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TECH SERIES


People Management C


Scheduling, payroll support and task allocation. Sean James takes a look at the role of CRM software in managing your staff


ustomer Relationship Management (CRM) software systems – designed to manage customers within a


business, whether that be at a till, going through a turnstile, booking a class or retention management – have become an accepted operating standard in modern health club management, efficiently and effectively running a huge range of customer management functions. But in recent years, particularly with the growth of electronic booking management, more and more staff management functionality has also begun to develop in many CRM systems. CRM systems largely only touch on


staff management where it has some link to the system’s main functionality – for example, scheduling or point of sale. However, some suppliers have gone further by linking certain staff activities to payroll, and also by adding a time and attendance module. We take a look at the incorporation of staff management into CRM systems.


REMOTE ACCESS ClubWise has designed powerful and comprehensive online customer bookings functionality into its CRM systems. But offering customers the ability to book appointments with specific staff means staff availability needs to be co-ordinated.


Staff can log in


remotely to view their shift schedule


and any appointments and activities that have been booked for them


February 2014 © Cybertrek 2014


Club Cloud is used to book not only appointments like PT, but also staff tasks To accommodate this, ClubWise


Your Lifestyle’s Club Cloud software


has developed a shift management function which lays out staff availability for weeks ahead. Sales manager Guy Foster explains: “ClubWise is a web- based software system, so at any time a member of staff can log in remotely to view their shift schedule and also any appointments or activities that have been booked for them. This saves them calling into the club to query rotas and also means health club managers can manage rotas when they’re away from the facility – all in the interest of improving operational efficiency.”


also has a staff rota built out from the customer bookings functionality, where staff log in to see upcoming appointments and shifts as well as tasks. MD Jack Malin says: “In Club Cloud, there are a number of different levels and views within bookings. A booking can be a traditional customer event for an appointment or a class, but because we use our bookings platform for staff management as well, a booking in Club Cloud can also be for staff shifts or staff tasks.” At Breeze’s Gym in Aberdare, south Wales, Club Cloud is used by staff and


Read Health Club Management online at healthclubmanagement.co.uk/digital 57


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