GET HCM
magazine
Sign up for the FREE digital edition of HCM magazine and also get the HCM ezine and breaking news email alerts.
Not right now, thanksclose this window
Premier Software Solutions
Premier Software Solutions
Premier Software Solutions
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

Sign up here to get HCM's weekly ezine and every issue of HCM magazine free on digital.
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
https://www.leisureopportunities.co.uk/images/imagesX/522296_390644.jpg
Inspiring better health and wellbeing for Suffolk communities
Karen Points, strategic director, Abbeycroft Leisure,Legend, Abbeycroft Leisure,
People
We have a period of lead generation before we allow anyone to join. We build the excitement up to a specific launch time and date, much like the ticketing model for concerts
People
I invite every organisation to become part of our consultation on workplace wellbeing, active ageing and long-term health conditions
People
Overall, it’s about creating something a little less efficient, a little more fun. Somewhere you can lose yourself for a couple of hours
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
Supplier showcase
Sporteve has enhanced its in-club digital experience by working with Funxtion to install multiscreens to power the member experience
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
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
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
feature
Wattbike’s lead sport scientist Eddie Fletcher discusses the importance of health assessments, changes in consumer behaviour post-lockdown and the latest UK government strategy
Features
Supplier showcase
Prestigious estate, Stoke Park, has invested in a new fitness technology upgrade by Matrix
Features
Latest News
Chancellor Rishi Sunak's proposals to support the economy through the next six months of the ...
Latest News
The UK government's 'Rule of Six' has come into force in physical activity facilities today ...
Latest News
The UK's physical activity sector has come together to get millions of people active during ...
Latest News
A study by Rutgers University has suggested that it could be possible to predict which ...
Latest News
Health club and gyms operators in California are suing state governor Gavin Newsom in an ...
Latest News
The Global Wellness Summit (GWS) has announced the appointment of C. Victor Brick, CEO of ...
Latest News
More than 100 sport and physical activity bodies have sent a letter to UK Prime ...
Latest News
Gyms in the UK are continuing to successfully control COVID-19 transmisssion, according to the latest ...
Opinion
promotion
The pandemic has thrown a new focus on health, with sales of body composition analysis equipment at an all-time high, as InBody’s Francesca Cooper explains.
Opinion: Gyms add body composition analysis and health screening to their offering following pandemic
Featured supplier news
Featured supplier: Speedflex develops new personalised HIIT programme to support the overweight getting into fitness
As the government announced its new obesity strategy to limit the impact of a potential second wave of COVID-19, HIIT specialists, Speedflex are also doing their bit to help tackle the issue.
Featured supplier news
Featured supplier: Carbon Trainer raises the bar in strength training with next-generation AI Fitness Mirror
Carbon, creators of the first AI-powered at-home fitness mirror that tracks workouts announces the launch of Carbon Trainer.
Video Gallery
Freemotion FUSION Team Training
FreeMotion Fitness
The High-Intensity Cardio-Strength Training. Read more
More videos:
Company profiles
Company profile: Matrix Fitness
At Matrix Fitness, our goal is to make innovative commercial fitness equipment that stands out ...
Company profiles
Company profile: FunXtion International BV
Unlock your club’s digital potential with the FunXtion Platform. Deliver engaging and immersive digital fitness ...
Catalogue Gallery
Click on a catalogue to view it online
Directory
Fitness equipment
TRX Training: Fitness equipment
Locking solutions
Monster Padlocks: Locking solutions
Skincare
Comfort Zone - Davines S.p.A: Skincare
Whole body cryotherapy
Art of Cryo: Whole body cryotherapy
Hydrotherapy / spa fragrances
Kemitron GmbH: Hydrotherapy / spa fragrances
Fitness software
Go Do.Fitness: Fitness software
Software
Volution.fit: Software
Design consultants
Zynk Design Consultants: Design consultants
Trade associations
International SPA Association - iSPA: Trade associations
Management software
fibodo Limited: Management software
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
07 Oct 2020
Online, Singapore, Singapore
Diary dates
17-23 Oct 2020
Pinggu, Beijing, China
Diary dates
03-06 Nov 2020
Online,
Diary dates
17 Nov 2020
Loughborough University, Loughborough, United Kingdom
Diary dates
27-28 Nov 2020
Athena, Leicester, United Kingdom
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

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

Sign up here to get HCM's weekly ezine and every issue of HCM magazine free on digital.
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
https://www.leisureopportunities.co.uk/images/imagesX/522296_390644.jpg
Inspiring better health and wellbeing for Suffolk communities
Karen Points, strategic director, Abbeycroft Leisure,Legend, Abbeycroft Leisure,
Latest News
Chancellor Rishi Sunak's proposals to support the economy through the next six months of the ...
Latest News
The UK government's 'Rule of Six' has come into force in physical activity facilities today ...
Latest News
The UK's physical activity sector has come together to get millions of people active during ...
Latest News
A study by Rutgers University has suggested that it could be possible to predict which ...
Latest News
Health club and gyms operators in California are suing state governor Gavin Newsom in an ...
Latest News
The Global Wellness Summit (GWS) has announced the appointment of C. Victor Brick, CEO of ...
Latest News
More than 100 sport and physical activity bodies have sent a letter to UK Prime ...
Latest News
Gyms in the UK are continuing to successfully control COVID-19 transmisssion, according to the latest ...
Latest News
Electronics giant LG has entered the fitness and wellness market with the launch of a ...
Latest News
Exercise has been voted the number one way the public can help the NHS – ...
Latest News
Hundreds of thousands of small companies in the UK – including those operating in fitness ...
Opinion
promotion
The pandemic has thrown a new focus on health, with sales of body composition analysis equipment at an all-time high, as InBody’s Francesca Cooper explains.
Opinion: Gyms add body composition analysis and health screening to their offering following pandemic
Featured supplier news
Featured supplier: Speedflex develops new personalised HIIT programme to support the overweight getting into fitness
As the government announced its new obesity strategy to limit the impact of a potential second wave of COVID-19, HIIT specialists, Speedflex are also doing their bit to help tackle the issue.
Featured supplier news
Featured supplier: Carbon Trainer raises the bar in strength training with next-generation AI Fitness Mirror
Carbon, creators of the first AI-powered at-home fitness mirror that tracks workouts announces the launch of Carbon Trainer.
Video Gallery
Freemotion FUSION Team Training
FreeMotion Fitness
The High-Intensity Cardio-Strength Training. Read more
More videos:
Company profiles
Company profile: Matrix Fitness
At Matrix Fitness, our goal is to make innovative commercial fitness equipment that stands out ...
Company profiles
Company profile: FunXtion International BV
Unlock your club’s digital potential with the FunXtion Platform. Deliver engaging and immersive digital fitness ...
Catalogue Gallery
Click on a catalogue to view it online
Directory
Fitness equipment
TRX Training: Fitness equipment
Locking solutions
Monster Padlocks: Locking solutions
Skincare
Comfort Zone - Davines S.p.A: Skincare
Whole body cryotherapy
Art of Cryo: Whole body cryotherapy
Hydrotherapy / spa fragrances
Kemitron GmbH: Hydrotherapy / spa fragrances
Fitness software
Go Do.Fitness: Fitness software
Software
Volution.fit: Software
Design consultants
Zynk Design Consultants: Design consultants
Trade associations
International SPA Association - iSPA: Trade associations
Management software
fibodo Limited: Management software
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
07 Oct 2020
Online, Singapore, Singapore
Diary dates
17-23 Oct 2020
Pinggu, Beijing, China
Diary dates
03-06 Nov 2020
Online,
Diary dates
17 Nov 2020
Loughborough University, Loughborough, United Kingdom
Diary dates
27-28 Nov 2020
Athena, Leicester, United Kingdom
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
Search news, features & products:
Find a supplier:
Premier Software Solutions
Premier Software Solutions