Case Study: John Lewis Partnership supports 70,000+ employees with Zendesk Support

The John Lewis Partnership supports over 70,000 employees with Zendesk Support

John Lewis Partnership wanted a better way to move employee benefits online and provide internal support that matched the service it offered customers. The company had been spending thousands of pounds each year on printed benefits brochures, and the team needed a simple, user-friendly system for more than 70,000 employees across its retail and eCommerce operations.

John Lewis Partnership chose Zendesk Support and Guide to run the Partner Choice website, including a help center and ticketing for Terms and Conditions articles. The site now handles about 2,000 queries each month, with the help center generating over 28,000 views and 2,500 searches per month and only 1 ticket for every 192 searches; the team responds in about 17 hours, resolves 88 percent of tickets on the first reply, and maintains an average satisfaction rating above 90 percent.

John Lewis Partnership

Raphael Hewett

Benefits Marketing and Publicity Manager