Estu­dio de caso de Team Sport

Descubra cómo TeamSport UK cambió de múltiples sistemas a una solución todo en uno y pudo cumplir con las expec­ta­tivas cambiantes de los clientes de hoy en día. A través de una entre­vista en profun­didad con el director de ventas Mark Brayford, apren­derás cómo:

• Dar prioridad a los dispo­si­tivos móviles para cumplir con las expec­ta­tivas de los clientes y asegurar los ingresos digitales
• Administrar dinámi­ca­mente múltiples centros mientras mantiene una visión general conso­lidada
• Reducir el número de empleados mientras aumenta el rendi­miento operativo

Dominating the karting industry

When opening their first track in 1992 in Guildford, Surrey, TeamSport had a clear goal of creating the best karting experience and providing new standards in the industry. Currently having 35 tracks in the UK, two in Germany, one in the Nether­lands, over 1,000 employees in total and an average of 1.3 million visitors per year, TeamSport can right­fully call itself the number 1 indoor karting in the UK.

All 38 (and counting) tracks are comple­mented by food & beverage, with some tracks offering additional leisure activities as well. They are recog­nized as one of the Top 30 large companies to work for in the UK.

Embracing change with BMI Leisure

TeamSport’s outdated timing platform was no longer fit for their size and growth ambitions. A part of marketing consisted of exporting customer email addresses from the reser­vation software into a standalone marketing platform. But then if they wanted more infor­mation on a customer, they needed to tie a customer to a parti­cular product or experience, and they could only tie them to memberships by merging files. It was all very time-consuming and cumbersome.

The online booking was not effective at all, resulting in long queues, loss of time and lots of employees needed to register guests. These employees were also constantly calling customers when their memberships were expiring, which made it impos­sible for them to do other important tasks.

Calcu­lating sales of the last month, making reports, changing products, updating email templates, or changing condi­tions across multiple sites, all had to be done manually and repeated 30 times for each venue. Another major issue was reporting and analytics. For example, it took half a month to calculate last month’s sales. A large and growing center such as TeamSport required an impro­vement in its opera­tional efficiency.

With multiple venues across the UK, Germany, and the Nether­lands, finding a software centra­lized for multi-location businesses was a must. Additio­nally, TeamSport wanted to improve customer expec­ta­tions with digiti­zation and offering online booking.

Reaching business miles­tones

BMI Leisure’s software platform provided a centra­lized solution, addressing every aspect of customer inter­action from reser­va­tions and sales inquiries to inventory and stock control.

The software was a catalyst for TeamSport UK’s business growth, prope­lling them to new heights. The reporting and analytics capabi­lities allowed the business to generate monthly sales reports within seconds, enabling the team to make informed decisions quickly. Automation engines also simplified multi-venue management, making product changes and email template updates a breeze.

Tangible benefits

Opera­tional efficiency

• Online booking
  TeamSport is now able to place products online effec­tively, efficiently, and with fewer people working on it. Additio­nally, the possi­bility to register customers in advance has removed long queues and waiting times. Since the new software, more than 90% of bookings are placed online. That number rose from 35%.
• Online office
  A URL based platform that allows all offices to book using the same system. This was developed in partnership with us so that the platform is uncom­pli­cated and provides only what is needed.
• Automation
  The removal of manual processes like auditing sales or calcu­lating F&B margins are now all automated. Some whole depart­ments no longer exist, we just redeployed the personnel.
• Advanced reporting
  The production of daily, weekly, and monthly reporting. Previously we would not know results for weeks after the end of the month, now it’s the very next day. A good example of this is the multi-site voucher redem­ption & liability reporting. This provides oversight to the finance team about how much TeamSport is holding as deposit liabi­lities, but also shows them what percen­tages are non redeemed. Mark describes functio­nality that just wasn’t possible before BMI Leisure: ​“The depth and speed of BMI Leisure’s analytics reporting allow us to do things we simply couldn’t before.” Reports that once took multiple groups a full day to generate have been automated under BMI Leisure, all but elimi­nating the tedious repetition required by software that’s not optimized for businesses with multiple locations. ​“Consi­dering the size of our business, the analy­tical data insight we get is chalk and cheese (very different) compared to BMI Leisure’s compe­tition.”
• Headcount reduction
  There was a direct effect on overhead, with an increased customer foot flow, and reduction of opera­tional costs and people needed for service. The costs of our call center are drasti­cally reducing thanks to online booking. Only half of the amount of people are needed anymore, we can place them in different depart­ments and don’t have to hire extra people.

To conclude

In summary, TeamSport UK’s switch to BMI Leisure’s all-in-one solution enabled them to provide their customers with a seamless and efficient booking process, sophis­ti­cated automation engines, advanced analytics and reporting capabi­lities, and a reduced overhead cost. Key impro­ve­ments were made regarding guest experience, opera­tional efficiency and revenue. BMI Leisure’s platform allowed TeamSport to make strategic decisions quickly and cater to its customers’ evolving needs across multiple venues, ultimately contri­buting to their remar­kable success.