A newly launched health club in Hurghada needed a reliable operational system to manage memberships, bookings, customer service, and daily operations. The management wanted to ensure a professional customer experience from day one while building a strong online reputation and maintaining operational control.

The health club was about to officially launch, or had just started operating, and the challenges were clear:

• Booking Disorder: There was a high possibility of double bookings for follow-up sessions with trainers.
• Memberships and Payments: It was difficult to track expired memberships or delayed payments.
• Member Experience: There was no unified protocol for welcoming new members or handling complaints.
• Reputation: In the age of online reviews, even one small mistake could lead to a negative Google review.
• The goal was to build a system that ensured an excellent member experience from day one.

We designed a fast and integrated solution that matched the nature of a service-based business:ERP
1. System for Services

• Member Management: A complete database for every member, including personal details, membership status, and visit history.
• Booking System: A simple and practical booking interface that prevents double bookings and distributes members fairly among trainers.
• Payments: Automated tracking of membership and payment status.

2. Internal Service Protocols – Service Blueprint

• Reception Protocol: How to welcome a new member, provide an introductory club tour, and explain the available services.
• Follow-Up Protocol: How the trainer should communicate with the member after each session.
• Complaint Handling Protocol: Clear steps for handling any complaint within less than 24 hours.
• Review Encouragement: A smart approach for requesting reviews after a successful experience, without using fake or paid reviews.

In less than one month from the start of implementation, the difference became clear:

• Improved Google Reviews: Positive comments started appearing, praising the organization, system, and speed of service. Complaints about disorder or double bookings disappeared.
• Better Quality of Potential Customers: New customers started coming through positive recommendations and reviews, which meant they were more committed and respectful of the club’s rules.
• Revenue Control: Monthly revenue became easier to track, and renewal rates could be identified earlier.
• Peace of Mind for Management: The team started working according to clear protocols, and management no longer needed to interfere in every small daily detail.

A newly launched health club in Hurghada needed a reliable operational system to manage memberships, bookings, customer service, and daily operations. The management wanted to ensure a professional customer experience from day one while building a strong online reputation and maintaining operational control.

The health club was about to officially launch, or had just started operating, and the challenges were clear:

• Booking Disorder: There was a high possibility of double bookings for follow-up sessions with trainers.
• Memberships and Payments: It was difficult to track expired memberships or delayed payments.
• Member Experience: There was no unified protocol for welcoming new members or handling complaints.
• Reputation: In the age of online reviews, even one small mistake could lead to a negative Google review.
• The goal was to build a system that ensured an excellent member experience from day one.

We designed a fast and integrated solution that matched the nature of a service-based business:ERP
1. System for Services

• Member Management: A complete database for every member, including personal details, membership status, and visit history.
• Booking System: A simple and practical booking interface that prevents double bookings and distributes members fairly among trainers.
• Payments: Automated tracking of membership and payment status.

2. Internal Service Protocols – Service Blueprint

• Reception Protocol: How to welcome a new member, provide an introductory club tour, and explain the available services.
• Follow-Up Protocol: How the trainer should communicate with the member after each session.
• Complaint Handling Protocol: Clear steps for handling any complaint within less than 24 hours.
• Review Encouragement: A smart approach for requesting reviews after a successful experience, without using fake or paid reviews.

In less than one month from the start of implementation, the difference became clear:

• Improved Google Reviews: Positive comments started appearing, praising the organization, system, and speed of service. Complaints about disorder or double bookings disappeared.
• Better Quality of Potential Customers: New customers started coming through positive recommendations and reviews, which meant they were more committed and respectful of the club’s rules.
• Revenue Control: Monthly revenue became easier to track, and renewal rates could be identified earlier.
• Peace of Mind for Management: The team started working according to clear protocols, and management no longer needed to interfere in every small daily detail.

“What the DOIT team achieved in such a short time was a small organizational miracle. The club now operates as if it has 10 years of experience in organization and customer service. The positive reviews we see are the best proof.”

— Health Club Owner