Case Study: John Lewis achieves streamlined, transparent customer order management with Appian

John Lewis - Customer Case Study

John Lewis, the UK’s largest department store retailer with over 43 locations, needed a modern way to manage and communicate complex, customer-specific orders—such as fitted kitchens, floor coverings, and made-to-measure curtains—to maintain high standards of service. The retailer sought a digitized, collaborative platform to create a seamless and efficient customer experience across its omnichannel operations.

Using Appian Cloud, John Lewis built a Customer Project Management (CPM) solution that treats each order as a component of the customer record and tracks the full sales-to-delivery lifecycle. The platform centralizes events like home inspections and contractor fulfillment, enables real-time collaboration between employees, partners and customers, and delivers improved visibility, faster decision-making, mobile access, and greater transparency across the customer journey.

John Lewis

Mark Fishman

Project Manager, Retail Operations Development