John Lewis BookingBug Case Study

Retailer Outperforms Targets with New Scheduling Platform

 

World renowned retailer John Lewis rolled out a scheduling platform for its 15 new exclusive services, out-producing all predicted revenue targets.

John Lewis

150 years of retail greatness

 

Established in 1864, iconic department store John Lewis has a rich retail pedigree and 48 stores around the United Kingdom. Uniquely in British retail, John Lewis’s 86,700 permanent staff are partners who effectively own the business, which generates annual sales of more than £8bn.

A vision for the future

 

“Services at their best can mean a brand creates a deeper relationship with a customer. By definition, they are non-transactional. There’s investment of time and effort on both sides.”

Richard Ambler, Head of Product Services at John Lewis

Early results show promise

 

Within weeks the project is 50% ahead of the original growth target, exceeding expectations of the original pilot. In-store, staff manage their own appointment diaries using a fully branded and simple-to-use interface. As administration is reduced, they focus on delivering great service and spend more time delivering high quality customer experience.

Customer success

 

“We immediately saw significant volumes of enquiries come in, validating our theory that this would be popular with our customers and enhance their omnichannel experience.”

Richard Ambler, Head of Product Services at John Lewis

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