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Removing till-point bottlenecks with award-winning process innovation



Overcoming the till-point bottleneck

Specsavers in Australia annually serves the vision needs of over 4 million customers across its extensive network of 380+ stores, representing more than 40% of the eye care market. Despite the multiple customer dispense points in each store, the payment process was constrained to a single till point, resulting in bottlenecks that adversely affected efficiency and the overall customer experience.

To overcome this challenge and enhance both customer and colleague experiences, the decision was taken to enable payment processing at store dispense points to reduce till-point bottlenecks.

 

Creating a connected in-store customer journey

PMC worked with Specsavers to implement a Windows integration solution that could be easily deployed to each dispense PC, enabling store colleagues to carry out all phases of the dispense and payment journey from the same device. The new solution creates a seamless customer experience, streamlines the workflow for store colleagues and ultimately saves valuable time.

The freshly integrated solution seamlessly communicates with the in-store Practice Management System (PMS), the Point of Sale (POS) software, and all associated peripherals.

 

Delivering impact

A large-scale migration to all stores was successfully achieved in 4 months, well ahead of the peak trading period for health insurance, and by replicating existing practice management systems and integrating them into Windows clients, the new innovation required little staff training enabling easy go-live across stores from the outset.

Both customers and team members have reported a significantly improved experience that reduces unnecessary pain points and enhances convenience for a busy retail environment.

In addition, the Windows integration solution, named 'Quick-Pay' by Specsavers, has also gained recognition by winning the Process Innovation award at the 2023 Australian Business Awards.



PMC brought the necessary experience and retail expertise to deliver a very successful project, which has transformed our instore customer experience and opened the door to ongoing process innovation.”

John Lang - Technology Director for Specsavers ANZ

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