York Sport Case Study Feature Images

York Sport signs long-term deal

Opened in 2012 York Sport Village is a £9 million sports facility situated on the University of York’s Heslington East Campus. This extension of the University’s first-class sports provision features a competition-standard, eight lane, 25 metre pool; learner pool, full size 3G Astroturf pitch and three five-a-side pitches. Indoor facilities include a 100-station computerised fitness suite, floor space for classes such as spinning and yoga; three specialist treatment rooms, sauna and steam rooms and a cafeteria.

Used by students, faculty staff and the wider community it is very much a fitness hub for its members. Harlands have been a long-term partner of York Sport processing DD payments for members since it opened, providing a full service including customer service centre, credit control on memberships, on-line joining and integration with York Sport’s CRM, XN Leisure.

Richard Orr, Business Manager says, “This year York Sport Village has signed a long-term agreement with Harlands Group. We have already been with them for 5 years and our membership has grown in this time. As well as providing us with a payment solution that suits our customer’s needs, Harlands provide administrative support that would be difficult for us to have in place.”

York Sport Village has an influx of students joining in September each year, and although a third of these may end the following May/June most look to freeze their membership as they go away for the summer. In addition, there are freezes for Christmas and Easter and this can cause an administrative nightmare.

Richard continues, “When a member joins through SNAP they are immediately pushed through to our XN Leisure database. If a member wishes to cancel or freeze they contact Harlands directly and the Member Services Team handle it all for us. Again the update is made to XN Leisure automatically meaning we do not have to invest in additional staff at certain times of year to deal with the extra work. Harlands just do it for us, and we concentrate on the customer experience on site.”

All York Sport Village memberships are processed by Harlands including fitness, swimming lessons, tennis and cycling.

Richard concludes, “We have a dedicated Account Manager who deals with any of my questions, changes to SNAP or price increases. They provide me with the reports I need. It takes away the strain and we are pleased to continue our relationship with Harlands.”