Get in Sync with Management Software

These days, you can do almost anything with a cell phone. Check your email, update your calendar, play solitaire, take photos - all this functionality is crammed into a piece of technology so small that it fits inside your pocket. The best part is, it's an affordable gadget.

Take a quick survey of your employees. How many have tricked-out cell phones, or PDAs, with Internet access? Crunch the numbers, and consider this: You may benefit from software that allows employees remote access to your facility's management software, and help keep them more connected, efficient and productive.

Efficiency = cost savings

Using Internet-enabled, hand-held technology "is a way of life for a growing 'Internet-dependent' population," says Jodi Swartz, chief marketing officer for Conexion, Baltimore, Md. "Many people turn daily to online resources to manage everything from their banking needs to their shopping lists. Keen operators understand this, and give trainers/instructors access to their schedules in a form and function in which they are accustomed." If your personal training staff is part of this plugged-in population, setting and updating their schedules is easy if they have remote access to your management software. "Many clients do not have their trainers on a regular schedule, and [remote access] is a great way for clubs and trainers to be updated about their schedules," says Rachelle J. Shotwell, marketing manager for ASF International, Highlands Ranch, Colo. "It's also important because not all members contact the club to schedule appointments. Often they contact the trainers directly, and allowing the trainers to use [a] program [that allows remote access] gives club owners more up-to-date information on appointments scheduled, serviced and cancelled."

Not only that, but if the schedule is updated electronically - and the training staff is conscientious about checking it frequently - the process is more efficient. "Time is money, and efficiency equals cost savings," says Paul Deraval, co-founder and chief architect of EZFacility.com, Bethpage, N.Y. "Providing trainers with remote or mobile access to view or update their schedules at exactly the time they need to perform those functions results in dramatically less time being spent making phone calls or having to always check the computer. It also results in far more accurate tracking of client attendance and session deductions from pre-paid packages."

This kind of system can improve the efficiency of other departments, as well. "It also makes running payroll easier because the club owners can easily see how many appointments trainers have serviced in a select date range," Shotwell says. "With the program's integration with point-of-sale [functions], they can also track commission on packages sold."

Customer service goes wireless

Customer service is traditionally a face-to-face endeavor, but members appreciate the rapid response time allowed by the digital age. "The simple fact that trainers and staff have remote access to their client's schedules and contact information enables clubs to instantly improve their efficiency by removing the lag time between a customer's request for a timeslot and the time they receive confirmation that their appointment has been scheduled," says Deraval.

"[Remote access capability] makes scheduling much faster, as any employee, whether they are in the club or working remotely, can access the entire training staff's schedules via the Internet," Shotwell says. "No more hunting down the appointment books or having to call a trainer to verify if they are available during a time slot; it's all centralized with [the] system."

Not only that, but this technology can take out the middleman altogether, and give the customer scheduling power. "Many clubs not only offer instructors/trainers access to their schedules, but offer their membership the ability to book classes/court times/sessions via the Internet, as well," says Swartz. "Like trainers, members are growing more Internet-dependent."

Communication

The bane of any trainer's professional existence is the dreaded no-show. According to Deraval, remote access to management software can help. "By centralizing access to this information remotely, owners give their staff the ability to update a customer's schedule and information on the fly, from anywhere," he says. "This will help to cut down on the number of no-shows and inaccurate attendance tracking, and allow staff to leave notes in the centralized customer file for everyone in the company to access, regardless of their location."

Shotwell agrees: "Anyone can access this program at all times, so there is no confusion about conflicting appointments, when someone is teaching a class or times when a trainer is unavailable for other reasons." ASF also offers an automated text messaging service that texts trainers whenever an appointment is scheduled, changed or cancelled. "This feature has been extremely popular among our client base because it requires no effort and keeps everyone in the loop," says Shotwell.

Transparency is another benefit of using this technology. "Since all scheduling is automated through technology, there is transparency at all levels of the organization - and this can include members," says Swartz. "Not only will managers know who is on duty when and for what, but members are also engaged in the communication process via email notifications and reminders."

Profits

Remote-access technology opens up new profit avenues. According to Swartz, remote-access management software can help facility owners increase profits because it provides staff with on-demand access to information with point-of-sale capabilities, provides actionable operational data regarding booked services and facility trends, and manages wait lists automatically to keep classes at capacity.

"[Remote-access software products] decrease operating costs by streamlining most activities related to scheduling," Swartz says. "By reducing the administrative time put exclusively toward scheduling, clubs enable valuable staff to focus on other activities. Additionally, by automating the booking process, all commissions are tracked through the management software, and can be linked to accounting and payroll systems."

Additionally, putting purchasing power in the customers' hands can encourage more spending. "By making the trainer/instructor's schedule visible to the member via remote access, and enabling the member to self-book, club operators have not only eased and expedited the booking process, but they have also multiplied opportunities for members to book/purchase additional products and services," says Swartz.

Ahead of the curve

If your staff members don't already own cell phones or PDAs with Internet access, it may be an expensive proposition to pony up for company phones. And, if your fitness center is located in a remote area with limited wireless hotspots, remote access may be ineffective. But, for those facilities that have most of the pieces in place, remote access may help take your business to the next level. "In today's information age, employers in every industry are equipping their staff with the ability to access their ... customer data from any location, 24 hours a day," says Deraval. "In a high-service industry such as fitness, the ability to respond quickly to customer requests, even when you are not near a computer, will help set your club apart from the competition, and provide the highest level of customer service to your clients."