mplsystems CUSTOMER SERVICE CRM for world fitness club
Categories
Description
UNIFIED AGENT DESKTOP EMPOWERS FITNESS FIRST AGENTS TO RESOLVE CUSTOMER QUERIES FIRST TIME
Fitness First started as a single health and fitness club in Bournemouth in 1993. It has since grown to become one of the world’s largest gym, health and fitness club groups with over 1 million members, more than 380 Fitness First clubs across 16 different countries and 85 clubs in the UK.
Fitness First’s UK contact centre operation offers an essential first point of contact for customers looking to join up, change their membership details, renew contracts, as well as for general enquiries. In addition to handling inbound calls, Fitness First agents also conduct outbound programmes to support member retention as well as using email, mailings and social media campaigns.
Fitness First was keen to improve customer contact performance, however the combination of its legacy call delivery system and CRM-based member management system made it hard for agents to gain access to the information they needed.
“While we held all the necessary information in-house, it was really hard for our agents to get hold of a customer’s details during a call, due to the lack of integration between our systems,” commented Fitness First’s Performance Manager, Emma Stark. “This had an inevitable impact on first contact resolution and overall levels of customer satisfaction.”
Business Benefits
- Eliminated repeat calls
- Massive increase in First Contact Resolution
- Reduction in FTE through desktop efficiency
- Agents free to spend more time on complex issues
Details
Problems
Decentralized IT systems
No unified address book
No unified email system
Low quality of customer service
No automated business processes
High costs of routine operations
Low quality of customer support
Customer attrition
Failure to attract new customers
Business tasks
Reduce Costs
Improve Customer Service
Increase Customer Base