John Lewis is to use a single commerce platform to power a new website and manage customer interaction across all channels to drive sales and customer loyalty.

John Lewis will use a single commerce platform to power a new website and manage customer interaction across all channels to drive sales and customer loyalty.

The retailer will introduce the ATG Commerce platform to manage customer interaction across multiple channels, including the web, customer service centres, social media, in-store and mobile commerce.

This will give the retailer a better understanding of customer interactions, allowing it to provide more personalised and targeted promotions. Online growth is top of John Lewis’s agenda, and it plans to integrate its Facebook and Twitter into its new site.

Jonathon Brown head of online selling at John Lewis said: “John Lewis has very ambitious plans to double the size of its online business over the coming years. In order to enable this growth, we need to implement a new commerce platform that has longevity and which offers the ability for John Lewis itself to manage.”

A spokesman for John Lewis said that exact details of the new website and when it will be launched will be confirmed in due course.

The ATG Commerce platform has also been adopted by retailers including Figleaves and Tesco.

 

 

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