Pott Glasses
A 9-outlet optical chain that could see what its ads cost, but not which ads produced customers. Now every booking is traced from ad to outlet to sale.
Where they were when they came to us
Pott Glasses is an optical retailer with 9 outlets across the Klang Valley, Johor and Penang, known for a personalised styling consultation that helps each customer find the right frame.
Meta was their main source of appointment bookings, and the cost of each booking was climbing. Bookings landed in separate outlet forms with no shared CRM, so there was no solid way to link a specific ad to a specific paying customer. Marketing was judged mainly on cost per booking.
Testing moved into the creative itself — built around who Pott Glasses’ customers really are.
What the diagnosis found
The ad account was spread across several similar campaigns competing for the same people, which slowed Meta’s learning and pushed costs up.
The bigger gap was after the click. Bookings, visits and sales lived in different places, so no one could connect an ad to a booking, a booking to a walk-in, or a walk-in to a sale. Budget decisions were being made on cost per lead alone, without knowing which ads actually brought in customers.
We built the system before touching the ads
Booking tracking came first, then every outlet’s bookings flowed into one CRM, each tied to the ad that produced it and followed through to visit and purchase. Only then did we take over the account, in phases and at a lower budget than before, so performance stayed stable through the rebuild.
We simplified the account so Meta could learn faster, and moved testing into the creative itself, built around who Pott Glasses’ customers really are. Just as important was what we held back: no new channels and no added complexity until the data showed it would pay off.
Video creatives from the monthly batches.
8×+ ROAS every month since Month 2
Within the first month, Pott Glasses could see their full funnel, from ad to booking to walk-in to sale, and tie revenue back to the exact ads that produced it.
Return on ad spend has held above 8× every month since Month 2, with the best week reaching 15×. Monthly leads more than doubled while cost per lead fell 37%, and the lead target was hit a month ahead of plan. With every outlet’s results now visible side by side, the next growth opportunity is clear: getting more booked customers through the door.
Why it matters
A multi-outlet business can’t grow on cost per lead alone. Bookings only matter when people walk in and buy, and that only becomes clear when every booking is traced from ad to outlet to sale.
Once Pott Glasses could see the whole journey, the question changed from “how do we get more leads” to “where are customers dropping off, and what do we fix next.” That shift is what turns ad spend into a revenue engine.
Want to know what we’d find in your funnel?
For brands doing RM100K – RM10M+ monthly revenue