John Lewis schedules staff via appointment booking system


John Lewis has launched an appointment booking system across its department stores, which it says will enable it to better schedule its mobile staff to meet customer needs in areas such as home design advice.

The new system from TOA Technologies is scheduled to be in place in all stores by November 2011.

The solution will initially be used across all 28 John Lewis department stores to provide it with a nationwide view of appointments. 

It will eventually be extended to support online bookings on the company’s website, and appointments arranged through John Lewis’s smaller format ‘at home’ shops.

“Our commitment to customer service means we are constantly looking for ways to innovate and improve the services we offer to our customers,” said Adrian Riley, project manager, home furnishings measure & fit, John Lewis.  

“We chose to partner with TOA, because its cloud-based solution can be deployed within our existing project timeframe and the company’s flexible, customer-centric ethos is a perfect fit with the John Lewis service philosophy.”

TOA Technologies said its solution will make it easier for John Lewis to schedule customer appointments with its mobile workforce regardless of where the customer is located or which shop the appointment is booked through. 

TOA said the flexible nature of its solution allows companies to use their own business rules to establish service windows that will delight their customers, and empower their employees to get the job done. Similarly, end customers of the company have the ability to set appointment times that are convenient for them, it said.

“We are pleased to be supporting John Lewis in the UK and to introduce these innovations”, said Yuval Brisker, president and CEO of TOA Technologies.

“We are increasingly finding our solution resonates highly with companies that have strong service philosophies so it is no coincidence we are now working with John Lewis, one of the UK’s most forward thinking brands when it comes to customer service.”