REPS Fitness & Nutrition Center, a premier fitness facility, has long provided top-tier services to its members. However, outdated software and inefficient processes were holding them back, making it difficult to manage operations effectively and hindering their ability to grow.
REPS Fitness realized they needed an all-in-one solution—a comprehensive platform that could provide the tools to reach new prospects, convert leads into members, and deliver an exceptional experience to retain those members. Recognizing this need for a complete solution that could streamline their operations and enhance every aspect of the member journey, REPS Fitness turned to Club Automation.
The Challenge: Overcoming Operational Inefficiencies
REPS Fitness & Nutrition, once on Mindbody then ABC Fitness, struggled to grow, finding it difficult to reach the right leads at the right time. The previous system, which lacked the flexibility and features necessary for a dynamic, growing gym, led to frequent billing errors and inefficient processes that frustrated both staff and members.
The lack of a tailored solution that suited their needs forced the team to work around rigid structures that didn’t align with their needs, wasting time on tasks that should have been straightforward. “From the beginning, I knew it was a mistake,” says Christi. “And a year or two in, I realized that it was probably the worst business decision I had made in my career.”
Customer support was also a major issue; delays in addressing technical problems left the gym vulnerable to prolonged downtimes, further disrupting daily operations and member satisfaction. “Their lack of technical support was off the charts,” says Christi. “It would take an hour and a half to get a phone call back or to get into the support from the beginning. I would work with them for an hour on something and in the long run I would end up teaching them… And that was really frustrating.”
As REPS worked to expand, managing the gym remotely became increasingly difficult, and it became clear that their existing software was not equipped to handle the complexities of their business. Unlike their previous provider, Club Automation was responsive to feedback and proactive about implementing new features. “I’ve brought some things to their attention, and they say, “Yeah, we’re going to send that to our dev team and that’ll probably be implemented. Not even fix it, but implement something new. That’s pretty cool,” Christi shares.
These mounting issues underscored the need for a more robust, fitness-focused solution that could support REPS Fitness in delivering a seamless experience to its members. The inefficiencies and frustrations caused by legacy software solutions were impeding the gym’s ability to grow and meet its goals, creating an urgent need to find a new partner who understood the unique needs of the fitness industry. As the limitations of their current system continued to weigh heavily on their operations, the search for a better software solution became a critical priority.
The Solution: Empowering REPS Fitness with Club Automation
Switching to Club Automation’s full suite proved to be a transformative decision for REPS Fitness & Nutrition Center. The comprehensive platform, designed specifically for fitness centers, brought immediate improvements across all areas of their operations.
With tools for digital marketing, a fully integrated website, marketing automation, and a user-friendly mobile app, Club Automation provided REPS Fitness with everything they needed to attract new prospects, engage existing members, and streamline their internal processes. “Club Automation, unlike other software providers, is developed around what we need. That was a huge difference,” says Christi.
The introduction of the Club Automation Engage Pro platform enabled REPS Fitness to automate and personalize communication with members, resulting in a 177% increase in leads within the first month alone. The member mobile app enhanced the overall member experience by providing easy access to schedules, class bookings, and personalized workout plans, significantly increasing member engagement and satisfaction.
Additionally, the new website and digital marketing tools improved the gym’s online visibility and helped convert more leads into memberships. “Club Automation can be developed so specific to your needs, which was mind-blowing to me,” Christi adds, highlighting the platform’s flexibility.
The new billing system streamlined processes, drastically reducing errors and delays, which resulted in a smoother experience for both members and staff. With robust tools tailored to the unique needs of a fitness center, the software offered unprecedented flexibility, allowing REPS Fitness to fully customize their workflows—from class scheduling to membership management—ensuring that every operational aspect was optimized to its fullest potential.
“I’m doing all the back-end stuff to where Kate’s the eyes and the ears talking to people, watching maintenance issues and things like that… And I don’t think I could have done that with our legacy software. So, we changed,” Christi explains, emphasizing how the software enabled her to effectively manage the gym remotely.
Club Automation provides exceptional customer support, which marked a significant improvement over REPS Fitness’s previous experience. The dedicated support team ensured a seamless transition to the new software, promptly addressing any issues and enhancing operational stability. This responsiveness allowed the gym to focus on delivering an outstanding member experience without interruptions or delays.
Additionally, the platform’s digital tools made remote management significantly more feasible, providing the leadership team with real-time access to critical data, regardless of their location. This empowered REPS Fitness to focus on strategic growth initiatives and enhance member experiences, setting the foundation for sustained success and expansion in the future.
The Impact: Operational Excellence and Enhanced Member Experience
REPS Fitness & Nutrition Center experienced immediate and substantial improvements after switching to Club Automation’s full suite. The new billing system significantly increased efficiency by eliminating the errors and delays that had plagued the previous software, resulting in a much smoother experience for both members and staff. They increased their leads by 177% just in their first month with Engage Pro.
Since partnering with Club Automation, REPS Fitness & Nutrition has seen impressive growth across several key areas:
- Personal training sessions have increased by 49%, comparing October 2023 to August 2024.
- New member joins have more than doubled, with a 105% increase in the last year alone.
- Member check-ins have risen by 20% over the same period, demonstrating the effectiveness of their improved engagement strategies.
“One thing that I thought was very interesting was that ABC was set up and that was it. Club Automation is developed around what we need. That was a huge difference. Anytime I changed something, I’m like, ‘Are you serious? You can really do that?’ And that was exciting,” says Christi, highlighting how the platform’s flexibility allowed REPS to fully customize their operations, optimizing everything from class scheduling to membership management. This customization, combined with Club Automation’s reliable support, ensured that the gym could maintain consistent operations with minimal downtime. Managing the gym remotely also became more feasible, enabling the leadership to focus on strategic growth without being burdened by software issues.
Christi, the General Manager of REPS Fitness, noted the transformative impact of the switch, describing it as a “game-changer” that provided the support and functionality the gym had been lacking with ABC Fitness. The partnership with Club Automation not only resolved the operational challenges that had been holding REPS back but also empowered the gym to enhance its member experience and pursue further expansion. This transition has set the stage for REPS Fitness & Nutrition Center to thrive, ensuring long-term success and satisfaction for both the business and its members.
Ready to Transform Your Fitness Center’s Operations?
The partnership between REPS Fitness & Nutrition Center and Club Automation has proven to be transformative, leading to improved operational efficiency and a superior member experience.
If you’re ready to take your fitness center to the next level, schedule a demo with Club Automation today and see how our full suite of tools can help you achieve success.
