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Health Club Management

Health Club Management

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Health Club Management

Health Club Management

features

Payment systems: Make it pay

When it comes to making payments, it’s all about convenience. We look at some of the latest innovations that remove barriers to members spending money at your club

Published in Health Club Management 2016 issue 7
The new Virtuagym app makes it quick and easy to book a PT session / PHOTOS: Shutterstock.com
The new Virtuagym app makes it quick and easy to book a PT session / PHOTOS: Shutterstock.com

Tom Vian,

Senior product owner for R&D,

Gladstone

Tom Vian
Tom Vian

Off the back of our Payment Manager system, Gladstone has introduced a tokenised payment system which integrates with WorldPay, making it simple for members to book services and buy products.

We were getting feedback from our clients that they wanted to make it easier for people to buy online, because their members were making a high number of small purchases – such as booking a badminton court – but were having to key in their card details each time. This was inconvenient, slow and acted as a barrier to sale.

Storing card details would have presented a security risk for operators, so we’ve teamed up with WorldPay. After their first transaction, members receive a token which links with their card and WorldPay stores the details. If they lose or change their card, the token will automatically sync with the new one.

This reduces barriers to sales, makes transactions quick and convenient from both mobiles and tablets, and boosts the self-service side of things – something that both members and operators want. The whole process is completed on a mobile-optimised website.

We’ve also introduced cashless accounts, which people can top up and then charge purchases to, meaning they can still make impulse purchases without having to take cash or cards to the gym.

Hanno Poesel,

Business unit manager leisure,

Gantner

Hanno Poesel
Hanno Poesel

From next month, we’ll start rolling out our new cloud-based software service, Gantner Connect, which will allow health clubs to replace membership cards and wristbands with smartphones that have NFC (near field communication) technology.

When members join or pay for a one-off class or session, they will receive authorisations through an app which will allow them to sign in to the club, open/lock doors, turnstiles and lockers, as well as pay for products and services via their phones, which will be linked to an account. Members will no longer need to bring wallets, cash or membership cards to the gym and won’t have to wait in queues to check in or pay.

From an operator’s point of view, it means greater opportunities for customer engagement, as notifications about special offers and promotions can be sent via SMS. It will also boost the bottom line for clubs, as administrative costs are reduced, while the pre-paid function and cashless purchases, as well as the prevention of shared membership cards, will result in increased revenues.

We think there’s a demand for such a solution because all young people have smartphones, like to be connected and like to self-serve online. The first clubs to adopt the technology will be those targeting young people.

“Members will no longer need to bring wallets, cash or membership cards to the gym and won’t have to wait in queues to check in or pay”

Sean Maguire,

MD,

Legend

Sean Maguire
Sean Maguire

We’ve created a new, contactless self-service kiosk that’s just about to be rolled out with one of our clients. It will fast-track the front of house, allowing customers to bypass the queue at reception.

Customers will be able to look up any products or services the club sells, and make a contactless payment of up to £30 using either a phone or a debit card. For customers, it offers greater convenience and means they don’t miss any of their workout by being held up in a queue. It also frees up staff from the time-consuming processing of small repeat transactions.

Clubs receive most of their revenue via direct debits, so we’ve recently put a lot of work into making this process as streamlined and efficient as possible, not just for collecting memberships but also for collecting subscriptions for other services such as personal training packages and swimming lessons.

Improving the efficiency of direct debit collection improves customer service, boosts revenue and cash flow, and removes a potential friction point. Our solution can be worth up to a 4 per cent net increase in direct debit revenue for customers.

Our system also allows clubs to collect direct debits from multiple sites and multiple contacts in one go, meaning no duplication of effort, reduced administration costs and fewer mistakes.

Hugo Braam,

CEO,

Virtuagym

Hugo Braam
Hugo Braam

Nowadays, consumers are used to having information at their fingertips and being able to book things on the spur of the moment, so gyms need to meet this expectation.

In response to this, we’ve just launched a new in-app web shop which offers an integrated payment solution, allowing members to buy and renew credits for personal training sessions as well as buying physical and digital products and services.

This is the functionality our clients have been waiting for, because it offers greater convenience for the customer and will therefore improve conversion rates. For example, if a member is trying on a pair of jeans in a store and feels frustrated that they don’t fit, they can immediately book and pay for a personal training session via the app while they are still in the store dressing room. If they wait until they go to the club, they may have lost the impetus.

Our clients had already found that offering their members the chance to book personal training online pushed PT bookings up by 10 to 15 per cent. However, once the package had ended, members previously needed to go back to the club to book another course of sessions. This app will make booking a personal trainer even quicker and easier, and allow for spontaneous bookings.

Ivan Stevenson,

MD,

Debit Finance

Ivan Stevenson
Ivan Stevenson

One of the things we’ve been working on is My Payments, which makes it easier for our clients’ customers to get up to date if they miss a payment for their membership. Previously they needed to ring the call centre to pay over the phone, or else send a cheque. Now they’re sent an SMS with a URL link, so they can go online and pay straight away.

This saves members the inconvenience and embarrassment of having to make a phone call, and delivers a better and more efficient service. From the operator’s point of view, it means less time spent on admin and better management of members’ payments. Actions from customers to settle up missed payments has increased by 15 per cent in clubs that have introduced My Payments.

We’re now planning to evolve the system to allow members to self-serve, as well as integrating with apps so members can bring their payments up to date through their club’s app.

We’ve also been working on our online joining portals, and particularly on improving the upsell. When someone joins, they’re now automatically asked questions like: do their children want to join for their junior offering, or do they want to purchase additional services such as personal training? Google Translate has also been added following feedback from clubs in multi-cultural areas.

Sign up here to get HCM's weekly ezine and every issue of HCM magazine free on digital.
https://www.leisureopportunities.co.uk/images/435946_958696.jpg
New technology is making it easier for members to spend money at the gym
Tom Vian, Senior product owner for R&D, Gladstone Hanno Poesel, Business unit manager leisure, Gantner Sean Maguire, MD, Legend Hugo Braam, CEO, Virtuagym Ivan Stevenson, MD, Debit Finance,Payment, Tom Vian, Gladstone, Hanno Poesel, Gantner, NFC, Sean Maguire, Legend, Hugo Braam, Virtuagym, Ivan Stevenson, Debit Finance, direct debit, app, booking
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features

Payment systems: Make it pay

When it comes to making payments, it’s all about convenience. We look at some of the latest innovations that remove barriers to members spending money at your club

Published in Health Club Management 2016 issue 7
The new Virtuagym app makes it quick and easy to book a PT session / PHOTOS: Shutterstock.com
The new Virtuagym app makes it quick and easy to book a PT session / PHOTOS: Shutterstock.com

Tom Vian,

Senior product owner for R&D,

Gladstone

Tom Vian
Tom Vian

Off the back of our Payment Manager system, Gladstone has introduced a tokenised payment system which integrates with WorldPay, making it simple for members to book services and buy products.

We were getting feedback from our clients that they wanted to make it easier for people to buy online, because their members were making a high number of small purchases – such as booking a badminton court – but were having to key in their card details each time. This was inconvenient, slow and acted as a barrier to sale.

Storing card details would have presented a security risk for operators, so we’ve teamed up with WorldPay. After their first transaction, members receive a token which links with their card and WorldPay stores the details. If they lose or change their card, the token will automatically sync with the new one.

This reduces barriers to sales, makes transactions quick and convenient from both mobiles and tablets, and boosts the self-service side of things – something that both members and operators want. The whole process is completed on a mobile-optimised website.

We’ve also introduced cashless accounts, which people can top up and then charge purchases to, meaning they can still make impulse purchases without having to take cash or cards to the gym.

Hanno Poesel,

Business unit manager leisure,

Gantner

Hanno Poesel
Hanno Poesel

From next month, we’ll start rolling out our new cloud-based software service, Gantner Connect, which will allow health clubs to replace membership cards and wristbands with smartphones that have NFC (near field communication) technology.

When members join or pay for a one-off class or session, they will receive authorisations through an app which will allow them to sign in to the club, open/lock doors, turnstiles and lockers, as well as pay for products and services via their phones, which will be linked to an account. Members will no longer need to bring wallets, cash or membership cards to the gym and won’t have to wait in queues to check in or pay.

From an operator’s point of view, it means greater opportunities for customer engagement, as notifications about special offers and promotions can be sent via SMS. It will also boost the bottom line for clubs, as administrative costs are reduced, while the pre-paid function and cashless purchases, as well as the prevention of shared membership cards, will result in increased revenues.

We think there’s a demand for such a solution because all young people have smartphones, like to be connected and like to self-serve online. The first clubs to adopt the technology will be those targeting young people.

“Members will no longer need to bring wallets, cash or membership cards to the gym and won’t have to wait in queues to check in or pay”

Sean Maguire,

MD,

Legend

Sean Maguire
Sean Maguire

We’ve created a new, contactless self-service kiosk that’s just about to be rolled out with one of our clients. It will fast-track the front of house, allowing customers to bypass the queue at reception.

Customers will be able to look up any products or services the club sells, and make a contactless payment of up to £30 using either a phone or a debit card. For customers, it offers greater convenience and means they don’t miss any of their workout by being held up in a queue. It also frees up staff from the time-consuming processing of small repeat transactions.

Clubs receive most of their revenue via direct debits, so we’ve recently put a lot of work into making this process as streamlined and efficient as possible, not just for collecting memberships but also for collecting subscriptions for other services such as personal training packages and swimming lessons.

Improving the efficiency of direct debit collection improves customer service, boosts revenue and cash flow, and removes a potential friction point. Our solution can be worth up to a 4 per cent net increase in direct debit revenue for customers.

Our system also allows clubs to collect direct debits from multiple sites and multiple contacts in one go, meaning no duplication of effort, reduced administration costs and fewer mistakes.

Hugo Braam,

CEO,

Virtuagym

Hugo Braam
Hugo Braam

Nowadays, consumers are used to having information at their fingertips and being able to book things on the spur of the moment, so gyms need to meet this expectation.

In response to this, we’ve just launched a new in-app web shop which offers an integrated payment solution, allowing members to buy and renew credits for personal training sessions as well as buying physical and digital products and services.

This is the functionality our clients have been waiting for, because it offers greater convenience for the customer and will therefore improve conversion rates. For example, if a member is trying on a pair of jeans in a store and feels frustrated that they don’t fit, they can immediately book and pay for a personal training session via the app while they are still in the store dressing room. If they wait until they go to the club, they may have lost the impetus.

Our clients had already found that offering their members the chance to book personal training online pushed PT bookings up by 10 to 15 per cent. However, once the package had ended, members previously needed to go back to the club to book another course of sessions. This app will make booking a personal trainer even quicker and easier, and allow for spontaneous bookings.

Ivan Stevenson,

MD,

Debit Finance

Ivan Stevenson
Ivan Stevenson

One of the things we’ve been working on is My Payments, which makes it easier for our clients’ customers to get up to date if they miss a payment for their membership. Previously they needed to ring the call centre to pay over the phone, or else send a cheque. Now they’re sent an SMS with a URL link, so they can go online and pay straight away.

This saves members the inconvenience and embarrassment of having to make a phone call, and delivers a better and more efficient service. From the operator’s point of view, it means less time spent on admin and better management of members’ payments. Actions from customers to settle up missed payments has increased by 15 per cent in clubs that have introduced My Payments.

We’re now planning to evolve the system to allow members to self-serve, as well as integrating with apps so members can bring their payments up to date through their club’s app.

We’ve also been working on our online joining portals, and particularly on improving the upsell. When someone joins, they’re now automatically asked questions like: do their children want to join for their junior offering, or do they want to purchase additional services such as personal training? Google Translate has also been added following feedback from clubs in multi-cultural areas.

Sign up here to get HCM's weekly ezine and every issue of HCM magazine free on digital.
https://www.leisureopportunities.co.uk/images/435946_958696.jpg
New technology is making it easier for members to spend money at the gym
Tom Vian, Senior product owner for R&D, Gladstone Hanno Poesel, Business unit manager leisure, Gantner Sean Maguire, MD, Legend Hugo Braam, CEO, Virtuagym Ivan Stevenson, MD, Debit Finance,Payment, Tom Vian, Gladstone, Hanno Poesel, Gantner, NFC, Sean Maguire, Legend, Hugo Braam, Virtuagym, Ivan Stevenson, Debit Finance, direct debit, app, booking
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 ...
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The UK government should encourage people to spend more time in regulated environments to curb ...
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: Gympass sees success after pivoting to digital
As the COVID-19 lockdown forced the temporary closure of businesses across the country, the outlook for companies supplying services to corporate partners looked precarious.
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: BLK BOX
The BLK BOX product range is built for athletes by athletes, includes modular storage systems, ...
Company profiles
Company profile: Harlands Group
Harlands Group is the leading provider of membership management services to leisure operators, processing over ...
Supplier Showcases
Supplier showcase - Digital gym floor
Catalogue Gallery
Click on a catalogue to view it online
Directory
Design consultants
Zynk Design Consultants: Design consultants
Software
Volution.fit: Software
Hydrotherapy / spa fragrances
Kemitron GmbH: Hydrotherapy / spa fragrances
Management software
fibodo Limited: Management software
Independent service & maintenance
Servicesport UK Limited: Independent service & maintenance
Lockers/interior design
Crown Sports Lockers: Lockers/interior design
Whole body cryotherapy
Art of Cryo: Whole body cryotherapy
Exercise equipment
EXF Fitness Equipment: Exercise equipment
Direct debit solutions
Harlands Group: Direct debit solutions
Locking solutions
Monster Padlocks: Locking solutions
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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