Optical retailers provide both healthcare services and retail sales, a dual nature that leads to business challenges from fragmented communication and complicated data to error-prone IT processes.
Visionworks, Inc., a leading provider of eye care services with over 700 locations in the U.S., was encountering those issues when they made a cost saving decision. They engaged West Monroe in the early stages of their “One Team” transformation, a multi-year initiative to optimize the experience for patients, customers, and associates. The result? A plan and actions that equipped each business unit with self-service data capabilities that created a better customer experience and improved operational efficiencies.
I think the big difference with West Monroe is it truly feels like you have a strategic partner that helps you think through the end-to-end business flows. They bring a totally different element to what we do in helping us think through both the business as well as the technology.
Without a doubt, West Monroe has been a tremendous partner in this project. They came in wanting to listen and understand what the needs were not only of the business, but also of our associates and ultimately the people that we serve—our patients.
We partnered with Visionworks to develop and implement a roadmap that would equip each business unit with self-service reporting capabilities and drive a new and unique customer experience and operational efficiencies.
Visionworks employees were struggling to maintain manual processes and were using complex Excel and one-off databases that created rework and introduced additional risk of error. But they didn’t accept those challenges as reality. Instead, Visionworks initiated their “One Team” journey to truly be digital by consolidating and streamlining processes and enlisting West Monroe to develop and implement a platform that would equip each business unit with self-service reporting capabilities. The goal? and Accurate, consistent, quality data for all users—doctors, patients, customers, and associates.
We assembled a multidisciplinary team of healthcare, data engineering, customer experience, and organizational change management (OCM) experts. This team set out to identify and condense meaningful KPIs, streamline data access and reporting across the business, and empower every team to realize the benefits of centralized data. Our team:
West Monroe collaborated with Visionworks’ diverse teams and user groups to develop a powerful data analytics and reporting platform that enables Visionworks to make faster, data-driven business decisions with the patient at the center. Together, we:
The centralized self-service enterprise data platform that West Monroe built provides a bridge between previously siloed business and technology groups. Now each team has the information they need to create better customer and employee experiences that drive lasting results and loyalty.
Visionworks is already reaping the benefits of improved customer satisfaction, increased productivity, and newfound operational efficiencies. Employees say that new reports “replace a binder full of paper on my desk” and “will save us 4-6 hours every Monday.”