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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?


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.


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.


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.