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July 17, 2014

How John Lewis is maximising revenue from its website

The UK retailer uses analytics software from Splunk.

By Amy-Jo Crowley

John Lewis says it has improved sales and insight into customer behaviour "significantly" across its website after using analytics software from data analysis firm Splunk.

The London-based retailer said insights gained from using Splunk Enterprise increased online sales by more than 23% over Christmas 2013 across johnlewis.com, which is said to generate £1bn in revenue a year.

Aleem Cummins, release manager and Splunk lead, John Lewis, said: "Within weeks of implementing Splunk software, we saw a substantial return on investment.

"We discovered we were losing customers with a certain version of a web browser at checkout. Insights from Splunk Enterprise immediately identified and helped to resolve the problem and protect our revenues."

Splunk Enterprise, which is used by more than 7,400 customers, analyses machine-generated data from websites, networks and mobile devices

Cummins added: "We have also started to analyse customer journeys on the John Lewis website, revealing new insight into how customer experience can be made even better. At John Lewis, customer experience is more than just words; it’s a belief, and Splunk has helped us to better understand, and improve, the experience we offer our customers."

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It comes as John Lewis announced that it would be using Google Apps for Business for 60,000 staff and investing £100,0000 in the Internet of Things market.

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