Case Study: John Lewis Partnership achieves streamlined mobile internal support for 70,000+ employees with Zendesk

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

John Lewis Partnership, an employee-owned UK retailer with a workforce of more than 70,000, needed to move its paper benefits brochures and ad-hoc internal support into a modern, mobile-friendly digital experience that matched the customer service its shops provide. The team faced high demand for clear, accessible benefits information and a requirement to support employees working primarily on shop floors who expect fast, intuitive self-service and timely responses.

They deployed Zendesk Support and Guide (including Embeddables) to power the Partner Choice site, help center and multi-channel ticketing in about a month. The result: 70,000+ registered users, a help center with 28,000+ monthly views and 2,500 searches (only 1 ticket per 192 searches), roughly 2,000 tickets/month, average CSAT ~92%, average response ~17 hours with 88% resolved on first reply, and mobile traffic up 115% (60% of visitors mobile). A six-person team using 21 macros now delivers fast, consistent internal customer service.

John Lewis Partnership

Raphael Hewett

Benefits Marketing and Publicity Manager