Stella Hull-Lampkin, the operations manager for BASI Pilates Academy, USA, located in Newport Beach, California, was after an affordable software that came with top-notch customer service.
The studio’s previous software was cost prohibitive for their size. When they needed another feature to serve their members, they had to hand over even more money. Then issues arose and the customer team was unresponsive, taking weeks to get back to her.
She knew she needed a software that not only fit their budget but also cared about their business.
“For us post-COVID, everything is a cost,” said Hull-Lampkin. “As far as switching from one software to another, I think we’ve saved over 50% with TeamUp. That’s huge for a studio that’s trying to ramp up and get back into the flow of things.”
Here, Hull-Lampkin dives further into what sets TeamUp’s customer service apart, how the software has eased operational stress and more.
What features of TeamUp’s software have provided the most benefits to your business?
Ease of use and cost. One of the biggest things with our previous software was while it was accessible, so many other studios used it. That made it almost too complicated for clients to utilize because they would be logging in under one account thinking they were trying to access this account. We spent a lot of time in the customer service realm, making sure they were logging into the correct account to access our studio.
The other pain point TeamUp solved was the ease of use for our team as well as our customers because our customers are on the older side. They’re 65 and over. It was really easy for us to transition them to be more self-sufficient on TeamUp. Whereas on the previous site, it was too much for them to get in there and do everything, purchase and schedule. TeamUp solved a couple of issues as we were looking at cost efficiency and customer user-friendliness.
Why is it so important to have such a reliable software partner?
Beyond just having a software partner, it’s about relationships. What I really enjoyed about working with TeamUp is there’s a face to everybody. It’s not a random email. There’s communication and follow up. That makes me as a business manager very at ease. I know if I have an issue or a question, there’s a point person versus this random form that goes into a queue where you’re left waiting. It makes life a lot easier.
How would you describe TeamUp’s customer service?
The TeamUp customer service is really excellent. There are very few companies we engage with as a company that has this level of customer service, and we value that because it’s how we run our business. It’s based on relationships and having a name, face and person.
Why should other club operators consider working with TeamUp?
If they’re looking for a solution to the norm, then they should explore TeamUp. I think they’ll find the transition from one software to the other relatively seamless. The team is very cooperative on that level to make sure your data gets over. The actual operations of it are very easy.
What I also enjoy is there is a place for users like ourselves to leave comments about where the software should go and how it should be tweaked. That means they’re actually listening to us and creating something that is useful to us. Whereas everybody else seems like they’re creating things and they really don’t know if we need it or not, and then we end up paying for it and we don’t need it. That’s one of the things I really like about TeamUp.
I can also look and see what other business owners are thinking about, and how to streamline their systems. It makes it very easy. The library of resources that TeamUp has available to us as business owners and information on how to communicate different things to our clients if we want to use that is very vast, and they’re constantly building on that.
Anything else you’d like to add?
Reporting with TeamUp is very useful. Especially looking at it from the dashboard, it’s very easy to understand. It gives me a full overview of money coming in, money going out and anticipated packages that are ending. It’s also easy to export information into the Constant Contact feature so I can continue relationships with my clients.
