Case Study: John Lewis achieves seamless cross-channel shopping and lower operating costs with Metapack

John Lewis Creates A Seamless Experience Across Bricks and Clicks

John Lewis, a leading UK omnichannel retailer, needed to better link online shopping with its 41 shops and store-led delivery network to improve the cross‑channel customer experience, enable click & collect, streamline large-item home deliveries and provide detailed tracking while reducing operating costs. To meet these goals it partnered with Metapack, deploying Metapack Manager alongside Intelligent Allocation, Automation and Data Analysis capabilities to manage carriers and click‑and‑collect flows for more than 200,000 products.

Metapack integrated John Lewis’s own fleet into a single carrier‑management system, implemented special labels/barcodes for parcel scanning, automated carrier selection and customer SMS/email notifications, and enabled stores and customer care to track orders; implementation took four weeks and uses a daily order file upload. As a result Metapack helped broaden delivery and collection options, cut operating costs and reduce delivery failures — click & collect has become John Lewis’s fastest‑growing channel, now representing over 40% of online delivery activity.

John Lewis

Dino Rocos

Operations Director