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FITNESS, HEALTH, WELLNESS

features

Promotion: Orbit4: Transforming fitness asset management

Rob Cunningham, director of leisure at BH Live, explains the positive impact Orbit4 is having on the organisation

Published in Health Club Management 2023 issue 10
BH Live is using Orbit4 to increase operational efficiency / photo: BH Live
BH Live is using Orbit4 to increase operational efficiency / photo: BH Live

What challenges were you facing before partnering with Orbit4?
The fitness equipment across our estate was a mix of ages and sourced from a variety of manufacturers, while some of the warranties were expiring.

We were experiencing long lead times for equipment parts, resulting in equipment being out of order for extended periods of time.


In addition, we didn’t have accurate information about the value of our assets or our likely maintenance costs going forward.

What were the key drivers for engaging Orbit4?
We wanted to get a clearer picture of these values and costs, so we could make smarter, evidence-based investment decisions. Furthermore, we wanted to improve our maintenance schedule so fewer pieces of equipment were out of action at any one time.

How was the onboarding process?
Following a tender process, managed by Orbit4 on our behalf to assess the market for service providers, we appointed our preferred provider under a new contract and SLA.

Orbit4 onboarded the assets in our sites onto its digital platform quickly and efficiently and the new service provider started servicing equipment immediately.

Our service provide has been great to deal with, easily contactable and with efficient response-times when contacted by our operational team using the Orbit4 mobile app.

The rapid onboarding and collaborative working enabled BH Live to see the value of working with Orbit4 in less than three months from the initial meeting.

What impact you have experienced?
Our net promotor score has vastly improved across several of our sites and our membership attrition has significantly reduced since our partnership with Orbit4, due to the improved service we’re able to offer our customers.

Only a handful of equipment is ever out of order across the estate and repairs rarely take longer than 72 hours to complete.

What difference has Orbit4 made day-to-day?
The ability to remotely look at equipment value, check the condition of equipment and manage our assets enables BH Live to make informed decisions about investment.

The Orbit4 platform also allows us to monitor all relevant KPIs relating to our assets on a day-to-day basis and to ensure we’re delivering a better customer experience.

Would you say to other operators who are considering Orbit4?
The impact Orbit4 has had on our organisation has been fantastic, as making evidence-based decisions in regards to your gym floor assets is key to improving your customer experience.

It’s also been great to work with the platform and the team to streamline our asset management processes.

What’s the most important benefit?
The servicing element of the contract has been a remarkable success – the immediate impact of this on our customer feedback and attrition rates has shown the powerful benefits of not having equipment out of order for lengthy periods of time.

"Thanks to the immediate improvements to our customers’ experiences, Orbit4 has noticeably increased our Net Promoter Score. The platform has greatly enhanced our operational efficiencies" – Rob Cunningham

About BH Live

BH Live is one of the latest trusts to launch Orbit4, implementing it across its estate of clubs in Portsmouth and Bournemouth.

Following a thorough audit of its estate, Orbit4 has been integrated seamlessly into its operations, giving BH Live full visibility of its assets

Repairs are carried out efficiently, boosting Net Promoter scores / photo: BH Live
Repairs are carried out efficiently, boosting Net Promoter scores / photo: BH Live
Orbit4’s platform enables operators to contol their assets / photo: BH Live
Orbit4’s platform enables operators to contol their assets / photo: BH Live
https://www.leisureopportunities.co.uk/images/2023/405771_401158.jpg
Rob Cunningham, director of leisure at BH Live, explains the positive impact Orbit4 is having on the organisation
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features

Promotion: Orbit4: Transforming fitness asset management

Rob Cunningham, director of leisure at BH Live, explains the positive impact Orbit4 is having on the organisation

Published in Health Club Management 2023 issue 10
BH Live is using Orbit4 to increase operational efficiency / photo: BH Live
BH Live is using Orbit4 to increase operational efficiency / photo: BH Live

What challenges were you facing before partnering with Orbit4?
The fitness equipment across our estate was a mix of ages and sourced from a variety of manufacturers, while some of the warranties were expiring.

We were experiencing long lead times for equipment parts, resulting in equipment being out of order for extended periods of time.


In addition, we didn’t have accurate information about the value of our assets or our likely maintenance costs going forward.

What were the key drivers for engaging Orbit4?
We wanted to get a clearer picture of these values and costs, so we could make smarter, evidence-based investment decisions. Furthermore, we wanted to improve our maintenance schedule so fewer pieces of equipment were out of action at any one time.

How was the onboarding process?
Following a tender process, managed by Orbit4 on our behalf to assess the market for service providers, we appointed our preferred provider under a new contract and SLA.

Orbit4 onboarded the assets in our sites onto its digital platform quickly and efficiently and the new service provider started servicing equipment immediately.

Our service provide has been great to deal with, easily contactable and with efficient response-times when contacted by our operational team using the Orbit4 mobile app.

The rapid onboarding and collaborative working enabled BH Live to see the value of working with Orbit4 in less than three months from the initial meeting.

What impact you have experienced?
Our net promotor score has vastly improved across several of our sites and our membership attrition has significantly reduced since our partnership with Orbit4, due to the improved service we’re able to offer our customers.

Only a handful of equipment is ever out of order across the estate and repairs rarely take longer than 72 hours to complete.

What difference has Orbit4 made day-to-day?
The ability to remotely look at equipment value, check the condition of equipment and manage our assets enables BH Live to make informed decisions about investment.

The Orbit4 platform also allows us to monitor all relevant KPIs relating to our assets on a day-to-day basis and to ensure we’re delivering a better customer experience.

Would you say to other operators who are considering Orbit4?
The impact Orbit4 has had on our organisation has been fantastic, as making evidence-based decisions in regards to your gym floor assets is key to improving your customer experience.

It’s also been great to work with the platform and the team to streamline our asset management processes.

What’s the most important benefit?
The servicing element of the contract has been a remarkable success – the immediate impact of this on our customer feedback and attrition rates has shown the powerful benefits of not having equipment out of order for lengthy periods of time.

"Thanks to the immediate improvements to our customers’ experiences, Orbit4 has noticeably increased our Net Promoter Score. The platform has greatly enhanced our operational efficiencies" – Rob Cunningham

About BH Live

BH Live is one of the latest trusts to launch Orbit4, implementing it across its estate of clubs in Portsmouth and Bournemouth.

Following a thorough audit of its estate, Orbit4 has been integrated seamlessly into its operations, giving BH Live full visibility of its assets

Repairs are carried out efficiently, boosting Net Promoter scores / photo: BH Live
Repairs are carried out efficiently, boosting Net Promoter scores / photo: BH Live
Orbit4’s platform enables operators to contol their assets / photo: BH Live
Orbit4’s platform enables operators to contol their assets / photo: BH Live
https://www.leisureopportunities.co.uk/images/2023/405771_401158.jpg
Rob Cunningham, director of leisure at BH Live, explains the positive impact Orbit4 is having on the organisation
Latest News
As Planet Fitness announces strong year-end results there are reports the company is planning a ...
Latest News
The ICO has ruled that eight leisure operators have been unlawfully processing the biometric data ...
Latest News
Xponential Fitness has told HCM it will vigorously defend itself against claims made in a ...
Latest News
“2024 is going to the be biggest year for Gymshark ever,” says CEO and founder, ...
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More consumers are realising meditation is beneficial, but many give up because it’s difficult to ...
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Les Mills has been through a senior management refresh following the recent departure of CEO ...
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EuropeActive has appointed Kai Troll as its new CEO. He has a background in the ...
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Developed for the world of medicine, tailored to the needs of modern fitness studios. The seca TRU seamlessly provides medical expertise for health-focused training with a clinically validated body composition analysis meeting the health and fitness industry's evolving demands.
Featured supplier news
Featured supplier news: Panatta shares the secrets behind the Three Angles Biceps Machine
Panatta’s Three Angles Bicep Machine is designed for training the main elbow flexor muscles; the biceps brachii and brachialis.
Company profiles
Company profile: Life Fitness
The Life Fitness family of brands offers an unrivalled product portfolio, providing customers with access ...
Company profiles
Company profile: Innerva
For over 30 years Innerva, part of Shapemaster Global have been manufacturing specialist dual-function power ...
Catalogue Gallery
Click on a catalogue to view it online
Featured press releases
Greenwich Leisure Limited press release: LLDC awards GLL new contract to continue as operator of Queen Elizabeth Park’s Copper Box Arena
A decade on from the London 2012 Olympic and Paralympic Games, the London Legacy Development Corporation (LLDC) has appointed charitable social enterprise GLL, the operating contract for the Copper Box Arena at Queen Elizabeth Olympic Park; continuing to build on the venue’s hugely successful legacy.
Featured press releases
Elevate Arena press release: Future Fit returns as Elevate’s official Education Partner for 2024
Future Fit will be returning as the official Education Partner for Elevate 2024, cementing their industry-leading reputation for raising the bar in the world of physical activity.
Directory
Spa software
SpaBooker: Spa software
Snowroom
TechnoAlpin SpA: Snowroom
salt therapy products
Saltability: salt therapy products
Flooring
Total Vibration Solutions / TVS Sports Surfaces: Flooring
Cryotherapy
Art of Cryo: Cryotherapy
Lockers
Crown Sports Lockers: Lockers
Property & Tenders
Loughton, IG10
Knight Frank
Property & Tenders
Grantham, Leicestershire
Belvoir Castle
Property & Tenders
Diary dates
11-14 Apr 2024
Exhibition Centre , Cologne, Germany
Diary dates
30 May - 02 Jun 2024
Rimini Exhibition Center, Rimini, Italy
Diary dates
08-08 Jun 2024
Worldwide, Various,
Diary dates
11-13 Jun 2024
Raffles City Convention Centre, Singapore, Singapore
Diary dates
22-25 Oct 2024
Messe Stuttgart, Germany
Diary dates
04-07 Nov 2024
In person, St Andrews, United Kingdom
Diary dates
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