Acquiring software and billing services for your health club is one of the most important business decisions you will make. Whether you are a start-up club, or an existing business searching for new services, you’ll want to ensure that you are choosing the right service provider who can meet your software and billing needs now and in the future.
Let’s take a look at the ten categories of information you should explore during this selection process:
1. A proven industry leader: Ask how long the company has been in business. Are they a start-up, or have they been servicing clubs with software and billing services for years? Don’t underestimate the value of industry experience. A company’s retention rate will tell you a lot about their ability to satisfy their customers’ needs over the long haul. Ask for referrals in your area for verification.
2. Software, billing and collections integration: Does the company offer a complete integration of billing and collections services, or would you be forced to deal with multiple companies to achieve these tasks? Some clubs work with as many as four different companies to complete their billing. An integrated approach can save you time and money – with one phone call, you should be able to reach software and hardware technical support, your sales rep, the billing department or collections. Easy!
3. Health club professionals: Why deal with a sales rep when you can align yourself with an industry professional who understands the day-to-day operations of your business? Companies that hire former health club managers, sales managers and operation directors can offer you the understanding and experience that you are seeking. Search for a company that offers a “team” approach in which every employee is able to assist you if your rep is unavailable.
4. Free technical support: Find a company that does not charge for software-related technical support. This is a company that wants your business long term, and it eliminates the frustration that ensues from a lack of understanding. A club that has to pay for tech support will often choose not to call for help and stumble along with everincreasing dissatisfaction. Don’t let this happen to you!
5. A company that has to earn your business each month: Why pay thousands for a software package up-front? A large upfront investment in software can become a strong deterrent in the future to seeking other solutions if the one you choose doesn’t work out. Look for a company that only requires a 30-day notice to resign, and be sure they do not have a cancellation clause buried in their contract. You should not have to pay a per-member exit fee to discontinue your service.
6. Free upgrades: Like technical support, if you have to pay for it, you may not upgrade. A company that wants you to use their most up-to-date software is a company that is interested in your long-term growth and success. In multiple club chains, this becomes even more important. Corporate offices for club chains typically want the same reports from each location. If each club is on a different version of the software, the ability to produce these reports may be compromised.
7. Hardware experts: Purchasing computers and peripherals online or at a local store can appear to be a less-expensive option. But, are you getting the best advice? Find a software provider who knows about hardware; who will load the programs, antivirus software and peripheral drivers, and who will advise you on which operating system will function best with their software. Unlike the online stores, these service companies will be there after the sale to assist you with troubleshooting issues that may arise.
8. Back-up options: Whether your club data resides locally or on your provider’s server, don’t downplay the importance of backing up your data. Look for a software company that can advise you on the options available and configure the device for you. Every club needs a backup system, not just for their management software, but for all electronic documents. You have spent valuable time compiling your records; don’t lose them to hardware failure.
9. Full service or full control: Seek a company that allows you to manage your data, or will manage it for you, and allows you to easily switch between the two options. At first glance, a full-service option may seem more expensive. However, when you consider the cost of staffing a position to handle these tasks in-house, and you factor in employee turnover and training, full service may be less expensive in the long run and will provide the consistency you expect. The software and billing companies you are considering should be able to help you do an analysis for your club. Ask them for a cost comparison based on your club’s current billing records or projections.
10. Security: Be certain the software and billing company you choose is certified CISP compliant. Certified, compliant companies have met 12 specific requirements set by the Cardholder Information Security Program in order to securely store your credit card information.
The process of gathering information from software and billing providers on these 10 points should give you a good idea, not only of what they offer, but also of how they work with you. Going through this process will allow you to objectively decide which company will work best for you.
Kate Dumas is a Sales Associate with Twin Oaks Software. She can be contacted at 866.278.6750 x 296, or by email at kdumas@tosd.com , or visit www.tosd.com .
