Leisure Management - Gladstone - Intelligent reporting

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From Health Club Management 2015 issue 6

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Gladstone - Intelligent reporting

There is more to data than just gathering information. An operator also needs to be able to access and analyse its findings

Shetland Recreational Trust is one of the first to use the data consultancy service

The new service can help you get even more out of your customer data

Data consultancy has helped Shetland Recreational Trust dramatically improve its invoicing procedures

Often described as the oil of the 21st century, data is a hugely valuable asset in any industry, with the power to deliver greater business insights, more targeted product offerings, better customer service and retention rates, and ultimately increased profitability. Just like oil, however, data needs to be skilfully extracted and refined for this power to be released. Within the leisure sector, products such as Gladstone’s eyeQ – a powerful query builder and business intelligence tool launched last year – is already helping operators to get the most out of their data, both in terms of accessing and analysing customer information and monitoring and improving financial processes.

After just two days of training on eyeQ, leisure operators can build detailed queries and run highly customised reports using the standard query builder, while the Custom SQL feature enables the creation of even more complicated queries and reports. And for those challenges where operators need a helping hand, Gladstone can now provide that too – in the form of a bespoke data consultancy service offered exclusively to eyeQ customers by its in-house team of business intelligence consultants.

“eyeQ greatly enhances the ability of operators to write their own queries and do their own ad hoc reporting,” says Guy Bickerton, head of Gladstone’s data consultancy team. “However, there are always going to be instances where the issue is so complex that expert input is needed.

“As well as making the Custom SQL feature work for you, we can access data beyond the standard eyeQ reporting data layer (RDL), further unlocking the power of your data. In short, if it’s stored in your system, we will be able to extract it, and in the format you require.

“Whether you want help to create KPI reports or need us to create an interface between Plus2 and your finance system, our consultants will guide you through the process, and support you afterwards. Ultimately, our goal is to deliver a solution that not only makes life easier for the person using it but also adds real value to your business.”

What can data consultancy do for you?

• KPI reports: sales and usage, membership, attrition, booking and resource utilisation, and member demographics

• Marketing and pricing reports

• Finance extracts for interfaces between your member management software and systems such as SAGE, TechnologyOne and OpenAccounts

• Data cleansing

• Point of sale reconciliation

Norma Johnson Clerical Assistant Shetland Recreational Trust

In September 2014, Shetland Recreational Trust decided to invest in eyeQ, Gladstone’s new query builder and business intelligence tool. The trust has worked with Gladstone since 2001 and, in addition to the company’s signature Plus2 member management software, is currently using the Connect online booking system across its eight sport and leisure sites, as well as a Kiosk self-service unit at its largest site. eyeQ appealed to us as it offered us an opportunity to improve our reporting capabilities as well as our invoicing procedures.

We had been aware for some time that our invoicing procedures required updating. Plus2 did not link in to our financial software, so we had to create and print our sales invoices from Plus2, and then manually re-enter the details into our accounting system. With 100 invoices to process a month, each with around 10-15 invoice lines, we found this to be very time consuming, taking up to a full day of staff time and inevitably leading to some errors.

We believed eyeQ could help us solve this problem, but while it is possible to create simple reports after the two days’ basic training offered with the product, we knew that for something this complex we required extra support. Gladstone offers all eyeQ customers access to a data consultancy service – provided by a member of its in-house data services team – to assist with this kind of issue.

The service, which was charged per day, involved a consultant visiting us in Shetland for three days in December 2014, to better understand our processes and work with us to find a solution. By looking closely at the mapping of sales products within Plus2 and consulting with the suppliers of our finance package, he created an extract file using the custom SQL feature within eyeQ. This was able to pull the relevant data out of Plus2 and organise it for compatibility, before exporting it into Microsoft Excel ready for automatic upload into the accounting system.

After leaving Shetland, Gladstone continued to work with the supplier of our finance package to develop the extract file, and after some final testing we successfully completed our first upload in February of this year.

In terms of benefits, the sales invoice interface has made a great difference to our workload, with an immediate staff saving of one full-time day per month – time that can now be spent on more valuable tasks – while the automation of the process ensures a much greater level of accuracy.

In addition to these long-term benefits, the project has given us the confidence to work with Gladstone on other, higher-volume interfaces using eyeQ, which we anticipate will result in an even higher financial return.

“It has made a great difference to our workload, with a saving of one full day a month, while ensuring a much greater level of accuracy”

Originally published in Health Club Management 2015 issue 6