How one of Norway's leading discount retail chains achieved fewer deviations, better flow, more control with IMI

Europris reduces warehouse deviations and gains operational control with IMI’s claims management system.

Claims management

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Europris cuts deviation rates and keeps 288 stores running with IMI's claims management system

Europris is one of Norway’s leading discount retail chains, with 288 stores selling everything from furniture and seasonal goods to candy and everyday essentials, all supplied from a central automated warehouse in Moss.

When Europris moved into their new central warehouse in 2019, they made the leap from a fully manual operation to an automated one overnight. That shift brought new efficiency, but also new vulnerability. In an automated warehouse, deviations can’t be left unresolved. They stop the entire flow.

For Rasmus Berndtsson, Head of Production at Europris Logistics Center, IMI’s claims management system became the tool that gave his team the visibility and control they needed to keep operations moving.

We have actually been able to see that we have more deviations than we thought – and now we can work on the right things and get them cleared up.

Rasmus Berndtsson

Head of Production, Europris

The challenge:

Automation increases the stakes of every deviation

Moving to automation in 2019 transformed Europris’ warehouse operations. But it also meant that every unresolved deviation had the potential to bring the entire production flow to a halt – affecting store replenishment across all 288 locations in Norway.

Deviations on inbound tracks needed to be identified and resolved immediately to avoid production stoppages
Equipment issues – trucks, picking tools, voice equipment – required faster response times
Supplier deviations from both road transport and container shipments from Asia needed to be communicated quickly to purchasing and the Shanghai office
Without a structured system, the true scale of deviations across the warehouse was not fully visible

“We are even more sensitive to deviations because of our automation. If we don’t solve them, the entire flow and process in the automation plant will stop.”, Rasmus Berndtsson, Head of Production, Europris

The solution:

IMI's claims management system built around Europris' reality

Europris chose IMI’s claims management system because it was the right fit – both technically and as a partner. Their systems department works closely with IMI, and from the start it was clear that IMI had both the product and the professionalism Europris was looking for.

Today, the system is used daily across inbound operations and equipment management.

Deviations on road transport shipments are sent directly to the purchasing department and on to suppliers
Container deviations from Asia are handled in collaboration with the Shanghai office
Warehouse equipment – trucks, picking tools, voice equipment – is managed via QR codes, giving full overview and faster response times

The result:

Fewer deviations, better flow, more control

The impact of IMI’s claims management system is visible in the numbers. At Europris’ reaction station – a critical point on the inbound track into the automation plant – deviation rates have dropped dramatically since implementing the system.

Deviation rates at the reaction station reduced from 30–35% down to 6–10%
Faster response times when connecting resources to resolve equipment issues
Time and resources saved across production, freed up for higher-value work
Full visibility of deviations in black and white – including deviations that were previously unknown

“We have actually been able to see that we have more deviations than we thought – and now we can work on the right things and get them cleared up.”, Rasmus Berndtsson, Head of Production, Europris

The effect:

Visibility that drives continuous improvement

Beyond resolving deviations faster, IMI’s claims management system has changed how Europris thinks about operational performance. Having a clear, structured picture of deviations across the warehouse has made it possible to act on problems that were never visible before.

“You sometimes think you have it very good in different areas of the warehouse, but when you get a clearer picture, you can see there is more to achieve.” – Rasmus Berndtsson, Head of Production, Europris

That visibility also strengthens the relationship with suppliers. Europris can now document and communicate deviations clearly to purchasing and suppliers, both locally and through their Shanghai office,making supplier collaboration more structured and effective.

Why Europris recommends IMI

“I would really recommend working with IMI. We have experienced a close and good collaboration – they listen, they are responsive, and they are good at helping us develop our business.”

– Rasmus Berndtsson, Head of Production, Europris

Next steps:

Continuous improvement, every day

Europris and IMI continue to develop the system together. The systems department maintains close, ongoing contact with IMI, with several developments in the pipeline. It fits naturally with one of Europris’ core principles: continuous improvement and a little better every day.

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