Every project stays vendor-neutral and focused on measurable results for members, staff and managers.
Each story keeps systems unnamed while highlighting the operational impact.
Context: High evening traffic and call volumes.
Challenge: Members abandoned online sign-up; front desk faced repeat questions.
What we did:
Outcome: 18% more members completed sign-up first time; fewer front-desk queries.
Context: Six sites with mixed experience levels.
Challenge: Inconsistent handling of freezes and cancellations led to complaints.
What we did:
Outcome: Processing time cut by 40%; clearer member communication; fewer escalations.
Context: Upgrade to a newer release of an established booking platform.
Challenge: Concern about downtime, booking rules and member comms.
What we did:
Outcome: On-schedule rollout with minimal disruption; staff felt informed; complaints stayed low.