Company John Lewis
Industry: Retail
Place: UK
The largest
department store retailer in the UK, deployed its first application
on the Appian Cloud platform. The application is called “Customer Project
Management (CPM) . This new solution is part of the John Lewis ambition to
further improve and optimise the customer journey through digitisation,
automation, data and analytics. John Lewis
Partners are able to use Appian to manage customer case specifications and
communicate case status in order to create a more seamless customer experience.
The full lifecycle of the sale and delivery is monitored and can be changed to
take account of customer requirements and internal priorities. Important events
such as home inspections, contractor fulfilment, and final case wrap up are all
handled through the Appian application. Every order becomes a new component of
the customer’s record. In this way, Appian not only accelerates the process and
ensures quality, but also provides meaningful analytics on the overall customer
experience for trend analysis.
BPM Vendor: APPIAN
Press Release (August 26, 2014) http://bit.ly/1zJ5bTS
