John Lewis has signed up with Sterling Commerce for a new, comprehensive cross-channel order management solution.

The department store chain will use Sterling Order Management in a bid to create a high quality and consistent customer experience across all its customer touch points, including the website, stores and call centre.

“We are pleased to enter into a strategic relationship with Sterling Commerce that will allow us to use the world’s leading customer order management solution,” says Paul Hayes, head of systems development at John Lewis. “John Lewis and Sterling Commerce are committed to the highest standards of customer service and this solution encapsulates John Lewis’ continued investment in providing the best levels of service for our customers.”

Sterling Order Management is designed to provide global inventory visibility and to synchronise channel operations.

“The difficult retail market of the past 12 months has made delivery of high quality customer service even more important,” says Dave Robinson, senior vice president of international field operations at Sterling Commerce. “John Lewis understands the value of meeting consumers’ expectations for easier shopping across channels and the implementation of Sterling Order Management will take the retailer’s shopping experience to a new level.”

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