technology series
CLEAR ON CUSTOMER SERVICE
Client: Aspire Sports & Cultural Trust Supplier: Clarity
A
s a not-for-profit leisure trust, ROI is vitally important to Gloucester-based Aspire Sports & Cultural Trust,
which re-invests any surplus generated into its community programmes. Business development director
Jacquie Douglas explains that there are several key business areas where the trust can see clear ROI from its leisure management software, ClarityLive. The trust, which provides public
leisure facilities and services to over one million customers every year, has invested in a new toning suite in order to help meet its health, social and participation objectives.
The suite helps the trust meet its health and social objectives
Douglas says: “Our forecast ROI
on the toning suite increases by 20 per cent over a fi ve-year period. This has been made possible by the management reporting capabilities and subsequent insights offered by our ClarityLive booking software, which allows us to identify and maximise business opportunities and easily adjust booking slot parameters.”
Our frontline staff training requirements have reduced dramatically,
as the software is so intuitive
She continues: “Our frontline
staff training requirements have reduced dramatically because the software is so intuitive. Within a couple of hours, staff are able to confi dently navigate ClarityLive and carry out speedy transactions, saving us 30 per cent on our staff training budget alone.” These savings are then re-allocated to other services to maximise quality and value. “I see customer service excellence
as a key driver of ROI, and ClarityLive software supports this right across our business. The ease of use, rapid transaction speeds and three- dimensional view it gives us of our customers all mean fewer queues and happier customers. We know these all have a positive impact on retention levels and repeat visits, and the continuing increases in usage, overall participation and customer loyalty speak for themselves.”
Staff can confi dently navigate the new system in a few hours
70 Read Health Club Management online at
healthclubmanagement.co.uk/digital
healthclub@leisuremedia.com abigail harris
june 2012 © cybertrek 2012
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