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National Retailer Modernizes Legacy Communications for 1,300 Stores in 6 Weeks

National Vision Case Study 1

Industry

Retail

Challenge

Acquisitions over time left 300 stores disconnected from a national vision retailer’s central database. In March 2020, the shutdown exposed this vulnerability, requiring a rapid transformation to centralize communication systems and maintain service quality across 1,300 locations.

Results

BAZ tripled its support team size and worked 24/7 to transition the retailer to a fully integrated, controlled communications platform in just 6 weeks. This modernization ensured every customer inquiry was answered despite the national crisis.

1,300+
Stores
300
Additional Integrated Stores
National Vision Case Study 3

About National Vision

National Vision is a leading nationwide vision and eyeglass center operating as a high-volume retailer and medical provider. With a large national footprint, they rely on seamless communication to manage orders and customer inquiries across North America.

The Opportunity

The company relied on two disconnected systems: individual store phone numbers and a central call system. To deliver on its reputation during a period of rapid change, the organization needed a responsive, centralized system that could be updated in real-time.

The Solution

BAZ acted as a strategic partner to redesign the communication architecture for immediate responsiveness:

  • Immediate Voicemail Activation: Quickly activated carrier voicemail boxes so associates could handle customer calls during the initial closure.
  • System Centralization: Expanded the central system so every voicemail connected after four rings.
  • Database Integration: Synced the system with the company database to allow store hours and greetings to update seamlessly across the country.

The Results

Within six weeks, the retailer moved from a fragmented mix of systems to a fully integrated platform. This transformation allowed the company to keep staff safe while ensuring total customer connectivity, setting a new telecommunications standard for the brand.

Why BAZ?

BAZ specializes in finding the invisible. We work as an extension of your team to ensure complex transitions deliver the desired financial and technical impact without losing momentum.

Ready to get started?

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