technology to accelerate june 2013. introduction technology to accelerate areas to be covered –it...
TRANSCRIPT
Technology to Accelerate
June 2013
IntroductionTechnology to Accelerate
• Areas To Be Covered– IT migration– Daily direct debits– Clubwise reporting of ‘new’ sales– Launch of élan
IT migrationTechnology to Accelerate
• Progress and Plans– All email domains moved and now under énergie’s control– All clubs now using web based version of Clubwise– Broadband for almost half the network has been moved– Newteq contracts terminated– Control Group now the nominated supplier for IT
IT migrationTechnology to Accelerate
• What you have told us
Very Dissatisfied Dissatisfied Neither Satisfied nor Dissatisfied
Satisfied Very Satisified0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
How satisified with email migration?How satisified with document migration?How Satisfied with support from Control?How Satisfied with switch from Windows to Web based Clubwise?How Satisfied with the support from Clubwise?How satisfied with Helpdesk?How satisfied with IT migration?
IT migrationTechnology to Accelerate
• Progress and Plans– All email domains moved and now under énergie’s control– All clubs now using web based version of Clubwise– Broadband for almost half the network has been moved– Newteq contracts terminated– Control Group now the nominated supplier for IT – énergie Helpdesk up and running
Helpdesk: When should you call us?
• If you have never reported the issue
• If a supplier has not contacted you
• If you require an update on the issues logged
Call us for:
• IT Issues and Technical Support
• Health and Safety
• HR
• Anything else if you’re not sure who to speak
to in the énergie network
Helpdesk: When should you not call us?
• If you know who you want to speak to, for
example, someone at Head Office – call Head
Office
• If you have logged an issue with the helpdesk
and have a reference number and your
communication is with the supplier – call the
supplier
Helpdesk: 1st March 2013 to 18th June 2013
2321 CALLS 6.0 SECS AVG RING 115 MISSED
105 LOGGED AND
OUTSTANDING
687 RESOLVED ON
WITHIN 24 HOURS
2216 RESOLVED
Helpdesk: Trial period 1st March – 18th June
95.47% ISSUES RESOLVED
11am and 3pm are busiest periods, try to call outside of these hours
IT migrationTechnology to Accelerate
• Progress and Plans– All email domains moved and now under énergie’s control– All clubs now using web based version of Clubwise– Broadband for almost half the network has been moved– Newteq contracts terminated– Control Group now the nominated supplier for IT – énergie Helpdesk up and running– Office 365 now in use across the network
IT migrationTechnology to Accelerate
• Office 365
IT migrationTechnology to Accelerate
• Office 365
IT migrationTechnology to Accelerate
• Office 365
IT migrationTechnology to Accelerate
• Office 365
– Microsoft recently announced changes to the charging arrangements
– Depending on the package you subscribe to you will either get more functions for the same price or the same functions for a lower charge
– We will be bringing more functions into use over the coming months, for example, use of shared websites
– It is likely that we will move many of the resources currently available on the hub to these sites
Daily Direct DebitsTechnology to Accelerate
• Progress and Plans– Has been running on over 30 clubs for several weeks now– All F4L plus one EFC– Now being transferred back to Clubwise– Rates of online joining have increased sharply overall– New joining process is very slick and very simple – Many fewer aborted attempts are being reported – No pro rata’s, no cut off dates, no merchant services fees– Weekly distribution to clubs – Being trialled in Prime Fitness and two EFFW clubs– Will then be made available across the network
Reporting of ‘New’ SalesTechnology to Accelerate
• Current Situation– Clubwise reports new DD or Annual as one which involves a
completely new member or involves a member whose dd or annual membership ended more than 40 days before the start date of the new membership
– Sales are reported in the month on which they start rather than in the month in which they are made
Reporting of ‘New’ SalesTechnology to Accelerate
• Current Situation
Reporting of ‘New’ SalesTechnology to Accelerate
• Proposed Change– Have a KPI based on the number of DD or annual sales made
this month regardless of their start date– Anything which involves a membership which expired before the
first of the month will be treated as a sale– It is these sales and those to new members which will be
reported in ORA– Only sales involving memberships which have come to an end
this month will be treated as renewals
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élan for clubs Technology to Accelerate
Being rolled out now– There will be a charge to clubs but it won’t start until after the
next QDM– We will coordinate this with a reduction in Clubwise’s charges
which are currently being renegotiated– Has allowed us to significantly reduce the SLAs for Health and
Safety and for Humana Resources