CASE STUDY

SPECSAVERS UK

CHALLENGE

Specsavers needed to better manage communications relating to their customers’ eye exam appointments and contact lens or glasses order fulfilment. The company chose CellPoint Mobile to create an integrated message-delivery service.

SOLUTION

Specsavers implemented CellPoint Mobile’s SureMsgTrack solution. The personalized messaging service is fully integrated with Specsavers’ ERP system, and notifies customers by text or email when orders placed in store are ready for collection. The system also reminds customers of upcoming appointments.

RESULTS

Today, SureMsgTrack monitors all customer messaging in real time, logging any failures and automatically re-delivering by the same or alternative routes as required to ensure successful delivery. The service is fully integrated with Specsavers’ Customer Service Desk across multiple countries, providing centralized real-time tracking, status, and statistics to support customer query resolution.