John Lewis is a chain of department stores operating throughout Great Britain. With more than 43 stores across England, Scotland and Wales, John Lewis is the largest department store retailer in the United Kingdom.
John Lewis needed a modern solution to manage and communicate specific customer orders to maintain the highest level of customer service. Examples of customer specific orders delivered by John Lewis range from Fitted Kitchens and Floor Coverings to Made to Measure Curtains and Blinds. John Lewis envisioned a business platform that would use digitization and collaboration to create a seamless and efficient customer experience.
John Lewis used the Appian Cloud platform to build a “Customer Project Management (CPM)” solution to accelerate and modernize customer order specifications. This new solution is part of the John Lewis ambition to further improve and optimize the customer journey through digitization, automation, data and analytics.
Every order in CPM becomes a new component of the customer’s record. The full lifecycle of the sale and delivery is monitored and can be changed to take account of customer requirements and internal priorities. Important events such as home inspections, contractor fulfillment, and final case wrap up are all handled through the Appian application, where John Lewis employees and partners can better collaborate on order status in real-time with customers.
“With Appian our Partners can make each customer interaction more effective and productive, access the right data, and the whole process is visible at every stage of the customer journey. This supports our Omni-Channel aspirations and is all about: smarter decisions, faster action, and more transparency to deliver the best customer experience. Appian has also enabled us to access customer information on a mobile device.”