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fibodo Limited
fibodo Limited
fibodo Limited
Health Club Management

Health Club Management

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UNITING THE WORLD OF FITNESS
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Health Club Management

Health Club Management

features

Promotional feature: Legend - Strategies for success

Software company Legend reveals how its powerful support division works with operators to drive their operational success via outsourced managed services

Published in Health Club Management 2018 issue 10
Nick Lawrence, LLS Director
Nick Lawrence, LLS Director
We now have an incredible picture of why, when, where & how prospects make enquiries enabling us to make better strategic marketing decisions and having an increased ability to convert them into paying customers - Lee Wood, Active Tameside

The competitiveness of the leisure industry is well documented. Consumers have greater choice, lower price points and increasingly attractive exercise options.

This means the operator’s ability to implement excellent operational processes and customer engagement strategies, for the duration of the customer lifecycle, can make the difference between success and failure.

Despite the relentless advance of technology, not all operators have the resource, expertise or time to unlock the actionable insights which are hidden within their customer data.

The Legend Leisure Services (LLS) division of the company was established to solve this problem for customers. LLS provides a service that ensures operators realise their business potential, improving revenues through expertly fashioned processes and customer journeys, data insights and a wealth of industry best practice and know-how.

In-House Working and Outsourced Expertise
If you can’t answer ‘yes’ to the next five questions, you'll certainly not be able to answer ‘yes’ to the last. Yet, the primary goal of any tech purchase is to improve business processes and increase revenue.
• Do you have all your customer data in a single, central database?
• Does your website link to your timetables; are they linked to your member database and do they all communicate with each other?
• Do you have a marketing communications and website strategy for your customers?
• Is this strategy tailored and does it take into account customers’ different journeys and needs at different stages of their engagement with you?
• Do you have access to daily Business Intelligence (BI) dashboards, focussing on key business processes, such as direct debit collections, sales, retention and potential prospects?
• Are you making the most of your software investment?

In the current business climate, standing out requires more than just good technology tools; you need a software partner who can change the way you use your data and run your business, as though it was their own.

Welcome to Legend’s outsourcing service, working for you ‘in-house’ on your systems and with your teams.

Getting results
Today, people expect to be communicated with; they expect personalised engagement with relevant, value-added, and timely offers –they expect to be enticed and that process starts from their very first interaction with you.

At Legend, we've developed a range of customer journeys and touch points, both digital and in person, to increase customer engagement, making sure customers are communicated with at exactly the right time and with the most appropriate personalised message.

Our expert consultants will sit with you and carry out a comprehensive audit of your processes – from how ‘walk-ins’ are managed, right through to follow-ups and from how you capture an initial web enquiry, through to class attendance.

They'll also look at how you track sales and direct debit collections and how you attract new members and keep them engaged throughout their lifecycle.

Legend’s industry-leading Customer Management module includes automated customer journeys in Customer Acquisition, Welcome and Retention.

We've optimised the journeys based on our team’s in-depth understanding of the Legend software, and our extensive operational experience of working with hundreds of operators, including Serco Leisure and Parkwood Leisure.

Lee Wood, deputy CEO at Active Tameside, comments: “We took advantage of LLS’s considerable expertise when launching Legend’s Customer Management application. We use it to track, report and analyse sales performance at Active Thameside.

"LLS provided essential guidance through set-up, the tailoring of reports and then on-site training to get the new sales process in place across all sites.

"We now have an incredible picture of why, when, where and how prospects make enquiries, enabling us to make better strategic marketing decisions and have an increased ability to convert them into paying customers.”

Cathy Fletcher, sales and marketing manager at Halo Leisure, commented: “As a result of our work with Legend Leisure Services, overall attrition rates are now down to below 4 per cent across the business and we're deriving real value from the swathe of data that has sat within the business untapped for some time.”

One Single Database
In addition to marketing managed services, LLS also provides a BACS Bureau service that – like all Legend Leisure Services solutions – is fully integrated within each operator’s Legend database, ensuring improved financial control and also seamless database management.

Reporting, prospecting, sales, payments are all on one system and, with LLS, they're constantly under expert guidance.

Another big benefit this in-house, outsourced approach has over standard third-party outsourcing, is that regulations such as GDPR are easily managed within one system. There are no integrations and transfers, just Legend’s world-class hosted services, ensuring full data security at all times.

LLS also offers a fully integrated website solution using Legend’s leading UMBRACO Content Management System.

The result is both more cost-effective and more functional, offering both live Legend data displays on operators' websites and direct integration with their central Legend database.

Maximising The System
LLS can help operators unlock the actionable insight from within their customer data, improving their returns on investment through smarter analysis, and ensuring that the wealth of reporting which is available is used to drive further enhancements around campaigns, business processes and results.

As competitive pressure increases, the expert team at LLS offers a unique and pioneering approach to in-house, outsourced managed services, utilising your systems and data to maximise your business potential at a fraction of the cost of doing the same internally.

Sign up here to get HCM's weekly ezine and every issue of HCM magazine free on digital.
Ingrid Hay, LLS Director
Ingrid Hay, LLS Director
Chris Dutton, Digital Marketing Executive
Chris Dutton, Digital Marketing Executive
Mika Maguire, Senior Marketing Executive
Mika Maguire, Senior Marketing Executive
Charlotte Dickinson, Trainee Business Consultant
Charlotte Dickinson, Trainee Business Consultant
James Hagues, Senior Bureau Consultant
James Hagues, Senior Bureau Consultant
Jayne Knowles, Bureau Manager
Jayne Knowles, Bureau Manager
https://www.leisureopportunities.co.uk/images/532398_683285.png
Software company Legend reveals how its powerful support division works with operators to drive their operational success via outsourced managed services
Software, Legend,
People
The future of our industry is as a ‘national health service’ – we can’t dance around these conversations – if we’re serious about being closer to health agencies, that needs change and commitment
People
Our pre-sale deal is AED99 a month and if you join up on that rate you keep it for a lifetime
People
Member confidence is the single most important factor, and I say – without doing so lightly – that our cleanliness standards, protocols and marketing are the best I’ve seen in the industry
Features
Write to reply
Research has indicated up to 10 per cent of people who contract a viral infection will experience post-viral fatigue. This figure may also apply to COVID-19 survivors
Features
Body scanning
COVID-19 is driving huge consumer interest in health, creating the opportunity for operators (with the right kit) to offer body scanning and analysis. We look at some of the top options
Features
Research
A new study suggests that exercise leads to elevated galanin levels – which in turn helps the brain’s stress response, giving more resilience. Tom Walker reports
Features
Insight
As the physical activity and sports sector unites to fight its corner in making a case for government investment, Sport England has commissioned a research study to prove the economic value of activity, giving weight to the argument. Tom Walker reports
Features
Sponsored briefing
Welcome to the world of creative fitness, where exercise and fun merge to change the way we train. Technogym is here to inspire you to offer members the best workouts and experience, making sure they have a great time
Features
Editor's letter
The hard work is paying off and we’re earning a reputation for safe operations. Now it’s time to tackle the next set of challenges – increasing capacity, yield and memberships, deepening engagement and rebuilding profits says liz Terry
Features
Supplier showcase
SIX3NINE opened its second London studio in August, and will continue to partner with Physical Company as it aims to open up to five studios across the city
Features
Latest News
Gyms in Liverpool,UK, have been given the go-ahead to reopen, following a dramatic week of ...
Latest News
Be Military Fit (BMF) has completed a restructuring project, designed to transform the outdoor fitness ...
Latest News
Rod Hill, former president of TRIB3 and director general of Anytime Fitness Iberia, has signed ...
Latest News
Persistent and rising levels of lifestyle disease across the world have exacerbated the effects of ...
Latest News
Customer experience software provider, AskNicely, has announced it will host a new virtual event called ...
Latest News
In breaking news, HCM understands the UK government has removed gyms and fitness facilities from ...
Latest News
Globally, gyms have, on average, seen nearly 70 per cent of their pre-lockdown members return ...
Latest News
A UK government U-turn – just announced – will see gyms and leisure centres staying open ...
Opinion
promotion
Our world has changed since March and together, we are learning and adapting to how this sector can continue to thrive in this COVID conscious world.
Opinion: Why fitness clubs and facilities need to evolve in a COVID-conscious world
Opinion
promotion
In a post-Covid world, member experience is more important than ever before. Your customers’ expectations have been heightened as the coronavirus continues to dominate our everyday lives.
Opinion: Why member experience is more important now than ever before
Featured supplier news
Featured supplier: Ritz Carlton co-founder joins Frontline Summit 2020 as keynote speaker
Frontline work has never been more important and frontline workers are the largest class of workers on the planet, as well as the most impactful group on the experience customers get.
Featured supplier news
Featured supplier: Power Plate kicks off campaign to support fitness industry deliver health and wellness in one solution
Power Plate, the global leader in whole-body vibration training equipment, is encouraging its community to stay fighting fit this winter with a campaign intended to encourage comfort and confidence, as well as boosting health and wellness.
Video Gallery
Temple Gym - Nautilus Equipment
Core Health & Fitness
Temple Gym - Nautilus Equipment Read more
More videos:
Company profiles
Company profile: Healthcheck Services Ltd
Here at Healthcheck Services, we want to empower you, your clients & your staff to ...
Company profiles
Company profile: Les Mills UK
Committed to creating a fitter planet, Les Mills UK works with clubs and instructors to ...
Catalogue Gallery
Click on a catalogue to view it online
Directory
Exercise equipment
Technogym: Exercise equipment
Hydrotherapy / spa fragrances
Kemitron GmbH: Hydrotherapy / spa fragrances
Software
Volution.fit: Software
Locking solutions
Monster Padlocks: Locking solutions
Red Light Therapy
 Red Light Rising: Red Light Therapy
Gym flooring
REGUPOL/Berleburger Schaumstoffwerk (BSW): Gym flooring
Member feedback software
AskNicely: Member feedback software
Wearable technology solutions
MyZone: Wearable technology solutions
Lockers/interior design
Fitlockers: Lockers/interior design
Independent service & maintenance
Servicesport UK Limited: Independent service & maintenance
Property & Tenders
11 - 25 Union St, London SE1 1SD
Bankside Open Spaces Trust
Property & Tenders
Waltham Abbey, Essex
Lee Valley Regional Park Authority
Property & Tenders
Diary dates
17-23 Oct 2020
Pinggu, Beijing, China
Diary dates
03-06 Nov 2020
Online,
Diary dates
12 Nov 2020
Virtual, United States
Diary dates
17 Nov 2020
Loughborough University, Loughborough, United Kingdom
Diary dates
27-28 Nov 2020
Athena, Leicester, United Kingdom
Diary dates
03-03 Dec 2020
Virtual,
Diary dates
08-09 Dec 2020
Raffles City Convention Centre, Singapore, Singapore
Diary dates
02-04 Feb 2021
Ericsson Exhibition Hall, Ricoh Arena, Coventry, United Kingdom
Diary dates
23-26 Feb 2021
IFEMA, Madrid, Spain
Diary dates
03-04 Mar 2021
NEC, Birmingham, United Kingdom
Diary dates
03-06 Jun 2021
Expo Centre & Riviera di Rimini, Italy
Diary dates
16-17 Jun 2021
ExCeL London, London, United Kingdom
Diary dates

features

Promotional feature: Legend - Strategies for success

Software company Legend reveals how its powerful support division works with operators to drive their operational success via outsourced managed services

Published in Health Club Management 2018 issue 10
Nick Lawrence, LLS Director
Nick Lawrence, LLS Director
We now have an incredible picture of why, when, where & how prospects make enquiries enabling us to make better strategic marketing decisions and having an increased ability to convert them into paying customers - Lee Wood, Active Tameside

The competitiveness of the leisure industry is well documented. Consumers have greater choice, lower price points and increasingly attractive exercise options.

This means the operator’s ability to implement excellent operational processes and customer engagement strategies, for the duration of the customer lifecycle, can make the difference between success and failure.

Despite the relentless advance of technology, not all operators have the resource, expertise or time to unlock the actionable insights which are hidden within their customer data.

The Legend Leisure Services (LLS) division of the company was established to solve this problem for customers. LLS provides a service that ensures operators realise their business potential, improving revenues through expertly fashioned processes and customer journeys, data insights and a wealth of industry best practice and know-how.

In-House Working and Outsourced Expertise
If you can’t answer ‘yes’ to the next five questions, you'll certainly not be able to answer ‘yes’ to the last. Yet, the primary goal of any tech purchase is to improve business processes and increase revenue.
• Do you have all your customer data in a single, central database?
• Does your website link to your timetables; are they linked to your member database and do they all communicate with each other?
• Do you have a marketing communications and website strategy for your customers?
• Is this strategy tailored and does it take into account customers’ different journeys and needs at different stages of their engagement with you?
• Do you have access to daily Business Intelligence (BI) dashboards, focussing on key business processes, such as direct debit collections, sales, retention and potential prospects?
• Are you making the most of your software investment?

In the current business climate, standing out requires more than just good technology tools; you need a software partner who can change the way you use your data and run your business, as though it was their own.

Welcome to Legend’s outsourcing service, working for you ‘in-house’ on your systems and with your teams.

Getting results
Today, people expect to be communicated with; they expect personalised engagement with relevant, value-added, and timely offers –they expect to be enticed and that process starts from their very first interaction with you.

At Legend, we've developed a range of customer journeys and touch points, both digital and in person, to increase customer engagement, making sure customers are communicated with at exactly the right time and with the most appropriate personalised message.

Our expert consultants will sit with you and carry out a comprehensive audit of your processes – from how ‘walk-ins’ are managed, right through to follow-ups and from how you capture an initial web enquiry, through to class attendance.

They'll also look at how you track sales and direct debit collections and how you attract new members and keep them engaged throughout their lifecycle.

Legend’s industry-leading Customer Management module includes automated customer journeys in Customer Acquisition, Welcome and Retention.

We've optimised the journeys based on our team’s in-depth understanding of the Legend software, and our extensive operational experience of working with hundreds of operators, including Serco Leisure and Parkwood Leisure.

Lee Wood, deputy CEO at Active Tameside, comments: “We took advantage of LLS’s considerable expertise when launching Legend’s Customer Management application. We use it to track, report and analyse sales performance at Active Thameside.

"LLS provided essential guidance through set-up, the tailoring of reports and then on-site training to get the new sales process in place across all sites.

"We now have an incredible picture of why, when, where and how prospects make enquiries, enabling us to make better strategic marketing decisions and have an increased ability to convert them into paying customers.”

Cathy Fletcher, sales and marketing manager at Halo Leisure, commented: “As a result of our work with Legend Leisure Services, overall attrition rates are now down to below 4 per cent across the business and we're deriving real value from the swathe of data that has sat within the business untapped for some time.”

One Single Database
In addition to marketing managed services, LLS also provides a BACS Bureau service that – like all Legend Leisure Services solutions – is fully integrated within each operator’s Legend database, ensuring improved financial control and also seamless database management.

Reporting, prospecting, sales, payments are all on one system and, with LLS, they're constantly under expert guidance.

Another big benefit this in-house, outsourced approach has over standard third-party outsourcing, is that regulations such as GDPR are easily managed within one system. There are no integrations and transfers, just Legend’s world-class hosted services, ensuring full data security at all times.

LLS also offers a fully integrated website solution using Legend’s leading UMBRACO Content Management System.

The result is both more cost-effective and more functional, offering both live Legend data displays on operators' websites and direct integration with their central Legend database.

Maximising The System
LLS can help operators unlock the actionable insight from within their customer data, improving their returns on investment through smarter analysis, and ensuring that the wealth of reporting which is available is used to drive further enhancements around campaigns, business processes and results.

As competitive pressure increases, the expert team at LLS offers a unique and pioneering approach to in-house, outsourced managed services, utilising your systems and data to maximise your business potential at a fraction of the cost of doing the same internally.

Sign up here to get HCM's weekly ezine and every issue of HCM magazine free on digital.
Ingrid Hay, LLS Director
Ingrid Hay, LLS Director
Chris Dutton, Digital Marketing Executive
Chris Dutton, Digital Marketing Executive
Mika Maguire, Senior Marketing Executive
Mika Maguire, Senior Marketing Executive
Charlotte Dickinson, Trainee Business Consultant
Charlotte Dickinson, Trainee Business Consultant
James Hagues, Senior Bureau Consultant
James Hagues, Senior Bureau Consultant
Jayne Knowles, Bureau Manager
Jayne Knowles, Bureau Manager
https://www.leisureopportunities.co.uk/images/532398_683285.png
Software company Legend reveals how its powerful support division works with operators to drive their operational success via outsourced managed services
Software, Legend,
Latest News
Gyms in Liverpool,UK, have been given the go-ahead to reopen, following a dramatic week of ...
Latest News
Be Military Fit (BMF) has completed a restructuring project, designed to transform the outdoor fitness ...
Latest News
Rod Hill, former president of TRIB3 and director general of Anytime Fitness Iberia, has signed ...
Latest News
Persistent and rising levels of lifestyle disease across the world have exacerbated the effects of ...
Latest News
Customer experience software provider, AskNicely, has announced it will host a new virtual event called ...
Latest News
In breaking news, HCM understands the UK government has removed gyms and fitness facilities from ...
Latest News
Globally, gyms have, on average, seen nearly 70 per cent of their pre-lockdown members return ...
Latest News
A UK government U-turn – just announced – will see gyms and leisure centres staying open ...
Latest News
"Dozens" of gyms in Liverpool, UK, have defied the government and stayed open for business ...
Latest News
The UK government is likely to face legal challenges from gym operators following the revelation ...
Latest News
Gym and health club operators with sites in Liverpool, UK, have been left "astounded" at ...
Opinion
promotion
Our world has changed since March and together, we are learning and adapting to how this sector can continue to thrive in this COVID conscious world.
Opinion: Why fitness clubs and facilities need to evolve in a COVID-conscious world
Opinion
promotion
In a post-Covid world, member experience is more important than ever before. Your customers’ expectations have been heightened as the coronavirus continues to dominate our everyday lives.
Opinion: Why member experience is more important now than ever before
Featured supplier news
Featured supplier: Ritz Carlton co-founder joins Frontline Summit 2020 as keynote speaker
Frontline work has never been more important and frontline workers are the largest class of workers on the planet, as well as the most impactful group on the experience customers get.
Featured supplier news
Featured supplier: Power Plate kicks off campaign to support fitness industry deliver health and wellness in one solution
Power Plate, the global leader in whole-body vibration training equipment, is encouraging its community to stay fighting fit this winter with a campaign intended to encourage comfort and confidence, as well as boosting health and wellness.
Video Gallery
Temple Gym - Nautilus Equipment
Core Health & Fitness
Temple Gym - Nautilus Equipment Read more
More videos:
Company profiles
Company profile: Healthcheck Services Ltd
Here at Healthcheck Services, we want to empower you, your clients & your staff to ...
Company profiles
Company profile: Les Mills UK
Committed to creating a fitter planet, Les Mills UK works with clubs and instructors to ...
Catalogue Gallery
Click on a catalogue to view it online
Directory
Exercise equipment
Technogym: Exercise equipment
Hydrotherapy / spa fragrances
Kemitron GmbH: Hydrotherapy / spa fragrances
Software
Volution.fit: Software
Locking solutions
Monster Padlocks: Locking solutions
Red Light Therapy
 Red Light Rising: Red Light Therapy
Gym flooring
REGUPOL/Berleburger Schaumstoffwerk (BSW): Gym flooring
Member feedback software
AskNicely: Member feedback software
Wearable technology solutions
MyZone: Wearable technology solutions
Lockers/interior design
Fitlockers: Lockers/interior design
Independent service & maintenance
Servicesport UK Limited: Independent service & maintenance
Property & Tenders
11 - 25 Union St, London SE1 1SD
Bankside Open Spaces Trust
Property & Tenders
Waltham Abbey, Essex
Lee Valley Regional Park Authority
Property & Tenders
Diary dates
17-23 Oct 2020
Pinggu, Beijing, China
Diary dates
03-06 Nov 2020
Online,
Diary dates
12 Nov 2020
Virtual, United States
Diary dates
17 Nov 2020
Loughborough University, Loughborough, United Kingdom
Diary dates
27-28 Nov 2020
Athena, Leicester, United Kingdom
Diary dates
03-03 Dec 2020
Virtual,
Diary dates
08-09 Dec 2020
Raffles City Convention Centre, Singapore, Singapore
Diary dates
02-04 Feb 2021
Ericsson Exhibition Hall, Ricoh Arena, Coventry, United Kingdom
Diary dates
23-26 Feb 2021
IFEMA, Madrid, Spain
Diary dates
03-04 Mar 2021
NEC, Birmingham, United Kingdom
Diary dates
03-06 Jun 2021
Expo Centre & Riviera di Rimini, Italy
Diary dates
16-17 Jun 2021
ExCeL London, London, United Kingdom
Diary dates
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