Summary: John Lewis Changes the Face of Shop Operations by Using Video

July 30, 2012 - 2 Comments

When John Lewis (JL), a leading U.K. retailer, faced challenges with running its new, geographically distributed at home shops, Cisco IBSG knew that the problems could be solved through the innovative use of video technology.

Working with John Lewis CIO Paul Coby, Cisco IBSG and JL picked two critical concepts to pilot for the core retail use cases:

  1.  High-definition, real-time video conferencing based in each store for communicating among the at home shops, and between the shops and head office
  2. A video portal for sharing and viewing videos on demand (via each shop’s PCs)

The pilot’s results proved the value and the business case for video in shops, including estimated annual savings of 28,000 man-hours across the eight shops, and estimated annual travel savings of 20 percent to date.

Read the full article John Lewis Changes the Face of Shop Operations by Using Video

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  1. Great question from Jimmy. There have been two main reasons to the success of the project at John Lewis which has surpassed expectation in both adoption and benefit levels. The first reason is about having an easy to use, intuitive experience. It is simply a push of a button to connect to others (no number dialling) and they have preset multiway calls set up which are again all started at the touch of one button. The second reason is the quality of the video experience (which is down to having a video ready network and HD) meant that the John Lewis partners were immediately comfortable that it was like a real life conversation. Sadly for enterprise businesses we do see companies who invest in “video” and implement hard to use systems with mediocre quality. The poor adoption and low impact speak for themselves.

  2. I am a digital marketer for a gifting brand called Shari’s Berries. The savings you cite here are definitely enormous and they seem very real from the full version article published by Paul Coby. I can’t help but wonder how significant the quality (definition) of the video conferencing technology is to the success of the initiative in this case specifically, but also in general for enterprise level companies like ours. How much of the gains are a result of simply having a video technology, and how much are a result of having a premium HD component to the service.