Learn how the partnership with Jonas Fitness’ software is the key to RAC’s member experience.
For large, multipurpose fitness facilities, club management software often operates behind the scenes until it becomes a barrier to growth, staff efficiency or member experience. For Rochester Athletic Club (RAC), ensuring its technology could keep pace with the complexity of its operations became a priority.
At 260,000-square-feet, RAC operates differently than a traditional gym. Programming spans aquatics, tennis, youth camps and a wide range of member activities, all of which require seamless scheduling, registration and account management. Because of this, leadership decided to look at new software options to support the facility.
“We had been with our previous software provider for nearly 20 years and if felt like the right time to explore what options were available in the industry,” said Sarah Stille, the assistant general manager of RAC. “Our goal was to make sure we were using a platform that could best support our members, staff and the continued growth of our club.”
Their choice — Jonas Fitness’ Compete Member Management Software.
RAC’s general manager Brent Frueh pointed to Jonas Fitness’ Compete platform as a key factor in the decision as it could handle the club’s ranges of programs while also strengthening the member-facing digital experience.
“We wanted to provide a system that made it easier for members to sign up for classes and programs,” said Stille. “Jonas Fitness offered the strongest platform, and by implementing this system our members have gained a more user-friendly way to register for programming.”
Members can now manage many aspects of their relationship with the club digitally through the Compete’s Empower ME platform, which integrates with the club’s website and mobile app.
While functionality and member access were critical factors in the original decision, RAC leaders say the ongoing partnership has proven equally valuable.
“Jonas Fitness has been a great partner and has always been responsive when we had questions or problems and needed a solution,” said Frueh.
The responsiveness was evident when the club recently transitioned to a new mobile app. The change created an unexpected challenge related to processing refunds back to member accounts — a crucial feature for a club with youth programming and scheduling changes.
Stille said the Jonas Fitness team worked directly with the club and its app partner to resolve the issue. “Their commitment to resolving the challenge helped make a better experience for both our members and our team,” she said.
According to Merissa Williams, the director of client experience at Jonas Fitness, partnerships like this are particularly important when working with complex, community-focused facilities.
“RAC is positioned like a family athletic resort, offering an ‘everything under one roof’ experience powered by the most advanced fitness technology and a strong member first experience philosophy,” said Williams. “Because RAC also serves as a true community hub, this partnership is especially valuable. We’re helping support a customer that’s building a more connected and future-focused fitness experience.”
As health clubs have begun to rely more on multiple digital tools like CRM platforms and mobile apps, flexibility and integration are becoming essential.
Williams said that Jonas Fitness is designed to do just that.
“Jonas Fitness supports health clubs by giving them a stable, enterprise-grade core system for club management, billing, reporting and member services, while also allowing them to build the right technology ecosystem around it,” said Williams. “Instead of forcing an all-in-one model, we take a best-in-breed approach with any integration needed.”
The company also assigns a dedicated client success manager to support each club. “A dedicated CSM brings the continuity and personalization to the client experience,” said Williams. “Clients are not left to re-explain their goals or concerns to multiple contacts. Instead, they work with someone who understands their organization, priorities and definition of success.”
For RAC leadership, the experience highlights the broader role technology vendors play in modern club operations. Beyond features and functionality, the relationship itself can influence long-term success.
“One of the most valuable aspects of working with Jonas Fitness has been the strength of the partnership,” said Stille. “We meet with the Jonas Fitness team monthly where we discuss ideas and address any challenges. The conversations have been meaningful because we feel that our feedback is heard and considered.”
Frueh echoed the importance of choosing partners that remain responsive as clubs grow and evolve.
“Club software is a vital organ of any gym or health club,” said Frueh. “We feel Jonas Fitness is on our side and honest with us on features and enhancements. Good partners are on your side and listening to your needs and concerns. They have always checked that box for us.”
For operators evaluating their own technology stacks, the RAC’s experience is a useful reference point. Selecting the right system matters but so does the relationship that surrounds it. A vendor willing to engage with operational complexity, adapt to evolving member expectations and invest in a club’s long-term growth can be just as consequential as the platform itself. The real value comes from a platform that serves as a foundation, not a limitation, while supporting the integrations, workflows and member experiences that fit their business.
