GET HCM
magazine
Sign up for the FREE digital edition of HCM magazine and also get the HCM ezine and breaking news email alerts.
Not right now, thanksclose this window
FreeMotion Fitness
FreeMotion Fitness
FreeMotion Fitness
Follow Health Club Management on Twitter Like Health Club Management on Facebook Join the discussion with Health Club Management on LinkedIn Follow Health Club Management on Instagram
UNITING THE WORLD OF FITNESS
Health Club Management

Health Club Management

features

Promotional feature: Gladstone

Every successful leisure business strives to provide consistent, high-quality service to its customers. But behind every seamless customer experience there is a raft of back-of-house administrative tasks that are no less essential to business success

Published in Health Club Management 2015 issue 9
BPM is fully customisable for clubs
BPM is fully customisable for clubs

Just like the serene swan that paddles furiously beneath the surface of the lake, making sure all these processes run smoothly can put pressure on both your staff and your software. Every business requires software that can meet its operational needs and support its business strategy. But while bespoke software solutions are often prohibitively expensive, off-the-shelf software can be too restrictive and offers no competitive advantage.

To overcome this, Gladstone has developed Business Process Manager (BPM): an off-the-shelf software solution with pre-configured business processes, but which can also be fully customised to meet the individual needs of your business. What’s more, with access to the functionality within Gladstone’s Plus2 membership management system, links to third-party applications and an internal scheduler, BPM can also be used to automate a whole range of manual tasks, streamlining your business and saving considerable staff time.

Using BPM, operators can stitch together multiple tasks to design complete business processes, which can be scheduled for a specific time or several times each day. For example, if you have availability in an upcoming class, BPM can automatically fill the spaces with members on the waiting list and/or by searching for members who have previously booked the activity but are not currently booked in. The software then emails those members a ‘one click to book’ link, simplifying the sales process for staff and customers alike.

“Leisure customers today expect to interact with operators using whatever method suits them best,” says Gladstone’s sales and marketing director, Tom Withers. “Our range of booking platforms, from self-service kiosks to online booking to our smart phone app, is designed to offer something for everyone. But if a customer does fall through the sales net, operators can now rest assured that BPM will proactively sell to them.”

BPM’s potential is not limited to sales, however. Other possible functions range from automating registration emails to new customers to streamlining financial processes such as direct debit cancellations. “BPM has been designed to support operators with the smooth running of their unique business offering,” says Withers. “Used to its full advantage, it has the potential to become the heartbeat of any leisure business.”

“BPM’s assistance with direct debit cancellations was a huge win for us”

Everyone Active has been working with Gladstone since 2006 and was already using the company’s Plus2 membership management system alongside several of its other products when Business Process Manager (BPM) became available.

As a growing company, we need to streamline procedures, and the capability of BPM to automate many repetitive processes was very appealing. In particular, the fact we could use the system to assist with direct debit cancellations was a huge win for us, as we knew this could save us a massive amount of time and money.

On average, Everyone Active processes somewhere between 8,000 and 10,000 direct debit cancellations every month, the majority via BACS notification (ADDACS). Previously, we would run these notifications through Plus2, but in order to ensure that the direct debits stopped correctly we also had to run several cancellation wizards – for example, to enable us to change a member’s status twice (once after their membership was cancelled and then again after it actually ceased) as well as to remove any outstanding member actions, unpaid sales and so on.

Once BPM was installed, Gladstone worked with us to create a process within the system that now does all of this automatically. We estimate this is saving us approximately 50 hours of staff time every month – time that can now be spent processing new sales to grow our business.

We’re very pleased with the results we’ve had from BPM so far, and we’re now looking at using the system to automate a number of other processes, including filling classes from waiting lists and sending out subscription-specific emails.

Helen Davies, membership services manager, Everyone Active, Sport and Leisure Management (SLM)

Everyone Active saves 50 hours’ staff time a month
Everyone Active saves 50 hours’ staff time a month

“Using BPM to fill classes from waiting lists saves us 50 hours a month”

Edinburgh Leisure already uses a wide range of Gladstone products, including Connect, [email protected] and MobilePro, so having looked at some of the functionality available within Business Process Manager (BPM), the decision to add it to the portfolio was an easy one.

After initially trialling it in two locations, we started rolling it out across our 30 sites last March. Although BPM has the potential to automate a whole range of time-consuming administrative tasks, the only feature we have used so far is the one that enables us to sends email alerts to customers in order to fill classes from waiting lists ­– but the results have been really fantastic.
We have found that a large number of our customers cancel out of classes at late notice. This requires our staff to spend a significant amount of time phoning round other customers on the waiting list and booking them into the class if they still want to take part. With BPM, we’re now able to email customers on the waiting list en masse, while a link in the email enables them to book directly into the class with one simple click.

During April alone, 2,851 bookings were made in this way. We estimate this is saving us around 50 hours of staff time in a single month, as well as being much more convenient for customers – previously, we found that customers would come along in the hope that someone else may not turn up, inevitably leading to some disappointment. This way, they know they are guaranteed a place in the class before they come.

Getting the software up and running was extremely simple and, including training, took less than a day. We now have the latest version of BPM installed in our test environment and are looking forward to implementing some of the other functions it offers.

Stuart Fairbairn, IT manager, Edinburgh Leisure

Sign up here to get HCM's weekly ezine and every issue of HCM magazine free on digital.
If classes have unfilled spaces, BPM can auto-email the waiting list
If classes have unfilled spaces, BPM can auto-email the waiting list
BPM enables a range of booking options, from phone apps to self-service kiosks
BPM enables a range of booking options, from phone apps to self-service kiosks
https://www.leisureopportunities.co.uk/images/981041_564426.jpg
Behind every seamless customer experience lies a raft of back-of-house admin tasks that are no less essential to business success – and Gladstone can help
GLADSTONE PROMOTION,GLADSTONE PROMOTION
HCM magazine
Booming membership sales, busy suburban clubs and members visiting during the working day. Operators are reporting it’s good to be back. Kath Hudson finds out what business has been like since the re-set button was pressed
HCM magazine
The Gym Group has taken its digital hybrid strategy full circle, piloting in-gym workout pods and studios with its home workout delivery partner, Fiit. HCM talks to the team driving the project
HCM magazine
Life Fitness introduces Integrity SL, the next-generation LED console with intuitive functionality and digital connectivity
HCM Magazine
HCM people
Health and fitness have always been a big part of my life and since my days playing football, I’ve always found I’m at my best when training as part of a team
HCM Magazine
Sponsored
Andy Janes and Jamie Whisken explain the vision behind R1SE Bournemouth, and why Technogym was their choice of partner in delivering their unique fusion boutique
HCM Magazine
Sponsored
Les Mills is launching a new digital network called Les Mills Connect to help clubs build back better and emerge from the pandemic with a stronger business
HCM Magazine
Sponsored
Billed as the ‘2021 Experience Tour’, Egym has taken its connected gym floor experience on the road around the UK
HCM Magazine
Sponsored
Active IQ is launching courses to upskill fitness professionals to work in social prescribing, extending the reach of the industry
HCM Magazine
Running
Running booms when health clubs and gyms are closed. Could this enthusiasm result in treadmill training becoming the new spinning? Kath Hudson reports
HCM Magazine
Editor's letter
The appetite for health clubs is strong among consumers and investors – to take advantage of this, operators must figure out how to meet key challenges in operationally sustainable ways
HCM Magazine
Latest News
People should concentrate on exercise and staying fit – rather than dieting and weight loss ...
Latest News
Sibec Europe, scheduled to take place in Cologne, Germany, from 2 to 5 November 2021, ...
Latest News
Swim England has warned that 2,000 swimming pools could be lost forever unless the government ...
Latest News
Sports Minister, Nigel Huddleston, has joined gym-goers this morning to kick-off the annual National Fitness ...
Latest News
A new high-end workspace, designed for the use of personal trainers, coaches and other health ...
Latest News
VAT reform, adjustments in business rates and a fitness-led high street regeneration push could see ...
Latest News
Peloton has completed the merging of its commercial operations with Precor, the equipment brand it ...
Latest News
Half of UK adults aren't happy with their physical fitness levels, according to a study ...
Featured supplier news
Featured supplier news: Surge integrates Fisikal with HubSpot to drive business efficiencies and grow revenue
As Surge expands its offer with the launch of a third dedicated Electronic Muscle Stimulation (EMS) studio this summer – this time in Fleet Street, London – the brand reflects on the vital role of its estate wide digital ecosystem, created in partnership with Fisikal, designed to drive business efficiencies and commercial success.
Featured supplier news
Featured supplier news: Life Fitness introduces Integrity SL, the next generation LED console
Life Fitness has unveiled the new Integrity SL, its connected LED console designed for the Integrity Series cardio portfolio.
Featured operator news
Featured operator news: Everyone Active generates £342m in social value
Award-winning leisure operator Everyone Active generated £342million in social value at its sites across the country in 2019/20.
Featured operator news
Featured operator news: Everyone Active bolsters Everyone on Demand and enters second year with five new partnerships
Everyone Active has signed a number of new deals which will see the operator strengthen its digital product offering, Everyone on Demand.
Company profiles
Company profile: Proinsight Mystery Shopping
We take time at the outset to understand your unique customer journey. Then we work ...
Company profiles
Company profile: Safe Space Lockers
Safe Space have over 25 years of experience in the UK leisure and fitness industry, ...
Catalogue Gallery
Click on a catalogue to view it online
Directory
Fitness equipment
Octane Fitness: Fitness equipment
Red Light Therapy
 Red Light Rising: Red Light Therapy
Independent service & maintenance
Servicesport UK Limited: Independent service & maintenance
Architects/designers
Zynk Design Consultants: Architects/designers
Exercise equipment
Power Plate: Exercise equipment
Wearable technology solutions
MyZone: Wearable technology solutions
Lockers/interior design
Crown Sports Lockers: Lockers/interior design
Skincare
Comfort Zone - Davines S.p.A: Skincare
Hydrotherapy / spa fragrances
Kemitron GmbH: Hydrotherapy / spa fragrances
Spa software
SpaBooker: Spa software
Property & Tenders
Welwyn Garden City
Welwyn Hatfield Borough Council
Property & Tenders
Newport, Shropshire
Lilleshall Sports Academy
Property & Tenders
Diary dates
21-24 Sep 2021
Messe Stuttgart, Germany
Diary dates
13-14 Oct 2021
Online,
Diary dates
01-03 Feb 2022
Coventry Building Society Arena, Coventry, United Kingdom
Diary dates
07-10 Apr 2022
Exhibition Centre , Cologne, Germany
Diary dates
15-16 Jun 2022
ExCeL London, London, United Kingdom
Diary dates
01-07 Dec 2022
tbc, Dunedin, New Zealand
Diary dates

features

Promotional feature: Gladstone

Every successful leisure business strives to provide consistent, high-quality service to its customers. But behind every seamless customer experience there is a raft of back-of-house administrative tasks that are no less essential to business success

Published in Health Club Management 2015 issue 9
BPM is fully customisable for clubs
BPM is fully customisable for clubs

Just like the serene swan that paddles furiously beneath the surface of the lake, making sure all these processes run smoothly can put pressure on both your staff and your software. Every business requires software that can meet its operational needs and support its business strategy. But while bespoke software solutions are often prohibitively expensive, off-the-shelf software can be too restrictive and offers no competitive advantage.

To overcome this, Gladstone has developed Business Process Manager (BPM): an off-the-shelf software solution with pre-configured business processes, but which can also be fully customised to meet the individual needs of your business. What’s more, with access to the functionality within Gladstone’s Plus2 membership management system, links to third-party applications and an internal scheduler, BPM can also be used to automate a whole range of manual tasks, streamlining your business and saving considerable staff time.

Using BPM, operators can stitch together multiple tasks to design complete business processes, which can be scheduled for a specific time or several times each day. For example, if you have availability in an upcoming class, BPM can automatically fill the spaces with members on the waiting list and/or by searching for members who have previously booked the activity but are not currently booked in. The software then emails those members a ‘one click to book’ link, simplifying the sales process for staff and customers alike.

“Leisure customers today expect to interact with operators using whatever method suits them best,” says Gladstone’s sales and marketing director, Tom Withers. “Our range of booking platforms, from self-service kiosks to online booking to our smart phone app, is designed to offer something for everyone. But if a customer does fall through the sales net, operators can now rest assured that BPM will proactively sell to them.”

BPM’s potential is not limited to sales, however. Other possible functions range from automating registration emails to new customers to streamlining financial processes such as direct debit cancellations. “BPM has been designed to support operators with the smooth running of their unique business offering,” says Withers. “Used to its full advantage, it has the potential to become the heartbeat of any leisure business.”

“BPM’s assistance with direct debit cancellations was a huge win for us”

Everyone Active has been working with Gladstone since 2006 and was already using the company’s Plus2 membership management system alongside several of its other products when Business Process Manager (BPM) became available.

As a growing company, we need to streamline procedures, and the capability of BPM to automate many repetitive processes was very appealing. In particular, the fact we could use the system to assist with direct debit cancellations was a huge win for us, as we knew this could save us a massive amount of time and money.

On average, Everyone Active processes somewhere between 8,000 and 10,000 direct debit cancellations every month, the majority via BACS notification (ADDACS). Previously, we would run these notifications through Plus2, but in order to ensure that the direct debits stopped correctly we also had to run several cancellation wizards – for example, to enable us to change a member’s status twice (once after their membership was cancelled and then again after it actually ceased) as well as to remove any outstanding member actions, unpaid sales and so on.

Once BPM was installed, Gladstone worked with us to create a process within the system that now does all of this automatically. We estimate this is saving us approximately 50 hours of staff time every month – time that can now be spent processing new sales to grow our business.

We’re very pleased with the results we’ve had from BPM so far, and we’re now looking at using the system to automate a number of other processes, including filling classes from waiting lists and sending out subscription-specific emails.

Helen Davies, membership services manager, Everyone Active, Sport and Leisure Management (SLM)

Everyone Active saves 50 hours’ staff time a month
Everyone Active saves 50 hours’ staff time a month

“Using BPM to fill classes from waiting lists saves us 50 hours a month”

Edinburgh Leisure already uses a wide range of Gladstone products, including Connect, [email protected] and MobilePro, so having looked at some of the functionality available within Business Process Manager (BPM), the decision to add it to the portfolio was an easy one.

After initially trialling it in two locations, we started rolling it out across our 30 sites last March. Although BPM has the potential to automate a whole range of time-consuming administrative tasks, the only feature we have used so far is the one that enables us to sends email alerts to customers in order to fill classes from waiting lists ­– but the results have been really fantastic.
We have found that a large number of our customers cancel out of classes at late notice. This requires our staff to spend a significant amount of time phoning round other customers on the waiting list and booking them into the class if they still want to take part. With BPM, we’re now able to email customers on the waiting list en masse, while a link in the email enables them to book directly into the class with one simple click.

During April alone, 2,851 bookings were made in this way. We estimate this is saving us around 50 hours of staff time in a single month, as well as being much more convenient for customers – previously, we found that customers would come along in the hope that someone else may not turn up, inevitably leading to some disappointment. This way, they know they are guaranteed a place in the class before they come.

Getting the software up and running was extremely simple and, including training, took less than a day. We now have the latest version of BPM installed in our test environment and are looking forward to implementing some of the other functions it offers.

Stuart Fairbairn, IT manager, Edinburgh Leisure

Sign up here to get HCM's weekly ezine and every issue of HCM magazine free on digital.
If classes have unfilled spaces, BPM can auto-email the waiting list
If classes have unfilled spaces, BPM can auto-email the waiting list
BPM enables a range of booking options, from phone apps to self-service kiosks
BPM enables a range of booking options, from phone apps to self-service kiosks
https://www.leisureopportunities.co.uk/images/981041_564426.jpg
Behind every seamless customer experience lies a raft of back-of-house admin tasks that are no less essential to business success – and Gladstone can help
GLADSTONE PROMOTION,GLADSTONE PROMOTION
Latest News
People should concentrate on exercise and staying fit – rather than dieting and weight loss ...
Latest News
Sibec Europe, scheduled to take place in Cologne, Germany, from 2 to 5 November 2021, ...
Latest News
Swim England has warned that 2,000 swimming pools could be lost forever unless the government ...
Latest News
Sports Minister, Nigel Huddleston, has joined gym-goers this morning to kick-off the annual National Fitness ...
Latest News
A new high-end workspace, designed for the use of personal trainers, coaches and other health ...
Latest News
VAT reform, adjustments in business rates and a fitness-led high street regeneration push could see ...
Latest News
Peloton has completed the merging of its commercial operations with Precor, the equipment brand it ...
Latest News
Half of UK adults aren't happy with their physical fitness levels, according to a study ...
Latest News
Temporary measures brought in to support businesses in the UK from insolvency during the pandemic ...
Latest News
Nadine Dorries has replaced Oliver Dowden as the Secretary of State for Digital, Media, Culture ...
Latest News
In a major move against the gym market, Apple has revealed a number of upgrades ...
Featured supplier news
Featured supplier news: Surge integrates Fisikal with HubSpot to drive business efficiencies and grow revenue
As Surge expands its offer with the launch of a third dedicated Electronic Muscle Stimulation (EMS) studio this summer – this time in Fleet Street, London – the brand reflects on the vital role of its estate wide digital ecosystem, created in partnership with Fisikal, designed to drive business efficiencies and commercial success.
Featured supplier news
Featured supplier news: Life Fitness introduces Integrity SL, the next generation LED console
Life Fitness has unveiled the new Integrity SL, its connected LED console designed for the Integrity Series cardio portfolio.
Featured operator news
Featured operator news: Everyone Active generates £342m in social value
Award-winning leisure operator Everyone Active generated £342million in social value at its sites across the country in 2019/20.
Featured operator news
Featured operator news: Everyone Active bolsters Everyone on Demand and enters second year with five new partnerships
Everyone Active has signed a number of new deals which will see the operator strengthen its digital product offering, Everyone on Demand.
Company profiles
Company profile: Proinsight Mystery Shopping
We take time at the outset to understand your unique customer journey. Then we work ...
Company profiles
Company profile: Safe Space Lockers
Safe Space have over 25 years of experience in the UK leisure and fitness industry, ...
Catalogue Gallery
Click on a catalogue to view it online
Directory
Fitness equipment
Octane Fitness: Fitness equipment
Red Light Therapy
 Red Light Rising: Red Light Therapy
Independent service & maintenance
Servicesport UK Limited: Independent service & maintenance
Architects/designers
Zynk Design Consultants: Architects/designers
Exercise equipment
Power Plate: Exercise equipment
Wearable technology solutions
MyZone: Wearable technology solutions
Lockers/interior design
Crown Sports Lockers: Lockers/interior design
Skincare
Comfort Zone - Davines S.p.A: Skincare
Hydrotherapy / spa fragrances
Kemitron GmbH: Hydrotherapy / spa fragrances
Spa software
SpaBooker: Spa software
Property & Tenders
Welwyn Garden City
Welwyn Hatfield Borough Council
Property & Tenders
Newport, Shropshire
Lilleshall Sports Academy
Property & Tenders
Diary dates
21-24 Sep 2021
Messe Stuttgart, Germany
Diary dates
13-14 Oct 2021
Online,
Diary dates
01-03 Feb 2022
Coventry Building Society Arena, Coventry, United Kingdom
Diary dates
07-10 Apr 2022
Exhibition Centre , Cologne, Germany
Diary dates
15-16 Jun 2022
ExCeL London, London, United Kingdom
Diary dates
01-07 Dec 2022
tbc, Dunedin, New Zealand
Diary dates
Search news, features & products:
Find a supplier:
FreeMotion Fitness
FreeMotion Fitness