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OpenSpan Works with John Lewis to Enhance Customer Service Operations in Contact Centres

Desktop Automation Technology to be Leveraged to Help John Lewis Reduce Call Handling Time, Drive Process Efficiency and Support Customer Service Excellence

June 12, 2012
Press Release

OpenSpan, Inc., a provider of innovative user process analytics, optimisation and automation solutions, today announced the addition of John Lewis to its growing list of retail customers. John Lewis’ department store group, with annual gross sales of £3.23 billion, operates a network of selling branches as well as online and catalogue businesses. The multi-channel retailer is ranked one of the 250 Global Powers of Retailing in a 2012 ranking published by Deloitte in conjunction with STORES Media. OpenSpan technology was selected to measure, improve and innovate customer service processes for the retailer’s two branch contact centres in Manchester and Glasgow, which handle an estimated 4.5 million calls per year. More than 600 customer service assistants (CSAs) serve customers in the two centres. The first implementation of OpenSpan Desktop Automation™ is underway and went live in April.

John Lewis is leveraging OpenSpan Desktop Automation to achieve a number of current and future contact centre process improvements, including to:

  Reduce average handle time (AHT) and improve customer experience by decreasing the number of software system interactions required to address several different customer service and support scenarios. As a result, Customer Service Assistants have to launch and search fewer desktop applications for some customer queries.
  Improve Customer Service Assistants’ job satisfaction through minimizing manual work by automating updates to note fields in multiple applications.
  Increase efficiency for inventory management and order fulfillment by providing a unified view of stock availability and delivery status, controlling costs associated with out-of-area deliveries.

“OpenSpan is a key tenet of our continuous improvement strategy for our contact centres,” said Head of John Lewis Contact Centres David Dickins. “At John Lewis, we aim to offer every customer the best possible experience, backing up the product offer with a high level of service from initial purchase to after-sales, whether it’s face-to-face, online or over the telephone. We are leveraging OpenSpan to help our Contact Centre Partners deliver that service excellence with on-going improvements in business process efficiency and accuracy.”

John Lewis joins OpenSpan’s list of Global 500 customers in the retail, financial services, insurance and telecommunications industries. “OpenSpan offers large or high-volume businesses the flexibility and speed to continuously improve operations, so they can reduce complexity, drive efficiency, react to change and respond to customer needs,” said Guy Tweedale, managing director of OpenSpan’s European operations. “Our growing footprint in many of the UK’s most successful and respected brands, including John Lewis, is a testament to the dramatic impact of OpenSpan technology.”

About OpenSpan
OpenSpan provides technology that improves, accelerates and measures software- and data-driven work on the desktop, driving performance in front-office, retail and back-office environments. Desktop Analytics™ software captures all desktop activity to measure worker performance and work outcomes. Organizations then use OpenSpan’s Desktop Automation™ tool for building and implementing user process improvement or process automation solutions across enterprise applications. OpenSpan solutions require no changes to IT architecture or mission-critical applications, providing rapid development and deployment, agile response to changing business needs, and continuous, iterative improvement. OpenSpan customers include Global 2000 organisations in financial services, insurance and telecom, among other industries. Customers report exponential ROI through increased productivity, improved efficiency and enhanced customer experience. The privately held company is based in Atlanta, GA. For information, visit http://www.openspan.com.

About John Lewis
John Lewis, ‘Britain’s favourite electricals retailer 2012’* and ‘Best Multichannel Retailer 2012’ **, typically stocks more than 350,000 separate lines in its department stores. The website stocks over 200,000 products focused on the best of fashion, beauty, home and giftware and electrical items including online exclusives. johnlewis.com is consistently ranked one of the top online shopping destinations in the UK. John Lewis Insurance offers a range of comprehensive insurance products - home, car, wedding and event, travel and pet insurance and life cover - delivering the usual values of expertise, trust and customer service expected from the John Lewis brand.

OpenSpan Works with John Lewis to Enhance Customer Service Operations in Contact Centres

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