The Situation
A $7M multi-centre eye hospital group in Delhi was generating high patient volumes, yet optical sales contributed only 1% of gross revenue.
The optical unit functioned independently from clinical workflows. There was no structured preselling, minimal staff motivation, and weak merchandising, resulting in poor conversion despite strong footfall.
Our Approach
Integrated optical workflows with OPD and refraction
Enabled doctors & optometrists to ethically presell progressive lenses
Introduced performance-linked incentives for optical staff
Upgraded merchandising to simplify patient choice at point of sale
Focus remained on guided selling over hard selling, improving conversion without impacting patient trust.
Why was optical revenue low despite high patient volume?
The optical unit was not integrated with clinical workflows, lacked preselling, incentives, and effective merchandising.
Did preselling affect clinical ethics?
No. Preselling was need-based and doctor-led, focused on patient guidance—not hard selling.
Is this model scalable for other eye hospitals?
Yes. The approach works for both single and multi-centre eye hospitals with minor customisation.
The Results
Optical Revenue Contribution
Increased from 1% to 4.5% of total gross revenue
Revenue Growth
Delivered a 350% increase in optical revenue contribution
Lens Conversion
Significant improvement in progressive lens acceptance at the optical level
Operational Efficiency
Better staff accountability, improved workflows, and stronger in-store execution
Guide the Process and Solve Problems
A weekly, executive-level decision mechanism to guide the process and solve problems as they arise.
“We wouldn’t have gotten to where we are today without Finovate. The Finovate spent time with us to better understand our processes and where our bottlenecks were.”
