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Recouping lost membership fees


the easy way W


hen I took on the role of administrating Gladstone’s Plus2 system it quickly became


evident that the Trust was losing money through people cancelling direct debits without giving us the correct notice, so I decided to take matters into my own hands. I set up ‘chasing’ letters as well as changing the terms and conditions of memberships, clarifying the cancellation period and what was required in order to cancel a membership. Gladstone supported us with training


on its Electronic Funds Transfer (EFT) module, enabling us to use wizards to manage the debt collection process. The wizards are really easy to configure and cut down a lot of the processes by putting them all in one place, allowing the user to action a range of different things with just a couple of clicks of a button. As well as being able to add reception notes and correspondence to the member record, it also means a copy of any letters sent are kept on


February 2013 © Cybertrek 2013


Trafford Community Leisure has saved £44,000 in one year using Gladstone EFT module


When you think of leisure management software direct debit’s probably not the first thing that springs to mind, but Gladstone Health & Leisure has been supporting us in collecting our debts for more than seven years.


the members’ account too, so anyone accessing their details can see the status of their membership. Our membership debt management


service is now highly effective. In 2007 we collected £37,000 from people who cancelled at the bank without giving the required notice or whose direct debts were rejected, and in 2011 this increased to £44,000. Last year our rejected direct debits


made up around 2.5% of all requested collections and once we have chased the debts and collected the payments our actual rejection comes in at only 1% of the total direct debit collection. By providing this service ourselves


through Gladstone’s software we are not paying a third party a percentage of the debts they reclaim, and I’m not sure why anyone would pay a third party when the EFT module does it all so effectively. We have certainly invested time and


resource into developing the way we use Gladstone’s Plus2 for debt collection, but the return against this investment through enhanced collection rates is significant for Trafford Community Leisure.


Cerys Woodhams, Membership IT Manager at Trafford Community Leisure.


www.gladstonemrm.com Read Health Club Management online at healthclubmanagement.co.uk/digital 53


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