Better CRM delivered to a major fitness center chain

Hambra's client is a fast-growing fitness center chain that provides members with a comprehensive lifestyle experience that includes, weights, aerobics, rock climbing, nutrition, kids' programs and spa treatments. The company, which went public in 2004, has approximately 300,000 members throughout its various U.S. markets and is opening an average of seven new clubs a year.

Hambra's client owned Siebel Sales but struggled to successfully integrate the software into their various clubs' sales processes. The Fitness Company hired Hambra Consulting to help activate Siebel in a way that enhanced customer experience and increased club sales.

The CEO of the Fitness Company stated, “For several years we'd had trouble syncing up the Siebel software with the needs of our expanding business. Hambra helped us understand how to best utilize the module to not only improve sales processes, but also get a better view of our customers and how they use their individual clubs. This intelligence helped us to productively reach out to these folks to provide better service while also making our sales team more efficient.”

According to Hambra President Akif Rahman, the Hambra team first helped the client solve a number of Siebel technical and usability issues that were hampering user acceptance. They then rebuilt screens and added quick-hit features that dramatically improved functionality.

“We applied our hybrid onshore/offshore Integrated Delivery Methodology (IDM) to ensure rapid and very cost-effective results,” said Rahman. “As with all of our projects, the blended team was managed by US executives and appropriate technical phases were delivered by our offshore staff.”

The Fitness Company's CEO said that the value delivered by the IDM coupled with Hambra's ability to integrate the Siebel software into their business has been excellent. “We needed to make sure our sales, operations and IT folks were in lockstep and we were utilizing the technology effectively. Hambra has an excellent understanding of business issues and they helped us integrate things into the Siebel platform that improved not only revenue, but also customer interaction and service.”

Hambra's next phase of work includes an integration of the Fitness Company's member management system that will provide a closed-end system to reduce double entry and improve tracking of prospect to customer conversion.

Back to Case Studies