ANGUSalive, the culture, sport and leisure trust for the county of Angus, is working with Legend Club Management Systems to implement a single, integrated management solution that will enable an enhanced customer experience and a progressive streamlined customer journey.

The adoption of Legend’s hosted ‘One System, One Solution’ is the first step in the modernisation and ongoing improvement of ANGUSalive’s customer services. Legend will seamlessly and cost-effectively bring together all the trust’s customer touchpoints for improved management control, greater business efficiency and will enable better management reporting. The installation of Legend will also facilitate the delivery of an enhanced, modern customer experience through new online bookings and self-service capabilities.

Since its inception in December 2015, ANGUSalive offers residents and visitors to Angus a wealth of services and seeks to inspire healthy, active and creative lifestyle choices. With a portfolio of 23 operating sites, the trust focuses on five service areas which form the culture, sport and leisure offering and include: Libraries; Museums, Galleries & Archives; Sport & Leisure; Countryside Adventure; and The Webster Memorial Theatre & Venues. ANGUSalive was looking for a single integrated solution that would enable it to improve its customer journey by increasing online and self-service functionality for customers, replacing disparate legacy systems and processes and to enable a central touchpoint customer database.

Iain Stevens, Senior Manager, Business Management & Development at ANGUSalive, explains, “When ANGUSalive took over the management of the culture, sport and leisure services in Angus, it presented an opportunity to review systems across the board – from both an operational and customer experience perspective.”

“We readily identified, through a series of staff engagement workshops, that there was a strong business case for functionality such as online booking of sports centre classes and a functional till system across all our facilities, but also an improved, streamlined management system that would enable both process improvements and fundamentally, allow us to put the customer at the heart of our services.”

ANGUSalive went out to tender in May 2017 to identify a technology partner who could bring together the trust’s disparate information systems and processes – which ranged from paper-based to an incumbent leisure management system – and provide a single touchpoint solution for online bookings. The trust also sought provision of a streamlined all-encompassing database, as well as value-add functionality to improve its marketing and financial management. The final requirement was for the solution to be securely hosted to remove reliance on the Council’s IT service.

Iain comments, “We took demonstrations from all the key providers in the marketplace, but a lot of lights went on when we met Legend. As part of our evaluation process, each tender was scored on a range of criteria including pricing, functionality, breadth of solution, security and future vision. Legend was the unanimous front runner and as a result the tender was awarded to them. We are very excited about the prospect of transforming the way we engage our customers with Legend.”

Legend’s integrated, hosted ‘One System, One Solution’, which is due to go live in December ’17, will allow ANGUSalive staff to streamline the customer experience across its full range of services. Improving ease of access for customers through modern front-of-house processes and online bookings will also enhance the customer journey. Legend’s single, central database will provide better overall management information and reporting, whilst its marketing and invoicing modules and BACS service will also significantly improve operational efficiency.

Sean Maguire, Managing Director, Legend Club Management Software, concludes: “We are delighted to have won this highly competitive, rigorously assessed tender and are pleased to welcome ANGUSalive to the Legend Family. Legend is looking forward to helping the trust achieve its vision for a streamlined customer journey and a modernised experience.”