John Lewis Creates a Seamless Experience Across Bricks and Clicks
Company Size
1,000+
Region
- Europe
Country
- United Kingdom
Product
- MetaPack Manager
- Intelligent Allocation
- Automation
- Data Analysis
Tech Stack
- E-commerce platform
- Barcode system
- SMS and Email notification system
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Functional Applications - Inventory Management Systems
Applicable Industries
- Retail
Applicable Functions
- Logistics & Transportation
- Sales & Marketing
Use Cases
- Inventory Management
- Supply Chain Visibility
Services
- Software Design & Engineering Services
- System Integration
About The Customer
John Lewis is one of the UK's largest omnichannel retailers, covering three core businesses: grocery retailing, department stores, and financial service protection products. Since its first opening in Oxford Street in 1864, John Lewis has grown to include 41 shops throughout the UK as well as a strong online offering. The company's goal is to seamlessly link online shopping with the traditional shop experience, while still providing exceptional service to customers. The company includes 41 John Lewis shops and 317 Waitrose supermarkets, and it was established in 1864 with its head office in London.
The Challenge
John Lewis, one of the UK's largest omnichannel retailers, aimed to seamlessly link online shopping with the traditional shop experience while still providing exceptional service to customers. The company pioneered its first click and collect service in 2008, enabling shoppers to choose from over 200,000 products on johnlewis.com for free delivery to local John Lewis or Waitrose shops. However, the company faced challenges in improving the cross-channel shopping experience, enabling click and collect ordering, streamlining the delivery of large products to customer addresses, and providing detailed tracking information.
The Solution
John Lewis adopted MetaPack Manager to address its needs. The implementation took just four weeks. The company now uses MetaPack’s configurable file import system to upload one order file daily. Carrier selection is confirmed and labels are printed in bulk or individually. Stores are able to access orders via the web by customer name, postcode, and order number. MetaPack informs the customer whether an order is waiting for despatch or in transit, and provides a wide range of status updates as the delivery is made. When the customer places an order online, it is processed and the items are picked from the warehouse. MetaPack then automatically determines whether the order should go via John Lewis’ own fleet or an alternative third-party carrier. As the fleet only track loads as a whole, MetaPack’s specially designed label and barcoding system ensures parcels can be identified and subsequently scanned into the store to confirm arrival.
Operational Impact
Quantitative Benefit
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