How an enterprise eyewear brand is monitoring their eye-test SOP compliance.

Business Overview

This leading omnichannel eyewear retail brand with a wide range offering of stylish eyeglasses, sunglasses & contact lenses, is known for leveraging technology to make premium eyewear and vision care accessible to a global audience, through its network of over 1500 stores.

Challenges Before Storefox 

Despite its position as a market leader in the eyewear industry, the retailer faced challenges in areas including 

• Inconsistent Sales Execution: Lack of structured monitoring of associate-led eye-tests recommendations led to missed opportunities in upselling & personalised services. 
• Missed Growth Opportunities: Lower conversion rate of premium memberships signups limited the brand’s ability to increase customer lifetime value.
• Poor Customer Experience: Frequent product unavailability across channels resulted in low customer satisfaction, abandoned purchases and revenue loss.

Enter AI-Powered Remote Monitoring & Observability Intelligence with Storefox ‍

Storefox’s audio analytics solution was deployed, introducing a game-changing approach to customer experience monitoring.

‍Our AI-driven platform provided personalized improvement plans for each store, empowering the team to achieve their performance targets. These data-backed strategies focussed on addressing issues, identifying high impact opportunities, and driving outcomes.

The Impact

• Real-Time Conversation Analysis:  Storefox devices captured customer interactions with store staff, revealing patterns and anomalies at a remarkable scale for the team, with insights powered by advanced Large Language Models (LLMs). ‍
• Dynamic Insights Delivery: Continuous monitoring and actionable insights allowed the team to act quickly on occurring trends and operational pain points. 

The Results that Matter

Storefox didn’t just identify problems—it helped the brand with live monitoring to track the immediate impact of implemented changes. This data-driven approach enabled the brand to make swift, informed decisions, leading to measurable improvements, including:

• SOP Monitoring & Adherence: Identified common objections in eye-tests recommendations, such as wait time, availability of prior prescriptions, and cost concerns, which were addressed through SOP adherence. Enabling real-time SOP monitoring streamlined the process, ensuring consistent staff execution & enhancing customer engagement.
• Optimised Membership Sign-Up Process: Discovered the friction points in the enrolment process by analysing associate communications & sign-up trends, representing a significant chance to enhance engagement & boost membership conversions.
• Seamless Customer Experience: Identified demand for out of stock iteams, enabling the brand to improve stock accuracy, minimise lost sales, and enhance the overall in-store shopping experience.

By bridging the gap between qualitative data and actionable insights, Storefox delivered more than just a solution—it became a growth catalyst & set a new standard for retail excellence.