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Neil Johnston, Head of Finance and Administration, Inverness Leisure
"It was to stay in tune with our customer needs and expectations that we launched Gladstone’s online booking system, Connect.
As Gladstone customers for 14 years, we already use Plus2 software for member management, Learn2 for course management and Kiosk self-service units, so introducing Connect was a natural step. Getting the system up and running was extremely straightforward, we’ve been advertising it on our website since the end of last year and we’re very pleased with the response. Around 4,000 of our 15,000 or so members take classes, and a third of these are now booking online, either at home or using iPads provided in our reception area – and we expect this figure to grow as more people become aware of the service.
As well as being much easier and less time-consuming for our customers, Connect has also freed up staff time, allowing our receptionists to give more attention to customer care and other duties as they spend less time taking bookings. At the moment the system only covers classes booked by our members, but we would consider extending it to activities as well.
We’re now looking at both MobilePro, Gladstone’s smart phone app – which we would expect to boost our online booking numbers even further – and Join@Home, its online joining system. Like Connect, we believe these products could not only help us to meet our customers’ expectations, but also have the potential to save significant staff time.
Aside from reducing staff workload, the other major benefit of MobilePro has been customer satisfaction. The booking figures speak for themselves, and feedback shows that people are finding the information we share on the app useful, simple and easy to find. We can now reach our customers directly rather than having to rely on them opening an email: it makes us part of their lives."
As a customer of Gladstone for 14 years Active Inverness also uses:-