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PROJECT PROFILES


PROJECT PROFILE PROMOTION


Legend spent three full days training staff on the new system, so they could start using it from a position of confi dence


Seamless Integration Client: Inverclyde Leisure, Scotland Supplier: Legend


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cottish leisure trust Inverclyde Leisure has implemented the Legend leisure management solution across its 13


Renfrewshire sites. The new system went live on 4 March


2014, incorporating Legend’s front of house, back offi ce and online solutions, including web bookings, smartphone apps and integrated social media marketing, as well as Legend’s new tablet-based ‘sports courses’ solution. The implementation was completed in less than three months. The next phase, already underway,


includes Legend’s Powerhouse energy management software and LegendFM facilities management software. Inverclyde Leisure selected Legend to


improve the customer experience and bring operational effi ciencies to leisure services in its 13 sites. “Our previous system was no longer fi t for purpose given the aims of our overall customer service strategy, which is based on making use of the web,” says Kieron Vango, CEO of Inverclyde Leisure. “We chose Legend because it offered the best price for the functionality available, was highly intuitive in terms of usability, and presented us with a clear roadmap for future innovation.” Legend’s team scheduled weekly project management meetings and


daily calls, providing additional support when required. Says Vango:


“We’ve been impressed by Legend’s support and attention to detail. Early indications are very positive with customers, staff and management.” The implementation


Inverclyde Leisure chose Legend to bring operational effi ciencies to its 13 sites


included: the migration of 6,000 member records from the previous on-site system to Legend’s cloud- based solution; training for 105 staff across Inverclyde’s 13 sites; and a rationalisation of the trust’s membership options, cutting these down from more than 60 to just 15. “The move to Legend presented us


with a great opportunity for a complete review. It allowed us to take a helicopter view of how we’d been managing this aspect of the business and make it more effective. This exercise alone has been hugely valuable,” adds Vango. “However, it was really in the areas of


project management and on-site training that Legend excelled. They truly acted as an extension of the team here, ensuring there was a mutual understanding of what we wanted to achieve.” Legend conducted three full days of


staff training using three trainers, even providing 4.00pm to 9.00pm evening


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


training for some staff, as well as additional sessions on an ad hoc basis for key staff members who needed additional mentoring. “This has been really important,”


Vango comments. “Our staff work seven days a week, from 6.00am to 9.00pm, so Legend’s fl exibility in the training meant nobody missed out and all our staff have started using the system from a position of confi dence. It’s been instrumental in the seamless go-live. “We’re already seeing a strong impact


in the fi rst month. Customers are benefi ting from the web booking and smartphone functions, while staff are positive about the usability and speed of the system. This has made the front of house process faster and has enabled us focus on customer service. “We’re also expecting the depth of


reporting to help us fi nd further areas in which we might improve the business.” Details: www.legendware.co.uk


May 2014 © Cybertrek 2014


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