The intranet that reduced downtime at Coop Norden

Business context

Coop Norden is a leading Scandinavian retail chain headquartered in Sweden, owned by the cooperative giants KF (Sweden), FDB (Denmark) and Coop NKL (Norway). The organisation managed approximately 1000 stores, generating annual revenues of around SEK 90 billion.

Across the group, there was no unified, centralised tool for reporting, assigning and updating technical faults. Dispersed information and an unstructured ticket flow led to prolonged downtime, lower productivity and reduced working comfort for operational teams.

Coop Norden needed a robust, responsive and high-performance intranet application that would standardise the incident handling process, provide clear status visibility and be accessible to employees regardless of the operating system they used.

Challenge

The biggest challenge was the lack of a single, easily accessible and efficient system for handling technical issues. Delays in logging and processing tickets translated into longer repair times, lost productivity and a decline in overall operational efficiency.

Equally important was the need to ensure a consistent user experience across the organisation — from stores to technical back-office teams — with guaranteed access on macOS and Windows. The solution had to enable fast issue reporting, prioritisation, ownership assignment and ongoing progress tracking.

Solution

Leaware developed an intranet application for Coop Norden based on ASP.NET MVC, designed to support the full ticket lifecycle: from registration and assignment to updates and closure. The system was built as a responsive, high-performance solution to operate smoothly in an environment with a large number of users.

The application provides centralised reporting and clear real-time visibility into the status of every case. This makes it easier to manage priorities, assign tasks to the right teams and eliminate bottlenecks in the fault resolution process.

A key aspect of the implementation was cross-platform availability — users can access the system on both macOS and Windows. As a result, the solution became a universal tool for the entire organisation, significantly improving information flow and shortening response times to issues.