The glasses were handed over, and that customer record never opened again.

Rocketly is a CRM layer for an optician’s customer communication and enquiry flow: frame, lens and contact-lens questions from connected channels attach to a customer record, order stages are tracked, renewal and check reminders are configured, and the process becomes reportable. It does not replace your optical retail software, lab ordering system or till; it works alongside them as the communication and follow-up layer.

You add the prescription photo, the latest values, the chosen lens package and the frame model to the customer card as custom fields and attachments, so the history is visible on one screen when the customer returns a year later. Rocketly does not read or interpret a prescription and makes no assessment about a change in values; measurement, suitability and product decisions are made by the optician on the basis of the eye doctor’s prescription.

Yes. Connected sources such as WhatsApp Business, a personal WhatsApp line, Instagram DM and story replies, Facebook Messenger, Telegram, email and the web chat widget appear in the same inbox. Rocketly supports 12 channel types in total; which ones you can open depends on your account configuration and plan. In multi-branch stores records can be separated per branch.

You build the order process with your own steps: Enquiry, Measurement and Selection, Lab Order, Fitting, Handover and Check. Each record sits at one stage with a named owner, and the board shows how many days it has been waiting. When a stage changes, a draft update for the customer is prepared; staff edit the wording and decide whether to send it. The laboratory’s own turnaround is not a commitment we make — the record simply makes the status visible.

Workflow Builder ships with 55 templates and offers 46 trigger types. You segment lens wearers by pack duration and define a reminder flow as the renewal window approaches: a trigger, a condition (contact consent exists) and an action (message draft, task or notification). Your team approves the wording and the send, and you set the intervals to match your own product groups.

Purchase date, product coverage status and previous service work sit on the customer record as custom fields. A request about a broken hinge or a scratched lens is added to the same record as a service stage, and if the product leaves the store the waiting status is noted. That way the last thing said to the customer survives a change of staff. What the coverage includes and the conditions of the process are set by your own store policy.

You decide the content and the frequency; the system only provides the scheduling and the approval step. The common practice is to plan a neutral check reminder at the interval you choose from the last measurement date, and to keep any clinical assessment out of the wording. Whether an examination is needed and whether values have changed are matters for the eye doctor; the store only informs about appointments and measurement services.

Yes. Bulk import runs from CSV, Excel, VCF and Google Sheets, mapping name, phone, email, segment, last purchase date and custom fields. Checking the mapping with a sample file before the full import is recommended. You decide which fields travel: contact and order information usually moves, while a minimum-data approach is often taken for sensitive detail such as prescription values.

Yes. There is a permanently free plan, no credit card is requested and there is no trial-period concept. AI, advanced workflows and some channel connections sit in paid plans. The pricing page shows which feature belongs to which plan, and you can start with one store and one channel, then widen the scope as branches come on board.