After growing rapidly (now more than 70 locations), Fernwood Fitness was reaching a point where they needed to elevate their IT approach to meet expectations and improve the customer journey.
Following is a Q&A with Caitlin Jury, General Manager at Fernwood Fitness.
WHY DID YOU DECIDE TO WORK WITH EXERP? WHAT PROBLEM WERE YOU LOOKING TO SOLVE OR WHAT SOLUTION WERE YOU LOOKING TO INCORPORATE?
As our company continued to grow, so did the ever-changing world of IT infrastructure and software. The demand to continue to keep up with the latest developments and initiatives to assist our franchisees to run more efficient businesses, as well as meet the best customer experiences, started to become bigger than what our internal team could manage. It was at this point Fernwood Fitness chose to expand our business experience and customer journey by partnering with Exerp to have an all-encompassing CRM platform to help us not only manage our businesses more efficiently, but allow us to grow and expand into a better user experience for our customers.
WHAT ARE THE BENEFITS TO YOUR BUSINESSES AS A RESULT OF THIS RELATIONSHIP?
Working very closely with the Australian team assist us to non only meet our requirements for our clubs, it allows us to use their wealth of knowledge and experience in the fitness business for us to think outside of the box of what we usually do, and start to expand our operations and functionalities to help better equip our businesses.
WHAT ARE THE BENEFITS TO YOUR MEMBERS AS A RESULT OF THIS RELATIONSHIP?
Our members have a simpler and more efficient member journey.
HAVE YOU BEEN PLEASANTLY SURPRISED BY WORKING WITH EXERP IN ANY WAY?
It has certainly allowed us to broaden our horizons and start to think of the bigger picture about how we can further streamline operations for our franchisees to help bring efficiencies into their business, as well as provide a user-friendly journey for the consumer.
WHAT ELSE CAN YOU TELL OTHER CLUB OWNERS ABOUT THE BENEFITS OF WORKING WITH EXERP?
The Australian team is a wealth of knowledge and support. They are there every step of the way to assist you to make sure you are maximizing use out of the platform and getting the best experience for your club staff and members.