John Lewis expands Oracle partnership to improve eCommerce customer experience

Following a partnership with Oracle, John Lewis, has optimised its search capabilities to increase online conversion and improve customer experience.

Since the deployment of Oracle Commerce in March 2015, the department store retailer has enhanced its search capabilities to produce more relevant results, which has led to a reduction in website drop-out rates and an increase in conversion.

The retailer first implemented Oracle Commerce in 2012 as its eCommerce platform and now 35% of total sales come via the John Lewis website. The retailer has since also implemented Oracle Commerce Search and Oracle Commerce Experience Manager to deliver more refined search results.

David Hunn, director of IT delivery at John Lewis, said: “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. This latest Oracle deployment is driving growth online and supporting our aim to deliver a true omnichannel experience.”

New online functionalities also include improvements to its comparison suggestions, as well as additional delivery options, pricing and out-of-stock. The retailer has also seen improvements to SEO, with significant growth in eight weeks following the full roll out of Oracle Commerce.

Jill Puleri, senior vice president and general manager of Oracle Retail, added: “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."

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