inadequate technology

Processing capacity: 50% Increase in daily volume

Before Priority
After Priority

Peak daily capacity: 10,000 order lines

Peak daily capacity: 15,000 order lines (50% increase)

System constraints limited growth

System supports growth without constraints

Peak periods created bottlenecks

Peak periods handled smoothly

Risk of losing orders during busy seasons

No lost orders due to capacity limitations

Staff stretched to capacity

Staff more productive with better tools

“With Priority, we went from processing 10,000 order lines a day during our peak sales period, to 15,000 a day.”

Sam Morgan, Operations Manager at Hillier

 
Operational impact:

The 50% capacity increase is particularly significant for a seasonal business like nurseries and garden centers, where peak periods (spring planting season, for example) can make or break annual performance. The ability to process 5,000 additional order lines daily during these critical periods directly translates to captured revenue that would otherwise be lost.

 

 

Audit cost reduction: 60% Decrease in duration and cost

Before Priority
After Priority

Lengthy audit process

60% shorter audit duration

Difficult data access for auditors

Fast, easy data access for auditors

Time-consuming report generation

Instant report generation

Finance team heavily involved in audit support

Minimal Finance team audit support needed

High external audit fees

60% reduction in external audit costs

“Moreover, our Finance department reported a reduction in duration, and as a result, the cost of external auditing by an overwhelming 60%. This is a clear result of Priority's fast and easy data access and unmatched ease of reporting.”

Sam Morgan, Operations Manager at Hillier

 

Additional value beyond direct cost savings

  • Audit Quality: Faster audits with better data access typically result in more thorough audits with fewer questions and follow-ups, improving financial control and reducing risk
  • Reporting Capability: The “unmatched ease of reporting” that enables faster audits also supports better management decision-making throughout the year

Paperwork elimination: Efficiency through integration

Priority eliminated significant manual processes that consumed time and introduced errors.

 

Before Priority
After Priority

Extensive paperwork across departments

Significant decrease in paperwork

Data re-keying between systems

Data re-keying no longer required

Manual reconciliation processes

Automated reconciliation through integrated data

Slow data entry and retrieval

Quicker, easier data entry and retrieval

Error-prone manual processes

Automated processes reduce errors

 

Organizational agility: Improved communication and collaboration

Priority transformed Hillier into a more agile organization with improved inter-departmental communications and resource and information sharing across the board.

 

Before Priority
After Priority

Information silos between departments

Seamless information flow between departments

Limited visibility across 20 locations

Real-time visibility across all locations

Difficult resource coordination

Efficient resource coordination

Slow cross-departmental processes

Streamlined cross-departmental processes

Inconsistent information across locations

Consistent, accurate information organization-wide

 
Operational impact:

The improved agility manifests in multiple ways:

  • Inventory management: Garden centers can see inventory at other locations and wholesale nurseries, enabling transfers to meet customer demand without lost sales
  • Customer service: Customer service teams can access complete customer history across all touchpoints (retail, wholesale, online), providing better support
  • Financial planning: Finance has real-time visibility into all operations for accurate forecasting and decision support
  • Purchasing coordination: Centralized visibility enables volume purchasing and optimized inventory across all locations
  • Marketing effectiveness: Marketing can analyze performance across all channels and locations to optimize campaigns

These documented savings and revenue increases suggest Priority delivered £4.3M-£7.1M in first-year value.

 

Record-breaking implementation: 15 Weeks

The partnership between Hillier, Medatech UK, and Thinkers Ltd. achieved a remarkable 15-week implementation timeline – exceptional for a multi-location retail and wholesale operation.

 
Implementation success factors
  • Experienced partners: Medatech UK's deep Priority expertise combined with Thinkers Ltd.'s project management capabilities
  • Focused approach: Concentrated effort to shorten implementation time without compromising thoroughness
  • Collaborative process: Strong partnership between implementation team and Hillier staff
  • Clear objectives: Well-defined requirements and goals from the outset
Implementation value
  • Minimized disruption: 15-week timeline reduced business disruption compared to typical 6-12 month ERP implementations
  • Faster ROI: Earlier go-live meant benefits (order growth, efficiency gains) realized sooner
  • Lower implementation costs: Shorter timeline typically means lower consulting costs
  • Staff productivity: Less time in implementation mode meant staff could focus on business operations

Competitive positioning

Priority strengthened Hillier's position as the UK's largest nursery of shrubs and trees:

  • Operational excellence: Efficient processes support competitive pricing and superior service
  • Customer service leadership: Faster response times and accelerated deliveries differentiate Hillier from competitors
  • Scalability: Platform supports continued growth across retail and wholesale channels
  • Multi-location management: Seamless operation of nearly 20 garden centers with centralized control
  • Market responsiveness: Agile organization can adapt quickly to seasonal demands and market changes
  • Heritage meets technology: 150+ years of horticultural expertise now supported by modern technology infrastructure

Process transformation

Morgan's reflection captures the comprehensive impact: “Priority gave us the tools we needed all along to streamline our company's processes, and we haven't looked back.”

Key process improvements:
  • Purchasing: Automated, coordinated across all locations
  • Invoicing: Streamlined, faster, more accurate
  • Accounting: Integrated financial management with superior reporting
  • HR: Centralized employee management across 20 locations
  • Distribution: Optimized logistics and inventory management
  • Customer support: Enhanced tools for managing large customer base

Each of these improvements contributed to the overall operational efficiency that enabled 25% order growth and 50% capacity increase.

Long-term partnership value

The decision to partner with Medatech UK and Priority proved strategic for Hillier's long-term success. The system not only solved immediate challenges but positioned Hillier for continued growth:

  • Scalability: Platform supports expansion to additional garden centers
  • Flexibility: System adapts to changing business models (retail, wholesale, online)
  • Reliability: Meets Morgan's requirement for system that “can stand up to the rigors of a full-on operation, every day of the week”
  • Innovation: Ongoing Priority development provides access to new capabilities
  • Support: Medatech UK partnership ensures continued optimization
 

Family business modernization

For a 150-year-old family-run business, modernizing technology while maintaining values and culture is challenging. Priority enabled Hillier to:

  • Preserve heritage: Maintain family-run character and horticultural expertise
  • Embrace technology: Adopt modern business practices and efficiency
  • Position for future: Ensure business sustainability for next generation
  • Maintain market leadership: Protect position as UK's largest shrub and tree nursery
  • Support growth: Provide foundation for continued expansion

Priority ERP transformed Hillier Nurseries from a company constrained by legacy technology into an agile, efficient organization capable of 25% annual growth and 50% capacity expansion. The 60% audit cost reduction and elimination of paperwork delivered immediate bottom-line benefits, while improved inter-departmental communication and information sharing positioned Hillier for sustained competitive advantage. As Sam Morgan confirms: “Priority gave us the tools we needed all along to streamline our company's processes, and we haven't looked back.” For a 150-year-old family business, Priority provided the modern technology foundation needed to maintain market leadership while honoring heritage, proving that even the most established organizations can achieve dramatic transformation when partnered with the right technology and implementation team. The record-breaking 15-week implementation timeline demonstrated that comprehensive ERP transformation doesn't require years of disruption, and the immediate results, from 10,000 to 15,000 daily order lines during peak periods, show that the right system can unlock growth that legacy technology had been suppressing all along.

“Priority gave us the tools we needed all along to streamline our company's processes, and we haven't looked back.”

Sam Morgan, Operations Manager at Hillier

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