Case Study: Specsavers improves the optical retail customer journey with Verint Queue Management

Specsavers boosts sales and reduces walkout rates with Verint Queue Management

Specsavers, a British multinational optical retail chain, faced challenges in managing complex customer journeys across its stores. Their manual, clipboard-based system lacked visibility and communication, leading to chaotic operations, lost sales, and customer frustration. To address this, they partnered with vendor Verint to implement its Queue Management solution.

Verint's Queue Management solution provided a digital system for greeting customers, managing virtual queues, and seamlessly transitioning them between different services. This improved visibility, reduced waiting times, and decreased walkout rates. The results for Specsavers included increased sales and revenue growth, improved staff productivity and morale, and enhanced customer loyalty leading to more word-of-mouth referrals and an increase in average transaction value.

Specsavers