... strengthened the online offering ...
A better customer experience, a wider range of products and streamlined internal processes
During the year ICA Sweden, Apotek Hjärtat and Rimi Baltic continued their e-commerce initiatives. Major events included the opening of ICA Sweden’s new highly automated customer fulfilment centre in Brunna north of Stockholm, continued implementation of the new e-commerce platform (Ocado Smart Platform), and the opening of Apotek Hjärtat’s new customer fulfilment centre in Norrköping. Overall, these initiatives will provide a better customer experience and a wider range of products while increasing internal collaboration and streamlining internal processes.
Strong increase in sales compared with before the pandemic
One strong trend in recent years has been a noticeable increase in online shopping. For Apotek Hjärtat and Rimi Baltic this growth also continued in 2022. Apotek Hjärtat’s online sales increased by 9.5% and Rimi Baltic’s by 3.4%. The ICA stores’ online sales decreased during the year by 24% compared with the previous year. Compared with 2019 and the situation before the pandemic, however, online sales have settled at a considerably higher level. Overall, the ICA stores’ online sales increased by 101% between 2019 and 2022. Online sales amounted to 3.4% of total store sales during the year, compared with 3.8% in 2020 and 1.9% in 2019.