Case Study: LensDirect.com achieves 225% more orders and reliable prescription verifications with Twilio

Lensdirect.com Delivers Clear Vision to Hundreds of Thousands of Customers

LensDirect.com is a leading online contact lens retailer that depends on timely, reliable communication to serve customers who need lenses before events, travel, or when supplies run low. Their legacy, outsourced prescription-verification system was unreliable—outages forced manual processes, delayed shipments and risked unhappy customers—so the company needed a more dependable, cost-effective way to verify prescriptions and reach customers quickly.

LensDirect rebuilt verification and outreach in-house with Twilio: Programmable Voice IVR to connect with doctors, Programmable SMS/MMS for photo prescriptions and low-supply reminders, Lookup to validate mobile numbers, and Studio for fast workflow design. The move eliminated reliability issues and delivered major gains: a reported 1,640% monthly cost improvement over the legacy vendor, SMS low-supply reminders lifted conversion from 0.53% to 2.49% (a 370% increase) and drove a 225% rise in orders, a year-over-year text vs email comparison showed conversion up from 0.18% to 2.12% (>1,000% change) with orders up 840%, and customer satisfaction remains very high (96.7% happy).

LensDirect.com

Ryan Alovi

Chief Executive Officer