Case Study: Waterstones achieves cost savings and improved customer service with Interact Software

Leading UK bookseller Waterstones delivers great customer service with Interact

Waterstones, the leading UK bookseller, faced the challenge of engaging and supporting roughly 3,000 booksellers spread across more than 300 stores with an ageing intranet that was hard to update, visually unengaging and limited collaboration. To address this, Waterstones deployed Interact’s cloud-based intranet platform (branded internally as “Watson”) to give staff mobile access to information, social collaboration tools and easy-to-manage content.

Using Interact, Waterstones created a widget-driven homepage, discussion forums and trusted collateral pages that centralise promotions, schedules and printable marketing PDFs. The change cut the cost of a high‑quality in-store print from £300 to £15 — saving tens of thousands of pounds a year — sped up content updates with no IT involvement, increased staff collaboration and engagement, and helped the retailer exceed targets on major launches.

Waterstones

Suzie Robinson

Head Of Internal And Customer Communication