The Leisure Media Company Ltd
The Leisure Media Company Ltd
The Leisure Media Company Ltd
Health Club Management

Health Club Management

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
Get the latest news, jobs and features in your inbox
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
I don’t see any reason why we couldn’t double the size of our European portfolio of david lloyd clubs over the next four years
People
It’s no mistake that many successful boutiques have a baller brand strategist sitting at their core
People
HCM people

Aaron Brooks-Thornett

Freely Given PT: founder
A donation-based payment system creates a non-discriminatory environment and empowers people to give what they think the service is worth. This also challenges me to keep service levels high
Features
Supplier showcase
Pulse Fitness has collaborated with luxury health club operator Third Space to supply state-the-art strength equipment to its new site in London
Features
New Opening
Dubbed Ireland’s priciest health club, the new Eden One in Dublin fuses fitness and wellness with a boutique vibe. MD Charlie Bourne explains the vision
Features
Promotional feature
With a longstanding professional career in the fitness industry, we talk to Dawn Falkner Clark to find out more about her background and what the future holds for Be Fit Be You
Features
Changing rooms
Great changing rooms are one of the main reasons people join a gym. Get inspired by HCM’s roundup of the latest high-end installations
Features
Insight
The CEO of Basic-Fit shared insights into the workings of the company at the Virtuagym FitNation conference in Amsterdam. Megan Whitby was there for HCM
Features
Supplier showcase
DiR Clubs – the largest fitness operator in Spain – appointed fisikal as its digital partner in 2019, with a 12 month plan for integration. As phase one comes to an end, we talk to Jordi Forns, co-director of fitness clubs at DiR, about why the brand committed to such a fundamental change
Features
Ask the experts
Is the health and fitness industry more geared up to meet the needs of extroverts and overlooking more introverted customers? Kath Hudson investigates
Features
Latest News
Joe Wicks, the personal trainer who has become a global star thanks to his daily ...
Latest News
Physical activity sector bodies have welcomed the government's measures to help the UK's self-employed workers ...
Latest News
Hollywood star Chris Hemsworth is making his online fitness programme Centrfit available for free for ...
Latest News
American Council on Exercise (ACE) has urged US policymakers to not leave the fitness sector's ...
Latest News
Humphrey Cobbold, CEO of Pure Gym, appeared on BBC Question Time last night (26 March ...
Latest News
A new national campaign has been launched to encourage people to stay physically active at ...
Latest News
ClassPass will begin offering its partners the opportunity to live-stream classes through its app and ...
Latest News
Gym operators are pivoting to digital in a stampede to engage with members during the ...
Job search
POST YOUR JOB
Featured supplier news
Featured supplier: FORA works with Power Plate to raise awareness of sitting disease through movement and vibration
With office workers spending over eight hours per day sitting at their desks, and one in six affected by mental health issues every year, it is no surprise that businesses are looking to introduce ‘wellness’ to the workplace
Featured supplier news
Featured supplier: Training provider explains how a partnership with Fisikal transformed their business
Drummond Health & Fitness Education Academy has been providing quality health and fitness training and education for more than 35 years.
Opinion
promotion
The modern training gym champions functional fitness in a small group personal training model, with a premium service experience at its heart
Opinion: Overcome membership attrition with this surprising new industry trend: the modern training gym
Video Gallery
Temple Gym - Nautilus Equipment
Core Health & Fitness
Temple Gym - Nautilus Equipment Read more
More videos:
Company profiles
Company profile: Wattbike
Wattbike is the creator of the world’s most advanced and innovative indoor bikes, developed in ...
Company profiles
Company profile: Physical Company Ltd
Physical Company provides specialist fitness solutions. This includes equipment, flooring, gym design, programming and training ...
Catalogue Gallery
Click on a catalogue to view it online
Directory
Hydrotherapy / spa fragrances
Kemitron GmbH: Hydrotherapy / spa fragrances
Gym flooring
REGUPOL/Berleburger Schaumstoffwerk (BSW): Gym flooring
Flooring
Total Vibration Solutions / TVS Sports Surfaces: Flooring
Exercise equipment
Star Trac / Core Health & Fitness: Exercise equipment
Direct debit solutions
Debit Finance Collections: Direct debit solutions
Spa software
SpaBooker: Spa software
Whole body cryotherapy
Zimmer MedizinSysteme GmbH / icelab: Whole body cryotherapy
Trade associations
International SPA Association - iSPA: Trade associations
Skincare
Sothys: Skincare
Locking solutions
Monster Padlocks: Locking solutions
Property & Tenders
Greywell, Hampshire
Barnsgrove Health and Wellness Club
Property & Tenders
Derby City Council
Property & Tenders
Diary dates
26-29 Mar 2020
The Winter Gardens Blackpool, Blackpool , United Kingdom
Diary dates
27-29 Mar 2020
TeatroGoya Multiespacio, Madrid, Spain
Diary dates
19-24 Apr 2020
tbc, Beijing, China
Diary dates
04 Jun 2020
Marriott Forest of Arden Hotel & Country Club, Birmingham, United Kingdom
Diary dates
13 Jun 2020
Worldwide, Various,
Diary dates
17-18 Jun 2020
ExCeL London, London, United Kingdom
Diary dates
06-07 Jul 2020
Eastwood Hall, Nottingham, United Kingdom
Diary dates
21-24 Sep 2020
Loews Coronado Bay Resort, Coronado, United States
Diary dates
17-23 Oct 2020
Pinggu, Beijing, China
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
Joe Wicks, the personal trainer who has become a global star thanks to his daily ...
Latest News
Physical activity sector bodies have welcomed the government's measures to help the UK's self-employed workers ...
Latest News
Hollywood star Chris Hemsworth is making his online fitness programme Centrfit available for free for ...
Latest News
American Council on Exercise (ACE) has urged US policymakers to not leave the fitness sector's ...
Latest News
Humphrey Cobbold, CEO of Pure Gym, appeared on BBC Question Time last night (26 March ...
Latest News
A new national campaign has been launched to encourage people to stay physically active at ...
Latest News
ClassPass will begin offering its partners the opportunity to live-stream classes through its app and ...
Latest News
Gym operators are pivoting to digital in a stampede to engage with members during the ...
Latest News
Leading organisations in the physical activity sector have urged chancellor Rishi Sunak to provide urgent ...
Latest News
Fitness giant Technogym will enable club operators to offer at-home training and coaching services to ...
Latest News
Be Military Fit with Bear Grylls (BMF) will activate its network of ex-armed forces personnel ...
Job search
POST YOUR JOB
Featured supplier news
Featured supplier: FORA works with Power Plate to raise awareness of sitting disease through movement and vibration
With office workers spending over eight hours per day sitting at their desks, and one in six affected by mental health issues every year, it is no surprise that businesses are looking to introduce ‘wellness’ to the workplace
Featured supplier news
Featured supplier: Training provider explains how a partnership with Fisikal transformed their business
Drummond Health & Fitness Education Academy has been providing quality health and fitness training and education for more than 35 years.
Opinion
promotion
The modern training gym champions functional fitness in a small group personal training model, with a premium service experience at its heart
Opinion: Overcome membership attrition with this surprising new industry trend: the modern training gym
Video Gallery
Temple Gym - Nautilus Equipment
Core Health & Fitness
Temple Gym - Nautilus Equipment Read more
More videos:
Company profiles
Company profile: Wattbike
Wattbike is the creator of the world’s most advanced and innovative indoor bikes, developed in ...
Company profiles
Company profile: Physical Company Ltd
Physical Company provides specialist fitness solutions. This includes equipment, flooring, gym design, programming and training ...
Catalogue Gallery
Click on a catalogue to view it online
Directory
Hydrotherapy / spa fragrances
Kemitron GmbH: Hydrotherapy / spa fragrances
Gym flooring
REGUPOL/Berleburger Schaumstoffwerk (BSW): Gym flooring
Flooring
Total Vibration Solutions / TVS Sports Surfaces: Flooring
Exercise equipment
Star Trac / Core Health & Fitness: Exercise equipment
Direct debit solutions
Debit Finance Collections: Direct debit solutions
Spa software
SpaBooker: Spa software
Whole body cryotherapy
Zimmer MedizinSysteme GmbH / icelab: Whole body cryotherapy
Trade associations
International SPA Association - iSPA: Trade associations
Skincare
Sothys: Skincare
Locking solutions
Monster Padlocks: Locking solutions
Property & Tenders
Greywell, Hampshire
Barnsgrove Health and Wellness Club
Property & Tenders
Derby City Council
Property & Tenders
Diary dates
26-29 Mar 2020
The Winter Gardens Blackpool, Blackpool , United Kingdom
Diary dates
27-29 Mar 2020
TeatroGoya Multiespacio, Madrid, Spain
Diary dates
19-24 Apr 2020
tbc, Beijing, China
Diary dates
04 Jun 2020
Marriott Forest of Arden Hotel & Country Club, Birmingham, United Kingdom
Diary dates
13 Jun 2020
Worldwide, Various,
Diary dates
17-18 Jun 2020
ExCeL London, London, United Kingdom
Diary dates
06-07 Jul 2020
Eastwood Hall, Nottingham, United Kingdom
Diary dates
21-24 Sep 2020
Loews Coronado Bay Resort, Coronado, United States
Diary dates
17-23 Oct 2020
Pinggu, Beijing, China
Diary dates
30-31 Oct 2020
NEC, Birmingham, United Kingdom
Diary dates
27-28 Nov 2020
Athena, Leicester, United Kingdom
Diary dates
Search news, features & products:
Find a supplier:
The Leisure Media Company Ltd
The Leisure Media Company Ltd