Industry software provider, Legend Club Management Systems, has been investing in R&D since 2002, to underpin the success of its clients. With GLL, Serco, Halo and Parkwood on board, we find out more about this innovative business and its wide range of services

Legend was founded in 2002, as an independent leisure sector software specialist.

Our innovative, cloud-based technology is a complete, scalable leisure management solution which has become a popular software choice for health clubs, leisure centres, universities, sports parks and all manner of leisure locations in the UK.

Legend is also expanding in Ireland, North America, EMEA and Australasia.

We invest over 30 per cent of revenues in R&D, enabling us to continuously add new functionality and services to our core product in consultation with customers.

We're also the only industry vendor in the UK to have gained the ISO9001 Quality Management accreditation and ISO27001 Information Security accreditation.

Our specialist focus and knowhow allows us to add value for customers – this is evidenced by the fact that 80 per cent of new customers are referrals from existing clients.

Navigating the Journey
Nothing shifts faster than consumer expectations and we're proud to respond swiftly to their changing demands.

People expect fast, easy access to services, coupled with a proactive approach to managing activity choices. They also want easy-to-use communication channels and technology to track their fitness.

Legend’s customer engagement features, deliver on these needs using mobile apps, web, tablet and kiosks, to enable consumers to access information on their own terms, and to be able to choose and buy when they choose. These solutions also provide operators with more efficient ways of interacting with customers.

Serco has used Legend since 2006, and Christopher Puszczynski-Phelps, the company's management information manager, says: “At our busier sites, over 90 per cent of classes are booked online – 60 per cent on mobile. It's more customer-friendly and frees up staff for more value-added interactions.”

Increased Efficiency
Our purpose is to help clients streamline work and improve operations and with two million online and 750,000 kiosk transactions a month, they're are saving on IT costs while also reducing their carbon footprint.

And while costs are reduced, income from Direct Debit collections and additional bookings is increasing.

It’s a simple equation – make it easier for customers to find and pay for what they want and improve the quality of products, service, and marketing and revenue improves. This solution creates a virtuous circle: lower costs and higher income mean the system pays for itself.

It’s all about the Data
Legend’s Business Intelligence and Analysis Reporting allows clients to put data at the heart of everything from strategic decision-making to real-time management interventions, because the system drives actions based on daily targets and generates real-time alerts.

It all comes down to good use of data: Serco Leisure has reduced its carbon footprint by 29 per cent and achieved annual savings in excess of £1 million using insights from Legend’s PowerHouse energy management solution, for example.

“Legend enables us to understand our data in ways we were unable to do with previous systems,” says Puszczynski-Phelps. “With Legend, the information management system is fully integrated and data is available at the press of a button. It’s also clearly visualised, saving time and creating clarity. Moreover, we can design and update our own dashboards, meaning our data, and the way we use it, is entirely under our control.”

Information Security
Legend’s solution places the three guiding principles of information security - confidentiality, availability and integrity – at the heart of our clients’ businesses.

Our ISO 27001 Information Security Accreditation and readiness for impending GDPR make it easier for clients to embrace the new regulation and embed best practice within their daily operations, including physical infrastructure and ethical security culture, to protect both business and customer data, for the long term.

Exceptional Service
Legend sets the standard for responsive customer service, with industry-leading service levels underpinned by our ISO 9001 Accredited Quality Management Processes.

Kieron Vango, CEO of Inverclyde Leisure, says, “Legend offers one 24/7 support desk for all our IT services”.

Exceptional customer service extends beyond support. Legend provides value added services, including webinars, workshops, events, user groups and forums where customers can share best practice.

Our Account Managers have high levels of customer engagement to ensure clients are using the Legend system to maximal effect.

transition to legend
We make the transition to Legend so easy that customers have all services in place from day one – including online – with a ‘zero downtime guarantee’.

Iain Hayes, operations director of Halo Leisure, explains, “The project management we received from Legend during switch-over was fantastic. We built a great relationship with the implementation team”.

Conclusion
From efficiency improvements to increased revenue, higher membership sales, to better customer retention, optimised debt collection and reduced administration burden, Legend delivers for customers.

Our seamless software solution, with its powerful functionality, security features and ease of use, offers the one-stop solution to the industry’s challenges.

Legend is your partner for the future, with software you can trust.