Welcome to our Autumn edition with the latest news and updates from Xn Leisure.

In this edition, we introduce you to some new starters at the office on Milton Park, plus an update on how to use our support process.

Included are details regarding the next Southern User Group Meeting in November and our North East Meeting in December. The Scottish and Midlands North Groups will be confirming dates over the next few months. It's important to confirm you representation at these meetings.

See our stand images from LIW 2014 for those who didn't manage a visit to the NEC, plus details regarding Xn's new products soon to be launched to market and our partner update this month is from 4 Global. 

Happy Halloween

Xn Leisure

Welcome to, Natalie, Jo and Lucy

The Customer Account Specialist role:

The aim of the Customer Account specialist role is to support our Sales Director and  field based Business Development Managers. . The CAS roles main aim is to improve the communication between Xn and the customers, ensuring our customers are happy.

See below a taster of what the CAS role will be involved with on a day to day basis:

1. Visibility and management of all open customer issues (sales, projects, technical, support)

2. Produce, review and send out Customer update reports when requested

3. To work with and support the First Line Team Leader with 1st line escalations

4. To work with first line team leader in ensuring agreed SLA’s are met

Introducing Natalie our Southern, Customer Account Specialist

Natalie Sudworth, has joined us in one of the new CAS roles (Customer Account Specialist) part of the support team. Natalie will be looking after the southern region of customers. If your Business Development Manager is Chris Phillips  or Jason Watts you can contact Natalie to assist you with any account queries direct here at the Xn offices.

An insight to Natalie's background - "My previous role was at Kaspersky Lab, I was there for 6 years within the Sales Operations role. Prior to that I worked in the mobile phone distribution industry. Now at Xn, my role is Customer Account Specialist for the South. I look forward to the challenge ahead and the next, exciting step in my career"

Introducing Jo our Northern, Customer Account Specialist

Jo Gray, has joined us in one of the new CAS roles (Customer Account Specialist) part of the support team. Jo will be looking after the northern region of customers. If your Business Development Manager is Paul Baker, you can contact Jo to assist you with any account queries direct here at the Xn offices.

An insight to Jo's background - "I started my Career at Prudential as a Call Centre agent. I then moved from there to Microsoft where I was an Escalation Specialist. Here at Xn, I am looking forward to keeping our existing and new customers happy by providing excellent Customer Service"

The Internal Project Coordinator role:

The Project Coordinator will administer and manage the implementation of additional software modules and new software releases into the existing Xn Leisure customer base, coordinating Xn Leisure and customer resources as required.

Introducing Lucy our Internal Project Coordinator

Lucy Stoneham, has joined our Professional Services Team as our new Internal Project Coordinator. Lucy, will no doubt be in touch with most of you in terms of any additional software you may decide to implement and the latest details in relation to new software releases from Xn.

An insight to Lucy's background -  " I started my  career as an IT apprentice at South Oxfordshire District Council before specialising in Application Support" Lucy joins Xn Leisure from Virgin Atlantic Cargo where she worked as Systems Support Advisor for the Cargo Reservations/Flight Operations/Unit Load Device tracking databases.

Here at Xn we have a defined, unequivocal vision – to be a partner to players in the leisure industry rather than a supplier. We pride ourselves on the relationships we have with our customers and the service we provide. We have put this welcome pack together to help familiarise you with the different ways you can get in touch with us and to give you an overview our customer support processes.

Customer_Support_Introduction_v4.pdf

The Southern Regional User Group Meeting

DATE: WEDNESDAY 12^TH NOVEMBER

LOCATION: BRADLEY STOKE LEISURE CENTRE,

FIDDLERS WOOD LANE,

BRADLEY STOKE,

SOUTH GLOUCESTERSHIRE BS32 9BS

The following Xn Attendees will be present at the next meeting:                

David Harris (IT Director), Chris Phillips (Business Development Manager), Natalie Sudworth (Customer Account Specialist)

Agenda Items to include:

Focus topics: Attendance Management

Discussion: How can technology support our goal of 100% attendance in classes, from communicating available spaces to discouraging no shows.

Course Enrolment Journey

Relating to Xn’s course module, how can we improve waiting list management.

David Harris, Xn - The Development Process

David will take the group through the development process, from an enhancement request to scheduled development through to delivery.

Product Development

What has been completed and what is scheduled in the next sprint, Chris Phillips to provide update.

New Product Launch 

Notal Sudworth, will be introduced to the group and explain her role within Xn and how she plans to work with you moving forward.

Your Company’s Strategic Hot Topics

For example, member retention, member journey, going paperless. Do we have common hot topics and how can technology support these?

A confirmed agenda will be sent out a couple of weeks before the meeting. Would you like to add anything to the agenda? If so please send me an e-mail. 

Kindly confirm your attendance upon receipt of this e-mail to mike.lemon@toneleisure.com

The North East User Group Meeting
DATE: Monday 15th December
LOCATION:
Energise
York City Council
Cornlands Road
York
YO24 3DX

A confirmed agenda will be sent out a couple of weeks before the meeting.
Would you like to add anything to the agenda? If so please send me an e-mail.
Kindly confirm your attendance upon receipt of this e-mail to sandra.davison@teesactive.co.uk

Checksheets is the application designed to manage mundane tasks within your business. It will help you accomplish your checks in a simple and efficient manner.

With Xn Checksheets, you can finally control, manage, track and report from a single point. 

Our latest Digital form software solution, Xn Checksheets provides the ability for sites to create digital forms currently in paper format. From Lost Property and Daily Checks to Pool Readings and incident forms. Xn Checksheets allows you to create and distribute forms across your estate for use on and offline.

The program's interface is simple and intuitive, with buttons for adding and removing items, checking off items that are completed and escalating issues instantly.

With Xn Checksheets, you can finally control, manage, track and report from a single product

To find out about our latest products or arrange a demonstration of Checksheets please contact your Business Development Manager:

Southern-based customers

Contact: Chris Phillips, 07795 025662 or email chris.phillips@xnleisure.com

Northern-based customers

Contact: Paul Baker, 07825 268639 or email paul.baker@xnleisure.com  

Xn Leisure is pleased to announce the launch of the new one-way SMS & Email module.

This simple intuitive solution allows you to:

• Send direct customer messages to individual members
• Bulk contact, all Session and Courses attendees direct from the register
• Schedule Activity Booking Reminders for all booking 

To find out about our latest products or arrange a demonstration of SMS/Email please contact your Business Development Manager:

Southern-based customers

Contact: Chris Phillips, 07795 025662 or

email chris.phillips@xnleisure.com


Northern-based customers

Contact: Paul Baker, 07825 268639 or

email paul.baker@xnleisure.com

This has been happening over the last 12 months within the UK sport and leisure sector and has started to enable a new approach towards managing performance and decision-making. The tantalizing and simple idea is to provide ‘live’ information where and when people need it.  Working with Xn Leisure and their National User Group, 4 global has aggregated programme and facility data into a ‘live information hub’ that allows national governing bodies (NGBs) and delivery partners to improve operations and programme performance. 

This up to date information allows these pioneering NGBs (initially Badminton England and now the Amateur Swimming Association) and operators to align products and services with the very latest market trends, ensuring the delivery of their programmes generate direct benefits for operators. This means programmes can be clearly aligned with customer needs and planned profits – with both NGBs and operators now learning from benchmarking across the sector and not just from their own experience.

Following the initial partnership with Places for People, 4 global has been busy engaging other forward thinking operators, enabling Xn Leisure’s client base to pioneer this new approach to information and partnership management. Between now and Christmas we have a programme of development (supported by an operator working group) which will mean bringing this aggregated sector insight directly to operators, complementing the existing and planned services of our partner NGBs.

Why sector changing?

Never before has this range of information been brought together for the primary benefit of increasing participation and driving the revenue of leisure facilities.

The idea is simple but not easy to implement. It has meant extensive cleansing of data sets and then putting them in a consistent and logical order with common comparative labels; this puts valuable information at the fingertips of those who need it. For the first time leisure operators can confidently access, interrogate and interpret the following with respect to their own programmes and facilities:

• What should my facilities and operations actually be achieving - with a national comparative perspective including key underperformance triggers and what these are costing you daily?

• What activities and programmes are actually generating the greatest levels of income and profit?

• What is each type of existing or potential customer actually worth to me?  (A badminton player rarely just plays badminton!)

• When and why is a casual or member likely to drop out of any given activity and what are the financial implications? And what can be done?

• If I invest into this facility what throughput and financial income impact can I realistically expect (being able to compare impacts achieved by similar facilities with similar catchments nationwide)?

For more information about joining this project and planned developments over the next couple of months, please contact Alex Burrows, Director, 4 global Consulting (alex.burrows@fourglobal.org)