At A Glance
- Industry: Eyewear
- Number of Stores: 2000+
- Region: MEA, India, and US
Benefits
- 80% reduction in the VM implementation cycle
- Improved customer experience
- Cost savings post digitization
Solutions Used
- Store Visit Reports
- Daily SOPs
- Task Management
- Store Audit Reports
“The biggest value is in being able to know what is happening in our stores. Our store standards have dramatically improved and we are able to deliver our customers better customer experiences.“ – CBO & COO at Lenskart
The Challenge
- Unstandardized Data Collection: Area managers at Lenskart used pen & paper for everything – daily store operations, store audits, etc. This made it difficult to accumulate all the data centrally, drive insights, and make decisions.
- Long VM Changeover Cycle: There was no central way to share guidelines, track the progress of VM changes, and track their implementation. Stores used Google Drive to share VM implementation pictures.
- Unorganized Business Development Research: The business development team used pen & paper and email to collect & share research findings on new store locations. This made it difficult to track data and generate insights.
Solution
Lenskart started using Wooqer’s daily store operations checklist for standardized data collection across all their stores. All frontline employees could now quickly fill the checklists with visual proof. In cases of non-compliance or customer complaints, it became easier to quickly review historical audit data, find the underlying cause, and immediately rectify the problem.
Lenskart could now easily implement VM changeovers. For instance, when Lenskart Air was launched, the VM team shared guidelines centrally through the Wooqer app for all store locations. The team wanted to put the new product range on the first shelf for the highest visibility.
Frontend employees went through the VM guidelines and uploaded visual evidence of the product placements. The VM team now had visual evidence of VM implementation across all stores in one place, making the entire process simpler and faster.
Benefits
- Faster VM Changeovers: Visual merchandising changes happen 80% faster, reducing the time to implement from 10 days to 48 hours.
- Better Customer Experience: Store standards – such as cleanliness and hygiene, staff grooming, and store displays – dramatically improved, resulting in better customer experiences.
