Order management software is to enable improved customer service by facilitating a seamless cross-channel shopping experience

Order management software is to enable improved customer service by facilitating a seamless cross-channel shopping experience

John Lewis has entered into a commercial agreement with AT&T company, Sterling Commerce, for comprehensive cross-channel retail capabilities.

Specifically, John Lewis will implement Sterling Order Management, part of Sterling Selling and Fulfilment Suite, to create a high-quality and consistent customer experience across all the retailer’s customer touch points, including their website, store and call centre.

Raising the service bar consistently

Paul Hayes, John Lewis head of systems development, said: "We are pleased to enter into a strategic relationship with Sterling Commerce that will allow us to use the world’s leading customer order management solution. John Lewis and Sterling Commerce are committed to the highest standards of customer service and this solution encapsulates John Lewis’ continued investment in providing the best levels of service for our customers. "

Sterling Order Management orchestrates the end-to-end enterprise customer order management process to improve cross-channel efficiencies and customer responsiveness. It provides global inventory visibility and synchronises channel operations so that John Lewis can enable its customers to research, buy, ship and return anywhere.