Hertsmere Leisure

Hertsmere Leisure Trust (HLT) is a registered charity and a company limited by guarantee, providing community sport, recreational and arts services. It manages facilities owned by Hertsmere Borough Council, Hertfordshire County Council, Three Rivers District Council, Milton Keynes Council and is Lead Agency for Hertfordshire County Council to develop ten Children’s Centres in Hertfordshire.

HLT had to replace its old Leisure Management System (LMS) which was unable to support the current estate of 18 centres (with plans to increase to 30 sites), connected to the HLT network. 

HLT wanted a comprehensive LMS solution that would deliver Customer Service and Point of Sale improvements with the ability to widen access to activities online and via self-service points. The system needed to be capable of administrating all functionality from a central point, including:
  • Membership and prospect data; 
  • User administration;
  • Ticketing Fees; 
  • Stock control and administration;
  • Bookings – both on-site an online;
  • Self Service – allowing fast member access;
  • Courses – both on-site and online;
  • Full business analysis reporting and marketing functions;
  • Enable users without knowledge of programming languages to design their own reports.

In addition, they needed a training programme to ensure full business take-up. 

HLT chose Xn Leisure Systems’ Dimension solution through a competitive tender, which included in-depth demonstrations, workshops and face-to-face evaluation at the client’s premises followed by extensive off-site reference visits. The 5 year contract started in November 2009 and includes full Software and Hardware support through Xn Leisure’s helpdesk at Abingdon.

Xn Leisure provided a consultative and partnership approach during the entire procurement and project stages. Xn Leisure services included:

  • Project and software scoping
  • Pre-project technical consultancy and technical sign-off
  • Risk assessment and management
  • Project management (PRINCE2)
  • Development services for 3rd party integration of secure web payments and Sage Financial Systems
  • System build and full onsite training
  • Engineering services for hardware and implementing software Dimension onsite
  • Data migration
  • Onsite support during intense go-live roll out for operational and technical staff
  • Testing, training and business change support
  • Continued Account Management and Strategic support.

Regular dialogue and regular face-to-face meetings is maintained with HLT to ensure the highest levels of service and support.

Hertsmere have procured the majority of Xn Leisure’s software applications and continue to develop joint integrations with XN Leisure and our partners to enhance service to customers.  

Xn Leisure’s Self Service solution involving Fast Track Member Kiosks with Protouch across 5 sites reduces the pressure on reception teams at peak times allowing faster more efficient customer service.  Continued integration with third party collection agencies ensures accurate and timely collection of defaulting membership; helping HLT protect their revenue stream. The collection and allocation of appropriate data ensures the continued marketing effort is directed at the appropriate people with the right message allowing HLT to maximise their returns on marketing investment.  

Xn Leisure maintains a strong working relationship with regular contact on an account management level as well as regular service review meetings with our support team.  Staff from HLT frequently attend Xn Leisure User Groups adding value to the rich mix of customers. HLT have recommended Xn Leisure to other operators including Maidstone YMCA whose new facility went live in January 2011. 

Shirley Storrow, Finance & Support Manager, Hertsmere Leisure Trust says:

“Hertsmere Leisure is pleased with the implementation of the XN Leisure Management System and particularly with the project management involved in launching all of our sites in one day.  We continue to work closely with XN in developing and introducing new hardware and software that not only enhances the customers experience but also meets the very specific reporting criteria relating to a charitable trust.”