Payment innovation and streamlined in-store operations for Specsavers
Rapid deployment
Solution rolled out to all Australian stores in four months.
Award-winning innovation
'Quick-Pay' solution recognised for Process Innovation at the Australian Business Awards.
Enhanced customer flow
Increased transaction points within stores by leveraging existing infrastructure.
Challenge
Overcoming Till-Point Bottlenecks
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.
Approach
Creating a connected in-store customer journey
PMC, renowned for retail systems integration, was selected to revolutionise Specsavers' in-store operations. The solution involved deploying a Windows integration, named 'Quick-Pay', across dispense PCs. This innovation allowed every dispense desk to function as a transaction point, seamlessly integrating with Specsavers' Practice Management System (PMS), Point of Sale (POS) software, and HICAPS terminal.
"Our teams recognised an opportunity to remove the single transaction point within each store by utilising technology and integration to turn every dispense desk into a customer transaction point." Says John Lang.
Solution
Enhancing Customer and Colleague Experience
The 'Quick-Pay' solution not only increased transaction points within stores but also simplified the workflow for staff, reducing operational complexity and enhancing service delivery. This comprehensive integration was deployed nationwide within four months, well ahead of the peak health insurance trading period, earning the Process Innovation award at the 2023 Australian Business Awards.
Outcome
Improved Efficiency and Customer Convenience
Specsavers reported a significant improvement in both customer experience and operational efficiency. By eliminating traditional transactional constraints, the solution reduced wait times and streamlined the payment process, benefiting both customers and team members alike.
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.
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