Appian has announced
that John Lewis has deployed its first
application on the Appian Cloud platform. The application, called “Customer Project Management
(CPM),” is used by John Lewis partners to
accelerate and modernize how customer orders are managed and fulfilled for
Fitted Kitchens, Floor Coverings and Made to Measure Curtains and Blinds. This
new solution is part of the John Lewis ambition to further improve and optimise
the customer journey through digitisation, automation, data and analytics.“With Appian our
Partners can make each customer interaction more effective and productive,
access the right data, and the whole process is visible at every stage of the
customer journey,” said Mark Fishman, Project Manager, Retail Operations
Development, John Lewis. “This supports our Omni-Channel aspirations and
is all about: smarter decisions, faster action, and more transparency to
deliver the best customer experience. Appian has also enabled us to access
customer information on a mobile device.”
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.
The Appian BPM Suite is a modern Work Platform that empowers all employees in an organization to make smart and efficient decisions, and take rapid business action. Appian discovers and unites enterprise data, connects users through social and collaborative engagement in the context of business data, and provides the leading BPM platform to execute business processes, enforce rules, and ensure all actions taken by users are in accordance with corporate policies and procedures. Appian delivers its full suite capabilities on-premise and in the cloud, on the desktop and natively on all major mobile device platforms.
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