Why a Retail Driven Open Network is your new Revenue Stream

The traditional model of fragmented delivery systems is reaching a breaking point. As parcel volumes surged globally, accelerated by a permanent shift in consumer behaviour, retailers found themselves at a critical crossroads: remain passive hosts to a “mess” of carrier-specific boxes or take the wheel.

At ICA Gruppen, Sweden’s largest grocery retailer, the answer was a strategic pivot. By partnering with Ingrid and us, they didn’t just add lockers; they pioneered a Retail-Driven Open Network (RDON).

Our head of new sales, Fredrik Fenberg, recently sat down with the head of parcel solutions at ICA, Sofie Pettersson, to discuss the model in detail.

Problems ICA faced before RDON

Starting in 2018 and during the pandemic, ICA stores faced significant operational strain due to rapidly growing volumes. Multiple carriers meant multiple proprietary systems, different hand scanners, and various software platforms. This forced staff to undergo extensive training just to perform the simple task of handing out a parcel.

With five different carriers in the store, that means youre also having five different systems… someone that is going to work in the store needs to learn all those systems.- says Sofie Pettersson.

Beyond the digital clutter, the physically locked landscape was becoming unsustainable. Different carrier-branded boxes cluttered store environments, creating a confusing experience for customers who might have parcels waiting at two or three different locations.

The solution: One infrastructure, Many carriers

A retail-driven open network is carrier-agnostic. It allows multiple logistics providers to share the same physical and digital infrastructure, putting the retailer back in the driver’s seat.

For ICA, this transformation rests on these four pillars:

1. Unified hardware: Utilising Cleveron’s parcel robotics solutions to maximise vertical space and utilise wasted space near the ceiling. Additionally, they have space in their warehouses to load the machine as soon as the space becomes available.
2. Floor space optimisation: By moving parcels into robots and lockers, retailers free up floor space for their primary purpose: selling goods.
3. Centralised software: Using the Ingrid platform as the heart of the operation, connecting all carriers via standardised APIs and simple protocols.
4. Operational efficiency: Staff use a single, unified system to scan and manage every parcel, regardless of which major carrier delivered it.

Partnership results in numbers

The shift isn’t just about backend logistics; it’s about meeting a massive consumer demand for convenience. The data from ICA’s journey is undeniable:

• High demand: 9 out of 10 customers want their grocery store to offer these parcel services.
• Preferred choice: 7 out of 10 customers list ICA as their first choice for both parcel pickup and grocery shopping.
• Speed: What used to take 5 to 10 minutes of waiting in a kiosk line now takes roughly 10 seconds at a robot or locker.
• Increased revenue: Customers who come for a parcel often stay to buy groceries, driving strong upsell.

It’s a win-win… people can combine their everyday duties as, for example, grocery shopping, with actually picking up their parcel — Fredrik, Head of New Sales, Cleveron

So how does RDON work?

A Retail-Driven Open Network (RDON)is an open, carrier-agnostic ecosystem in which multiple logistics providers share a single physical and digital infrastructure managed by a retailer.

Rather than hosting several proprietary, carrier-specific locker systems that clutter floor space and confuse staff, the retailer takes ownership of the process by implementing a single, unified hardware and software solution.

The RDON model relies on three core pillars to streamline the last mile:

1. Centralised digital infrastructure: A unified software platform, Ingrid acts as the heart of the system, connecting various couriers through standardised APIs into one interface.
2. Automated hardware: High-capacity parcel robotics solutions, like Cleveron 402 and Cleveron 403, or lockers, enable the retailer to manage thousands of parcels efficiently while utilising otherwise wasted space near the ceiling.
3. Unified operations: Store staff only need to learn one system for scanning and handing out parcels from any carrier, significantly reducing the burden of training and daily management.

By driving the process, retailers transform a logistical challenge into a powerful customer service tool that increases footfall and drives significant upsell.

Let’s talk about how you can benefit from RDON

As new regulations emerge across Europe, limiting street-side lockers and pushing for indoor consolidation, the retailers who establish themselves as the primary local pickup point now will be the long-term winners.

This solution is no longer a prototype; it is a go-to-market-ready system that can be deployed worldwide.

By taking ownership of the network and the customer journey, you transform a logistical burden into a powerful engine for footfall, satisfaction, and growth.

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