The Challenges
- staff were spending too much time on the phone answering frequently asked questions
- customers were making reservations but failing to show up
- informal recording processes meant courts were occasionally double booked
- there was no reliable system for tracking the collection of fees
- a significant amount of time was spent on administration work
The Solution
- the web site answers simple questions about location, opening hours and fees
- a real-time schedule of court use is available on the web site
- customers can easily book a court online
- permanent bookings are automatically created and invoiced each month
- information on socials, group tuition, courses and competitions is published on the web site
- customers can register for all these events online
- each customer has a profile that is accessed without any username or password
- memberships offer customers discounts on court hire, registrations and Pro Shop purchases
- members are automatically notified when their membership is due for renewal
- fees for court hire and registrations are paid in advance
- outstanding invoices can be paid online
- the integrated SMS service is used to send one-way messages to customers
The Key Benefits
- the hours worked by paid staff have been reduced
- no-shows are no longer a problem
- information on court bookings and registrations is always accurate and up-to-date
- customers are informed instantly by SMS without spending time on the phone
- telephone expenses have been slashed by using emails and SMS messages
- customers can organise their tennis with knowledge of court availability
- bookings and registrations can be made 24 hours a day, from work or home
- the amount of cash held at the centre has been significantly reduced
- credit card payments are processed very quickly by using a credit card swipe reader
Check out the City Community Tennis web site