Macquarie University Sport & Aquatic Centre is a multi-purpose fitness venue offering everything from a state of the art health club to swimming pools, squash courts, sport clubs and outdoor fields. It attracts over 850,000 annual attendances
With 6 squash courts, 8 badminton courts and 6 outdoor playing fields, demand for court (& field) space is high, especially during the evenings.
Such is the demand, members would ring up 5 minutes in advance of court booking opening times, just to be put on hold so they were first up to book when they did open.
The Links Online Customer Portal, in Active Carrot, provides the perfect platform to move all court & field bookings back onto the customer. Members are able to log on to the portal, see availability in real time, and make their bookings then and there.
The portal automatically recognises if the member has already used their free daily hire allotment, and will charge their credit card appropriately.
Active Carrot also caters for all casual users.
In the first month alone, the online customer portal took over 750 phone calls away from reception. At 2 minutes a phone call, this equates to over 25 hours of reception time that was freed up to assist members’ onsite. In the second month, this increased to over 1000 bookings done online.
“The online booking features of Active Carrot has substantially improved our members’ experience and improved operating efficiency. Members are now able to book court facilities online within the scope their membership inclusions. They also receive confirmation of their booking via email that has improved their customer service experience and avoid any confusion relating to their booking. Feedback from our members has been extremely positive.” – Craig Lambeth