Ready for Dispense Workflow
- 1Staff marks lab order as received and inspected
- 2SMS sent to patient with pickup hours and booking link
- 3Reminder sent if eyewear is not collected within five days
Systems for Optical Shops
Modern Systems for Independent Eyewear Retailers
Optical shops make money through the specialized sale of corrective lenses and designer frames. Income is usually lost when patients fail to return for annual exams or when staff spends excessive time manually updating clients on lab orders and insurance authorizations.
Retail
- Order Status Automation
- Annual Recall Campaigns
- Use-It-or-Lose-It Reminders
- Missed Call Text Back
- Digital Patient Intake
Also for: Eyewear Stores
How the business actually works
How the work flows, start to finish.
- 01
Inquiry
A potential client discovers the boutique or clinic and inquires about frame brands or exam availability.
- 02
Booking
The patient schedules a comprehensive eye exam or a dedicated frame styling consultation.
- 03
Pre-Appointment
Automated reminders ensure the patient brings their current eyewear and insurance information.
- 04
Dispensing Table
The optician assists with frame selection, pupillary distance measurements, and lens customizations.
- 05
Lab Processing
Orders are sent to the optical lab while the shop tracks progress and manages expectations.
- 06
Final Fitting
The patient returns for their dispense, where the optician makes final bridge and temple adjustments.
- 07
Recall
Systematic follow-ups are sent to schedule the next annual exam based on prescription expiration.
Where it leaks
Common problems for optical shops.
01
Low Exam Capture Rate
Many patients take their prescriptions elsewhere if the transition from the exam room to the retail gallery is not seamless. Without immediate engagement, the retail opportunity is lost to online competitors.
02
Lab Status Inquiries
Front desk staff often spend hours answering phone calls regarding whether glasses are ready for pickup. These manual interruptions reduce the time available for styling and sales.
03
Stale Recall Lists
Patient files often sit dormant once a prescription reaches its one year or two year expiration. Manual outreach is inconsistent, leading to gaps in the clinic schedule.
04
Unused Vision Benefits
Patients frequently forget to use their insurance allowances before the end of the calendar year. This represents a significant seasonal revenue loss for the shop.
05
No-Show Disruptions
High-value doctor time is wasted when patients miss their exam slots without notice. A lack of automated confirmation leads to gaps that cannot be filled last minute.
What LATTICE can build
Systems built around how you work.
Order Status Automation
The system sends a personalized notification to the patient when their eyewear is ready for dispensing, including a link to book a fitting time.
Annual Recall Campaigns
Automated sequences reach out via email and text thirty days before their prescription expires to secure a spot on the calendar.
Use-It-or-Lose-It Reminders
Broadcasting seasonal reminders to the patient database encourages them to use their FSA or insurance credits on a second pair or new frames.
Missed Call Text Back
If the front desk is busy with a dispense, the system sends an immediate text to the caller to start a conversation and capture the lead.
Digital Patient Intake
Mobile-friendly forms allow patients to upload their insurance cards, reducing wait times and ensuring authorizations are ready.
Review Generation
Following a successful pickup, the system sends a request for a review, highlighting the optician's styling expertise and service quality.
Example systems
What it looks like in practice.
Prescription Expiry Reactivation
- 1System identifies records with 11 month old prescriptions
- 2Series of three emails sent highlighting new frame arrivals
- 3Self-booking link provided for the next eye exam
Second Pair Incentive
- 1Patient completes a primary eyewear purchase
- 2Wait period of two weeks for adaptation
- 3Automated offer sent for prescription sunglasses or computer lenses
Have a different problem?
Tell us what's slowing the business down. LATTICE can build around the way your business operates.
Questions from optical shops
How does this help if we are already busy with walk-in traffic?
Automation handles the repetitive administrative tasks like checking order status and sending reminders. This allows your opticians to focus entirely on the patient in the chair, increasing the average transaction value through better lens consultations.
Can we target patients who haven't bought frames in two years?
Yes. The system can segment your database to find patients who are due for an exam but have not made a retail purchase recently. You can send tailored messaging showcasing your latest designer collections to bring them back into the gallery.
Will this replace our existing optical management software?
LATTICE is designed to enhance your patient communication and marketing. While your specialized software handles prescriptions and lens surfacing data, our platform manages the relationship, reminders, and lead capture that occurs before and after the visit.
Can we automate the insurance authorization process?
While the system does not verify insurance directly with carriers, it automates the collection of insurance information from the patient. This ensures your staff has the necessary data to pull authorizations before the patient even walks through the door.
Does this work for multi-location optical groups?
We provide a unified dashboard where you can monitor the performance, lead volume, and communication for all your locations. This ensures a consistent brand experience whether a patient visits your boutique downtown or your suburban clinic.