Case Study: John Lewis Partnership achieves customer-centric home delivery with Descartes

John Lewis Partnership 's Cusomer Centric Home Delivery Solution

John Lewis Partnership, one of the UK’s leading retailers, needed to modernize its omnichannel home delivery process to give customers more choice and certainty at checkout. Its existing delivery scheduling model was slow, inflexible, and unable to offer convenient delivery windows or bundled services at the point of sale. John Lewis partnered with Descartes and used Descartes Home Delivery Solution to address this challenge.

Descartes helped John Lewis implement continuous route optimization and dynamic, sub-second time slot selection so customers could instantly choose delivery dates, premium windows, and added services during checkout. The result was a more customer-centric experience that increased completed online carts and service revenue, cut average delivery mileage from 7.5 to 6.5 miles, reduced logistics costs and carbon emissions, and increased delivery capacity by 35% without adding resources. John Lewis also reported tens of millions of pounds in additional revenue from premium deliveries and services.

John Lewis Partnership