John Lewis Partnership has opted for technology in order to improve the way it uses customer data across its sales channels.
The partnership, which owns both John Lewis department stores and Waitrose, has opted for the Trillium Software System in a quest to make sure that the data it holds across its business is consistent and accurate. The system also promises to match each customer’s data to any existing record automatically, presenting a comprehensive and reliable single customer view.
“It is important to us that we always listen to our customers, understand their needs today and for the future, and respect their opt-in permissions and preferences for communications,” said Lisa Garwood, head of customer insight and analytics at the John Lewis Partnership. “Customers pass us this information in many different ways and it is important to us to capture it accurately and ensure the integrity and quality of the data before we use it on our customers’ behalf.”
She continued: “We evaluated leading data quality providers based on key analyst research, and selected the Trillium Software System as the best fit for our needs. Its built-in knowledge-base and reference-data sets help us to deploy quickly, its rule-based approach allows optimisation of our data quality processes over time and it is compatible with our existing systems environment.”
The John Lewis Partnership trades through 39 John Lewis shops, online store at johnlewis.com, 293 Waitrose supermarkets and a direct services company.
“Effective customer strategies demand a holistic and up-to-date understanding of customer preferences, behaviours and interactions gained from across all brand engagement points,” said Len Dubois, senior vice president of marketing for Trillium Software. “We are delighted to be working with the John Lewis Partnership to help it continually assess, quantify and manage the quality of its customer data, supporting its iconic reputation for customer service.”
