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John Lewis improves home fittings sales experience

By Retail Technology | Friday August 29 2014

The UK retail giant is transforming its employee and customer experience through customer project management

John Lewis is combining digitisation, analytics and process improvement to accelerate and modernise how customer orders are managed and fulfilled for fitted kitchens, floor coverings and made to measure curtains and blinds.

The application, called "Customer Project Management (CPM)," is part of Appian's BPM Cloud Work Platform. It’s part of the John Lewis ambition to further improve and optimize the customer journey through digitisation, automation, data and analytics.

Supporting omnichannel

"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," said Mark Fishman, project manager for retail operations development at John Lewis. 

"This supports our omnichannel 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."

Full sales lifecycle

John Lewis staff can use Appian to manage customer case specifications and communicate case status in order to create a more seamless customer experience. 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 fulfilment and final case wrap up are all handled through the Appian application. Every order becomes a new component of the customer's record. In this way, Appian not only accelerates the process and ensures quality, but also provides meaningful analytics on the overall customer experience for trend analysis.

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