Payment Innovation and Streamlined In-Store Operations for Specsavers

Challenge: Overcoming Till-Point Bottlenecks Specsavers Australia serves over 4 million customers annually across 380+ stores, holding more than 40% of the eye care market. Despite multiple dispense points, payment processing was limited to a single till point in each store, causing bottlenecks that hindered efficiency and customer experience. Approach: Creating a Connected In-Store Journey PMC, known for its retail systems expertise, was chosen to transform Specsavers' in-store operations. The solution involved deploying a Windows-based integration called 'Quick-Pay' across dispense PCs. This innovation enabled every dispense desk to act as a transaction point, integrating seamlessly with Specsavers' Practice Management System (PMS), Point of Sale (POS) software, and HICAPS terminal. Solution: Enhancing Customer and Staff Experience The 'Quick-Pay' system not only expanded transaction points but also streamlined staff workflows, reducing complexity and improving service delivery. Deployed nationwide in four months, this integration was implemented well before the peak health insurance trading period and won the Process Innovation award at the 2023 Australian Business Awards. Outcome: Improved Efficiency and Customer Convenience Specsavers experienced a notable boost in customer satisfaction and operational efficiency. By removing traditional transaction constraints, 'Quick-Pay' reduced wait times and streamlined the payment process, benefiting both customers and staff. Key Stats: - Rapid deployment: Nationwide rollout completed in four months. - Award-winning innovation: 'Quick-Pay' recognised for Process Innovation at the Australian Business Awards. - Enhanced customer flow: Increased transaction points by utilising existing infrastructure.