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.
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.
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:
Our multidisciplinary team of healthcare, data engineering, customer experience, and organizational change management (OCM) experts:
West Monroe collaborated with Visionworks’ diverse teams and user groups to develop a powerful data analytics and reporting platform. Together, we:
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”.