John Lewis Delivers Superior CX with Splunk

John Lewis, encompassing both John Lewis department stores and Waitrose supermarkets, is renowned in the UK for its unwavering commitment to customer service and building trust. To maintain this reputation and support the rapid growth of its substantial e-commerce platform, johnlewis.com, the company needed a robust solution that would provide comprehensive operational visibility across its entire IT infrastructure.

Facing challenges such as difficulty in accessing and managing data, an unstable open-source platform, and slow decision-making processes, John Lewis turned to Splunk Enterprise. The deployment of Splunk enabled real-time operational insights, improved website uptime, and enhanced customer experiences. By leveraging Splunk's capabilities, John Lewis streamlined troubleshooting, optimized application delivery, and gained a deeper understanding of customer behavior on its website.

During peak shopping periods, such as Black Friday and the Christmas clearance event, Splunk Enterprise played a crucial role in ensuring optimal website performance and supporting record-breaking online sales. The ability to monitor core systems under pressure and make real-time decisions based on website traffic patterns allowed John Lewis to deliver an exceptional online shopping experience. As Aleem Cummins, release manager & Splunk lead, stated, Splunk has helped John Lewis to better understand, and improve, the experience they offer their customers.

Value Results for John Lewis:

Real-time operational insights for improved decision-making.

Enhanced customer experience on the John Lewis website.

Prevention of revenue loss through proactive issue resolution.

Streamlined troubleshooting and application delivery.

Improved website uptime and performance during peak shopping periods.