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Digitalisation of Leisure & Hospitality: The Impact on Customer & Staff Retention

March 25th | 10:00am GMT

Join Tony McGrath and Steve Madden, from Club Vitae Clayton and James Murphy, Customer Success Manager at Over-C, for a frank round-table discussion on how digital innovation is redefining the customer experience and improving retention of both customers and staff.

Since digitising gym operations, Club Vitae Clayton has actively seen a change in the experience they are delivering to gym members including:

  • An 88% reduction in customer complaints
  • Increase from 3 stars to 5 in online customer reviews
  • Increase from 76% to 97% in staff satisfaction survey
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Seeing is believing

If you are managing a high-footfall, high-risk public venue - such as a sports or entertainment arena, transport hub, shopping centre or leisure facility – how can you be certain that you’re delivering a clean, safe, secure and service-rich experience for customers?

How can you be sure that all of those critical safety, security, cleaning, maintenance and hospitality services are actually being done and done right?

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Ensuring Operational Visibility

Over-C gives directors total transparency of frontline activity and complete confidence that their venue is truly fit-for-purpose and able to deliver a first-rate visitor experience.

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Optimising Customer Experience

Over-C deploys sensors across a venue, using location, sensor data and other inputs to trigger content and workflows at exactly the right time and place. This is monitored in real-time via a visual dashboard to provide a complete, auditable digital record of activity.

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Exercising Cost Control

Over-C can identify superfluous activity so service levels and corresponding fees can be lowered accordingly. Over-C customers have also used the system to identify and replace under-performing contractors.

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