The Customer Journey

By: Gladstone  05/12/2011
Keywords: customer service, point of sale, Include Sales

The Customer Journey

Plus2 has been designed to support all the needs of the increasingly diverse leisure industry, and continually enhanced to guide you - and ultimately your customers - through modules that include sales and marketing; communication; member management; classes, courses and resource booking; access and security; finance and POS; retention and management information and reporting.

The experience starts at home, where the customer - whether a current or prospective member - is able to visit your website and, by using Connect, either register their details or login. They can then purchase or renew memberships, update personal details, see real-time resources, classes and course availability, make bookings and pay for new bookings and courses.

When a customer enters one of your sites, self-service kiosks give them a hassle-free alternative to visiting reception. Kiosks allow customers to fast-track ticket collection and provide the ability to book new activities or the same activity for the following week, pay for their bookings and even book for their friends.

That turns reception into a customer-focused and friendly environment, giving your staff the time to proactively deal with membership enquiries without the pressure of queues. The reception setup incorporates a fully integrated point of sale and a booking and membership terminal that allows the receptionists fast access to all the information they need about the site and the customer - enabling increased sales and retention and ultimately, enhancing the customer's visit.

Connect and Kiosk free up valuable reception resources, significantly reducing the number of inbound phone calls, helping with sites' queue management, and providing a consistent, 24-hour customer service experience.

Keywords: customer service, Include Sales, point of sale, Reception Setup

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Other products and services from Gladstone



We produce around 2 million cards a year for clients in the UK, Ireland and Australia, so you can be assured of the highest quality products and service, at the most competitive prices around. Gladstone's dedicated card services division has been supplying cards to the health and leisure sector for over 15 years. We sell a wide range of consumables, everything from cash drawers, touch screens and even till rolls.


Plus2 Leisure Management

The subscription module allows the allocation and sale of user-defined memberships, which can be categorised to meet the comprehensive combinations of memberships including joining fees, couple, family and corporate scenarios.


Self Service Kiosk

Kiosk communicates with the Plus2 system in real time through simple, web-based input screens, enabling customers to serve themselves without the need to involve the reception team. Kiosk complements Connect by providing easy to use, fast-track, self-serve units where visitors can collect tickets purchased online and make new bookings at the touch of a button.


Management Console

The main difference between the GMC and Plus2 is that the GMC process populates the results of the collection process in a new database on the SQL server, it is this efficiency which increases performance. The Direct Debit module within the GMC allows you to run an identical process, but the main advantage is improved performance in the time taken to run collection reports.