Norli serves approximately one million customers annually through a nationwide store network and online business. As the company moved from traditional bookstore retail into a broader omnichannel model, delivery became a larger part of the customer experience.

Customers do not think in systems. They want the book they ordered, the delivery option that suits them, and clear information after purchase. For Norli, meeting that expectation meant connecting online orders, operations, carriers and customer communication more effectively.

The business needed a delivery layer that could reduce operational complexity today and make it easier to add new services, new carriers and future fulfilment models over time.

The challenge

Norli's delivery setup had become fragmented due to a merger of two companies. The company was operating with more than one transport management system, which made it harder to manage carrier workflows, maintain consistent processes and develop the customer journey across online and store channels.

The complexity went beyond shipping. Norli wanted to give customers more delivery choice at checkout, including home delivery, pickup points and click and collect. It also needed a setup that could support store-based fulfilment options and adapt as business requirements changed.

When delivery options, carrier services or fulfilment flows depend on several systems, even simple changes can become slow and technical. Introducing new carriers, adding delivery services or developing future options such as returns or ship from store becomes harder than it needs to be.

Norli needed a setup that could:

  • consolidate delivery management into fewer systems
  • make carrier booking and label handling easier to manage
  • offer customers more relevant delivery options at checkout
  • bring shipment visibility and customer communication into one place
  • support omnichannel fulfilment across online orders and stores
  • make future scaling simpler, from new carriers to new delivery services

After the merger we were running more than one transport management system. That made everyday carrier work more complicated than it needed to be, and it slowed down even relatively small changes. We wanted a clearer way to manage delivery across online and stores so we could offer customers more consistent options without adding extra complexity for the teams.

Edvard Andersen

CTO, Norli

The solution

Norli consolidated its delivery operations using nShift Ship, nShift Checkout and nShift Track. Together, the products give Norli a more connected way to manage the delivery journey from purchase to shipment updates.

nShift Ship provides the operational foundation for booking, label creation and carrier management. Instead of maintaining delivery workflows across multiple transport systems, Norli can manage carrier connections and shipment processes through one platform. This also makes it easier to add new carriers or services as customer expectations and business needs evolve.

nShift Checkout gives Norli more flexibility at the point of purchase. Customers can choose between home delivery, pickup locations and click and collect, while Norli can support delivery options that fit its omnichannel model, including involving stores in the delivery journey and future store-based fulfilment flows.

nShift Track strengthens the post-purchase experience. Shipment information from different carriers can be brought into one visibility layer, making it easier for Norli's teams to monitor deliveries and keep customers informed after an order has been placed.

The setup fits into Norli's wider commerce and fulfilment ecosystem, which includes Magento, Apport, Business Central, Omnium and Vipps Express. It also supports carrier partners including Bring, Instabox, Helthjem and PostNord.

We chose nShift because it let us bring booking and checkout options into one connected setup. Consolidating on nShift has given us a simpler operational foundation and more flexibility when we want to adjust delivery options or bring in new carriers.

Edvard Andersen

CTO, Norli

The results

Norli now has a clearer delivery foundation for its omnichannel business. By bringing shipping, checkout and tracking into one platform, the company can reduce complexity in carrier management while offering customers more choice in how they receive their orders.

The bigger gain goes beyond fewer systems: a more flexible delivery experience across ecommerce and stores. Home delivery, pickup locations and click and collect can sit within a connected customer journey, while shipment updates become easier to manage after purchase.

For internal teams, the setup creates a more scalable way to work. Carrier connections, shipment booking and customer communication are easier to develop from one delivery layer, supporting future initiatives such as new carriers, returns, ship from store or additional fulfilment options.

For customers, the result is more choice, clearer communication and a delivery experience that better reflects how people shop today, online, in store, or across both.

The main improvement is practical: fewer systems to maintain and a more coherent delivery layer across online and store channels. Customers get clearer choices at checkout and better visibility after purchase, while the teams have a more manageable platform to build on as we continue to develop fulfilment options.

Edvard Andersen

CTO, Norli