How claims management delivered $2.31M for Highland Baking
Uncover how Highland Baking Company achieved $2.31M in claims recovery with TELUS Trade Promotion Management, automating deduction processes and transforming manual operations into strategic revenue recovery.
Executive summary: claims management automation
Manufacturers are facing increasing pressure to optimize trade promotion management and maximize revenue recovery. In today's marketplace, consumer goods companies must implement effective claims management systems to protect profit margins.
Highland Baking Company exemplified this challenge when the family-owned bakery transitioned from unique customer pricing to standardized pricing methodology, requiring a robust automated claims management process. By implementing TELUS Trade Promotion Management, Highland Baking transformed their time-intensive deduction processes into streamlined operations, enabling systematic deduction management and consistent repayment agreements with major distributors. This case study demonstrates how automated trade promotion management can deliver measurable revenue recovery while eliminating operational inefficiencies for consumer goods companies.
Software used
TELUS Trade Promotion Management$2.31M+ revenue recovery: Achieved over $2.31M in total claims recovery over two years, with $962K recovered in the first year alone
Proven recovery rate: Systematic deduction management delivering consistent repayment agreements with major distributors
Eliminated manual processing: Converted time-intensive backup documentation into automated daily system engagement and strategic focus
About Highland Baking Company
Highland Baking Company is a family-owned and operated bakery that specializes in customized bread products for chain and national accounts in the foodservice sector. As a growing consumer goods company, they serve major distributors including Sysco, US Foods and Reinhart.
Managing these complex distribution relationships requires sophisticated management systems to handle trade promotion agreements and deduction management processes effectively.
The challenge: Building effective claims management from manual processes
Before implementing trade promotion management (TPM) with a claims management system, Highland Baking priced every customer uniquely.
With the transition to standardized pricing and anticipated deductions, an automated solution became essential since they operated as a "one woman show."
The manual deduction management process often caught the team off guard with unexpected deductions. Highland Baking needed a way to systematically validate deductions against actual sales volumes and implement effective deduction management processes ahead of quarterly settlements.
"Without TELUS, I would not have been able to collect the significant amount of money recovered. The system has completely transformed our approach and has been a huge driver for growth at Highland Baking Company.”
Karen Holansky
TPM Operations Lead, Highland Baking Company
The solution: Using TELUS Trade Promotion Management for comprehensive claims management
TELUS Trade Promotion Management significantly improved Highland Baking's approach to claims management and deduction resolution. The solution enabled them to implement systematic management processes and achieve significant claims recovery through automated deduction management.
By implementing TELUS Trade Promotion Management, Highland Baking harmonized their trade promotion data into unified reporting. This gave the company real-time visibility into all deduction management activities.
By harmonizing trade promotion data and automating deduction validation, TELUS helped Highland Baking manage the complex web of volume discounts, promotional agreements and trade terms with their distributor partners. Creating a quick way to validate legitimate claims and maintain strong distributor relationships.
Key implementation features
The integrated claims management platform provided Highland Baking with:
End-to-end comprehensive trade spend management: Planning, forecasting, margin analysis, accruals, settlements/deductions/claims and reporting
Automated claims processing: Streamlined claim submission and tracking capabilities for efficient deduction management
Comprehensive deduction management: Systematic approach to identifying and processing billbacks with reduced deduction resolution time
Advanced reporting: Tableau-based reporting suite including rebill reports and KPI dashboards for effective deduction management
Account management support: Dedicated TELUS support team providing responsive assistance
"Support from the TELUS account management team is excellent – they’re always responsive with thorough detail. Our interactions are 10/10."
Karen Holansky
TPM Operations Lead, Highland Baking Company
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The results: Achieving exceptional claims recovery through advanced claims management
Implementing TELUS Trade Promotion Management (TPM) revolutionized Highland Baking's claims management capabilities and deduction resolution processes. The impact of comprehensive claims management is felt across multiple areas of the business, delivering measurable improvements in revenue recovery and operational efficiency:
Financial results through claims management:
$1.73 million in claims recovery from a single vendor over 2+ years through systematic deduction management
$962K recovered in the first year alone using automated claims management processes
$1.17M recovered in the second year demonstrating sustained claims recovery performance
$500K+ additional recoveries found using TELUS Trade Promotion Management capabilities
Operational Improvements in claims management:
Process transformation: Shifted from manual claims processing to strategic rebill process management
Reduced deduction resolution time: Streamlined management processes enabling faster claims recovery
Enhanced productivity: Daily system engagement with persistent collections follow-up for effective deduction management
Improved contract management: Faster contract distribution supporting better trade promotion management
Inventory optimization: Condensed inventory lists and discontinued underperforming items
System performance for claims management:
Comprehensive reporting: Streamlined reporting for stakeholders supporting management systems oversight
Daily user adoption: Consistent system usage enabling proactive claims management and deduction resolution
Implementation success factors for claims management
The TELUS Trade Promotion Management implementation successfully transformed Highland Baking's deduction management system across multiple operational areas. The solution provided comprehensive claims management capabilities enabling systematic approaches to resolving deductions and implementing effective management processes.
The automated deduction management system became essential for operational efficiency and revenue protection.
"Processing claims used to consume so much of my time. This system has completely shifted my workload. Instead of manually processing every claim, I can focus on the strategic rebill process where we're actually recovering significant revenue."
Karen Holansky
TPM Operations Lead, Highland Baking Company
Key takeaways for consumer goods companies on claims management
This case study demonstrates how TELUS Trade Promotion Management can transform claims management for consumer goods companies by converting:
Manual deduction management processes into automated, efficient management systems
Limited claims recovery visibility into comprehensive deduction management oversight
Reactive claims processing into proactive trade promotion management
Time-intensive manual processes into streamlined deduction resolution workflows
TELUS Trade Promotion Management delivers measurable revenue recovery for claims management
TELUS Trade Promotion Management has helped consumer goods companies worldwide recover substantial lost revenue through automated claims management and sophisticated deduction management systems. Our comprehensive platform transforms manual processes into streamlined operations that help deliver measurable financial results across complex distribution networks.
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