The Green Gym Group – an innovative independent operator – was established to help people take care of their health without harming the planet.
The gym was using on-premises gym management software and a separate membership payments platform, however, this made running the business tough and didn’t optimise opportunities or deliver the highest levels of customer support.
Time-consuming inconsistencies
The owner-operated business would see different data in each system, which caused confusion over who had and hadn’t paid, for example, and this led to time being spent investigating what was going on and often meant a poor experience for the member.
“As a small, independent, affordable gym, it’s really important to us that members meet their financial obligations,” says Andy Little, MD at Green Gym Group. “Members would call up to cancel and the payments portal would say that they hadn’t paid for previous months, yet they would tell me they’d paid, so I’d have to spend time phoning up the payments provider to clarify.”
Accurate information
Ready for a change, the Green Gym Group switched to Xplor Gym in April 2023. With embedded membership payments, the software gives accurate, timely information.
“Xplor Gym gives me the data I need as a gym owner to understand how my business is performing,” says Little. “As well as reliably showing when members have paid, I can see if a Direct Debit fails and can also use the email and SMS automation tools to let those who’ve stopped paying before their membership has ended know and explain what to do next.
“This makes it easier to provide a positive experience without needing to charge for failed payments. It’s better to leave a good impression when a member chooses to leave as they’re more likely to return in the future, creating a trustworthy business within the community.”
Since switching to Xplor Gym, the business has consistently achieved an 88-90 per cent collection rate.
Supportive partner
The Green Gym Group has also found the support available incredibly valuable.
Little shares: “Members of the Xplor Gym support team help answer the questions I have fast. As a gym owner, time management is crucial to my success, so being able to ping over an email to a responsive team is invaluable.
The level of support I get from Xplor Gym is what customer service is all about. It’s what I strive to deliver to my members. This is testament to the effort the support team goes to.”
More: www.xplorgym.co.uk
