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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

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,
People
HCM people

Professor Zhen Yan

director of the Center for Skeletal Muscle Research, University of Virginia
Regular exercise may help people survive COVID-19
People
The remote personal training service has also been a great success: we’ll maintain around 40% of our PT business for April
People
HCM people

Dr Jonathan Leary

Remedy Place, West Hollywood: Founder and CEO
Remedy Place teaches people how to take care of themselves and gives them the tools they need to be holistically healthy
Features
Promotional feature
Reaching members anywhere and anytime to connect, engage and coach is more important than ever and can easily be activated through Technogym Mywellness
Features
Coronavirus
As the sector looks into the void of the COVID-19 lockdown and its aftermath, Duncan Wood-Allum presents a blueprint for a positive future
Features
feature
Matrix Connected Solutions helps Roko deliver a digital member experience beyond the four walls of the clubs
Features
Functional training
It’s easy to get stuck in a functional rut, relying on the same old burpees and ball slams. We ask for inspiration on how to put the fun back into functional training
Features
Coronavirus
While Europe and the US are in the thick of coronavirus shutdowns, health clubs in China are starting to reopen. Jak Phillips examines how three Chinese operators tackled the challenge of the pandemic and came out ahead
Features
Coronavirus
As clubs were ordered to close, one logical response was to freeze memberships, despite the financial difficulties it would cause. However, many operators found their community was willing to support them, as Kath Hudson reports
Features
Supplier showcase
With the spread of COVID-19 forcing more people into isolation, PureGym worked with FunXtion to rapidly include a digital on-demand workout offering to support members at home
Features
Latest News
Gyms and health clubs in Dubai, UAE, have begun reopening their doors today (27 May) ...
Latest News
HCM understands that the directors of énergie Fitness have brought in specialist company FRP Advisory ...
Latest News
Planning approval has been granted for a new David Lloyd Club in Bicester, Oxfordshire. The ...
Latest News
Aerobic exercise boosts blood flow into two key regions of the brain associated with memory, ...
Latest News
Gympass has launched a new digital platform as a response to the increase in demand ...
Latest News
Austrian medical health and wellness operator, Lanserhof, has launched a programme for people who’ve had ...
Latest News
HCM can report that Europe Active's annual thought-leader conference, the European Health and Fitness Forum ...
Latest News
The number of people signing up for memberships at Planet Fitness has been at 2019 ...
Job search
POST YOUR JOB
Opinion
promotion
The activity industry finds itself in a position of considerable threat. Two-thirds of the world’s gyms are closed – that’s 230 million members unable to attend a fitness facility, according to data platform fitNdata.
Opinion: Ensuring members return after lockdown
Opinion
promotion
Elon Musk has plans to conquer Mars and these days the meat on your hamburger can be grown in a lab - so why are so many fitness businesses still using papers and pens to create workouts for their members?
Opinion: How the current pandemic may be helping the fitness industry to innovate
Featured supplier news
Featured supplier: Incorpore and MoveGB ink groundbreaking partnership to transform corporate wellness offering
Incorpore and MoveGB have entered into a landmark partnership, combining the UK’s largest provider of corporate gym memberships with the nation’s biggest network of classes.
Featured supplier news
Featured supplier: What’s your Covid-19 exit strategy? How will you use this time to relaunch your business to thrive, not just survive
There is no escaping the fact that we are operating in extraordinary times. Our physical health clubs, gyms and studios are closed and we’re trying to keep our membership engaged, fit and healthy via online and digital training.
Video Gallery
How to use the MZ-Bodyscan
MyZone
The Best Product for the Best Clubs Read more
More videos:
Company profiles
Company profile: fibodo Limited
fibodo is the digital solution helping people lead healthier and happier lives. From grassroots individual ...
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
Hydrotherapy / spa fragrances
Kemitron GmbH: Hydrotherapy / spa fragrances
Flooring
Total Vibration Solutions / TVS Sports Surfaces: Flooring
Exercise equipment
Power Plate: Exercise equipment
Whole body cryotherapy
Zimmer MedizinSysteme GmbH / icelab: Whole body cryotherapy
Direct debit solutions
Harlands Group: Direct debit solutions
Fitness software
Go Do.Fitness: Fitness software
Independent service & maintenance
Servicesport UK Limited: Independent service & maintenance
Trade associations
International SPA Association - iSPA: Trade associations
Design consultants
Zynk Design Consultants: Design consultants
Locking solutions
Monster Padlocks: Locking solutions
Property & Tenders
Greywell, Hampshire
Barnsgrove Health and Wellness Club
Property & Tenders
Derby City Council
Property & Tenders
Diary dates
04 Jun 2020
Marriott Forest of Arden Hotel & Country Club, Birmingham, United Kingdom
Diary dates
13 Jun 2020
Worldwide, Various,
Diary dates
06-07 Jul 2020
Eastwood Hall, Nottingham, United Kingdom
Diary dates
28-31 Aug 2020
Expo Centre & Riviera di Rimini, Italy
Diary dates
21-24 Sep 2020
Loews Coronado Bay Resort, Coronado, United States
Diary dates
11-12 Oct 2020
ExCeL London, London, United Kingdom
Diary dates
17-23 Oct 2020
Pinggu, Beijing, China
Diary dates
27-30 Oct 2020
Messe Stuttgart, Germany
Diary dates
30-31 Oct 2020
NEC, Birmingham, United Kingdom
Diary dates
27-28 Nov 2020
Athena, Leicester, United Kingdom
Diary dates

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
Gyms and health clubs in Dubai, UAE, have begun reopening their doors today (27 May) ...
Latest News
HCM understands that the directors of énergie Fitness have brought in specialist company FRP Advisory ...
Latest News
Planning approval has been granted for a new David Lloyd Club in Bicester, Oxfordshire. The ...
Latest News
Aerobic exercise boosts blood flow into two key regions of the brain associated with memory, ...
Latest News
Gympass has launched a new digital platform as a response to the increase in demand ...
Latest News
Austrian medical health and wellness operator, Lanserhof, has launched a programme for people who’ve had ...
Latest News
HCM can report that Europe Active's annual thought-leader conference, the European Health and Fitness Forum ...
Latest News
The number of people signing up for memberships at Planet Fitness has been at 2019 ...
Latest News
Gyms in England could be open in July if lobbying by the fitness industry comes ...
Latest News
A survey by Savanta ComRes, in partnership with Sport England, has studied the impact of ...
Latest News
Gyms and health clubs in the US have begun reopening their doors, with a number ...
Job search
POST YOUR JOB
Opinion
promotion
The activity industry finds itself in a position of considerable threat. Two-thirds of the world’s gyms are closed – that’s 230 million members unable to attend a fitness facility, according to data platform fitNdata.
Opinion: Ensuring members return after lockdown
Opinion
promotion
Elon Musk has plans to conquer Mars and these days the meat on your hamburger can be grown in a lab - so why are so many fitness businesses still using papers and pens to create workouts for their members?
Opinion: How the current pandemic may be helping the fitness industry to innovate
Featured supplier news
Featured supplier: Incorpore and MoveGB ink groundbreaking partnership to transform corporate wellness offering
Incorpore and MoveGB have entered into a landmark partnership, combining the UK’s largest provider of corporate gym memberships with the nation’s biggest network of classes.
Featured supplier news
Featured supplier: What’s your Covid-19 exit strategy? How will you use this time to relaunch your business to thrive, not just survive
There is no escaping the fact that we are operating in extraordinary times. Our physical health clubs, gyms and studios are closed and we’re trying to keep our membership engaged, fit and healthy via online and digital training.
Video Gallery
How to use the MZ-Bodyscan
MyZone
The Best Product for the Best Clubs Read more
More videos:
Company profiles
Company profile: fibodo Limited
fibodo is the digital solution helping people lead healthier and happier lives. From grassroots individual ...
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
Hydrotherapy / spa fragrances
Kemitron GmbH: Hydrotherapy / spa fragrances
Flooring
Total Vibration Solutions / TVS Sports Surfaces: Flooring
Exercise equipment
Power Plate: Exercise equipment
Whole body cryotherapy
Zimmer MedizinSysteme GmbH / icelab: Whole body cryotherapy
Direct debit solutions
Harlands Group: Direct debit solutions
Fitness software
Go Do.Fitness: Fitness software
Independent service & maintenance
Servicesport UK Limited: Independent service & maintenance
Trade associations
International SPA Association - iSPA: Trade associations
Design consultants
Zynk Design Consultants: Design consultants
Locking solutions
Monster Padlocks: Locking solutions
Property & Tenders
Greywell, Hampshire
Barnsgrove Health and Wellness Club
Property & Tenders
Derby City Council
Property & Tenders
Diary dates
04 Jun 2020
Marriott Forest of Arden Hotel & Country Club, Birmingham, United Kingdom
Diary dates
13 Jun 2020
Worldwide, Various,
Diary dates
06-07 Jul 2020
Eastwood Hall, Nottingham, United Kingdom
Diary dates
28-31 Aug 2020
Expo Centre & Riviera di Rimini, Italy
Diary dates
21-24 Sep 2020
Loews Coronado Bay Resort, Coronado, United States
Diary dates
11-12 Oct 2020
ExCeL London, London, United Kingdom
Diary dates
17-23 Oct 2020
Pinggu, Beijing, China
Diary dates
27-30 Oct 2020
Messe Stuttgart, Germany
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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