By Chrissy Friberg, LDO
|Touchpoints - Critical interactions within the customer journey that help define key moments in the process which can build or erode customer trust.|
Other opticians are always curious about our success with Sunbit, since it’s relatively new to the optical industry. The common questions that I receive are: Did we see the average sale and retention rates go up? Did our multiple pair sales grow, and did sales increase? The answers are yes, yes and yes! But the foundation for all of this success is the growth in the number of happy, loyal patients.
We see a fair number of patients with lower incomes, so offering a buy now, pay later solution that allows patients to break up payments into more manageable installments is vital to our success. We have tried other financing services in the past, but high fees and a poor patient approval rate created a suboptimal experience. When our patients were consistently denied, it made this personal and crucial checkout moment uncomfortable not only for the patient but for us as well.
|Chrissy Friberg, LDO|
Practice Manager - Optician
Not only has Sunbit improved our patient experience, but it has impacted our bottom line. Let me give some specific answers to the questions my industry friends asked above:
- Did our average sale go up? Yes, from $321 to $468, with patients opting for more high-end upgrades.
- Did patient capture/retention rates rise? Yes, from 57% to 88%.
- Did our multiple pair sales increase? Yes, although sometimes it's a follow-up purchase after their final payment on a prior purchase.
- Did the business grow? Yes, we average an additional $9,000 per month, which required more staff but eased the workload for the team. Now we can spend more personalized time with each patient. And I can finally take a vacation!
There is one fascinating phenomenon that occurs with Sunbit's Buy Now, Pay Later solution: Patients come back for more pairs as they pay off prior purchases. Sometimes it will be a beautiful pair of sunglasses that we showed them months ago, or for athletes, a pair of color-enhancing polarized lenses to help them improve their game. Other times a patient will return because they can't resist using Sunbit to buy a pair of show-stopper high-fashion sunglasses.
We show them all eyewear that is perfect for them, and Sunbit technology makes it attainable. I always say, "We don't open with Sunbit, but we almost always close our checkout process with Sunbit.”
Loans are made by Transportation Alliance Bank, Inc., dba TAB Bank, which determines qualifications for and terms of credit.