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Nubody's Fitness Centres Inc.

Member Relationship Management and Sales Automation System

Customer Profile

Nubody's, the fitness club leader in Atlantic Canada, has been helping over 30,000 members live an active and healthy lifestyle since 1983. Nubody's offers a wide variety of programs and services to help clients reach their fitness goals. For example, each membership includes over 25 group fitness classes at no extra charge. The Personal Fitness Coaching program and the experienced certified personal trainers are known to inspire and support their clients through a personalized plan designed to provide results. Nubody's has many enthusiastic personal trainers who specialize in a wide variety of areas including weight loss, rehabilitation, nutrition, heart disease, hypertension, diabetes, sport specific training, motivation, and general health.

Business Situation

Personal coaches at Nubody's are expected to set up short and long term goals for clients and continuously fine-tune programs to match their clients changing needs. Furthermore, their personal coaches must ensure clients receive the nutritional and dietary counselling necessary to reach certain goals. Not only does Nubody's have numerous individual and family clients, it also has many corporate clients who provide their staff with Nubody's memberships as a perk. These corporate wellness participants include Eastlink, Halifax Port Authority, Irving Oil Company, and Pete's Frootique. With a large and growing client base, tracking member activity and meeting individual member needs has become an overwhelming task. Its old method of handling member relationships was time consuming, unresponsive to specific needs and not consistent between facilities. It also had no way of linking one facility to another. Nubody's needed a better way of managing and tracking sales, maintaining schedules, tracking inventory, and producing demographic reports.

Solution

Nubody's decided to adopt a standardized way to handle their customer relationship and sales management needs. Nicom was chosen to develop this customized system which is accessed by 23 clubs across Atlantic Canada. It was imperative that the system be cost effective, simple to use, reliable, and secure. The application Nicom developed is a web based system written in ASP.NET accompanied by a backend SQL Server database. The database maintains member personal information, member visits, and member contracts. The new system also has a Point of Sale (POS) module that is used for sales such as training sessions and new memberships. It also contains scheduling functionality used for the personal fitness counsellors, trainers, and employees to maintain their work schedule/appointments throughout the day. The application also has an inventory tracking system for products/services that Nubody's makes available to its clients. Furthermore, the system contains many preformatted reports and allows for staff to create their own reports. Recently, Nicom added an external daily process which sends out automated e-mail based on predetermined criteria. Since its implementation, Nicom has maintained quality assurance and implemented various enhancements.

Nubody's Fitness Centre's custom-built Customer Relationship Management System

Benefits

The new system helps Nubody's build strong relationships with customers by measuring key performance indicators collected by the software about customer lifecycle behaviour. Now, many routine tasks, such as creating reports, writing proposals or producing e-mail campaigns, have become automated. Streamlining these processes has enabled Nubody's to maximize productivity and increase capacity by better managing sales opportunities. Nubody's is now able to save time by quickly responding to new leads and by utilizing the new appointment and scheduling system. The system is integrated among all the clubs and departments involved in customer service management in order to strengthen the lines of communication. Furthermore, the member relationship and sales automation system allows for flexible reports and queries, painless inclusion of new facilities, and the ability to support future member-oriented applications. By allowing Nubody's staff to use their time more efficiently and effectively, they have increased customer satisfaction and added to their competitive advantage.

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