Customer overview
The client is a major player in the eye care distribution space, serving thousands of Eye Care Professionals across the United States through its extensive network and service offerings.
Challenges
The client set out to transform how Eye Care Professionals interact across ordering, customer support, and patient engagement. Their existing systems—built for scale—were not designed to deliver modern, intuitive, and self-service digital experiences. ECPs navigated disjointed workflows, resulting in friction and lower satisfaction.
At the same time, the client identified a strategic opportunity to unlock new revenue streams by launching white-labeled digital marketplaces on behalf of retail partners. These marketplaces would be branded externally but powered by the client’s infrastructure. Achieving this vision required a composable architecture that could support branded experiences, scale rapidly, and preserve integration with core backend systems.
The approach had to balance innovation with continuity—transforming the front-end experience while ensuring that existing order management and fulfillment capabilities remained unaffected.
The solution
To realize this transformation, the client partnered with Visionet to develop a modular, scalable digital engagement platform built on Microsoft Dynamics 365 Commerce. The platform, known as “Meet Abby,” was designed to streamline how ECPs place orders, track fulfillment, and engage with the brand—all through a unified experience.
The underlying architecture enabled dual functionality: serving ECPs directly while supporting branded, retail facing marketplaces that could be configured and launched rapidly. Visionet worked alongside internal teams and Microsoft to design the platform architecture, build commerce components, and integrate backend systems.
Visionet also led user experience design for both ECP and retail partner journeys—ensuring consistency, usability, and adoption. Retail partners were onboarded through white-labeled storefronts, powered by the same infrastructure. Collaboration with Microsoft’s product and customer engineering teams helped accelerate delivery timelines and optimize platform performance.
With a composable foundation in place, the client gained the flexibility to scale new revenue models, adapt to changing partner needs, and continuously evolve their digital experience.
Benefits
Leveraging a white-labeled digital platform approach, the client successfully modernized its customer engagement and unlocked new business channels without disrupting its core operations. Results include:
- 15% increase in digital order adoption by ECPs within the first year
- 3-point improvement in Net Promoter Score among digitally engaged users
- 20% reduction in average order processing time
- 8-10 retail partnerships launched using white-labeled marketplaces
- 3% year-over-year growth in revenue from new digital commerce channels
- Expanded addressable market via direct-to-consumer fulfillment for retail partners
- 10-12% reduction in inbound service inquiries for order tracking
- Onboarding of over 1500 ECP accounts within six months
- 40% improvement in order accuracy and fulfillment SLA compliance
- Strong positive feedback from ECPs and retail partners on usability and fulfillment speed
