Automated systems are revolutionizing the way optometrists manage contact lens orders
Dr. Ian Whipple is among the practitioners who have embraced automated contact lens ordering software, simplifying the process for the staff and patients. With features like direct access to electronic medical records and automated reminders, the system enhances accuracy and satisfaction, marking a significant shift in contact lens management.
Contact lenses have long been a staple stream of business for many optometrists. However, traditional ordering methods can be time-consuming and occasionally result in inaccuracies.
Simplifying the ordering process
According to Dr. Ian Whipple, owner and optometrist at Vision Source of Farr West and South Ogden, Utah, USA, the introduction of automated contact lens ordering software has changed this landscape—bringing with it greater efficiency and satisfaction for both patients and opticians alike.
“Before using this software, our opticians had to manually enter contact lens information—such as Rx and lens base curves/diameters—into our distributor’s order page. This process was time-consuming and led to occasional transcription errors, resulting in returns of inaccurately ordered contact lens boxes,” he told COOKIE Magazine.
Switching to an automated system has made the task “ridiculously easy,” he said, allowing staff members to pull up contact lens information directly from the company’s electronic medical records system and submit orders directly to their distributor with the click of a button.
“The system has improved customer satisfaction, allowing for quicker, easier, and more accurate ordering system of new lenses,” added Dr. Whipple.
The process has also been a hit among the company’s staff, making their job less complicated with fewer margins for error. “They love being able to order with one click instead of spending time navigating another website to order manually. The extra five minutes saved can now be spent on other office tasks,” he enthused.
A seamless integration
Vision Source embraced CLX (EssilorLuxottica; Paris, France) early on, impressed by its features. One notable feature is the automated email and text reminders sent to customers who don’t order an annual supply of lenses on their original re-order date. These reminders direct them to the online ordering portal, allowing them to obtain the remaining lenses needed for their annual supply.
“These lenses are ordered directly through CLX and come from our distributor. To the patient, it appears as if they’re ordering directly from our office. We keep the revenue, and patients don’t have to shop around,” explained Dr. Whipple.
Navigating system setup and challenges
While automated contact lens ordering systems can significantly enhance satisfaction on both sides of the company counter, they do not come without issues. One challenge, according to Dr. Whipple, was that every contact lens had to be uniformly noted within the system so that CLX could recognize the name and product details necessary to generate an accurate order. of the company counter, they do not come without issues. One challenge, according to Dr. Whipple, was that every contact lens had to be uniformly noted within the system so that CLX could recognize the name and product details necessary to generate an accurate order.
“For example, a My Day daily disposable contact lens might have been originally entered in our system as ‘My Day Sphere,’ but we needed to change its name to ‘My Day daily disposable’ for CLX to recognize it. We probably spent less than three hours of staff time setting up this process,” he said.
Overall, however, the system has been a great boost to the business, according to Dr. Whipple. “Any time we have the opportunity to automate a process in our office, we see improvements in efficiency and accuracy. We’ve definitely realized this with our integrated contact lens ordering system, CLX,” he concluded.
Editor’s Note: A version of this article was first published in COOKIE magazine Issue 17.
