Essilor has made upgrades to its largest lens lab in ANZ to create the fastest and most reliable service it’s ever launched for independents in the region.
Owners of independent optical practices are always seeking that ‘differentiation factor’. The one clinical skill or product that can give them an edge in a sector teeming with entrepreneurial spirit.
In more recent times, speed has emerged as one way to stand out – and in a big way. How efficiently can a practice work through an unforgettable patient journey, and how quickly can it get a complete pair of spectacles in the end-consumer’s hand?
Speed is the impetus of a new service Essilor is providing to its independent practice customer-base.
In Australia, Mr Cyril Conquet has overseen the rollout of Essilor Express. It’s described as the lens manufacturer’s enhanced lens delivery service that commenced on 5 May 2025, promising to ship lenses the next day when ordered before 12pm AEST.^
He says patients now expect fast service across all aspects of their lives, including healthcare and eyewear.
“For independents, being able to offer premium lenses, fast is a huge competitive advantage,” he says. “It builds loyalty, enhances the patient experience, and reduces the risk of cancellations or patients seeking alternatives elsewhere. Fast turnaround can directly contribute to practice growth.”
Conquet says Essilor Express was created in response to what practices have been telling Essilor for years: “We need lenses faster, without compromising on quality.”
In his words, the new program is a premium, high-speed service offering prescription lenses dispatched within 26 hours from Essilor’s Sydney lab.
“It’s the fastest and most reliable solution we’ve ever launched in this region,” he adds.
Bringing Essilor Express to life has been a significant undertaking, building on an already well-oiled machine that deals with more than 2,000 jobs a day (surfacing and edging).
While the company operates labs in Melbourne, Brisbane, Perth, Adelaide, Hobart, and Auckland, Essilor Express is currently being run from its Sydney manufacturing hub.
Located in Silverwater in Western Sydney, it’s Essilor’s largest facility in ANZ and delivers all aspects of prescription lens manufacturing – surfacing, coating, and edging.
Following a recent merger with the former OSA (Optical Supply of Australia) lab in the Sydney suburb Chipping Norton, Essilor has consolidated its expertise into one high-performing site, streamlining operations, boosting automation, and delivering greater speed and consistency for customers.
Alongside 146 skilled professionals on-site – including lab technicians, engineers, warehouse and logistics specialists, quality assurance experts, and customer service staff – the lab is equipped with advanced digital surfacing and coating machinery from Satisloh, along with state-of-the-art edging capabilities.
This includes a fully-automated MEI edging line and a manual edging cell using Essilor Instruments, giving Essilor the flexibility and precision to handle a wide range of orders.
“By surfacing, coating, and edging lenses all under one roof, we maximise efficiency and significantly reduce turnaround times — which is key to the success of services like Essilor Express,” Conquet says.
“Our surfacing department processes around 800 jobs per day, almost exclusively serving independent optical practices. Supporting independents is at the heart of what we do. Our edging and mounting department handles approximately 1,200 jobs daily, further underscoring the scale and capability of the Silverwater site.”
Dispatching lenses in under half the time
But in the spirit of continuous improvement – and better serving its independent customers – Essilor realised all this technology and expertise could be put to greater use.
Previously, the standard lead time from order to dispatch was around four days, depending on product and location.
“We aimed to create consistency between our local and offshore labs, but we knew we could do more,” Conquet says.
“With Essilor Express, we’re now dispatching lenses in less than half the time. We’ve shifted from a reactive model to a proactive one — anticipating demand, reducing bottlenecks, and enabling faster decision-making at every stage of production.”
Significant changes have been made to the Sydney lab to accommodate Essilor Express, with the OSA lab merger helping pave the way.
For instance, Essilor has upgraded its machinery in surfacing and coating, introduced more automation in edging, and reorganised its workflows.
“We also expanded shift coverage to ensure continuous throughput during peak periods,” Conquet says. “Most importantly, we fostered a cultural shift – our teams know that speed is essential, and they’ve embraced new ways of working to deliver on that promise.”
From a logistical perspective – shipping finished lenses to practices – Essilor’s Sydney metro customers have already been benefitting from twice-daily deliveries from the lab. A similar setup exists in other metro areas where it operates: Melbourne, Brisbane, Perth, and Auckland.
To support Essilor Express, Essilor has maintained its inter-lab logistics network. Sydney handles initial production, while final assembly, particularly frame fitting, is completed at the customer’s local lab, if necessary.
“Customers continue to enjoy same-day shipping on a wide range of stock lenses from their local lab.
By preserving a familiar ordering experience with their usual customer service team, practices can benefit from significantly faster turnaround without additional complexity,” he says.
“The fastest turnaround under Essilor Express is for uncut lenses. However, many independents choose to send us the patient’s frame. In those cases, it usually adds just one extra day for us to cut and fit the lenses, returning a complete, ready-to-wear pair.
“This added convenience is especially valuable for practices that don’t have in-house edging capabilities, allowing them to offer a premium service without added complexity.”
Practices can confidently promise faster service
Now a month in operation, Essilor is encouraging independents to get on board quickly so they can benefit from a special offer.
The service is free for the first three months (May, June and July 2025) for selected lenses, meaning practices can enjoy faster delivery at no additional charge.
Lens designs eligible under the program cover the core premium ranges, including Varilux and Eyezen lenses, paired with popular Crizal coatings. Transitions GEN S (grey and brown) in selected indexes are also available.
“These combinations represent the majority of what independent practices order day-to-day, ensuring that Essilor Express delivers real impact where it matters most.”
Embedding Essilor Express is another way Essilor ANZ labs are helping independents find a new level of service.
“For practices, it means they can confidently promise faster service to their patients,” Conquet adds. “For us, it’s a reflection of how far we’ve evolved operationally and technologically, with reengineered processes making it all possible.”
NOTE: Contact an Essilor account manager or customer service for more information via (02) 9714 4555 or nsw.cs@essilor.com.au. ^Terms and conditions apply. Availability may vary based on location and lens selection.
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