John Lewis & Partners exceeds revenue expectations by 50%
JRNI, formerly BookingBug, worked with John Lewis & Partners to roll out appointment scheduling software for 15 in-store and at-home services. Even before John Lewis started actively promoting their new booking system, they had already seen an increase in bookings. The program's initial success created a great foundation for John Lewis to roll out other omnichannel services and propositions.
With convenience at the top of consumer shopping lists, browsing and shopping on the go is now the norm. John Lewis has invested significantly in developing their omnichannel strategy over the last few years. Customers wanted to be able to shop seamlessly across all channels, and John Lewis needed a vendor to help with this.
The retailer offers a variety of in-store and at-home advice services such as Nursery, Beauty Personal Styling, Children’s Shoe Fitting, and Home Design, but customers could only book appointments in-store or on the telephone.
It became clear that updating the technology would let John Lewis offer services to a growing online customer base, and support their ongoing omnichannel strategy. This was validated by a simple proof of concept – a basic online form where customers could book an appointment for someone to call them.
“We immediately saw significant volumes of inquiries come in, validating our theory that this would be popular with our customers and enhance their omnichannel experience.”
Richard Ambler, Head of Product Services at John Lewis & Partners
The RFP went out to software suppliers worldwide, including nearly a dozen specialist booking platforms, systems integrators, and more.
Priorities were clear, and the solution must:
Be simple for customers and partners (staff) to use
Be flexible enough to cater to the 15 different services in all shops
Integrate with their other key systems
Richard Ambler added: “When we realized JRNI’s technological advantages would be amplified by its extensive experience of similar challenges, they really stood out to us. The core requirements of the RFP were their bread and butter."
Working together to scope and execute the project, a successful pilot was rolled out before JRNI was deployed across the business in three key areas:
High-value consultative appointments such as kitchen design
One-to-one appointments such as beauty sessions
Bespoke appointments for jewelry
In a matter of weeks, John Lewis found the project tracking 30-50% ahead of the original growth target, and exceeding the target set after the original pilot.
In shops, staff manage automatic private schedules of appointments using a fully branded and simple-to-use interface. As a result, they can concentrate on delivering great service without the previous administration burdens.
They are also able to spend more time delivering high-quality services and experiences to customers.
According to Ambler: “Services at their best can mean a brand creates a deeper relationship with a customer. By definition, they are non-transactional. There’s investment of time and effort on both sides.”
John Lewis also uses detailed performance reports from JRNI to refine their omnichannel strategy. These reports highlight data about capacity, utilization, outcomes, and lead times across the business.
The company is also looking at how they might build upon this strong foundation: “We’re focusing on making sure this is developed just as much as we develop other key areas of the business, such as our product offering."