John Lewis Partnership taps Salesforce tech for more personalised, convenient, seamless customer experience
The John Lewis Partnership, parent company of UK retailers John Lewis and Waitrose, is using Salesforce technology as it looks to transform its customer experience and self-service data culture.
Service Cloud is helping John Lewis support customers throughout their online and in-store journey, saving an average of £1 million in the company’s call centre annually.
Einstein bots provide answers via its website and WhatsApp. Virtual Remote Assistant delivers video communication between customers and agents.
With Tableau Professional Services, John Lewis’s new self-service platform gives 10,000 Partners a real-time view of sales and inventory data.
With Marketing Cloud, the company has improved its marketing efficiency and engagement through automation, leading to 75% faster production time.
“Customers today expect to be served with products and recommendations that meet their needs. Leaning on real-time data is a game-changer for our business and customers alike, be it online or on the high street,” says Libby Hickey, Tableau Product Manager, John Lewis Partnership.
“Investing in Salesforce has enabled our teams to make decisions faster and develop deeper relationships with our customers by providing a more personalised, convenient, and seamless customer experience.”
“With shifting customer demands and changing market dynamics, retailers must differentiate themselves with talents capable to understand customers’ preferences and personalise their experience using actionable data insights,” says Navkinder Sanghera, Head of UK Retail and CG, Salesforce.
“John Lewis is a great example of an organisation prioritising data integration and fluency skills in their business strategy for the betterment of both customers and partners.”
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