BPM CASE: John Lewis transforms the employee and customer experience with Cloud BPM

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