Reshaping member services to transform the UK's standard of fitness

StableLogic and PureGym teamed up to find the most efficient solution. The project began with an assessment of the current infrastructure, which concluded that retiring the on-premise compute would be the first step. This was replaced with a unified cloud-based contact centre platform. Procuring this platform took the shape of a thorough evaluative process, in which the StableLogic advised on the most appropriate provider. The chosen provider’s solution was noted for its user-friendly interface, rapid activation of omnichannel features, AI automation, and workforce management tools.

The project took shape in four distinct workstreams to enable the channel migration and adoption of remote work practices. These initiatives aimed to guarantee a seamless experience for both users and employees, establish a comprehensive knowledge repository, introduce a chatbot to alleviate advisors' repetitive tasks, and create internal applications and tools to elevate service quality.

Results

Assisted by experts, the migration process advanced seamlessly with little disturbance. At present, several months after implementation, the organisation is actively reaping the rewards of this transition. Here are some the key results.

• Now, 69% of all member requests are handled through self-service, which is a 10% improvement from last year. This reduces the overall incoming requests by 16% to 31% of total volume.
• Only 20% of the total incoming requests now need a human advisor, down from 33% in 2022. That's a significant decrease of 38%.
• Thanks to both self-service improvements and reduced manual handling, there's been a 29% drop in the number of requests from members. Advisors now handle about 460 requests per month, down from 644 in 2022.

The Future

StableLogic remain closely by to assist with any further changes, while PureGym are able to further enhance their customer service by leveraging the scaling and flexibility available over their new cloud platform.