John Lewis proposes tech overhaul to improve customer service

John Lewis has proposed a multimillion-pound investment to complete a technology overhaul and restructuring of its in-store staff, promising customer service is its priority.

The proposed changes are focused on helping improve our customer service, and making sure staff members "are in the right place, doing the right tasks at the right time".

Last month, John Lewis Boss Peter Ruis announced plans to increase the amount of staff working on the shop floor to improve its customer service, according to The Sunday Times. The Chief Executive, who re-joined the firm in January, said he wants to introduce a "Selfridges-style" approach of highly attentive customer service.

However, John Lewis has announced is "introducing new technology, and seeking to realign staffing to best meet customer demand." In other words, while no outcomes have been confirmed, the improved efficiencies and remapping of staff hours, have led to a proposal to have 153 fewer roles (approximately 1% of its workforce).

The retailer is looking to meet this initially through natural attrition and a voluntary redundancy process. However, it noted, "all Partners will be consulted with and fully supported through the process, and supported to apply for other roles within the Partnership".

The technology investments include a £5 million investment in new digital headsets to allow staff to easily interact with one another across the store at the touch of a button. This will significantly cut wait times.

In addition, John Lewis is introducing mobile payment to its 5,000 Partner devices allowing staff to serve customers on the shop floor rather than having to direct them to the nearest till. This will speed up transactions for customers, reduce queues and importantly increase sales and conversion.

A John Lewis spokesperson said: "We’re seeking to make sure Partners are in the right place at the right time to help customers. We’re also removing unnecessary tasks, and introducing new technology to make their roles easier.

"We carried out similar changes in Waitrose earlier this year, with customer and Partner feedback increasing significantly since. It’s since been ranked the no.1 supermarket for customer satisfaction."