John Lewis is using the Splunk Enterprise platform to deliver operational and customer insight across johnlewis.com, which is said to generate £1 billion in sales a year.
Originally selected as a search and alert system for John Lewis’ IT infrastructure, Splunk Enterprise is now also used for digital intelligence through real-time analysis of data from e-commerce platforms.
It is used to better understand purchasing trends, improve customer experience and drive higher conversion rates, said John Lewis.
“Within weeks of implementing Splunk software, we saw a substantial return on investment,” said Aleem Cummins, release manager and Splunk lead at John Lewis. “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."
He said: "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. Splunk has helped us to better understand and improve the experience we offer our customers.”
Splunk Enterprise is credited with helping John Lewis make important operational and marketing decisions, such as when to promote certain items or campaigns.
Earlier this year, it was announced that John Lewis would be using Google Apps for 60,000 staff.