Infios VUG 2025: Voice intelligence powers supply chains

Voice, robotics and AI dominated the agenda at a recent event for supply chain experts focused on doing more with less, reports Miya Knights, Retail Technology Publisher

Over 100 customers and partners gathered at the Infios 2025 Voice User Group (VUG) event near Warwick recently to discuss the latest supply chain voice and mobility developments.

Although having recently rebranded as Infios, a Körber Group company, the VUG first met in 2011, and today counts over 300 operational retail and manufacturing sites across the UK as part of its global organisation.  

Matt Gregory, Infios Senior Vice President, Voice and Mobility, outlined that the company update would help its clients manage rapid change as customer expectations continue to rise. 

“We've got wars and trade tariffs,” he told attendees. “We've got economic and political challenges across the world. But the customer still expects that next-day delivery. They still expect the shops they visit to have a fully stocked shelf.”

Global strategy and alignment

Gregory said the update would enable Infios to focus on supply chain execution, including warehouse management, order management, and transportation management systems.

He referenced the strategic acquisitions that built the voice and mobility business, including Voitech, Vocollect, and Cohesio, and highlighted a voice consulting team and support desk globalisation strategy.

He added that the company specialises in integrated voice-based warehouse operations, enabling best-of-breed supply chain platforms, and enhancing partnerships with key vendors, such as Honeywell and Zebra.

“We have 1,100 customers around the world using our warehouse management system [WMS] products today,” he said. “But probably less than 10% of those are actually using voice.”

Innovation with gamification

Other company updates included an overview of the company’s warehouse execution system (WES) 3.0, which includes new features like application programming interface (API) integration and dynamic zone picking. 

Nick Retzmann, Vaibe Chief Growth and Product Officer, introduced gamification solutions to enhance productivity and employee engagement, showcasing a 5% increase in productivity for a client. The event also included a demo area for exploring innovations and technologies.

Retzmann shared use cases for optimising warehouse operations and improving driver punctuality. He urged attendees: ”I encourage you to consider gamification as a tool to enhance operations and engage the workforce.”

Ciprian Cosma, Honeywell Connected Supply Chain European Sales Director, detailed advancements in his division’s voice technology, including new headsets and augmented reality (AR) software development kit (SDK) solutions. He also stressed the importance of the Customer Success Program for continuous improvement and support.

“The [Honeywell] Talkman is not a low-cost device. It's expensive, but many of you have used it for many years, and it brings value,” added Cosma. “That's why we are continuing to develop the software and firmware on it so that we can get even better.”

Asset management challenges

The company also introduced the Infios Cloud to address common issues in asset management, such as devices left on pallets or that go missing from smart cabinets. Users can set up virtual cages and automate device check-in and check-out processes using the platform.

Adrian Lawson, CEO at shared asset control systems provider Waizu, outlined how the new cloud service addressed the challenges of tracking and managing returnable transport packaging (RTPs) assets, such as totes and roll cages. He showed how devices, including tablets and smartphones, could be used to crowdsource asset locations, providing a low-cost solution for tracking RTPs.

Lawson explained the benefits of using Internet of Things (IoT) tags for tracking different assets, including temperature sensors and global positioning system (GPS) tracking. ”It’s not just [about] keeping the lights on,” he added. “Things are going missing and getting misplaced because we're not measuring them.”

Aside from company, product, and partner updates, two Infios clients were on hand to share their experiences with voice-based warehouse technology due to very different business strategies. One is focused on global expansion, while the other is prioritising convenience.

Automation investment for scale

Marc Travers, Hachette UK Distribution Operations Director, said a 20-year relationship with Infios has provided accuracy and consistency in the publishing company’s supply chain. 

Aiming for “global domination in book distribution,” Travers explained how Hachette had expanded its operations with a new distribution centre in 2018. The company continues to build out the most advanced book distribution and service centre in Europe using Infios voice tech. 

He said the introduction of voice picking in 2007 eradicated picking errors overnight. “Now, about 99% of everything we do is case picking (no more pallets), and of course, it [voice] reduced returns, credits, and claims,” Travers continued. “We get the dataset that feeds back in terms of our productivity, and about 20% in gains.”

The company plans to expand the same voice and automation solutions into other distribution centres in the US and Australia, while the UK operation grows. He added: “We're going live with an extra 20% volume in a week's time, and I'm not worried, because we've gone through it and built the infrastructure to manage that.”

Proactive change management

Jim Gowland, Head of Distribution at Toolstation, discussed implementing voice technology into the retailer’s warehouse operations, which reduced errors and increased pick productivity by 20-30%. 

His session covered the implementation process, emphasising the importance of change management and modular approaches. Gowland stated it was experiencing "poor fill of our totes and cages" with its previous paper-based picking system. 

The tools, accessories, and building supplies retailer, also part of the Travis Perkins Group, is looking to grow through the introduction of the Toolstation Club discount scheme last year and expand through same-day delivery services to more of its 580-plus store estate. 

Gowland concluded: “We're standing here five years after having done the first implementation of voice, because we know we've got a continuing relationship with Infios, and we're working on new things currently in terms of how we can improve our service to stores.”