Optometry Case Study

Leading high street chain Boots is one of the key players in the UK optical market, with over 550 optician stores throughout the country.

Key Points

  • Veritek supports the full range of ophthalmic equipment in use across all 460+ Boots Opticians practices throughout the UK.
  • Its field engineers received OEM training in ophthalmic technologies including test charts, retinal cameras / Optical Coherence Tomography (OCT), lens meters and phoropter heads.
  • A bespoke end-to-end service was established, including a dedicated customer service helpline and technical support helpdesk, and the delivery of scheduled maintenance, on-site repairs and remote diagnostics.
  • Veritek managed a major rollout of new equipment, delivering installations to hundreds of sites across the UK with minimal disruption
  • The relationship between Boots Opticians and Veritek continues to be highly successful with all SLAs met and regular customer satisfaction surveys return scores of 9+ out of 10.

Problem

Boots Opticians was seeking a technical partner to provide ongoing maintenance and repair services to all of its sites, catering for specialist ophthalmic equipment, which requires the highest levels of accuracy, calibration and reliability.

In addition, a major rollout of new equipment required a fully managed installation service.

With expertise and experience providing technical support to medical, dental, diagnostic and ophthalmic markets, Veritek was the perfect choice.

Solution

Each of the 550+ Boots Opticians stores utilises a range of equipment, including test charts, retinal cameras / Optical Coherence Tomography (OCT), lens meters and phoropter heads.

In preparation, Veritek field engineers received full OEM training, while Veritek head office worked with Boots Opticians to design a bespoke end to end service.

A dedicated customer service line and technical support helpdesk were established, along with efficient parts management supply lines. Veritek’s highly professional engineers provided scheduled maintenance, remote diagnostics, on-site break/fix, and back to base repairs at its purpose-built Repair Centre.

When Boots Opticians announced a major rollout of new equipment to hundreds of sites, Veritek fully managed all installations, co-ordinating with equipment manufacturers Topcon, Boots Opticians HQ and each site to install equipment during refurbishments, ensuring a smooth plug-in-and-play service.

Results

Veritek now supports each Boots Opticians practice in the UK, with our engineers completing all works with minimal disruption to these busy, dynamic environments.

Our certified in-house trainers receive regular OEM training updates, and pass this expertise on to our network of field engineers to ensure all skills and knowledge are fully up to date.

Veritek provides Boots Opticians with weekly and monthly performance reviews showing SLA performance and regular Customer Satisfaction Surveys return an average score of 9+ out of 10.

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