John Lewis searches for improved online services

New search tool means staff can find information more quickly and efficiently and better help users to locate what they want

John Lewis Direct is using new search tools for its web site

John Lewis Direct, the online division of leading UK retailer John Lewis Partnership, has implemented a new search tool to support a 78.5 per cent increase in e-commerce sales.

The system, from supplier Fast, allows staff to search for data more quickly and efficiently.

'Our search challenge was one of supporting rapid growth balanced with our determination to offer the best customer service,' said Ian Tansley, head of web selling at John Lewis Direct.

'We chose Fast because the technology allowed us to rapidly re-index our growing product catalogue and enabled users to very easily find what they need.'

The Fast software has allowed John Lewis to present relevant service information to customers on a variety of topics, ranging from 'how to select the right child seat' to 'how to manage returns.'

Online retail continues to enjoy a significant acceleration in growth. The Interactive Media in Retail Group (IMRG) says that sales broke the £7bn barrier during the 2006 Christmas shopping season.

In order to maximise this opportunity, retailers tried to minimise the cost of managing the high level of returns associated with online purchases by conveying as much relevant information as possible prior to the sale.

John Lewis Direct sent out 90,000 orders in its peak trading week last Christmas.

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