Case Study
MVP Sports Clubs is a health facility management company with operations in West Michigan.
The Customer
MVP Sports Clubs is a health facility management company with operations in West Michigan. MVP Sports Clubs represents quality and success in health and recreation in all facets of the community.
During covid when all health and sports facilities were closed, it became imperative for MVP to identify ways to keep the members engaged, revenue protected and continue to provide value to the ecosystem.
Key Information
Platform Scale
Mobile responsive Web Platform, Hybrid ReactNative based Mobile app for customer experience, engagement and customer operations for all health and sports facilities under brand MVP.
Technology
Microsoft .Net MVC, AngularJS, ReactNative
GTEN Role
Engineering Partner
Client Growth
Customer Experience Rating improved to 4.9/5
Customer Enrolment & Onbaording time reduced by 80%
Key Challenge
• Technology being used was developed over a period of few years. Development done out of necessity instead of a planned product development always has issues to scale and high cost of maintenance.
• MVP web application was developed over years with different developers working on it also had lack of coding standards which contributed to high maintenance and fragile code base.
• Mobile apps were developed but not maintained as per latest releases from iOS and Android leading to outdated libraries, lack of support and broken features.
GTEN Solution
Our solution was based on bringing in best engineering practices and rigour
• Improve customer experience by updated front-end of both web and mobile applications as per latest material UI design
• Optimize database schema to remove tables, procedures not used to improve application performance and response time
• Updated and redeveloped critical user facing features of mobile app for both iOS and android
• Developed new payment flow for membership taking it from offline in the club to online from web app and mobile app
Benefits Achieved
Following benefits were delivered to customer
- Increased revenue by 160%
- Improved customer engagement by 80%
- CSAT went up from 3.7 to 4.9
- Geotagging of facilities with integration with membership records to improve customer visit to facility by 70%
Customer Voice
We are very grateful to GTEN for their ability to fill in the gaps with their technical expertise. As we’ve navigated the difficulties of staffing shortages and business pivots, GTEN has provided us the assets we’ve needed to maintain business continuity. They have provided talent from the whole spectrum of our needs and to fit our budget for business critical projects, whether we needed front end or back end only or a database developer or a full stack developer, they’ve been able to help us succeed. The ability to ramp up and ramp down the assets we’ve needed with the skills demanded as we’ve needed them has allowed us to be agile during a period of disruption and change in our industry.
Mike Lodes
Chief Marketing & Technology Officer
MVP Sports Clubs
