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Customer Success

Retailer John Lewis Partnership Builds Self-Service Data Culture with Salesforce

The John Lewis Partnership, parent company of UK retailers John Lewis and Waitrose, is using Salesforce technology to transform its customer experience and self-service data culture.

Why it’s important: Today, 73% of customers expect retailers to understand their unique needs and expectations. Having the ability to gain and act upon insights about customer preferences, shopping habits and behaviours is therefore imperative to building long-term customer loyalty and staying competitive. 

The Salesforce solution: With Tableau, John Lewis has built a data-driven strategy that empowers 74,000 employees, called ‘Partners,’ across its department stores, supermarkets, and financial services groups. With data, Partners can better generate insights to improve the customer experience, as well as manage inventory, automate tasks, and make better decisions.

  • Service Cloud is helping John Lewis support customers throughout their online and in-store journey, saving an average of £1 million in their call centre annually. 
  • Einstein Bots provide fast, convenient answers via its website and WhatsApp. Virtual Remote Assistant delivers clear and timely 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. These actionable insights have generated millions of pounds in business value.
  • With Marketing Cloud, the company has improved its marketing efficiency and engagement through automation, leading to 75% faster production time.

The customer perspective: “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. 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.” – Libby Hickey, Tableau Product Manager, John Lewis Partnership.

The Salesforce perspective: “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. 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.” – Navkinder Sanghera, Head of UK Retail and CG, Salesforce.

We’re thrilled to support this much-loved UK brand on its journey to transform the combination of AI, data, and CRM into outstanding customer experiences.

Navkinder Sanghera, Head of UK Retail and CG, Salesforce

Fast fact: Together, John Lewis and Salesforce have helped upskill over 500 of its Partners with four-week data fluency skills boot camps.

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