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Transformation af engrosdriften hos inco Cash & Carry
CLIENT
Inco Cash & Carry
INDUSTRY
Consumer Brands
EXPERTISES
Digital Experience Platform
Data, AI & Intelligence
App development
Experience Strategy
Interactive UI & Visual Design
CREDITS
inco Cash & Carry er en af Danmarks største foodservice-grossister og betjener restauranter, cateringvirksomheder og professionelle køkkener over hele landet. Med mere end 37.000 produkter og et stærkt fokus på kvalitet, friskhed og fleksibilitet støtter inco fødevareprofessionelle med et bredt sortiment, der er tilpasset de daglige driftsbehov.
VISIT inco.dk
PROJECT OVERVIEW
The Starting Point
Challenge
Solution
Collaboration
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Inco is one of Denmark’s largest food wholesalers, operating three cash & carry warehouses serving professional buyers. The ambition was not simply to digitise checkout. It was to rethink how customers move, buy, and interact inside the warehouse. Since 2019, Kruso has acted as Inco’s digital transformation partner. The scan & go app became the first visible step, but it was rooted in a broader strategic investment plan for long-term digital development. Before writing a single line of code, we worked with iÍnco to define a realistic, staged transformation roadmap. The app was not the goal. It was an enabler.
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Turning Strategy into Operational Change
The objective was concrete: enable customers to manage their entire purchase journey directly from their own smartphone.
But in a wholesale environment, operational stability matters as much as innovation. The solution had to work in busy warehouses, integrate with existing systems, and support both customers and frontline staff.
This required organisational alignment — not just development capacity.
We approached the project through participatory and user-driven design. Not because it sounds progressive, but because adoption depends on ownership.
Key stakeholders across inco, from technology and sales to customer service and cashiers, were involved early. Employees tested prototypes before customers did. Their daily experience shaped the solution.
Through short, iterative sprints, feedback was continuously translated into adjustments. Test. Refine. Test again.
This ensured two things:
The solution supported real customer behaviour
The organisation was prepared to operate and support it from day one
Adoption was designed in - not added later.
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From Functionality to Business Capability
The app enables customers to scan products, manage purchases, access invoices, and personalise their experience.
But the real shift is structural.
The solution:
reduces friction in the warehouse flow
redistributes operational workload
creates direct access to behavioural data
strengthens inco’s ability to evolve the customer journey over time
The app is not a standalone product. It is a platform capability.
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Continuous Development as a Discipline
Since launch in 2022, the solution has been continuously developed. New features are prioritised based on real usage data and evolving business needs.
This long-term collaboration has strengthened Inco’s internal focus on customer journey data as a strategic asset. Insights from behaviour now inform operational decisions, investment priorities, and service development.
Digital transformation, in this case, is not a launch moment.
It is an operational discipline.
Kontakt
Er du nysgerrig på, om det er det rette match?
Er du nysgerrig på, om det er det rette match?