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News : John Lewis Deploys Appian's BPM Cloud Work Platform
Reston, VA, Aug 26, 2014 -- Appian, a provider in modern business process management (BPM) and Case Management software, announces that John Lewis, a department store retailer in the UK, deployed its first application on the Appian Cloud platform. The application, called "Customer Project Management (CPM)," is used by John Lewis employees (known as Partners in this co-owned business) to accelerate and modernize how customer orders are managed and fulfilled for Fitted Kitchens, Floor Coverings and Made to Measure Curtains and Blinds. This new solution is part of the John Lewis ambition to further improve and optimise the customer journey through digitisation, automation, data and analytics.
"With Appian our Partners can make each customer interaction more effective and productive, access the right data, and the whole process is visible at every stage of the customer journey," said Mark Fishman, Project Manager, Retail Operations Development, John Lewis. "This supports our Omni-Channel aspirations and is all about: smarter decisions, faster action, and more transparency to deliver the best customer experience. Appian has also enabled us to access customer information on a mobile device."
John Lewis Partners are able to use Appian to manage customer case specifications and communicate case status in order to create a more seamless customer experience. The full lifecycle of the sale and delivery is monitored and can be changed to take account of customer requirements and internal priorities. Important events such as home inspections, contractor fulfilment, and final case wrap up are all handled through the Appian application. Every order becomes a new component of the customer's record. In this way, Appian not only accelerates the process and ensures quality, but also provides meaningful analytics on the overall customer experience for trend analysis.
Posted by Veronica Silva Cusi, news correspondent
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Published: Thursday, August 28, 2014