Wigan Council Case Study

In April 2021, Wigan Council brought its leisure services back in-house and created the Be Well service, this marked an opportunity for Wigan to reinvent its service delivery with a digital-first, consumer-centric focus.

Stuart Holden, Be Well Services Manager - Strategy & Innovation, with over 22 years in Wigan’s leisure sector, led the charge to modernise Wigan’s services. Partnering with Gladstone, Wigan adopted a comprehensive cloud-native suite—including Gladstone 360 for operators and GladstoneGo for consumers—equipping them with the tools needed for a seamless, efficient, and accessible service.

The Solution

Working closely with Gladstone, Wigan’s Be Well team launched the entire Gladstone solution, including multiple integrations from the Gladstone Marketplace, in one go. Stuart noted, “Gladstone’s support during our soft launch was invaluable and going live with the complete suite enabled a smooth transition for our team and members alike.”

With Gladstone 360, Wigan has centralised its operations—managing membership renewals, class bookings, and facility access through a single platform. GladstoneGo empowers customers, providing them with convenient mobile access for bookings and payments. The suite's reporting, payment processing, and analytics capabilities offers a robust framework, enhanced by additional functionality through Gladstone’s Marketplace integrations.

Enhanced Customer Journey

GladstoneGo provides members with round-the-clock access to join, book and manage their activity via the user-friendly interface including the added benefits of the mobile app.

Integrated Control

Gladstone 360 enables Wigan to manage everything from class scheduling to facility usage seamlessly, creating a centralised and data-driven approach to resource allocation and customer engagement.

High Uptake and Smooth Transition

Launching with the full product suite and integrations at the same time allowed for a seamless transition, with a strong consumer adoption.

Data-Driven Decision Making

Real-time data insights allow Wigan to understand usage patterns and member preferences, helping optimise resource allocation and improve customer satisfaction.

Future-Ready Integrations

By integrating with Gladstone’s Marketplace partners, Wigan ensures that their system is adaptable and scalable, ready to meet future needs.

Improved Staff Productivity

Gladstone 360’s streamlined processes are reducing admin tasks, enabling staff to focus on members. Automated scheduling and reporting is improving efficiency and morale.

Wigan Council’s Be Well Service is a comprehensive health and wellness initiative managing seven leisure centres across the Wigan borough alongside Parks , outdoor adventure centres and extensive Wellbeing and Health improvement services.

The service offers modern facilities, including gyms, swimming pools, fitness classes, and outdoor spaces, supported by various membership options to encourage accessibility. Dedicated to inclusivity and community health, Be Well also delivers targeted programmes for schools, sports teams, and individuals with specific health needs.

As part of Wigan Council’s new era strategic direction, transforming through technology and addressing health inequalities is of primary concern. Be Well prioritises a digital-first approach to enhance customer experiences through online booking, self-service options, and seamless mobile app integration. By embracing innovation, Be Well ensures its services remain accessible, user-focused, and aligned with the council’s wider health and wellbeing goals.