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 To improve the service offered to customers via email, it was vital that our emailmanagement system could give us visibility of all online customer contact, as wellas the ability to measure volumes and speed of response, said RichardLloyd-Williams, Business Analyst in the IT & Web Team of John Lewis Direct.  TalismaEmail fulfilled these requirements and also proved to be the most intuitive tool forquickly building email replies from approved template paragraphs, which will help toincrease our response times even further.Â
 Online consumers in the UK are becoming increasingly demanding and to secure theirloyalty retailers must deliver a consistently superior level of service, commentedCraig Gordon, MD EMEA for Talisma.  Talisma Email enables organisations to improvecustomer satisfaction and cut costs while quickly and professionally managing theirgrowing volumes of email through its comprehensive email response managementsystem.Â
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About the John Lewis Partnership
The John Lewis Partnership operates 27 department stores across the UK, John LewisDirect, a website and catalogue business, and 173 Waitrose supermarkets and has aturnover of over  5bn.
John Lewis  BritainÂ's favourite store 2005* typically stocks more than half amillion separate lines in any one year and seeks to be an  all-under-one-roofÂ'destina tion for an entire region of shoppers. Fashions, furnishings and householdgoods of all kinds are offered with excellent service and free delivery - all atcompetitive prices. 15,000 lines focused on the best of home and giftware are alsoavailable online at www.johnlewis.com or in one of the range of seasonal catalogues.For details of your nearest John Lewis department store location please call 08456049 049 or visit www.johnlewis.com
Waitrose, voted  Britain's favourite supermarket* , combines the convenience of asupermarket with the expertise and service of a specialist shop. It offers fresh andfrozen foods, wines and groceries as well as delicatessen, cheese, fresh fish, meat,patisserie and hot-food counters.
*Verdict research, January 2006
About TalismaTalisma is a global provider of Customer Interaction Management solutions thatenable businesses to deliver a truly exceptional customer experience. TalismaÂ'ssolutions integrate the power of email, phone, chat, and self service with a robustand mature customer interaction management Web services platform, comprehensiveanalytics, and a system-wide knowledgebase. Talisma's global customers include AOL,Aviva, Banque Populaire, Betdaq, Canon, ChevronTexaco, Citibank, Dacorum BoroughCouncil, Daimler-Chrysler, Dell, DHL, E.on, EPSON, Ericsson, Intuit, Microsoft, MWB,Pitney Bowes, Siemens, Sony, Sprint, NHS University Hospital of Leicester andXchanging. For more information, visit www.talisma.com.
