Case
Studies
A Club's Digital Leap
INSTANT SNAPSHOT
Sector:
Leisure, Wellness & Recreation Club
Membership Types
Individual, Couple, Family
(3, 4, 5+ members)
Services Covered
Spa, Personal Training, Group Classes, Facilities, Dining
Region
Qatar
Solution
CRM System · Member Mobile App
Active Members
3,500+
Platform
AdlER — anvininfo.com
Background
The Challenge
The core challenge was creating an uninterrupted digital experience for a highly diverse membership base — from tech-savvy young professionals to senior family members — across a broad range of services with very different booking and fulfilment workflows.
Specific operational gaps included:
- Spa and facility bookings managed through phone calls and front-desk registers, leading to scheduling conflicts and missed revenue opportunities
- Personal training session purchases and scheduling done entirely in person, with no visibility for members between visits
- Group fitness class reservations based on first-come, first-served sign-up sheets — frustrating members who missed out on popular sessions
- Voucher management tracked in spreadsheets with no instant balance visibility for members or staff
- No referral mechanism in place, despite high member satisfaction scores — a missed acquisition lever
- Attendance tracking for personal training sessions done manually, with no easy audit trail
THE SOLUTION
Secure Membership Login & Family Profiles
Facility Enquiry & Booking
Group Classes with Smart Spot Reservation
Attendance Tracking
Spa Booking
Personal Training
Vouchers, Referrals & Gift Cards
RESULTS
Front desk booking queries fell by 65% within 3 months of launch — staff refocused on member experience, not administration
Group class occupancy rose from 58% to 91% average within the first quarter, driven by ease of booking and wait-list automation
Spa booking no-shows dropped by 47% through app-based confirmation and reminder notifications
Personal training session sales increased by 32%, attributed to frictionless in-app purchase and scheduling
18% of new member acquisitions in the first 6 months traced directly to the in-app referral programme
Voucher redemption rates increased by 55%, previously, many members were unaware of their entitlements
Key Takeaways
- Signature experience begins before the member walks through the door. A smooth digital booking experience sets the tone for every visit.
- Waiting lists, handled smartly, convert frustrated members into engaged ones. Automation — not manual administration — is the key.
- Referrals don't happen by accident. Embedding a referral mechanism in the platform turns satisfied members into active advocates.
