The order system from Multisoft streamlines ICA's processes and provides control over IT equipment throughout Sweden

The Store Infrastructure team within ICA Sverige AB is responsible for ensuring that all of Sweden's ICA stores have stable operations and the right IT equipment, but the lack of a comprehensive system made this task difficult. Through the collaboration with Multisoft, the team hoped to improve the quality of their services with the help of a customizable order system. Today, Tina Bergström, former head of the group, and Johan Lindmark, current system owner, say that “the system has become better than we could have imagined.”

The group lacked a reliable register of the stores' IT equipment, and the old order system was difficult to work with. The process of extracting accurate data was both cumbersome and time-consuming, which resulted in a recurring task such as compiling a list for the stores could take a long time.

“To create invoices, we exported each order line in the database, selected the ones that were relevant, and pasted them into Excel. Not even those closest to me understood how it worked,” says Tina.

The group's hope was to develop a new system that could streamline processes, ensure data quality, reduce manual intervention, automate manual work, increase trust from the stores, and increase revenue through accurate registers and reduced credit notes.

“We wanted a system that supported the entire department's operations to replace several different systems, which also had shortcomings and were not adapted to the operations that were being conducted,” she continues.

The introduction of the new order system IBIS, developed by Multisoft with the Softadmin® platform, has meant that the group now has a better overview of the stores and their IT equipment and services. Thanks to the fact that the information is store-centered and gathered in one place, the group has access to all the information required so that they can work uniformly and efficiently.

“What two people used to spend full time on now takes a few hours,” says Tina.

Many tasks that were previously performed manually, such as creating debiting documents, are done automatically in the new system. This has contributed to reduced errors, increased trust, fewer dependencies on individuals, a better work environment, and the group has freed up time to perform more value-creating tasks.

“The system has led to us having better status over the IT equipment as a whole in the stores. That is, more that is covered by the service agreement than we have ever had before,” says Tina, “For ICA as a whole and for the stores' brand, stable operations are important.”

Through integrations with existing systems, users have also gained access to much more information than before and can easily keep track of current stores. This has resulted in other parts of the organization and our retailers also using the system to keep track of subscription services and to get an overview of the product range.

“The retailer login has provided a completely different transparency. Now the retailers themselves can see history, what is going on, and what they are paying for. They can see all the equipment and all the services in the system,” concludes Johan Lindmark.

The collaboration between Multisoft and ICA Sverige results in good status and control over the IT equipment in all of Sweden's ICA stores, while the solution promotes increased transparency between ICA Sverige and the retailers.