Client – Fit Athletic | Industry – Fitness | Location – USA

Enhancing Member Retention and Administrative Efficiency with DXFactor’s Cancellation Save Solution

KEY HIGHLIGHTS

$76,176

Annual Revenue Retention

46 / 570

Members Saved with Solution

20%

Improved Administrative Efficiency

 

About the Client

Fit Athletic is a premium fitness club dedicated to offering exceptional fitness experiences through state-of-the-art facilities, a wide range of fitness classes, and personalized services. The club aims to enhance the overall well-being of its members through innovative fitness solutions.

Challenges

Fit Athletic faced significant challenges with high member cancellation rates and cumbersome administrative processes. The existing manual cancellation procedures were time-consuming, leading to inefficiencies and dissatisfaction among both members and staff. Additionally, there was a need for a streamlined process to manage member cancellations and liability waivers online to comply with new regulations.

What We Did

  • System Integration
  • Data Analytics
  • Automation Workflows
  • User Interface Design

SOLUTION

DXFactor implemented the Cancellation Save Solution to address these issues. The solution provided two main features:

  • Online Membership Cancellation: Enabled members to cancel their membership through the Fit Athletic website or mobile app.
  • Digital Liability Waivers: Allowed members to sign liability waivers online, reducing the need for manual processing by staff.

Technical implementation:

  • System Integration: Integrated the cancellation and waiver functionalities with Fit Athletic’s existing digital platforms, ensuring seamless operation.
  • Automation Workflows: Developed automated workflows to handle cancellation requests and waiver signatures efficiently.
  • Data Analytics: Implemented real-time analytics to monitor cancellation trends and member retention metrics.
  • User Interface Design: Designed a user-friendly interface to guide members through the cancellation and waiver signing processes.

Benefits:

  • Increased Efficiency: Significant reduction in administrative workload, allowing staff to focus on more value-added activities.
  • Enhanced Member Experience: Members could cancel their memberships or sign waivers at their convenience, leading to higher satisfaction levels.
  • Compliance: The solution ensured that Fit Athletic met regulatory requirements for online cancellations and digital waivers.

Results and Outcomes:

  • Retention Improvement: The solution saved approximately 8% of the members who initiated cancellations (46 out of 570 members), resulting in a retention of $6,348 in monthly revenue.
  • Operational Savings: With 570 cancellations processed, the tool provided substantial time and cost savings, improving administrative efficiency by approximately 20%.
  • Positive Feedback: Fit Athletic’s administrative team reported improved productivity and ease of managing cancellations.

This tool has made my administrative team’s life much easier and more productive while saving members at the same time.

– Chad Shaw,Chief Operating Officer, Fit Athletic Club

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