Project overview
This project involved building a custom fitness booking and member management platform for a gym group with two sites. The client was using a combination of a generic booking system and spreadsheets — with poor member visibility, high no-show rates and no proactive retention system.
The challenge
No-show rates were running at over 30% for group classes, wasting instructor time and capacity. Members who reduced their visit frequency were not being proactively re-engaged before cancelling. The management team had no clear view of attendance trends, popular classes or at-risk members.
The solution
We built a custom booking platform integrated with the gym's access control system. Automated reminder sequences reduced no-shows — combining WhatsApp reminders 24 hours before and a final reminder 2 hours before each class. An AI attendance monitoring system identified members whose visit frequency was declining and triggered personalised re-engagement messages before they cancelled. Management dashboards provided real-time visibility of attendance, class popularity and member risk scores.
Results within six months
No-show rate reduced from 31% to 17% — a 45% improvement. Member retention improved by 28%, with at-risk members identified and re-engaged before cancelling. Class capacity utilisation increased by 22%. Management saved approximately 8 hours per week on manual reporting.
💡 Losing members without knowing why?
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