In our tech-driven world, where personalisation and a focus on customer experience is vital to success, industry professionals share their insights following the adoption of Technogym's mywellness cloud.
We explore how it's revolutionised their customer brand experience, as well as supporting their operations team in driving sales, creating meaningful interactions with customers and improving retention.
mywellness cloud has become the market leader for connected wellness and today powers 14,000 connected fitness and wellness facilities around the world, with more than 10 million users.
Beyond Programming
Before prescribing exercise, you need to understand your customer. Whether that’s by profiling them, providing bespoke questionnaires or understanding the physical make-up of their body.
mywellness cloud provides the insights, allowing you to take action on everything from pre-exercise assessments to lifestyle programming and group exercise.
Craig Tanner, mywellness facility leader at YMCA, says: “We're now fully digital and use very little paperwork, thanks to mywellness cloud and its custom questionnaires. This not only saves paper and supports our corporate eco-vision, but also means data is collated in one place, helping us comply with GDPR.
"Furthermore this means our custom health questionnaires and PAR-Qs are continuously accessible, supporting our team with prompts in the pre-programming phase and beyond, should there be anything we need to be aware of.”
When choosing a digital solution for a facility, a focus on the customer experience is essential and should form the basis of your planning and implementation. Tim Benjamin, CEO and founder of Fitness Space explains, saying: “When we began our journey, we needed a platform that encapsulated digital lifestyle programming, enabled member/coach contact, intelligently captured data indoors and outdoors, and integrated with software and devices.
"Importantly, it had to be scalable, because we had plans to grow – and fast. For me, mywellness cloud was the only option for Fitness Space.
"The solution is very malleable, and we’ve made the platform our own by mapping it so mywellness powers both the member journey and the service model we deliver.
"Due to the nature of our model, we need to be able to support our fitness coaches to maximise their time effectively and provide a high level of engagement with members. mywellness cloud enables the team to quickly, simply and effectively interact with members in and out of our studios. Whether that’s reviewing their physical activity and body measurement results, assigning or amending a workout or communicating with them – all of which can simply be done in minutes.
"Over the past three to four years, the market has become very competitive from a technology supplier perspective but, for me, the entire member-centric approach mywellness cloud provides is second to none and is underpinned by our obsession with customer service. "Our partnership with Technogym and the implementation of mywellness cloud has supported us by significantly enhancing the service offering and customer experience,” said Benjamin.
The mywellness app is adaptable to your offering. It's content-rich, simple to use and best of all, it’s yours, with your brand, look and feel and tone of voice.
“The Fitness Space app, powered by mywellness cloud, completes the loop from a branding perspective," continues Benjamin. "The app is ours and we control the customer experience. Having our own app was vital, because it provides the stamp of quality assurance our customers expect from our brand.”
Bookings and beyond
Celtic Manor was one of the first facilities in the UK to take advantage of a mywellness cloud update, allowing bookings for group classes and personal training sessions to be managed seamlessly.
“Celtic Manor Resort prides itself on providing the elevated level of service befitting such an esteemed location,” said Gareth Grant, assistant club manager. “Delivering a seamless class booking experience was a service we felt we must provide for our customers.
"Having recently changed our booking system to mywellness cloud, we’ve seen a significant increase in participant numbers and it has really taken the pressure off our reception team,” he said.
Group training
Tracking data in real-time is becoming increasingly important across many areas of the sector, offering coaches and personal trainers the perfect tool to motivate, guide and support members.
Tim Benjamin's Fitness Space was an early adopter of TEAMBEATSTM – the heart rate driven, instructor-led solution which is part of the mywellness cloud eco-system – as they wanted a solution to support their new Fit Camp product.
This four-week programme offers a progressive approach via daily sessions, five days a week for four weeks.
mywellness cloud enables them to monitor and record progress for participants – a critical need in such a compact and intensive programme.
Benjamin says: “TEAMBEATSTM supports and elevates the member experience, particularly now, as the recent update includes pre-programmed exercises that members can follow before the start of the class and during rest periods.
"This has enabled our fitness coaches to focus solely on the members, instead of wasting time by demonstrating exercises at the beginning and during the class – it's a less prescriptive approach."
Fitness Space APP
“In addition, the Fitness Space app provides great insight into user performance and fitness levels," Benjamin continues. "Data is absolutely key to our model, and for our fitness coaches and members to be able to digest data – to inform and motivate both during and after classes – makes it an extremely powerful addition to the customer experience.
"In a tech-driven world, people want to understand what they've achieved in the time they’ve invested in exercise, and all of this can be viewed on the Fitness Space app, which significantly aids retention and engagement.”
Since 2012, when mywellness cloud was launched, Technogym’s cloud-based solution has had open API architecture, as well as an open approach to working with partners and third parties.
This open API approach is designed to support a seamless customer experience.
Fast forward to the present day and that same ethos remains, with the system boasting integrations with a vast array of booking engines, custom websites, CRM systems and other data platforms – not to mention the vast array of integrations with the most popular consumer wearable devices, fitness and wellbeing applications and professional body analysis devices on the market.
This approach also helps support the seamless, safe transfer of data, ensuring complete compliance with GDPR.
In summary, mywellness cloud enables the following functionality: seamless appointment and class bookings; activity and heart rate results; body measurements; instant coach communication; in-app heart rate training; favourite apps and devices; personalised lifestyle programming; workouts of the day/week/month; challenges, leaderboards and much more.
Open for business
Technogym is here to listen, understand your needs and provide end-to-end tailored solutions. Start the conversation today by booking your digital business check-up with one of our specialists using the contact details below.
