John Lewis improves online customer experience with Oracle Commerce

John Lewis, the UK’s largest department store retailer, has improved the online experience for its customers since expanding its deployment of Oracle Commerce in March 2015. Enhanced search capabilities are producing more relevant results, in turn reducing drop-out rates and increasing conversion.

John Lewis first implemented Oracle Commerce as its e-commerce platform in 2012 to support online growth, which currently accounts for 35% of total sales. By expanding its deployment to include Oracle Commerce Search and Oracle Commerce Experience Manager, supported by the Oracle Commerce Consulting team, John Lewis built on its success, delivering new functionality and a number of incremental benefits to the online experience.

Following the expanded deployment of Oracle Commerce, John Lewis has gained the ability to deliver improved search results to its online customers, which has led to higher conversion rates. The implementation has also greatly reduced instances of searches returning no results.

“Our on-going customer commitment includes adopting new technology to enable us to better serve customer needs and meet their expectations for convenience, choice and experience,” said David Hunn, director, IT delivery, John Lewis. “This latest Oracle deployment is driving growth online and supporting our aim to deliver a true omni-channel experience.”

New functionality also provides customers with enriched type ahead and enhanced capabilities for search within brands, as well as improvements around comparisons, additional delivery options, pricing and out-of-stock.

John Lewis has also seen improvements in Search Engine Optimization (SEO), experiencing significant SEO growth just eight weeks following the full roll out of Oracle Commerce.

Business users now benefit from a more streamlined, time-efficient process in relation to enabling better search and navigation for customers. Oracle Commerce allows users to create search optimization rules quickly and easily and make them live almost instantly. By setting up navigation and result ordering, John Lewis has been able to significantly streamline its search optimization rules and cut down its indexing time for stock and price.

“John Lewis is well known for its commitment to and investment in commerce anywhere, providing a consistent, engaging experience for customers no matter how they shop and Oracle is delighted to extend our long-term relationship to further support this strategy,” said Jill Puleri, senior vice president and general manager, Oracle Retail.