Hakuna empowers Mister Spex to launch and expand their own omnichannel eyewear protection program

Mister Spex is Europe's leading omnichannel optician. They cater to their 7.1 million customers through 10 online stores, over 65 retail locations, and 300 partner opticians. Across all of their channels, Mister Spex is deeply committed to digital innovation, leveraging cutting-edge technology and smart features to provide seamless customer experiences everywhere. Whether shopping online or in store, customers can always easily find their perfect pair of glasses at Mister Spex.

When it came to product protection, Mister Spex needed a solution that would offer their customers the same high-quality service they are accustomed to across all channels. That’s where Hakuna came in!

In 2023, Mister Spex partnered with Hakuna to launch a pilot project for in-store glasses protection. Since then, they've steadily expanded and refined their product protection program, rolling out protection to all retail stores, extending the protection offering, introducing new channels, and refining the sales process. Throughout, Hakuna has proven to be the ideal partner for Mister Spex, offering the flexibility and technical capabilities necessary to support their omnichannel approach.

Eyewear protection in all sales channels

Using Hakuna’s flexible integration options, Mister Spex can seamlessly integrate tailored product protection into the customer journey, ensuring an intuitive purchase process regardless of the channel. The checkout processes are always paperless and straightforward, with customers being given the choice between full glasses protection or lenses protection for all eyewear up to 1,500€, regardless of whether it’s prescription or non-prescription, sunglasses or regular glasses.

In-store, Mister Spex sales staff use Hakuna Assist—a web-based sales tool—to sell product protection during the sales process. In a few short steps, staff can help customers secure protection within 20 seconds.

In their CRM emails, Mister Spex uses Hakuna Redirect to offer tailored product protection offers to existing customers. After they make a purchase, customers get emailed links to individual Hakuna checkouts where they can add protection to the eyewear they just purchased with a few clicks.

Next, Hakuna-powered product protection will be integrated into the Mister Spex e-commerce checkout flow, further enhancing the omnichannel customer experience.

High acceptance rates through continuous optimization

Hakuna's remarkable flexibility and responsiveness have been instrumental in enabling Mister Spex to continually refine and enhance their product protection program. This adaptability has allowed Mister Spex to introduce new protection types, launch bonus programs, and streamline their sales processes to better serve their customers. Hakuna's support in facilitating these changes has been comprehensive, encompassing sales training, adjustments to sales tools, provision of detailed data and ongoing support, and the introduction of additional integration options to suit Mister Spex's evolving needs. These ongoing improvements have resulted in exceptionally high acceptance rates among both sales staff and customers.

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"Hakuna’s flexibility, innovative solutions, and seamless integration have enabled us to launch consistent product protection offerings across all channels. From the initial pilot to the full-scale rollout, Hakuna's support has been exceptional—providing comprehensive training, responsive assistance, and ongoing improvements to our program. Their commitment to helping us deliver a top-tier experience for our customers has made them an invaluable partner."