Apoteket, one of Sweden's leading pharmacy chains, faced a unique challenge in balancing fast, free deliveries with sustainable growth.
Operating in a highly competitive market, the company sought innovative solutions to meet customer expectations while addressing the profitability of their logistics operations.
Enter Ingrid, a delivery management platform, which Apoteket adopted early in its development journey, starting in 2017–2018.
As a key player in the pharmacy sector, Apoteket’s delivery model demanded next-day shipping at no additional cost to customers — a strategy that strained profitability.
They discovered that low-value orders, such as a single toothpaste tube or over-the-counter medicines, led to significant operational losses.
At the same time, Apoteket’s delivery promises lacked specificity, impacting conversion rates and customer satisfaction.
The need to balance customer expectations, delivery costs, and sustainability became a pressing issue.
Apoteket turned to Ingrid’s suite of tools to meet expectations of customers as well as optimizing for profitability.
Ingrid Analytics provided actionable insights into profitability metrics, enabling data-driven decisions.
Shipping price adjustments allowed Apoteket to experiment with pricing, increasing fees for low-value orders while maintaining free delivery for high-value, profitable customers.
Customizable checkout experiences enhanced customer journeys, allowing Apoteket to cater to both online and in-store needs seamlessly.
By leveraging Ingrid's platform, Apoteket achieved the following results.
Adjustments based on Ingrid Analytics increased shipping revenue by 75% in the second half of 2024 compared to the first half.
Despite a minor 1% dip in conversion rates due to freight charge increases, the customer mix improved, focusing on profitability rather than unsustainable growth.
Specific delivery dates improved customer satisfaction and provided a roadmap to boost conversion rates by 4–5% in 2024.
Apoteket’s innovative freight strategies are positioning it as a market leader who plans to double profitability in 2025 while maintaining conversion levels.
Ingrid enabled Apoteket to transition from a reactive delivery model to a strategic, profit-focused logistics approach.
With its sights set in 2025, Apoteket will be using Ingrid’s dynamic features to optimize delivery promises, based on location, order value, and customer segmentation, ensuring clear and accurate delivery windows.
This partnership highlights how data-driven insights and advanced logistics tools can transform delivery into a revenue driver.
"Ingrid has helped us solve the delivery dilemma by turning logistics into a real revenue driver.
With their tools, we optimized freight charges and delivery promises, boosting shipping revenue by 75% while keeping our customers happy.
It’s been a game-changer for balancing growth, sustainability, and profitability."
