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Case Study

dlr Leisure

Working in Partnership with dlr Leisure

Gladstone is proud to work alongside dlr Leisure as not only their chosen Leisure Management Software provider but also their digital partner. 

Being the first Irish customer to move onto GladstoneGo, we take a look at their journey to Go and the measures that they have taken to drive digital success. 

Challenge

In 2019, Niall Cull, the CEO of dlr Leisure, began searching for the organisation's next Leisure Management Software provider. He was looking to work alongside a supplier that understood the Irish market, with the flexibility to adapt to business requirements, demonstrating an ongoing investment in digital provisions and solutions. 

Following the Covid lockdowns, Niall and his team wanted to deliver on rising customer expectations and improve customer service. They were not only searching for a software provider but also a digital partner. 

Niall Headshot
Niall Cull
dlr Leisure Chief Executive Officer

Solution

In July 2022, dlr Leisure switched to Gladstone. With a dedicated team on the ground, we worked alongside dlr Leisure to configure GladstoneGo, a future-proof Leisure Management System that is designed with the consumer in mind. Offering an integrated booking solution means that members across dlr Leisure's sites can find and book any class or activity within a matter of minutes. Reducing basket abandonment, our seamless online joining allows prospects to join in less than 5 steps. Fully customised with dlr Leisure's brand logo, GladstoneGo's online modules have transformed dlr Leisure's digital readiness. 

Using Recurring Card Payments to process memberships provides dlr Leisure's members with payment flexibility and the option to self-serve. Through Gladstone Reporting by Sisense, dlr Leisure has access to user-friendly dashboards which help to align their four sites and guide decision-making throughout the business. 

Results & Improvements

Increased Satisfaction

Both dlr Leisure and their customers feel that they are using a system that has been built for them. 

Increased Satisfaction

40% Increase in Online Bookings

40% increase compared to pre-covid. Customers are now able to self-serve using the GladstoneGo online bookings module.
40% Increase in Online Bookings

Improved Reporting

Gladstone reporting enables dlr Leisure to compare sites and the user-friendly system means that the reports can be used by anyone.
Improved Reporting

600,000+ Customers Served

Over the past 6 months using the Gladstone system.
600,000+ Customers Served

Reduction in Queues

Over the past 6 months using the Gladstone system. dlr Leisure are now able to take a concierge approach through the re-purpose of its staff.
Reduction in Queues

Improved Payment Processing

Using Recurring Card Payments is a modern way for dlr Leisure to take membership payments. Customers are now able to self-serve, meaning a reduction in dlr Leisure's admin time.

Improved Payment Processing

Company Profile

Formed in 2009, dlr Leisure manages and operates four public leisure facilities within the county of Dun Laoghaire Rathdown. With over 3,600 members, they offer gymnasiums, fitness classes, sports halls, all-weather pitches, high-usage PAYG activities and more. 

3,600 Members 

4 Sites Across Dublin

The seed to change providers was first discussed in 2019 and after much detailed review of the market and customer experience requirement, analysis of the change required and vision of the future planning was completed, the decision to move to Gladstone was easy. Our joint project work commenced in early 2021 with a go-live achieved on the 4th of July 2022
Niall Headshot
Niall Cull

CEO

We have the best provider/ product (Gladstone) to deal with the next 10 years in Ireland
Niall Headshot
Niall Cull

CEO

The Support received from the Customer Success team was appreciated by all the team at dlr Leisure.
Niall Headshot
Niall Cull

CEO

The varying reports you get from Gladstone Reporting by Sisense are far superior to other reporting systems that we’ve dealt with previously.
Niall Headshot
Niall Cull

CEO

We’re proud to fly the flag for Gladstone Ireland.
Niall Headshot
Niall Cull

CEO

Image of DLR