RETENTION · CLICK2SAVE
Fit Athletic Club retains $666K a year with the Click2Save Agent
Facing high cancellation rates and manual admin, Fit Athletic deployed OMAP®'s Click2Save Agent to intervene at cancellation with compliant pause, downgrade, and save offers.
About the Client
Fit Athletic is a premium fitness club. Its facilities, class schedule and one-to-one services are built around keeping members healthy and training.
The Challenge
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.
The Solution
AltaDX implemented the Click2Save Agent to address these issues. Click2Save Agent took on two jobs that had been manual:
- 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: Connected cancellations and waivers to the systems Fit Athletic already ran.
- 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 26.18% of the members who initiated cancellations (2,153 out of 8,223 members), resulting in a retention of $55,515 in monthly revenue, totaling $666,180 in annual dues retained.
- Operational Savings: With 8,223 cancellations processed, Click2Save Agent provided substantial time and cost savings of 1,370 hours.
- Positive Feedback: Fit Athletic’s administrative team reported improved productivity and ease of managing cancellations.
Click2Save Agent 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
$666,180
Annual Revenue Retention
2,153
Members Saved
1,370
Hours Saved
Protect your revenue with the Click2Save Agent.
See what OMAP® agents can retain and reclaim for your gym.
Book a Demo