activeNewham

activeNewham

activeNewham moved to Gladstone from another software supplier in 2013, and we now use a wide range of its products across our three leisure centres and one fitness centre in Newham.

activeNewham

"In January of this year, we replaced the reception desks and receptionists at all our sites with Gladstone’s self-service Kiosks"

In January of this year, we replaced the reception desks and receptionists at all our sites with Gladstone’s self-service Kiosks, as part of a wider efficiency project that also saw us stop taking cash payments. Now, all customers are required not only to pay with debit or credit cards but also to ‘self-serve’ their way into our centres – although we do make sure a member of staff called a ‘concierge’ is on duty at all times to assist where needed.

The process to install the Kiosks was very simple, and we have upgraded the software since with no problems. To meet our specific needs, Gladstone has also extended the cashless module within Plus2 to the Kiosks. Customers can now top up their cashless account at the Kiosk using a single membership card, as well as online or via our call centre. They can also use their membership card to pay for activities or services at the Kiosk instead of a credit or debit card (similar to Transport for London’s Oyster Card system). The development of this functionality was very straightforward and took only eight weeks.

Since introducing the Kiosks, we have eliminated all queuing in our facilities and seen a 9 per cent increase in usage, which leads us to believe we are now counting the number of people using our sites more accurately. We have also seen an 8 per cent increase in casual income since bringing in self-service.

The Kiosks have been a crucial factor in the success of our efficiency project, and when our new site, Atherton Leisure Centre, opens this April – at a cost of £20m to Newham Council – it will be equipped with four new Kiosks and will be a completely cashless site.

Generally speaking, this project amply demonstrates Gladstone’s willingness to develop new software and expand its current systems to meet its customers’ unique requirements, which is one of the reasons we value the company as a technology and software partner.

 

 

Keiron Butcher, IT and communications director, activeNewham

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