Eyefinity drives optometry growth by keeping customers’ needs at the center of payments integration

As a leading independent software vendor (ISV) serving both large corporate and small independent optometry groups, seamless and reliable payment processing was critical to Eyefinity’s business and their customers’ operations. When their previous payment processor was acquired and service quality declined sharply, Eyefinity faced mounting challenges that threatened their reputation and their clients’ ability to serve their customers. This is the story of how Eyefinity partnered with Worldpay for Platforms to deliver a robust, scalable, and customer-centric integrated payments solution.

Challenge 

The acquisition of Eyefinity’s previous payment processor marked a turning point in the reliability of their payments infrastructure; the quality of service deteriorated, and the impact was felt immediately by their largest accounts. Eyefinity’s clients began reaching out, voicing their frustrations and concerns about their inability to get payment terminals into newly opened stores. The urgency in their communications underscored the severity of the situation: Eyefinity’s customers were unable to operate efficiently, putting Eyefinity’s reputation at risk.

Behind the scenes, the technical challenges compounded the business issues. Eyefinity’s engineering team found themselves in a constant cycle of retooling and updating software to accommodate frequent changes from the payment processor. Every adjustment on the payments side required the software company to divert resources away from their core product development, slowing their progress and increasing operational costs. The situation demanded a strategic reassessment—not just to restore stability, but to ensure Eyefinity could continue to innovate and meet the evolving needs of their diverse customer base.

Solution 

Recognizing the urgency of the situation, Eyefinity initiated a thorough and collaborative process to identify a new payments partner. Their approach began with listening by engaging customers directly to understand their requirements for an integrated payments solution. By marrying their perspectives with the needs of the software business, Eyefinity developed a comprehensive set of criteria that would guide their search.

Eyefinity explored the market, spoke with numerous vendors and evaluated their offerings against their needs. Throughout the process, Eyefinity remained focused on finding a solution that would accommodate both their large retail corporate optometry groups and their smaller independent practices. The technology aspect was particularly critical; Eyefinity needed a partner whose integration would shield them from the constant turbulence of payment processing updates, allowing their team to concentrate on engineering and innovation.

Worldpay for Platforms met the technical requirements Eyefinity had set forth and demonstrated a strong reputation among clients—especially the larger corporate optometry groups. Eyefinity gained confidence that their software business would be insulated from disruptive changes in the payments ecosystem, freeing Eyefinity up to focus on what they do best. The new payment partnership represented a strategic alignment of business and technology goals, setting the stage for renewed growth and customer satisfaction.

Partnership results 

• Seamless store openings: Terminal provisioning issues were resolved, enabling smooth launches for both new and existing stores.
• Software updates simplified: Worldpay’s integration insulated Eyefinity from disruptive technology changes, freeing up engineering resources and eliminating the need for constant retooling.
• Enhanced customer satisfaction: Both large corporate and small independent optometry groups reported improved reliability and support.
• Operational stability restored: Eyefinity’s teams could focus on core software engineering, confident that payment processing changes would not disrupt their workflow.
• Trusted industry reputation leveraged: Worldpay’s proven track record strengthened their relationships with major accounts and supported business growth.