On boarding clients at yoga and Pilates studios can be particularly burdensome. This may involve asking clients to fill out paper forms, followed by a staff member keying the data into the core management system. Alternatively, on boarding at other studios may involve clients dictating their information to a receptionist at the front desk.
Manual enrollment presents many problems such as, increased staff time devoted to data entry, poor client data quality, and a sub-optimal customer experience. Inevitably, this can result in longer enrollment time, increased staffing needs and cost, inability to find client records at future visits, inability to adequately communicate and market to clients, and client attrition.
“The problems with manual enrollment processes include increased staff time devoted to data entry, poor client data quality, and a sub-optimal customer experience.”
What is the solution?
The first step is to move from paper-based or staff-facilitated enrollment to digital and self service. Yombu’s software, for example, digitizes the client enrollment and waiver signing process by allowing customers to complete documents on a tablet, and all data syncs directly with the member management system (e.g. Mindbody). Customer data can also be linked to a fingerprint.
Digital registration not only expedites on-boarding, it ensures accurate data capture for marketing and analytic purposes. It also streamlines future facility entries. Once a customer account is linked to a fingerprint, the customer needs only to scan his or her fingerprint in the future.
“The health and fitness industry still uses paper for waivers, guest registration, and membership. This creates challenges for those businesses to store and manage their critical documents. Yombu fixes that issue.” – Alex Buffington, VP of Sales
What are the benefits?
There are four key advantages to leveraging tablet-based digital on boarding and biometric check in systems:
1. Improved Client Entry Flow: Compared to manual data entry systems, a tablet-based registration and biometric system can shorten both new and existing client check ins and processing time by half.
2. Optimized Staff Time & FTE: A self-serve enrollment process can reduce FTE by an average of 0.6 per location (assuming 3-5 FTE). The result is an estimated annual saving of over $14,000.
3. Better Data Quality: Data entry accuracy will increase on a tablet with an optimized and properly configured user interface. Data will also sync with the core management system.
4. Enhanced Customer Experience: Clients appreciate when a registration and check-in process is tech-forward, readily available upon entry, self-serve, quick, accurate and efficient. Moreover, optimal processes are end-to-end digital, involving zero paper.
When a new client, whether guest or member, is on boarding at a fitness center for the first time, this is a key moment of truth. Today, this process too frequently involves paper forms and/or manual data entry by staff members. By digitizing the experience via tablet or online, this offers gym-goers a better, quicker, and hassle-free experience.
Author Joe Fait is the CEO of Yombu Inc.
Yombu is a software and biometric company focused on creating amazing, digital-first client experiences that encompass all areas of the customer lifecycle. Yombu’s iOS and Android kiosk apps allow boutique fitness centers to fully digitize the guest registration experience.
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