Case Study: John Lewis & Partners achieves faster incident response and always-on retail experiences with PagerDuty

John Lewis & Partners Taps PagerDuty to Power Always-On Retail Experiences

John Lewis & Partners, the UK employee-owned retailer behind johnlewis.com, faced the challenge of scaling its digital operations as traffic, deployments, and microservices grew rapidly on its cloud-based ecommerce platform. Its traditional centralized NOC model could no longer support an always-on customer experience or give engineering teams the ownership needed to respond quickly to incidents.

John Lewis & Partners implemented PagerDuty to orchestrate incident response and support a “build it, run it” operating model across teams. With PagerDuty, the retailer cut incident acknowledgment time from 10–15 minutes to 1–2 minutes, restored service three times faster, improved cross-team collaboration, and maintained stability through major traffic peaks, including record-breaking sales periods and pandemic-driven online demand.

John Lewis & Partners

Simon Skelton

Platform & Operations Manager