AnyTime Fitness clubs in Surray deliver excellent customer service with VoIPstudio

Industry

Fitness & Leisure

Company Size

15-30 Employees

Headquarters

Surrey, United Kingdom

Founded

2002

About

As the largest and fastest-growing 24-hour fitness franchise in the world, Anytime Fitness’ mission is to help us all be healthier and fitter, increasing our energy levels and reducing health risks. Its franchise model provides people who want to set up their own gym with their brand, knowledge, experience and expertise. The company provides its members with access to more than 160 UK and 4,500+ gyms worldwide.

The Challenge

John Quin has set up three Anytime Finess gyms in the Surrey towns of Dorking, Farnham and Leatherhead.

John is focused on providing members with the best possible experience, both within the gyms – and when they contact the gym from outside. As a result, the gyms have been busy since day one, attracting residents and people working locally who appreciate the high-quality equipment, interesting classes and gym instructors who are always on-hand to encourage and help them.

The Anytime Fitness franchise approach appealed to me as I’m a people person. I want to be in the gym helping members achieve their goals rather than having to focus on back-office tasks. The same goes for my phone system. I wanted a cost-efficient system that is easy to use with no maintenance requirements and a minimum of fuss. I looked at the VoIP system offered by the company that kitted out our gyms and I thought it looked like a lot of money for what it was actually offering.

The Solution

The VoIP Reception console was installed onto Anytime Fitness’ main PC and enables John to manage call forwarding through a simple drag and drop menu.

One local telephone number provided by VoIP studio services all three gyms, with calls being directed to multiple mobiles as well as the PC and the app on a laptop. This means that calls are picked up promptly regardless of which gym John is at, with calls covered by other people when John is busy – or having a well-earned day off.

John says that most calls are recorded for training and reference purposes. He said that he likes that recordings last for years as he is able to pull up past conversations between members and his team about their fitness goals and aims ensuring that members needs are being met – and providing that all important personal touch.

VoIPstudio has never let me down.

Our members live busy lives. When they call they don’t want to be put on hold, or have to wait, they need information and quick, fast answers. VoIPstudio has never let me down. It is easy to use, fantastic value for money, and provides us with a fixed price for all our voice telephony needed. Everyone I’ve recommended it to uses it and the feedback has always been super-positive.

The Impact

Incoming calls to all three Anytime Fitness gyms – Dorking, Farnham, and Leatherhead – are answered around the clock, ensuring members and prospects are always able to reach someone. Thanks to VoIPstudio’s efficient call routing, callers rarely end up on hold, and the voicemail feature is used only occasionally.

The system allows calls to ring across multiple devices, making it easy for team members to pick up whenever they are available and not with a customer. This flexibility supports excellent response times and customer satisfaction.

Incoming calls to all three gyms are always answered, night and day. People rarely end up on hold and we don’t have to use the VoIPstudio voicemail feature very much either.

VoIPstudio’s all-inclusive monthly pricing is another key advantage, offering predictable costs without the hidden charges often seen with traditional phone systems or other VoIP providers. The value delivered, alongside frequent feature updates included within the fixed price, continues to impress.

Excellent customer service is a priority for both Anytime Fitness and VoIPstudio. With a dedicated support team always available, VoIPstudio has proven to be a reliable partner in maintaining high service standards.

The positive experience has led to VoIPstudio being recommended to other Anytime Fitness franchisees, as well as to a local dental surgery, where the system is used to direct emergency calls to the on-call dentist automatically.