It's a busy Saturday in Street — the Clarks Village retail outlet brings extra footfall to the town and your practice has walk-ins competing for attention alongside a full appointment book. A patient calls to reorder their monthly contact lenses; they're on their last pair. Your receptionist is tied up with a frame handover. The call goes unanswered. They order online from a national supplier instead — and next time their recall is due, they'll go wherever is easiest. ForgeMason takes that reorder call, captures the lens details, and passes the request to your team, keeping the patient in your practice rather than drifting to a competitor.
Street's retail economy, anchored by Clarks Village, means the town sees irregular but intense footfall surges — particularly at weekends and school holidays. An optician here experiences the same peaks, with walk-in enquiries and appointment arrivals coinciding with high incoming call volume. The moments you're busiest face-to-face are exactly the moments you're most likely to miss an important call. Compound this with the routine pressure of a testing room that can't be interrupted, and missed calls become a structural problem rather than an occasional one. ForgeMason provides the consistent, always-on phone coverage that a retail-adjacent practice needs.
Sight test appointments booked for both NHS and private patients. Type identified from the first call.
Automated sight test recall at 2 years (or custom interval). Patients book before their vision changes undetected.
Appointments booked outside clinic hours. Evening callers book next-day slots without waiting to call back.
Flash, floaters, sudden vision loss — urgent calls escalated immediately. Routine calls handled normally.
Lens reorder requests captured and forwarded. Patients don't need to come in just to reorder.
Automated post-appointment review requests build your profile for local optician searches.
Free 20-minute demo. See how ForgeMason works for your Street practice.
Book the Demo