ADVERTISEMENT PROMOTION THE HIGH LIFE
High Life Highland is now working with Gladstone to develop a bookings app
When High Life Highland consolidated all its bookings through Gladstone’s Plus2 software, its summer programme saw online bookings reach 30 per cent
H
igh Life Highland took over the responsibility for culture, learning, sport, leisure, health and wellbeing,
which includes 21 leisure centres and 68 libraries, from The Highland Council in October 2011. Highland Council had been a customer of Gladstone Health and Leisure for more than 10 years. Although High Life Highland is a
charity, the company has a clear focus on the customer experience, putting this at the forefront of everything we do. With Gladstone’s help, our fi rst Summer Activity Programme (SAP) aimed to offer a more customer-focused experience than in previous years. High Life Highland’s priority was to
provide easy booking for customers. We gave Gladstone a spreadsheet of over 1,500 classes and activities on offer, from canoeing and mountain biking to football tournaments. These were uploaded to Connect for online bookings and Call Centre was used for telephone bookings. The 2012 SAP saw 11 different printed brochures produced which were posted
October 2013 © Cybertrek 2013
to more than 21,000 houses with school age children throughout the area, promoting the activities and signposting parents to the booking methods. It was the fi rst time we had
consolidated bookings for all areas through Gladstone’s Plus2 software. From my wider experience in the ticketing world, we’d expect a fi rst attempt at online bookings to hit around 20%. But through the summer we saw
5% taken on the phone and a staggering 30% made online, so we were extremely pleased with the outcome. Customer feedback suggested they welcomed the online booking option, not only for its ease of use, but for the convenience it offered and so we expect to see even more online SAP bookings in future. We’ve been very impressed with the
system and will shortly roll out a pilot in three areas with our local Active Schools Coordinators, enabling parents to book children’s activities online. Gladstone is also assisting us with the development of an app, enabling customers to book via mobile phone. Gladstone has been very helpful,
reliable and provided solutions for us. Their staff were key to enabling High Life Highland develop the existing Plus2 installation, and they continue to work with us on the rollout of additional functionality, which will future proof this piece of business critical software.
After launch, only 5% of SAP bookings were made by phone
Laurie Piper, marketing & comms manager at High Life Highland
FOR DETAILS VISIT THE WEBSITE AT
WWW.GLADSTONEMRM.COM OR CALL 01491 201010 Read Health Club Management online at
healthclubmanagement.co.uk/digital 57
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