When a delivery goes wrong in retail—damaged goods, faulty packaging, mislabeled items, or a broken freezer truck—it needs to be handled in a structured way. ICA’s logistics team faced several challenges:

• Improving delivery quality to stores and warehouses
• Gaining full visibility into the deviation handling process
• Lost compensation claims from suppliers and carriers
• Low accuracy in issue handling
• Inefficient follow-up

Logikfabriken developed a custom ServiceNow application that is now the core of ICA’s new deviation management system.The solution covers the entire flow—from when staff at a store or warehouse logs a deviation via handheld device, to automated invoicing. The ServiceNow app automates registration, categorization, routing, communication, and invoicing.

• Deviation reporting via portal
• Automatic categorization and case routing in ServiceNow
• Integration with supplier and logistics systems
• Automated invoice generation
• Export to analytics tools
• Follow-up tools for continuous improvement

The application is now a key part of ICA’s logistics flow, with ServiceNow acting as the hub between users, systems, and processes. By digitizing and automating the work, ICA has achieved:

• Higher delivery quality to warehouses and stores
• Faster, more consistent deviation handling
• Improved billing accuracy toward suppliers and carriers
• Better data collection for analysis and improvements