John Lewis improves online customer experience

John Lewis improves online customer experience

John Lewis has improved the online experience for its online customers since expanding its deployment of Oracle Commerce in March this year. Enhanced search capabilities are producing more relevant results, in turn reducing drop-out rates and increasing conversion.

John Lewis first implemented Oracle Commerce as its e-commerce platform in 2012 to support online growth, which currently accounts for 35 per cent of total sales. By expanding its deployment to include Oracle Commerce Search and Oracle Commerce Experience Manager, the retailer has built on its success, delivering new functionality and a number of incremental benefits to the online experience.

Following the expanded deployment John Lewis has delivered improved search results to its online customers, which has led to higher conversion rates. The implementation has also greatly reduced instances of searches returning no results.

“Our on-going customer commitment includes adopting new technology to enable us to better serve customer needs and meet their expectations for convenience, choice and experience,” said David Hunn, Director, IT Delivery, John Lewis. “This latest Oracle deployment is driving growth online and supporting our aim to deliver a true omnichannel experience.”

New functionality also provides customers with enriched type ahead and enhanced capabilities for search within brands, as well as improvements around comparisons, additional delivery options, pricing and out-of-stock. The retailer has also seen improvements in Search Engine Optimisation, experiencing significant SEO growth just eight weeks following the full roll out.

Business users now benefit from a more streamlined, time-efficient process in relation to enabling better search and navigation for customers. It allows users to create search optimisation
rules quickly and easily and make them live almost instantly. By setting up navigation and result ordering, John Lewis has been able to significantly streamline its search optimization rules and cut down its indexing time for stock and price.

“John Lewis is well known for its commitment to and investment in commerce anywhere, providing a consistent, engaging experience for customers no matter how they shop and Oracle is delighted to extend our long-term relationship to further support this strategy,” said Jill Puleri, senior vice president and general manager, Oracle Retail.




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