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Cost effective, first-class customer service must be underpinned by robust IT systems and processes, allowing staff to put their entire focus on shoppers.

 

This customer-first mindset was at the forefront of Simon Skelton’s thinking as he helmed an IT improvement programme across the John Lewis and Waitrose Partnership which started at the beginning of 2011.  Skelton told CSUKTV that without a centralised IT support system or agreed processes to govern its dispersed operation, the John Lewis Partnership was saved by a ‘hero culture’.  

 

“Our partners did everything possible to ensure a top class service was delivered, but we saw that by fixing our IT limitations, we could deliver a more cost effective, proactive service.  We began working with Partners in IT and realised that introducing IT common processes would be of huge benefit.”

 

By introducing a service automation platform from ServiceNow, the Partnership began benefitting from incident tracking, a clear chain of problem ownership and detailed reporting to show progress and highlight common IT problems to address.  

 

“We are now delivering the same high standard of customer service we are renown for to our partners internally, meaning they can work more effectively and spend more time with customers,” concludes Skelton.

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