Membership Services Case Study

Client

Leading provider of fitness related products, services and membership services with over 350 retail locations in the US alone.

Need

  • Multi-channel concierge services for “high-touch, high-care” clientele
  • Decrease member attrition rate
  • Increase membership acquisition
  • Consolidate internal and external technology platform

Solution

  • Inktel’s “Customer First” brand immersion solutions introduced
  • Customized contact center to represent client brand and marketing strategy
  • Developed proactive member acquisition and retention strategies
  • Introduced Oracle based software and Inktel Communication Exchange solutions for “single-source” 360 view

Results

  • Increased team productivity and utilization by 14% thereby reducing operating expenses by $38k per month
  • Increased member acquisition revenues by 11% with strategic cross sell of services and upgrades
  • Increased member retention rates by 16%
  • Increase member satisfaction by 26%