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been achieved, the support desk will contact the original caller to ensure they’re happy the issue is resolved and for the ticket to be closed.

upgrades Club management software is often in a state of constant development in order to optimise efficiency, as well as to keep up with the latest Microsoft Windows updates and more. This means that, from time to time, new version releases of your software may be available. Usually, under a support contract,

sending a trained technician to a club to upgrade to the latest version is a chargeable item, and the responsibility of the client. However, Xn Leisure Systems offers free upgrades to all of its customers with a software support contract, which means its clients benefi t from the software’s ongoing development enhancements. Other suppliers’ support desks do

offer telephone support if any issues occur during upgrades; this is covered by the support contract, but it’s advisable to let your supplier know when you are doing the upgrade.

training Training is nearly always provided when software is installed, and software suppliers are always able to provide a package of training where required after installation, whether that’s a package of telephone and web training or onsite training for new staff or as a quick refresher course. With over 6,000 clients in 52

countries, Fiserv Club Solutions is one of the largest health club management software suppliers in the world. Helpdesk performance is constantly evaluated and, in order to provide a practical solution to the number of ‘training issue’ calls that the helpdesk receives, free online module training is provided to customers on a monthly basis. This free training is all carried out online, where a trainer runs through a module and has an open free-phone conference line with attendees. Using a desktop sharing application,

users log in to any training session they want to attend.

knowledge resources Club management software systems are hugely capable programmes covering a wide range of business-critical operations, from point of sale and cash reconciliation to membership billing and communication, as well as many other wonderful features and functions. Software suppliers usually provide

extensive manuals covering effective operation, but more often than not these manuals are online in the form of a digital knowledge base. SDA Solutions has embraced today’s

social media, providing an interactive community approach to its product knowledge base; this runs alongside its other, more standard, array of software support services. SDA’s online knowledge base is an

ever-evolving support resource built by SDA’s technical and support teams as well as by SDA customers. Both groups constantly contribute ideas and

Using a desktop sharing application, staff can log in to any training session they like

50 Read Health Club Management online at

Minimising disruption to business is the main aim for both club and supplier

knowledge of the products to provide a helpful, interactive and ever-growing support resource for all.

vital knowledge

In the event that something goes wrong with a computer or with club management software, the aim for all parties will always be to minimise business disruption. This is why it’s important to have a solid software operations structure, so that all parties have a thorough understanding of the whole computer environment, as well as some realistic expectations for problem resolution. Good software operations will

make business operations more effective and effi cient – this of course is what club management systems are designed to do – and software suppliers have a lot of resources in software support available. However, above all else, just like

driving a car, club management software users – and particularly new users – need knowledge and training. They need to pass the software theory and driving tests and, crucially, need to know what to do if something goes wrong. sean james

october 2010 © cybertrek 2010

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