Case Study

Wellington College Leisure Mobile App

Improving Customers Digital Experience

Wellington College Health & Fitness recognised the need to improve their customers' digital experience. Members were required to book fitness classes via reception, resulting in queues at peak times. They also had to use membership cards to enter the centre which were often lost or forgotten. Looking to address these issues, they brought in online bookings and facial recognition gates. 

“Now we are online, we can see exactly what classes members are booking and what the demand is”
Reception Manager

Wellington Health & Fitness

"It used to be that we only had booking sheets. We didn’t have a Back Office Membership System"
Commercial Director

Wellington College Enterprises

Challenge

Staff recognised the need to alleviate queues at reception caused by members waiting to book classes or access the centre. Complicated booking sheets meant that time was spent co-ordinating classes rather than improving their customers experience. Using the mobile app, members were able to book classes instantly. Facial recognition access control meant that membership cards were no longer being lost or forgotten and that members could access the centre immediately.

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Solution

Watch - 4mins

 

"Over the last 9/10 years we have developed much more efficient operations, wider programmes and improved customer delivery & service"
Commercial Director

Wellington College Enterprises

"40% of our bookings are done online. We've had over 5000 downloads of the app since it's been launched. The app accounts for 80% of our online bookings"
Commercial Director

Wellington College Enterprises

Results & Improvements

By embracing digital technology, Wellington Health & Leisure Club have improved their booking system and customers' digital experience. The introduction of online bookings, the app and facial recognition resulted in:

  • Improved customer satisfaction as members can now book classes within seconds.
  • Improved communication as Wellington can use the app to send out instant notifications. 
  • Over 5000 downloads of the mobile app since it was launched.
  • 80% increase in online bookings.

DISCOVER DIGITAL TRANSFORMATION

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Company Profile

Wellington Health & Fitness Club is a dual use leisure facility that is set within Wellington College Estate. It offers fitness classes, gym, swimming, tennis and much more!

Visit Wellington Health & Fitness website.

600+ Members

50% Members Aged 50+