This Dukes Gym case study demonstrates how automation can free up small businesses so they can focus on the more important things like customer experience (and increasing profitable hours!).
With Aussies tightening their purse strings in response to high inflation and interest rate hikes, gym memberships are on the chopping block. Household spending intentions for health and fitness have already declined 13.7% in the month of April. To limit the impact on business, gyms need to do all they can to keep customer service front and centre.
Duke’s Gym, like all gyms, is reliant on staying competitive thanks to a positive customer journey and steady cash flow. No one likes chasing payments, and with previous payment providers, Founder Jonathan Quieros experienced unseen drawbacks to using common payment platform providers:
– Awkward manual payment-chasing processes
– Time-consuming admin
– Tacked-on transaction costs and dishonour charges
– Terrible customer service
To remedy this, Jonathan partnered with a payments partner that offered full integration with the business’ member management platform, Gym Master, eradicating a common admin pain point in one go.
“GoCardless and Gym Master have saved us roughly 20 hours a week, filing, scanning, entering data, going back and rechecking stuff,” says Jonathan.
“Those extra billable hours work out to an additional $100,000 dollars a year in revenue.”
“Previously, customers that had transactions fail were hit with dishonour fees of up to $20 … we also didn’t have visibility into this and that made the whole experience terrible for customers.” says Jonathan.
Small businesses thrive on customer loyalty. With economic headwinds driving consumers to make tough budget decisions, Gyms need to focus on proving their value to members – frustrating payment processes will send even loyal fitness junkies packing.
Duke’s Gym makes a really interesting case study to explain how removing common pain points in financial processing helps SMEs improve cashflow and better serve their customer base.