"Equinox Fitness Flexes Its Customer Service Muscles with a HEAT™ Solution for Membership Freezes"

Since going live with its HEAT system in May 2004, Equinox Fitness quickly realized an increase in revenue – from capturing monthly payments for non-medical freezes – and significant cost savings, as consistent policy enforcement cut down on the number of illegitimate medical freezes granted. 

In addition, Equinox made important customer satisfaction gains by empowering customers to manage the freeze process via the Web, and by allowing front desk personnel to focus on serving members instead of tending to administrative tasks. Furthermore, centralized control and management reporting give Equinox managers
an up-to-the-minute picture of membership freeze activity levels.

“We solved many challenging customer service and management issues with one HEAT application,” says Grayson.  “The Equinox experience touches all aspects of a member’s involvement with our clubs; it’s an integral part of our brand. The HEAT membership freeze system extends the positive feeling our members get from working out at Equinox, beyond the time they spend at our facilities.” 

“The membership freeze system is an ideal example of HEAT’s versatility,” said Steve Dreyer of SMA Management Systems.  “We were able to rapidly implement a solution tailored to meet Equinox’s specific needs, and have it deliver a strong return on investment, fast.”

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