Frame increases class bookings to 650,000 annually
Frame was started in 2009 to make sure keeping fit and healthy never feels like a chore. The trendy fitness studio provides a variety of classes spanning hardcore training, barre, pre- and post-natal, yoga and more. Frame offers over 1,300 classes per week across six locations throughout London. Frame worked with JRNI to roll out an online booking and event platform to leverage critical data to streamline business operations and provide a true omnichannel customer experience.
After the successful launch of their first studio, Frame opened their second location a little over a year later, and continued to scale to an additional three locations over the following years.
With no visible signs of slowing growth or opportunity, Frame did begin to feel the stretch with each opening, especially using an ill-equipped pen and paper system. In addition to the daily administration, they had little visibility into key business insights, like accurate demand forecasting, payment history and customer preference. Frame realized that in order to continue on their projected growth, they needed a better way to manage their business and customer journey.
“Across all of our locations, we take about 55,000 - 60,000 bookings per month. We simply weren’t able to keep track of everything as we would want to, and we really started to see the limitations it was creating across the board. That’s what led us to JRNI”
Kurtis Poole, Technical Manager at Frame
To reduce manual administrative tasks, increase visibility and insight into their current and prospective customer base, and improve overall ROI, Frame selected JRNI as their Omnichannel Booking Experience partner.
“Multi-location ability was a big need, as well as the ability to handle the Frame Card–our ‘drop in’ and pay-as-you-go model for busy folks on the move,” said Poole. “JRNI was the only platform that enabled the use of our Frame card and offered the level of multi-channel functionality and analytical insight, the way we wanted and needed.”
In 2011, Frame implemented JRNI’s customer engagement platform, transforming its manual customer scheduling processes into a fully automated booking solution across all locations.
Since implementing JRNI, Frame has enabled automated bookings, notifications to eliminate no-shows, payment integration, and most importantly, customer and channel-specific insights for further expansion.
They’ve also been able to obtain analytics on class performance and demand, allowing them to make more informed business decisions around class availability, by location. Frame’s front-end staff are enabled to manage everything from member check-ins and cancellations to payment verifications, as well as have access to a 360-degree profile view of member histories to identify unique trends by location – all at their fingertips.
“From day one with JRNI, everything was online. We were even able to place tablets in our studios to make everything paperless. Everything is done on tablet now, which has made a world of difference,” said Poole. “Through these insights we’ve also realized that most of our customers book through a mobile device, on their way to the studio. So we’ve been able to tailor our content and communications for that channel like we never did before.”
In addition to the channel optimizations, Frame has applied member insights to identify trends on class performances in order to schedule more efficiently, and improve class offerings, capacity and day-to-day schedules on a one-off occurrence basis.
Today, the JRNI platform continues to show its value and ability to scale, handling over 650,000 class bookings annually for Frame across all six of its locations.
“Prior to the implementation of JRNI, keeping up with the customer demand and the manual process of booking and logging classes and payments was a cumbersome process. We had no way of tracking and managing customer data to actually improve our class offerings and overall customer service. Now, we’re able to offer our members the ability to book in advance while providing our front and back house staff with the functionality and insights necessary to create a truly seamless experience for all.”