The John Lewis Partnership, which owns popular UK retailers John Lewis and Waitrose, has partnered with Salesforce to enhance its customer experience and data culture. By leveraging Salesforce’s technology, the company aims to provide a more personalised, convenient, and seamless experience for its customers.
One of the tools being utilised is Salesforce’s Service Cloud, which assists John Lewis in supporting customers throughout their online and in-store journeys. This has resulted in significant cost savings, with the company saving an average of £ 1 million annually in its call centre operations.
To provide quick and accurate answers, John Lewis employs Einstein bots, which offer assistance on its website and WhatsApp. Additionally, the company utilises the Virtual Remote Assistant feature to facilitate video communication between customers and agents.
John Lewis has also developed a new self-service platform that grants 10,000 partners access to real-time sales and inventory data. This empowers the teams to make faster decisions and develop stronger relationships with customers.
Moreover, the implementation of Salesforce’s Marketing Cloud has led to improved marketing efficiency and engagement through automation, resulting in a 75 per cent reduction in production time.
Navkinder Sanghera, Head of UK Retail and CG at Salesforce, explains that retailers must differentiate themselves by understanding customer preferences and personalising their experiences using actionable data insights. John Lewis is recognised as an organisation that prioritises data integration and fluency skills in its business strategy to benefit both customers and partners.
