Barnsley Premier Leisure (BPL) is a not-for-profit social enterprise and charitable company that was established in July 1999, seeking to provide affordable, value for money health, sport and leisure facilities and activities.
They operate a diverse portfolio of sports and leisure facilities across Barnsley, Bassetlaw, Mansfield and Pontefract. Their 22 venues include multi use leisure centres, public golf courses, school out-of-hours amenities, and standalone health and fitness facilities.
BPL were looking for a membership management solution that could deliver a simplified member joining process, a robust debt recovery process, better management reports and support for both our staff and our members. Essentially, a solution that gave a much friendlier customer approach.
“We really wanted to select a partner who understands our challenges and would be able to support the developments we wanted to make to our customer journey,” says Rachel Rinkcavage, Corporate Sales Manager.
Rachel continues, “The SNAP online joining product has given our members the ability to be able to join at a time and place that is convenient for them. We have seen a positive response to the new sign-up process from both our staff and our customers.”
BPL have the standard online signup portal, SNAP, which is hosted by Harlands and is configured to match BPL’s fitness brand Fitness Flex. The portal is fully PCI compliant, verifies bank details before setting up the Direct Debit, is available to customers from
their smartphone and is integrated to BPL’s leisure management system provided by XN Leisure.
Rachel comments, “We have seen direct sales from our website and social media increase. Because the portal is web-hosted it means our outreach teams can immediately sign up members from wherever they happen to be.
“Our staff are now more confident enough to complete sales and the service means they can refer confrontational conversations to the Harlands customer service centre. This makes our customer experience much better and ensures the terms of our agreements are met.”
BPL also benefit from a fully account managed service including credit control, debt recovery and prospect management.
Corporate Sales Manager, BPL
Rachel has worked for BPL for seven years and is currently responsible for branding, sales, the contact centre and projects. She has over 20 years’ experience in leisure from lifeguard to facility manager and has a real passion for developing customer experience.
To find out more about how working with Harlands could benefit your Leisure trust, please contact 01444 449 157 or submit an enquiry