Zimmer MedizinSysteme GmbH / icelab
Zimmer MedizinSysteme GmbH / icelab
Zimmer MedizinSysteme GmbH / icelab
Health Club Management

Health Club Management

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Health Club Management

Health Club Management

features

Member payments: Maximising revenue

It’s essential for clubs that the payment process is as easy to use as possible. HCM caught up with some of the leading member payment services to find out how they’re helping clubs

Published in Health Club Management 2019 issue 7
 / IMAGE COURTESY OF F45
/ IMAGE COURTESY OF F45

ASHBOURNE MEMBERSHIP MANAGEMENT

What’s new?
A big advantage of being a centralised provider of payment collections, club software and access control, is that we’re able to call on information from every corner of the industry. For example, our new Business Intelligence Dashboard gives operators an at-a-glance view of a range of data insights, as well as various reports and invoices. Management then acts on these insights by reaching out to members with emails, texts and app push notification campaigns. All this through an online portal which can be accessed anywhere.

How does your pricing work?
For a small fee per direct debit or card transaction, Ashbourne effectively acts as the ‘back office’ of the gyms and clubs we work with. Our in-house support team handles member queries while chasing any late payers or defaulting members. This allows our partners to focus on running their clubs and creating value for members.

Alongside our payment collection services, all Ashbourne packages include our fully integrated suite of club software, including things like class booking technology and a prospect management system which can enable staff to managing the membership sales pipeline during the sales and induction process.

What else can you tell us?
We’re constantly working with our partner clubs to fine-tune the services we provide and develop new software features. In a market that is constantly evolving at speed, we have no intention of standing still!

HARLANDS GROUP

What’s new?
The service provided by Harlands Group continues to go from strength to strength and we now manage the payments for around 30 per cent of the membership payments in the UK health and fitness industry.

Our service uses technology to drastically reduce membership administration, allowing clients to focus on service delivery and sales, while at the same time reducing defaulters and increasing income. Seen as a ‘no-brainer’ in the low-cost industry for some time, our new clients include the likes of Marriott Hotels, Places for People, Active Nation, Freedom Leisure, Total Swimming and Beth Tweddle Gymnastics.

How does pricing work?
Our pricing model allows leisure operators large and small to benefit from our service as we charge per successful membership transaction. Larger clients benefit from a bespoke service where we can brand the service to their requirements. Smaller clients such as single sites and boutique studio operators get all the same technology but branded by Harlands.

Costs are nearly always significantly outweighed by the extra income we generate for clients as we change the behavior of defaulters and make it easier for members to pay – we call this ‘The Harlands Effect’.

What else can you tell us?
Harlands Group is now branching out into Euro-zone countries. This year we started to deliver our full service with local language capability in Spain and the Netherlands, and this will shortly be followed by Italy and Germany.

LEGEND CLUB MANAGEMENT SYSTEMS

What’s new?
We offer a unique proposition for customers by using a single database solution to provide our payment services. This is a key factor in boosting performance in cash collection, customer
service scores, increased member acquisition and retention.

Clients love their financial performance metrics and interactive dashboards too – which sweep in attendance, bookings, secondary spend and longevity for unparalleled business insights.

A new feature is our in-built algorithms to measure risk of default, which triggers a preemptive communication to improve collection rates.

How does pricing work?
We charge a low rate per direct debit. We avoid charging default fees to members unless clients insist, in which case this is a client revenue line. Default fees are a concern as evidence shows this damages overall member satisfaction and hurts long term.

For clients switching payment provider, we de-risk the process by providing guarantees and managing the transition. We delay service charging until we have demonstrated improved collection rates. We offer a very flexible service, so managing a transition, extracting records from planned collections, altering membership packages or record removal from credit control are all complimentary services.

What else can you tell us?
Operators are well aware that getting the direct debit function right in-house is difficult. Yet it is such a key deliverable that affects customer service so acutely and has a big impact on cash flows and revenues. Speak to a specialist provider today to see how they can help.

DFC
What’s new?
We are continuously working to enhance the customer journey at the front end and drive innovation of omni-channel payment capabilities. Our joining process takes as little as three minutes end-to-end and we recently managed to cut-down the sign-up process time by almost 75 per cent for one client.

We also provide a stable customer service solution both to clients and members. Our customer service team takes thousands of calls a day, ensuring answer rates and grade of service levels are consistently high.

How does pricing work?
At DFC, we pride ourselves on a transparent service with no hidden extras. Our pricing model is extremely competitive – we take a flat fee per transaction. This means that no matter what the transaction cost, our pricing will remain stable and our clients never have to concern themselves with inflated rates.

What else can you tell us?
We have onboarded several public and private sector clients recently, as the revenue management value proposition becomes increasingly more understood and important – particularly from a holistic perspective, where the focus is on member acquisition and re-engagement.

GOCARDLESS
What’s new?
We’re delighted to welcome easyGym and Jetts Fitness as GoCardless customers, as well as HITIO, Be Military Fit, King’s College and 1610 Leisure. We’re working closely with these businesses to boost payment success rates, improve member experience and simplify direct debit collection. In other news, GoCardless’ global network now covers 70 per cent of the world’s recurring payment volume, including the US, as we go live with ACH debit in July. We’re also busy developing tools to help customers reduce payment failures further – for example, by automatically rescheduling failed payments. More news on this later in 2019!

How does pricing work?
Business can choose between three different plans: Standard, Plus and Pro. We’re transparent with our fees: find out more at gocardless.com/pricing.

What else can you tell us?
We’re on a mission to take the pain out of payments for businesses with recurring revenue. This guide covers some of the typical problems and questions our customers come to us with – and how we can help: www.gocardless.com/guides/posts/questions-about-your-direct-debit-solution/

Services that reduce admin and make cash
collection easier can boost a club’s profi ts
Services that reduce admin and make cash collection easier can boost a club’s profi ts
Making the customer journey eff ortless and
intuitive results in more reliable payments
Making the customer journey eff ortless and intuitive results in more reliable payments
http://www.leisureopportunities.com/images/imagesX/918781_480375.jpg
It's essential for clubs that the payment process is as easy as possible. We caught up with some of the leading member payment services to find out how they're helping clubs...
payment software, Ashbourne Membership Management, Harlands Group, Legend Club Management Systems, DFC, GOCARDLESS,
People
you can never sit back and say ‘yeah, we’ve got it now, it’s all sorted’. With each change of government, each change of minister, you have to keep working on those relationships
People
HCM people

José Teixeira

SC Fitness, Portugal: head of customer experience
People often assume that those who pay more stay longer, but we don’t see this. What we see is that if you have PT you stay longer because you use more, not because you pay more
People
HCM people

Rachael Blumberg

Platefit: creator and founder
People know yoga, Pilates, HIIT and Barry’s Bootcamp, but many don’t know vibration training and it’s my intention, passion and purpose to make it available and bring it to the world
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Mid-market health club operator Total Fitness has acquired Pro-Fit Personal Training. The deal follows a ...
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The Glass House Retreat, a new eco-friendly health and wellness retreat, has opened in Bulphan, ...
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A large-scale study on genetics has shown that being more physically active reduces the risk ...
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The Gym Group has confirmed plans to roll out a new small box format in ...
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Representatives from the three main political parties have backed the view that physical activity has ...
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Life Leisure is expanding its facility portfolio with the launch of an independent boutique fitness ...
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Almost half of children and young people (46.8 per cent) in England are doing the ...
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POST YOUR JOB
Featured supplier news
Featured supplier: GLL chooses Ethitec’s Tiara9 system for its exercise-based public health referral schemes
The Tiara9 system has been selected by leisure trust, GLL, to support the nationwide rollout of its Healthwise GP referral programme.
Featured supplier news
Featured supplier: Pulse Fitness modernises Leiston Leisure Centre in £4m redevelopment
The Leiston Leisure Centre, owned by East Suffolk Council, reopened recently following a £4m redevelopment designed and implemented by Pulse Fitness.
Company profiles
Company profile: Xn Leisure Systems Ltd
Xn Leisure is a provider of cutting-edge health and fitness software, offering exceptional service to ...
Company profiles
Company profile: Physical Company Ltd
Physical Company provides specialist fitness solutions. This includes equipment, flooring, gym design, programming and training ...
Catalogue Gallery
Click on a catalogue to view it online
Directory
Skincare
Comfort Zone - Davines S.p.A: Skincare
Fitness equipment
Dyaco International: Fitness equipment
Exercise equipment
EXF Fitness Equipment: Exercise equipment
Direct debit solutions
Harlands Group: Direct debit solutions
Professional services
Deloitte UK: Professional services
Flooring
Total Vibration Solutions / TVS Sports Surfaces: Flooring
Spa software
SpaBooker: Spa software
Hydrotherapy / spa fragrances
Kemitron GmbH: Hydrotherapy / spa fragrances
Audio visual
Hutchison Technologies: Audio visual
Locking solutions
Ojmar: Locking solutions
Property & Tenders
Diary dates
21-23 Jan 2020
Harrogate Convention Centre, Harrogate, United Kingdom
Diary dates
28-30 Jan 2020
Ericsson Exhibition Hall, Ricoh Arena, Coventry, United Kingdom
Diary dates
29-30 Jan 2020
Holiday Inn San Francisco-Golden Gateway, San Francisco, United States
Diary dates
23-25 Mar 2020
Hilton, Barcelona, Spain
Diary dates
25-26 Mar 2020
Eastwood Hall, Nottingham, United Kingdom
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
10-27 Jun 2020
tbc, Pinggu, China
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
30-31 Oct 2020
NEC, Birmingham, United Kingdom
Diary dates

features

Member payments: Maximising revenue

It’s essential for clubs that the payment process is as easy to use as possible. HCM caught up with some of the leading member payment services to find out how they’re helping clubs

Published in Health Club Management 2019 issue 7
 / IMAGE COURTESY OF F45
/ IMAGE COURTESY OF F45

ASHBOURNE MEMBERSHIP MANAGEMENT

What’s new?
A big advantage of being a centralised provider of payment collections, club software and access control, is that we’re able to call on information from every corner of the industry. For example, our new Business Intelligence Dashboard gives operators an at-a-glance view of a range of data insights, as well as various reports and invoices. Management then acts on these insights by reaching out to members with emails, texts and app push notification campaigns. All this through an online portal which can be accessed anywhere.

How does your pricing work?
For a small fee per direct debit or card transaction, Ashbourne effectively acts as the ‘back office’ of the gyms and clubs we work with. Our in-house support team handles member queries while chasing any late payers or defaulting members. This allows our partners to focus on running their clubs and creating value for members.

Alongside our payment collection services, all Ashbourne packages include our fully integrated suite of club software, including things like class booking technology and a prospect management system which can enable staff to managing the membership sales pipeline during the sales and induction process.

What else can you tell us?
We’re constantly working with our partner clubs to fine-tune the services we provide and develop new software features. In a market that is constantly evolving at speed, we have no intention of standing still!

HARLANDS GROUP

What’s new?
The service provided by Harlands Group continues to go from strength to strength and we now manage the payments for around 30 per cent of the membership payments in the UK health and fitness industry.

Our service uses technology to drastically reduce membership administration, allowing clients to focus on service delivery and sales, while at the same time reducing defaulters and increasing income. Seen as a ‘no-brainer’ in the low-cost industry for some time, our new clients include the likes of Marriott Hotels, Places for People, Active Nation, Freedom Leisure, Total Swimming and Beth Tweddle Gymnastics.

How does pricing work?
Our pricing model allows leisure operators large and small to benefit from our service as we charge per successful membership transaction. Larger clients benefit from a bespoke service where we can brand the service to their requirements. Smaller clients such as single sites and boutique studio operators get all the same technology but branded by Harlands.

Costs are nearly always significantly outweighed by the extra income we generate for clients as we change the behavior of defaulters and make it easier for members to pay – we call this ‘The Harlands Effect’.

What else can you tell us?
Harlands Group is now branching out into Euro-zone countries. This year we started to deliver our full service with local language capability in Spain and the Netherlands, and this will shortly be followed by Italy and Germany.

LEGEND CLUB MANAGEMENT SYSTEMS

What’s new?
We offer a unique proposition for customers by using a single database solution to provide our payment services. This is a key factor in boosting performance in cash collection, customer
service scores, increased member acquisition and retention.

Clients love their financial performance metrics and interactive dashboards too – which sweep in attendance, bookings, secondary spend and longevity for unparalleled business insights.

A new feature is our in-built algorithms to measure risk of default, which triggers a preemptive communication to improve collection rates.

How does pricing work?
We charge a low rate per direct debit. We avoid charging default fees to members unless clients insist, in which case this is a client revenue line. Default fees are a concern as evidence shows this damages overall member satisfaction and hurts long term.

For clients switching payment provider, we de-risk the process by providing guarantees and managing the transition. We delay service charging until we have demonstrated improved collection rates. We offer a very flexible service, so managing a transition, extracting records from planned collections, altering membership packages or record removal from credit control are all complimentary services.

What else can you tell us?
Operators are well aware that getting the direct debit function right in-house is difficult. Yet it is such a key deliverable that affects customer service so acutely and has a big impact on cash flows and revenues. Speak to a specialist provider today to see how they can help.

DFC
What’s new?
We are continuously working to enhance the customer journey at the front end and drive innovation of omni-channel payment capabilities. Our joining process takes as little as three minutes end-to-end and we recently managed to cut-down the sign-up process time by almost 75 per cent for one client.

We also provide a stable customer service solution both to clients and members. Our customer service team takes thousands of calls a day, ensuring answer rates and grade of service levels are consistently high.

How does pricing work?
At DFC, we pride ourselves on a transparent service with no hidden extras. Our pricing model is extremely competitive – we take a flat fee per transaction. This means that no matter what the transaction cost, our pricing will remain stable and our clients never have to concern themselves with inflated rates.

What else can you tell us?
We have onboarded several public and private sector clients recently, as the revenue management value proposition becomes increasingly more understood and important – particularly from a holistic perspective, where the focus is on member acquisition and re-engagement.

GOCARDLESS
What’s new?
We’re delighted to welcome easyGym and Jetts Fitness as GoCardless customers, as well as HITIO, Be Military Fit, King’s College and 1610 Leisure. We’re working closely with these businesses to boost payment success rates, improve member experience and simplify direct debit collection. In other news, GoCardless’ global network now covers 70 per cent of the world’s recurring payment volume, including the US, as we go live with ACH debit in July. We’re also busy developing tools to help customers reduce payment failures further – for example, by automatically rescheduling failed payments. More news on this later in 2019!

How does pricing work?
Business can choose between three different plans: Standard, Plus and Pro. We’re transparent with our fees: find out more at gocardless.com/pricing.

What else can you tell us?
We’re on a mission to take the pain out of payments for businesses with recurring revenue. This guide covers some of the typical problems and questions our customers come to us with – and how we can help: www.gocardless.com/guides/posts/questions-about-your-direct-debit-solution/

Services that reduce admin and make cash
collection easier can boost a club’s profi ts
Services that reduce admin and make cash collection easier can boost a club’s profi ts
Making the customer journey eff ortless and
intuitive results in more reliable payments
Making the customer journey eff ortless and intuitive results in more reliable payments
http://www.leisureopportunities.com/images/imagesX/918781_480375.jpg
It's essential for clubs that the payment process is as easy as possible. We caught up with some of the leading member payment services to find out how they're helping clubs...
payment software, Ashbourne Membership Management, Harlands Group, Legend Club Management Systems, DFC, GOCARDLESS,
Latest News
Mid-market health club operator Total Fitness has acquired Pro-Fit Personal Training. The deal follows a ...
Latest News
PureGym is set to become the second largest fitness operator in Europe, after revealing plans ...
Latest News
The Glass House Retreat, a new eco-friendly health and wellness retreat, has opened in Bulphan, ...
Latest News
A large-scale study on genetics has shown that being more physically active reduces the risk ...
Latest News
The Gym Group has confirmed plans to roll out a new small box format in ...
Latest News
Representatives from the three main political parties have backed the view that physical activity has ...
Latest News
Life Leisure is expanding its facility portfolio with the launch of an independent boutique fitness ...
Latest News
Almost half of children and young people (46.8 per cent) in England are doing the ...
Latest News
A local fitness operator with 11 clubs in Chicago, US, is looking to muscle in ...
Latest News
Fitness industry veteran Nick Coutts has been appointed chair of Danish fitness tech firm Motosumo. ...
Latest News
The improvements in health and wellbeing associated with exercise referral schemes aren’t as large as ...
Job search
POST YOUR JOB
Featured supplier news
Featured supplier: GLL chooses Ethitec’s Tiara9 system for its exercise-based public health referral schemes
The Tiara9 system has been selected by leisure trust, GLL, to support the nationwide rollout of its Healthwise GP referral programme.
Featured supplier news
Featured supplier: Pulse Fitness modernises Leiston Leisure Centre in £4m redevelopment
The Leiston Leisure Centre, owned by East Suffolk Council, reopened recently following a £4m redevelopment designed and implemented by Pulse Fitness.
Company profiles
Company profile: Xn Leisure Systems Ltd
Xn Leisure is a provider of cutting-edge health and fitness software, offering exceptional service to ...
Company profiles
Company profile: Physical Company Ltd
Physical Company provides specialist fitness solutions. This includes equipment, flooring, gym design, programming and training ...
Catalogue Gallery
Click on a catalogue to view it online
Directory
Skincare
Comfort Zone - Davines S.p.A: Skincare
Fitness equipment
Dyaco International: Fitness equipment
Exercise equipment
EXF Fitness Equipment: Exercise equipment
Direct debit solutions
Harlands Group: Direct debit solutions
Professional services
Deloitte UK: Professional services
Flooring
Total Vibration Solutions / TVS Sports Surfaces: Flooring
Spa software
SpaBooker: Spa software
Hydrotherapy / spa fragrances
Kemitron GmbH: Hydrotherapy / spa fragrances
Audio visual
Hutchison Technologies: Audio visual
Locking solutions
Ojmar: Locking solutions
Property & Tenders
Diary dates
21-23 Jan 2020
Harrogate Convention Centre, Harrogate, United Kingdom
Diary dates
28-30 Jan 2020
Ericsson Exhibition Hall, Ricoh Arena, Coventry, United Kingdom
Diary dates
29-30 Jan 2020
Holiday Inn San Francisco-Golden Gateway, San Francisco, United States
Diary dates
23-25 Mar 2020
Hilton, Barcelona, Spain
Diary dates
25-26 Mar 2020
Eastwood Hall, Nottingham, United Kingdom
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
10-27 Jun 2020
tbc, Pinggu, China
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
30-31 Oct 2020
NEC, Birmingham, United Kingdom
Diary dates
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Zimmer MedizinSysteme GmbH / icelab
Zimmer MedizinSysteme GmbH / icelab