Case Study: John Lewis Partnership improves internal support for 70,000+ employees with Zendesk Guide

John Lewis Partnership - Customer Case Study

John Lewis Partnership needed a better way to manage internal HR benefits for more than 70,000 employees. In 2012, the company began building its Partner Choice website and wanted a support experience that was easy to use, mobile-friendly, and able to replace printed benefits brochures with an online help system. It chose Zendesk Guide and Zendesk Support to handle the internal knowledge base and ticketing needs.

With Zendesk Guide and Zendesk Support, John Lewis Partnership launched a help center and support workflow in about a month. The site now gets over 28,000 views and 2,500 searches per month, while only 1 ticket is created for every 192 searches, and the team averages a response in about 17 hours with 88 percent of tickets resolved in the first reply. More than 70,000 employees have registered, average CSAT is 92%, and mobile use of the website has grown by 115 percent since the site was optimized for mobile users.

John Lewis Partnership

Raphael Hewett

Benefits Marketing and Publicity Manager