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Health Club Management

Health Club Management

features

Promotional feature: Legend

Abbeycroft Leisure - Inspiring better health and wellbeing for Suffolk communities

Published in Health Club Management 2020 issue 2
Abbeycroft Leisure introduced Legend's self-service kiosks
Abbeycroft Leisure introduced Legend's self-service kiosks

Abbeycroft Leisure has a vision to inspire healthier, active communities through excellent facilities, cutting-edge experiences and strong partnerships.

The social enterprise serves 13 Suffolk communities, managing 18 facilities, including West Suffolk Council and Babergh District Council leisure provision, while being a trusted partner to NHS West Suffolk CCG, Suffolk Mind and Allied Health Professionals Suffolk.

In line with its strategic vision, the trust launched an innovative customer experience-focused self-service model, at the Haverhill Leisure Centre. The goal was to transform the site to self-service, implement automated payments and a near-cashless reception, plus introduce customer hosts to focus on high quality customer engagement around health and wellbeing. The site would act as the trust’s exemplar site; an aspirational model that Abbeycroft could roll out across its other centres.

Karen Points, strategic director, Abbeycroft Leisure, comments: “As a not-for-profit social enterprise, financial surplus is re-invested into our services.

“We have a strong commitment to our communities, so it’s vital that our services reflect their needs. We recognised our facilities needed to become even more intrinsic to communities by bringing together elements of their health, fitness and wellbeing journeys under one roof. This involved a re-engineering of how people could engage with us and technology was the enabler.”

Abbeycroft turned to long-standing partner, Legend Club Management Systems, to implement changes in three phases:

Phase 1: Introducing the New Customer Operating Model
In January 2019, Haverhill Leisure Centre re-opened to customers, sporting a remodelled reception area featuring Legend’s self-service Fast-Pay Kiosks instead of traditional reception desks. On these kiosks, customers can buy activities, courts, swims and ticket-based transactions using the touchscreen, which enables contactless, automated payment.

Abbeycroft then extended its use of the Legend ‘One System, One Solution’ platform to increase e-bookings and take payments by implementing a centralised Customer Service Call Centre.

“Our aim is to make it easy for customers to access our sites and services,” says Points. “Removing barriers and inefficiencies from the customer journey by introducing automation and deploying the right technology is key.

“We also want to give staff the skills and capabilities to create more interesting roles, as this will enhance our community offer.”

Abbeycroft and Legend’s team worked with Haverhill staff to plan how to realise the new service, focusing on becoming customer hosts and evolving their roles into advisors, facilitating NHS studio appointments, physiotherapy and Atrial Fibrillation testing.

Phase 2: Building the Exemplar
Over eight weeks, the team honed experiences at Haverhill, improving customer digital interactions to 68 per cent; halving the number of ‘clicks’ on the kiosks; improving call answering by 60 per cent; halving the number of missed calls; as well as developing and implementing a training programme for call agents and customer hosts to increase confidence.

“Getting our first site working as seamlessly as possible was key to the successful roll-out of the new customer operating model across the whole organisation,” Points says. “Our aim is to achieve a channel shift to ‘digital-first’ for class bookings, online joining, automated payments, and to increase efficiency and productivity. This will allow us to focus efforts on enriching community health and wellbeing.”

Abbeycroft trained Haverhill staff to test customers and identify signs of Atrial Fibrillation (AF) requiring investigation. Points says. “Public Health England supported us, as statistics indicate 1,700 people in West Suffolk have undiagnosed AF. It’s a simple test, which reaches more people when conducted in a leisure facility versus a medical centre.”

“152 people were tested in the first week, with five referred to their GPs after showing signs of AF – a potential five strokes avoided, the co-ordinator of West Suffolk CCG has said. A tangible example of our staff having more meaningful interaction with people and adding community value.”

Phase 3: Broadening the Reach
Abbeycroft Leisure is now rolling out its new customer operating model across other sites, starting with the largest centre: Bury St Edmunds.

Call centre technology went live in December 2019, and agents were trained on sites they were not familiar with. Legend Kiosks go live this month (Feb 2020).

“Haverhill showed a direct correlation between increased kiosk use and decreased reliance on reception. We're extremely excited by this initiative,“ says Points. “Increasingly, leisure operators have an opportunity and duty of care to improve the health of their communities beyond the traditional ‘gym’ setting. This is a partnership between us, our public health bodies and Legend. It’s a model that's fit for the future and which we can replicate across the UK.”

Karen Points
"We recognised our facilities needed to become even more intrinsic to communities by bringing together elements of their health, fitness and wellbeing journeys under one roof" - Karen Points, strategic director, Abbeycroft Leisure

TEL: +44 (0)1904 529 575

EMAIL: [email protected]

WEB: www.legendware.co.uk

A test that identifies signs of Atrial Fibrillation is adding value to the Abbeycroft Leisure community
A test that identifies signs of Atrial Fibrillation is adding value to the Abbeycroft Leisure community
http://www.leisureopportunities.com/images/imagesX/522296_390644.jpg
Inspiring better health and wellbeing for Suffolk communities
Karen Points, strategic director, Abbeycroft Leisure,Legend, Abbeycroft Leisure,
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HCM people

Amanda Daley

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feature
Abbeycroft Leisure - Inspiring better health and wellbeing for Suffolk communities
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Gyms need to look at ways to deploy technology that helps them engage with customers on a human level. This can be done by encouraging customers to leave as much real-time feedback as possible
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features

Promotional feature: Legend

Abbeycroft Leisure - Inspiring better health and wellbeing for Suffolk communities

Published in Health Club Management 2020 issue 2
Abbeycroft Leisure introduced Legend's self-service kiosks
Abbeycroft Leisure introduced Legend's self-service kiosks

Abbeycroft Leisure has a vision to inspire healthier, active communities through excellent facilities, cutting-edge experiences and strong partnerships.

The social enterprise serves 13 Suffolk communities, managing 18 facilities, including West Suffolk Council and Babergh District Council leisure provision, while being a trusted partner to NHS West Suffolk CCG, Suffolk Mind and Allied Health Professionals Suffolk.

In line with its strategic vision, the trust launched an innovative customer experience-focused self-service model, at the Haverhill Leisure Centre. The goal was to transform the site to self-service, implement automated payments and a near-cashless reception, plus introduce customer hosts to focus on high quality customer engagement around health and wellbeing. The site would act as the trust’s exemplar site; an aspirational model that Abbeycroft could roll out across its other centres.

Karen Points, strategic director, Abbeycroft Leisure, comments: “As a not-for-profit social enterprise, financial surplus is re-invested into our services.

“We have a strong commitment to our communities, so it’s vital that our services reflect their needs. We recognised our facilities needed to become even more intrinsic to communities by bringing together elements of their health, fitness and wellbeing journeys under one roof. This involved a re-engineering of how people could engage with us and technology was the enabler.”

Abbeycroft turned to long-standing partner, Legend Club Management Systems, to implement changes in three phases:

Phase 1: Introducing the New Customer Operating Model
In January 2019, Haverhill Leisure Centre re-opened to customers, sporting a remodelled reception area featuring Legend’s self-service Fast-Pay Kiosks instead of traditional reception desks. On these kiosks, customers can buy activities, courts, swims and ticket-based transactions using the touchscreen, which enables contactless, automated payment.

Abbeycroft then extended its use of the Legend ‘One System, One Solution’ platform to increase e-bookings and take payments by implementing a centralised Customer Service Call Centre.

“Our aim is to make it easy for customers to access our sites and services,” says Points. “Removing barriers and inefficiencies from the customer journey by introducing automation and deploying the right technology is key.

“We also want to give staff the skills and capabilities to create more interesting roles, as this will enhance our community offer.”

Abbeycroft and Legend’s team worked with Haverhill staff to plan how to realise the new service, focusing on becoming customer hosts and evolving their roles into advisors, facilitating NHS studio appointments, physiotherapy and Atrial Fibrillation testing.

Phase 2: Building the Exemplar
Over eight weeks, the team honed experiences at Haverhill, improving customer digital interactions to 68 per cent; halving the number of ‘clicks’ on the kiosks; improving call answering by 60 per cent; halving the number of missed calls; as well as developing and implementing a training programme for call agents and customer hosts to increase confidence.

“Getting our first site working as seamlessly as possible was key to the successful roll-out of the new customer operating model across the whole organisation,” Points says. “Our aim is to achieve a channel shift to ‘digital-first’ for class bookings, online joining, automated payments, and to increase efficiency and productivity. This will allow us to focus efforts on enriching community health and wellbeing.”

Abbeycroft trained Haverhill staff to test customers and identify signs of Atrial Fibrillation (AF) requiring investigation. Points says. “Public Health England supported us, as statistics indicate 1,700 people in West Suffolk have undiagnosed AF. It’s a simple test, which reaches more people when conducted in a leisure facility versus a medical centre.”

“152 people were tested in the first week, with five referred to their GPs after showing signs of AF – a potential five strokes avoided, the co-ordinator of West Suffolk CCG has said. A tangible example of our staff having more meaningful interaction with people and adding community value.”

Phase 3: Broadening the Reach
Abbeycroft Leisure is now rolling out its new customer operating model across other sites, starting with the largest centre: Bury St Edmunds.

Call centre technology went live in December 2019, and agents were trained on sites they were not familiar with. Legend Kiosks go live this month (Feb 2020).

“Haverhill showed a direct correlation between increased kiosk use and decreased reliance on reception. We're extremely excited by this initiative,“ says Points. “Increasingly, leisure operators have an opportunity and duty of care to improve the health of their communities beyond the traditional ‘gym’ setting. This is a partnership between us, our public health bodies and Legend. It’s a model that's fit for the future and which we can replicate across the UK.”

Karen Points
"We recognised our facilities needed to become even more intrinsic to communities by bringing together elements of their health, fitness and wellbeing journeys under one roof" - Karen Points, strategic director, Abbeycroft Leisure

TEL: +44 (0)1904 529 575

EMAIL: [email protected]

WEB: www.legendware.co.uk

A test that identifies signs of Atrial Fibrillation is adding value to the Abbeycroft Leisure community
A test that identifies signs of Atrial Fibrillation is adding value to the Abbeycroft Leisure community
http://www.leisureopportunities.com/images/imagesX/522296_390644.jpg
Inspiring better health and wellbeing for Suffolk communities
Karen Points, strategic director, Abbeycroft Leisure,Legend, Abbeycroft Leisure,
Latest News
Rising workplace stress among employees has led companies to increase their investment in incentives as ...
Latest News
David Lloyd Leisure is facing prosecution by Leeds Council over alleged health and safety breaches, ...
Latest News
Taking part in regular aerobic exercise could decrease the likelihood of developing Alzheimer's disease in ...
Latest News
A self-help studio marketing itself as a "first-of-its-kind self-development wellness space" will open in the ...
Latest News
A report outlining membership habits and retention in the fitness sector will be released at ...
Latest News
Xponential Fitness has signed a master franchise deal for its Club Pilates brand in Singapore, ...
Latest News
The Bee Network initiative – a joined-up cycling and walking network in Greater Manchester – ...
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Job search
POST YOUR JOB
Featured supplier news
Featured supplier: WEXO: The definitive cross training solution
A new cross training concept has arrived, offering weightlifting, athletic, metabolic, and functional exercises in a circuit format.
Featured supplier news
Featured supplier: RLSS UK - First choice for all aquatic rescue, pool management, first aid qualifications and training
The Royal Life Saving Society UK (RLSS UK) is proud to be the industry leader in water-related safety qualifications and training. More than 40,000 pool lifeguards qualify with an RLSS UK National Pool Lifeguard Qualification (NPLQ) every year.
Opinion
promotion
Gyms need to look at ways to deploy technology that helps them engage with customers on a human level. This can be done by encouraging customers to leave as much real-time feedback as possible
Opinion: Customer Feedback: the Good, the Bad and the ‘Could be Improved’ Why health clubs need to take action in 2020 to retain their New Year customers
Video Gallery
How to use the MZ-Bodyscan
MyZone
The Best Product for the Best Clubs Read more
More videos:
Company profiles
Company profile: Crown Sports Lockers
Crown Sports Lockers has designed, crafted and fitted bespoke timber furniture for spas, hotels and ...
Company profiles
Company profile: Fisikal Limited
Fisikal helps fitness professionals, operators and education organisations improve efficiencies and service through its online ...
Catalogue Gallery
Click on a catalogue to view it online
Directory
Independent service & maintenance
Servicesport UK Limited: Independent service & maintenance
Lockers/interior design
Fitlockers: Lockers/interior design
Exercise equipment
Technogym: Exercise equipment
Professional services
Deloitte UK: Professional services
Flooring
Total Vibration Solutions / TVS Sports Surfaces: Flooring
Wearable technology solutions
MyZone: Wearable technology solutions
Audio visual
Hutchison Technologies: Audio visual
Trade associations
International SPA Association - iSPA: Trade associations
Fitness equipment
Healthcheck Services Ltd: Fitness equipment
Fitness software
Go Do.Fitness: Fitness software
Property & Tenders
Derby City Council
Property & Tenders
Diary dates
20 Feb 2020
The Old Truman Brewery, London, United Kingdom
Diary dates
06-07 Mar 2020
Palazzo del Ghiaccio, Milan, Italy
Diary dates
23-25 Mar 2020
Hilton, Barcelona, Spain
Diary dates
25 Mar 2020
Executive Boardroom, Middlesex University, London, United Kingdom
Diary dates
25-26 Mar 2020
Eastwood Hall, Nottingham, United Kingdom
Diary dates
26-29 Mar 2020
The Winter Gardens Blackpool, Blackpool , United Kingdom
Diary dates
27-29 Mar 2020
TeatroGoya Multiespacio, Madrid, Spain
Diary dates
19-24 Apr 2020
tbc, Beijing, China
Diary dates
04 Jun 2020
Marriott Forest of Arden Hotel & Country Club, Birmingham, United Kingdom
Diary dates
13 Jun 2020
Worldwide, Various,
Diary dates
17-18 Jun 2020
ExCeL London, London, United Kingdom
Diary dates
21-24 Sep 2020
Loews Coronado Bay Resort, Coronado, United States
Diary dates
17-23 Oct 2020
Pinggu, Beijing, China
Diary dates
30-31 Oct 2020
NEC, Birmingham, United Kingdom
Diary dates
27-28 Nov 2020
Athena, Leicester, United Kingdom
Diary dates
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