Case Studies

John Lewis sees huge growth after partnership with Tech City start-up

BookingBug partnership has pushed John Lewis’ new omnichannel appointments platform ahead of schedule

12 May 2015

John Lewis has partnered with UK Tech City start-up BookingBug to implement a brand new omnichannel appointments platform.

Using the new service, John Lewis customers will be able to book everything from appointments with a personal shopper to home design consultancies with BookingBug's scheduling platform. It has already had a major impact on bookings with the retailer.

Richard Ambler, head of product services at John Lewis, said: "We immediately saw significant volumes of enquiries come in, validating our theory that this would be popular with our customers and enhance their omnichannel experience."

John Lewis approached BookingBug with a view to using its appointment technology to unite its customers' online and offline experiences, and is now reportedly seeing growth up to 50 per cent faster than expected. The partnership is part of the retailer's wider omnichannel strategy.

"When we realised BookingBug's technological advantages would be amplified by its extensive experience of similar challenges, they really stood out to us," Ambler continued.

"The core requirements of the RFP were their bread and butter this wasn't a bolt on to a consultancy service or niche within a larger software division, this was what they do."

These benefits have been realised before John Lewis has even had a chance to market the new platform, and increasing awareness amongst its consumer base is believed to be next on the agenda.

Ambler added: "Services at their best can mean a brand creates a deeper relationship with a customer. By definition, they are non-transactional.

"There's investment time and effort on both sides. We now have an online booking system which is being used by customers and enhancing their omnichannel experience the next challenge is giving it the right level of visibility."