Author: Poornima Mohandas
Time to read: 2 minutes
In these uncertain times, we thought we would mix it up a little bit with an inspiring customer story of Lenskart.
What started as an online platform for eyewear, is one of the largest optical retail chains in India. Lenskart today has 600+ stores spread across 70+ cities and plans to add another 5,000 stores over the next five years. This ten-year old, New Delhi-based company has tasked itself with changing the perception of glasses from being “nerdy” to “cool” with brand ambassadors like Katrina Kaif and Bhuvan Bam. Touted as a unicorn, its financial backers include Softbank, TPG Growth, Azim Premji, and Ratan Tata among others.
- Store-level processes, checklists, and area manager’s audits were done on pen and paper.
- Visual merchandising changes were time consuming and hard to implement.
- The Business Development team used a number of tools to shortlist new store locations.
- All these processes were hard to monitor and track.
How Wooqer Solved the Problem
In 2017 Lenskart decided to digitize operations using Wooqer. All SOP checklists and area manager’s audits were digitized. With digitization, historical information was available.
“The Wooqer mobile app is very simple and in just a couple of minutes store staff pick up on how to use it,” said the Central Operations Manager at Lenskart.
Visual merchandising became faster and easier to monitor. For instance, when Lenskart Air, a special range of super lightweight eyewear products was launched, the VM team wanted the new range to be displayed in the very first shelf for high visibility. The VM team shared product training and how it should be displayed through Wooqer. Store staff followed the instructions, clicked pictures of the display and shared it through a VM process on Wooqer, making the process simpler, faster, and systematic.
The Business Development team adopted Wooqer making it easier to track productivity and compare monthly trends, which was not possible earlier.
“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,” says Oliver Kaye, COO at Lenskart.
- Lenskart saves cost. At 600 stores, the annual savings are at Rs 1.4 crore.
- Visual merchandising changes happen 80% faster.
- Store standards have dramatically improved.