Contact Lenses

The Technology That Helped Bring Convenience to Patients and Keeps CL Orders in the Practice

online order - MARLO contact lens ordering platform story

Offer MARLO online ordering for patients. Photo Credit: Getty Images.

Transformative contact lens ordering technology

Being Heard, Getting Results with Right Contact Lens Ordering Technology

As one of MARLO’s first users, our feedback helped shape what the system does today. The MARLO team listened to what worked and what needed improvement. That early collaboration has paid off, for both patients and optometrists.

Happier Patients, Happier Families

Patients appreciate the easy ordering experience—especially families managing multiple prescriptions and brands. Now that MARLO allows ordering contact lenses from other manufacturers with MARLO ProPlus, even those not wearing Alcon lenses can enjoy the same convenience. We hear it all the time: “It’s so much easier,” “I can do this for the whole family” and “It just works.”

Keep Orders and Reorders in the Practice—Here’s How

The results honestly surprised us. Our contact lens capture rate has grown by at least 50% since we adopted MARLO. Now, most patients order before leaving the office, but many also go home to check their supply and order later—without ever needing to call us. Automatic reminders nudge patients as they near the end of their supply.

What does that mean for my practice? Our contact lens business has doubled since starting with MARLO. Back in 2018, we had only two doctors. Now, with four doctors and a team of 14, our practice is busier than ever.

Efficiency That Frees Up Our Staff

MARLO has also changed how our team spends their day. Before, front desk staff had to process orders, handle inventory and coordinate product pickups. Now, patients order online and lenses ship straight to them. That means more time for patient care, fewer trips back to the office and less manual work.

Inventory Headaches—Gone

Eliminating the need to keep full stock in-office might be the biggest relief. We used to buy bulk to get a discount and hope it sold quickly. Today, we just keep fitting sets of trial lenses on hand. This approach increases practice efficiency and opens space for other uses in the office.

Better Decisions With Better Data

MARLO gives us useful contact lens metrics—tracking which lenses we dispense most, how many annual supplies we sell and which patients are coming up for reorders or exams. I check these stats regularly for both business planning and staff training.

Since adopting MARLO, about 60% of our contact lens patients now purchase annual supplies, an increase that keeps growing each year. Our conversations with patients—highlighting rebates, value and the convenience of annual purchases—support this growth.

Planning for What’s Next

Now that MARLO supports more brands with MARLO ProPlus and even solutions and drops, we plan to offer these options to our patients too. I continually look for ways to enhance the online experience for our patients, further streamline staff responsibilities and keep our practice evolving to meet the needs of our patients.

The Bottom Line: Implement a Transformative Solution

Adopting MARLO has transformed how we manage contact lenses. We make life easier for our patients, reduce overhead, free up staff and keep CL orders and reorders in the practice.

If you’re considering moving to an online platform, my advice is simple: Choose a partner that listens, trains your team thoroughly and don’t be afraid to ask for changes that help both your patients and you. The results can be game changing.

Read another article by Dr. Crooker here.