Leisure @ Cheltenham

The traditional booking process Leisure @ Cheltenham had in place involved customers coming to the centre and purchasing tickets at the reception. This process was time-consuming and often resulted in long queues, especially during peak hours. Moreover, the centre staff had to manually manage capacity and ticket limitations. The online offering from Xn was not capable of managing multiple users in one transaction to support this.

To overcome these challenges, Xn Leisure introduced Ticket Hub to Leisure @ Cheltenham. Ticket Hub is an online booking platform that allows customers to purchase tickets for any activity in advance. The platform also provides real-time information on capacity and ticket limitations, enabling customers to make informed decisions while booking. The platform was integrated with the centre’s existing systems, allowing staff to manage capacity and pricing for each activity easily.

Leisure at Cheltenham acquired Xn’s Ticket Hub solution to help improve operations, increase revenue, and create better customer journeys for their members. They created their own system based on Ticket Hub that enabled them to:

• Offer 24-hour customer service.
• Manage staff and members with ease.
• Integrate pre-payments.
• Use data and insights to learn more about their members.
• Manage online bookings and attendance.
• Offer a more modernised system to members.
• Provide staff with more time to focus on other tasks.
• Help boost sales.
• Take back time with fewer phones and emails whilst members take control.

1. The introduction of Ticket Hub increased revenue through advanced bookings by 35% in the first year alone.
2. It eliminated the need for customers to physically visit the centre to purchase tickets, reducing wait times and queues.
3. Real-time information on capacity allows the centre to manage staff and facilities according to the true attendance in advance of a session.
4. Increased customer satisfaction!

“Xn Leisure has been excellent in helping us to create a new system like the Ticket Hub to propel growth and results for Leisure at Cheltenham, and it did. We integrated a solution inspired by the Ticket Hub that enables us and our members to have greater control and freedom. We’ve already seen a 35% per cent increase in revenue in just under a year through advanced bookings and we can’t wait to see how the results progress further.”

– Shelley Stevens