News

John Lewis using OpenSpan tech to enhance customer service

June 12, 2012

OpenSpan Inc., a provider of user process analytics, optimization and automation solutions, is now working with John Lewis, a department store group with annual gross sales of GBP 3.23 billion.

OpenSpan technology will measure, improve and innovate customer service processes for the retailer's two branch contact centers in Manchester and Glasgow, which handle about 4.5 million calls per year, according to a company press release. More than 600 customer service assistants serve customers in the two centers. The first implementation of OpenSpan Desktop Automation went live in April.

"OpenSpan is a key tenet of our continuous improvement strategy for our contact centers," head of John Lewis Contact Centers David Dickins, said in the release. "At John Lewis, we aim to offer every customer the best possible experience, backing up the product offer with a high level of service from initial purchase to after-sales, whether it's face-to-face, online or over the telephone. We are leveraging OpenSpan to help our Contact Centre Partners deliver that service excellence with on-going improvements in business process efficiency and accuracy."

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