Company Profile
Membership businessFitness operator / 5 nationwide locations
Challenge Summary
Member roster management differed by location, and every plan change or cancellation required going back and forth between paper and Excel. Support staff couldn't pull up member information quickly, and customers were kept waiting.
Key Outcomes
- 12,480Active members
- 94%Retention rate
- 328New this month
Before
The member ledger is scattered across Excel and paper per location. Plan changes and cancellations take time.
After
Member information is managed in one screen. Registration, plans, cancellation, and inquiries are handled on the same ledger.
Situation before deployment
We operate a fitness service at five nationwide locations, with about 12,000 members. Each location had its own member roster, and information was held across three formats: Excel workbooks, paper enrollment forms, and payment management software.
Plan changes, leave-of-absence, and cancellation procedures required faxing paper application forms to headquarters, where staff would update the payment management software. Reflection sometimes took several days, and members often called to check status.
For members moving between locations (relocation, business travel usage, and so on), rosters were held per location, so reconciling information took time. Keeping members waiting during inquiry response became routine and started impacting customer satisfaction.
Background and selection reasons
We compared a membership management SaaS, customization of the existing payment management software, and NocodilySuite. The SaaS was industry-specific with rich features, but customizations were needed for cross-location member movement and our unique leave-of-absence rules. Improvements on the payment software side had unclear cost-effectiveness.
We chose NocodilySuite because member ledger, plan management, enrollment / cancellation, and inquiry history could be assembled on a single platform. We valued the flexibility to configure per-location permissions and unique leave-of-absence and resumption logic through settings.
The PoC focused on one location and validated three features: member search, plan changes, and inquiry history registration. After location staff reviewed the screens, we decided to roll out to all five locations.
Deployment process
Four months in total. Month one covered PoC and member ledger design, months two and three built the screens for member management, plan management, enrollment / cancellation, and inquiry history, and month four migrated data per location and rolled out to all five locations in stages.
There are six plan types: standard, premium, light, corporate, student, and senior, each with different pricing and available services. Plan change history is also traceable on the ledger, keeping past pricing structures consistent.
Location staff were granted permissions for member search, plan changes, and inquiry history; headquarters operations were granted full access. Being able to search members at other locations lets staff respond immediately to cross-location inquiries.
Changes after deployment
For member inquiries, a name search now brings up member info, plan, and past inquiry history in one screen. Response time was cut by 60% on average.
Paper procedures for enrollment, cancellation, and plan changes were reduced by 80%. Location entries reflect immediately on the ledger, greatly reducing headquarters' fax-reception and data-entry work. Lead time to reflection went from several days to immediate.
Member retention holds at 94%, and cancellation reasons are now recorded on the ledger, giving us data to work with for policy planning. Acquisition channels for the 328 new members this month are also visible on the same screen, helping us spot trends per location earlier.
Impact (metrics)
Voices from the Team
The moment a member calls, we can search by name and grasp their status in one screen. Wait times have gone essentially to zero.— Headquarters Operations Manager
The practice of physically moving enrollment forms is gone. Even for members spanning locations, information comes together quickly, so procedures move fast.— Location Manager
Future Plans
As a next step we plan a member-facing MyPage and direct integration with the payment system. Members themselves will be able to complete plan changes and leave-of-absence requests on screen, further reducing effort for location staff.
System CompositionMember ledger + plan management + enrollment / cancellation + inquiry history
