Infor is one of the most prominent ERP systems serving the HVACR market. Last month their users group, TUG, which is independently run, held their annual event.

If your company operates on the Infor platform, this is where your IT and sales operations group (as well as others depending upon the agenda) go to keep your company on the leading edge of technology.

NSA Computer Exchange (NSA) is a leading Infor partner and supports a number of HVACR distributors. Since 1984, the company has helped distributors improve productivity, profitability, and customer service through the implementation and support of Infor CloudSuite Distribution, warehouse management solutions, analytics, AI, and strategic edge solutions.

Having known Mary Bennett, NSA’s VP of Sales, for many years, I reached out to her for her observations from the conference.

TUG Connects: More Than an Annual Conference

Every year, distribution professionals gather for TUG Connects but calling it simply a conference doesn’t do it justice. TUG Connects is the annual event hosted by The User Group (TUG), an independent organization made up of Infor distribution customers running Infor CloudSuite Distribution (CSD), CloudSuite Distribution Enterprise (CSDE), and various legacy Infor solutions. What makes TUG unique is that it is truly a customer-driven organization focused on one mission: customers helping customers.

Unlike many industry conferences where software vendors dictate the agenda, TUG is managed and led by its members. The customers determine the topics, select the sessions, and guide the direction of the event. Infor and its partners participate as invited vendors, creating an environment where customer voices remain front and center. Even vendor participation is carefully vetted, ensuring that solution providers have proven referenceable customers successfully running Infor solutions within the distribution industry.

This year’s event in Nashville once again demonstrated the power of the TUG community. Having attended over the years from multiple perspectives—as an Infor employee, as a customer member, and now as an Infor partner, I continue to be impressed by the openness and willingness of distributors to share their experiences, challenges, successes, and lessons learned.

One of the most valuable aspects of TUG Connects is seeing firsthand how distributors are leveraging technology to improve productivity, profitability, and customer service. Attendees leave with practical ideas they can immediately apply to their own organizations. The conversations extend far beyond software features and functions; they focus on solving real business challenges.

Not surprisingly, Artificial Intelligence (AI) was one of the dominant topics throughout the conference. Customers shared examples of how they are exploring AI to automate repetitive tasks, improve decision-making, and provide greater visibility into their operations. Equally important was the discussion around Infor’s open technology architecture. The flexibility of the Infor technology stack allows distributors to integrate best-of-breed strategic solutions that address their specific business needs without sacrificing the benefits of an integrated ERP platform.

The HVAC industry provided several compelling examples of how distributors are moving beyond AI exploration and into measurable business results.

IRR Supply recently completed a 90-day implementation of Infor AI for Accounts Payable Automation and is already realizing significant operational savings. The results have been so impactful that the company has already begun evaluating additional AI use cases within the business. Because Infor AI is delivered as part of the Infor OS technology platform and includes distribution-focused use cases, customers like IRR Supply can implement solutions quickly and begin realizing value in a matter of months rather than years. This practical approach to AI adoption was a common theme throughout the conference, with distributors focusing on targeted business outcomes rather than technology for technology’s sake.

Another recurring theme was workforce transformation. Many distributors are facing the realities of the “Silver Tsunami” as experienced employees approach retirement. Organizations are looking for ways to capture institutional knowledge while simultaneously automating routine activities. Technologies such as Robotic Process Automation (RPA), workflow automation, and AI-powered tools are helping distributors reduce manual effort, improve consistency, and allow employees to focus on higher-value activities.

Another popular topic centered on value-added services and how distributors can differentiate themselves while protecting and growing margins. As product margins continue to face pressure, many distributors are expanding beyond traditional buy-and-sell models by offering services that create additional value for their customers. Discussions covered a wide range of offerings, including equipment rental programs, implementation and technical services, special delivery options, custom kitting and assembly, inventory management programs, and other customer-specific solutions. Attendees shared both successes and lessons learned, focusing on how to properly price these services, measure profitability, and position them as strategic differentiators. The ability to generate new revenue streams and strengthen customer relationships through value-added services emerged as a key strategy for improving margins and remaining competitive in today’s market.

Perhaps the greatest takeaway from TUG Connects is that technology alone is not the answer. The real value comes from the collective knowledge of the distribution community. Through open collaboration, peer networking, and shared experiences, distributors help each other navigate industry challenges and identify opportunities for growth.

While the formal sessions provide tremendous value, some of the most insightful conversations happen in the hallways, over lunch, and during special interest group discussions. These informal peer-to-peer exchanges allow distributors to dive deeper into operational challenges and share practical solutions. For example, electrical distributors discussed strategies for managing special pricing agreements with key manufacturers, including ship-and-debit processes that help maintain inventory turns while maximizing vendor incentives. Across various distribution verticals, attendees also exchanged ideas on rebate management, sales compensation models, and commission structures. These candid conversations provide real-world perspectives that are often difficult to find elsewhere and frequently generate actionable ideas that participants can bring back to their organizations immediately.

What truly sets TUG apart is that the collaboration doesn’t end when the annual conference concludes. TUG provides an active, year-round community where members can post questions, share challenges, and receive guidance from fellow distributors facing similar situations. Monthly webinars, educational sessions, and ongoing peer-to-peer engagement are all included as part of TUG membership. This continuous exchange of ideas, best practices, and real-world experiences creates an environment focused on learning, innovation, and continuous improvement. As attendees returned home from Nashville, they left not only with new ideas and connections, but with access to a community committed to helping each other succeed every day of the year.”

About Mary Bennett

Mary Bennett has spent nearly four decades helping distributors leverage technology to improve productivity, profitability, and customer service. With experience spanning software development, support, consulting, project management, and sales, she has worked with distribution companies of all sizes to modernize operations and drive business growth. Today, Mary serves as VP Sales with NSA Computer Exchange.

Observations

• First, thank you Mary for your observations from TUG and I look forward to your, and the NSA team’s, contributions to the HVACRTrends readership on future technology topics to support Infor distributors.
• While the topic of AI is not surprising, the IRR example also highlights that before distributors invest in “bolt-on” solutions they should be talking to their ERP provider to understand what is already available in the system and what is on the short-term roadmap. There may be advantages to staying with one provider or, alternatively, the bolt-on provider, since they are focused on a specific application, may have a better solution / user experience.
• Workforce transformation is something impacting every industry and while there is much talk about it, especially from senior management and perhaps HR if it looks at succession role planning or finds itself doing much recruitment. Operationally, there are many tools that can be used to support this, inclusive of implementation of AI tools to support knowledge gathering / transference as well as helping companies reimagine roles.

And if you are in the early stages of your AI journey, consider checking out Channel Marketing Group’s AI eBook, “The AI-Enabled Distributor” which focuses on helping distributors understand the opportunity, go from pilot to projects, and shares insights from over 30 companies, many focused on the HVACR space.