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Case Study

Edinburgh Leisure Masters Self-Service

Streamlined Customer Experience

This case study explores how Edinburgh Leisure have integrated their Gladstone Leisure Management System with access control gates and RFID technology. Find out why and how they made the change. 

"Our goal at Edinburgh Leisure was to improve our customer service and remove queues at our busiest times and allow customers to self-serve as much as possible"
Stuart Fairburn

Head of IT at Edinburgh Leisure

Challenge

It was clear that Edinburgh Leisure had that special something that kept users coming back again and again. But how could they go one step further and improve their customer experience even more? Taking a closer look, it became clear that there was a great opportunity to streamline their customer journey further and provide a frictionless experience from the moment users stepped through their doors.

Solution

It was time for a digital transformation. As users of Gladstone’s leisure management system (LMS), Edinburgh Leisure needed a solution that integrated with this, whilst only granting access to members or PAYG users and removing the bottlenecks that occur as people queue up for reception. Focusing on 23 sites, we worked closely with our partners Alternative Systems Protection to deliver an integrated digital solution to fit Edinburgh Leisure’s bespoke needs. By integrating the Gladstone LMS with Integrated Design Limited’s Fastlane access control gates and our RFID technology, Edinburgh Leisure could ensure that their customers were getting the best experience possible.

Members can simply scan in through the gates using their RFID wristbands and PAYG users can scan in using a barcode printed from the self-service kiosks. Bookings can be made online before arrival at the centres via the Gladstone booking system. The RFID technology Gladstone uses in the member wristbands also integrates with Edinburgh Leisure’s gym equipment to create an entirely contactless experience for users. They can link to apps of their choice such as MyFitnessPal so they can log their workouts in one convenient place.

"Our RFID technology allows users to have a completely seamless user experience from the moment they walk through the doors to the moment they leave"
Gordon Watson

ID Services Manager, Gladstone

"The collaborative partnership and the resulting improvements involving facilities access controls together with RFID means that operators can realise the potential for digital transformation throughout the entire member journey"
Stuart Melville

Account Manager, Gladstone

Results & Improvements

In Stuart Fairburn’s words, the integration with the Gladstone system ‘not only allows us to capture important usage information that we use to continually improve our overall offering and programme, it also allows us to protect our revenues by stopping customers who may have missed a membership payment’.

This project illustrates how Gladstone’s leisure management system can be integrated with our partners’ access solutions and RFID to create a streamlined self-service user experience, whilst improving data collection and friction-free member management.

It’s great to see how Edinburgh Leisure are using this integrated solution to better serve their customers and improve member management in-centre. Please get in touch if you’d like to learn more about transforming your member journey.

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Company Profile

Dedicated to helping people get active and stay active, Edinburgh Leisure serves the community across the Edinburgh area. With 50 venues and an impressive annual footfall of over 50 million customers.

50 Venues

50 million+ Annual customer football