What We Did

Optical retailers both provide healthcare services and retail sales—this dual nature leads to business complexities including fragmented communication, complicated data, and error-prone IT complexities. Visionworks, Inc., a leading provider of eye care services with over 700 locations in the U.S., was encountering just that. They engaged West Monroe in the early stages of its “One Team” transformation, a multi-year initiative to optimize the experience for patients, customers, and associates. The result? Implementing a roadmap that equipped each business unit with self-service data capabilities that led to both a better customer experience and improved operational efficiencies.

The Opportunity

Business users were struggling to maintain manual processes and using complex Excel and one-off databases that created rework and sowed doubt in outcomes. The eye care provider initiated its “One Team” journey to consolidate and streamline these processes, enlisting West Monroe to develop a platform that delivers accurate, consistent, quality data to all its users—doctors, patients, customers, and associates.

Our team set out to:

• Identify and condense meaningful KPIs
• Streamline data access and reporting across the business
• Empower every team to realize the benefits of centralized data

An Undeniable Approach

Our multidisciplinary team of healthcare, data engineering, customer experience, and organizational change management (OCM) experts:

• Performed a proprietary Rapid Insights analysis on the organization’s data
• Built an Enterprise Data Platform (EDP) and reporting system for users spanning the back office and the field
• Diagnosed critical process and governance problems to enable OCM improvements
• Trained and upskilled various user groups to maximize new data capabilities across use cases

The Output

West Monroe collaborated with Visionworks’ diverse teams and user groups to develop a powerful data analytics and reporting platform. Together, we:

• Catalogued more than 100 data sources to enable cross-functional analysis
• Rolled out a Power BI solution layered onto our Rapid Analytics Platform to facilitate self-service reporting and data visualization in the field
• Executed a technology change management program to integrate information in a central location and optimize operational processes
• Trained 40 power users on self-service visualization techniques and data best practices to aid additional users across departments and locations

Returns You Can Measure

The West Monroe team partnered with Visionworks in the early stages of their multi-year operational initiative. Our team built a centralized self-service enterprise data platform that provides a bridge between previously siloed business and technology groups. Now each team has the information they need to create better experiences that drive lasting results. 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”.