Case Study: John Lewis & Partners boosts Click & Collect and omnichannel delivery with Metapack

John Lewis and Partners Two Decades of Customer-First Innovation with Metapack

John Lewis & Partners, a major UK department store and grocery retailer, sought to bridge the gap between its trusted in-store experience and the growing demand for online convenience. Their long-standing challenge was to seamlessly integrate these two shopping worlds while maintaining their high service standards. To address this, they partnered with vendor Metapack, utilizing its carrier management system.

The solution from Metapack was the implementation of a Click & Collect service, which was the result of deep technical collaboration. Metapack's system automated delivery routing, integrated with the retailer's own fleet, and provided a specialized labelling and tracking system. This resulted in Click & Collect becoming John Lewis's fastest-growing channel, representing over 40% of online deliveries. The partnership also enabled a rapid four-week deployment across five warehouses, reduced delivery failures, and provided customers with a vastly improved experience through extended pickup hours and access to over 200,000 products.

John Lewis & Partners

Victoria Evans

Partner & Customer Delivery Development Lead