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crm


series


“I’m the club manager. No, I didn’t attend the training and the people who did attend have left.”


“My computer is running


really slowly.” “I need a comparison


report for a board meeting in 10 minutes and I don’t know where to start!”


“It’s not printing


anything!”


the zen of software maintenance


When it comes to resolving problems with your club management software, the suppliers’ helpdesks can of course help – but your own staff knowledge is also key. Sean James reports


T


he quotes noted above, and many more like them, represent over 60 per cent of the calls that come in to the


software support departments of club management software suppliers. Nowadays, most problems can be


easily fi xed; with the evolution of online ‘desktop sharing’, the speed of incident resolution is much faster now than it was just a few years ago. Possibly thanks to this, the expectation tends to be that, if there’s a computer problem in a health club, software support will be able to fi x the problem instantly – which of course leads to frustration when that doesn’t happen. Sometimes the fi x can be just a button press, but more often than not, software support will need to do a full set of checks and diagnostics – and that may take time.


october 2010 © cybertrek 2010 complex systems


There’s a reason why your software support team often has to go through such thorough and lengthy checks before an issue can be resolved: software programmes are just not as simple as they’re generally perceived to be. Software programmes are not unlike cars in many respects, particularly in terms of the number of working parts and concurrent processes that have to happen to make them work. When a fault occurs, software mechanics have to go through a similar process of diagnostic checks that a car mechanic has to go through. Health club management software


is designed to process transactions, incidents and interactions between users, staff and the membership or sales database – across computers, sometimes multiple computers and peripherals


including turnstiles, receipt printers, cash drawers and more. There are thousands upon thousands


of lines of computer code making up a club management software programme, and programmers and software support are constantly having to adapt the software code to keep up with latest operating system patches and upgrades from the likes of Microsoft, as well as drivers for printers and turnstiles, data security and protection laws and much more. To highlight this, think of how many


times a week Microsoft Windows installs on your computer a ‘new update’. Software suppliers have to test against these new updates every time one is released, and then revise their software code if they fi nd that the latest update throws up any kind of issue.


Read Health Club Management online at healthclubmanagement.co.uk/digital 47


“My computer won’t switch on.”


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