Sports facility management can be a complex and time-consuming task for local authorities. East Renfrewshire Council, located in Scotland, recently implemented Pitchbooking sports facility booking software, to streamline their operations and make sports more accessible to their local community. In this testimonial, we spoke to East Renfrewshire Council employee Kenny Ferguson about their approach to sports facility management and the benefits they've experienced along the way.
Tell us about the council, your role, and what facilities you offer.
East Renfrewshire Council is committed to providing a wide range of sports facilities to meet the diverse needs of our community. Our facilities include sports halls, outdoor pitches, swimming pools, and more. My role within the council involves managing these facilities and ensuring they are accessible to residents and local clubs.
How did you previously handle sports facility bookings? Describe the process. What administrative changes/benefits have you experienced since using Pitchbooking?
Previously, sports facility bookings were handled through a process involving phone calls and emails. Ad-hoc bookings were taken by our Customer Service team, while block bookings were manually input into a separate system, requiring the generation of statements using two different systems. These statements were then saved as Word and PDF versions and emailed individually to teams.
Pitchbooking streamlined our processes by allowing multiple inputs of bookings and granting our customers direct access to our available facilities. This meant they could book themselves, at any time, rather than being restricted to our Customer Service team's office hours. The administrative benefits were clear, saving time and effort for both our team and our customers.
What was the experience during the system rollout like for you and your team?
The system rollout was a positive experience for us. We received excellent customer support throughout the process. The training provided was comprehensive, and Pitchbooking was open to tailoring the system to meet our specific needs. Any questions or issues we encountered were addressed quickly and efficiently, making the onboarding process friendly and rewarding.
You work with a lot of local clubs to manage their block bookings. How do you process block bookings on Pitchbooking, and what benefits have you experienced since using our Subscriptions functionality?
Block bookings were already a part of our system, but Pitchbooking introduced a new level of flexibility. We could easily amend bookings and add exclusions, significantly speeding up the administration process. The introduction of Subscriptions simplified payments and made managing them a breeze.
How can Pitchbooking help local authorities make sport more accessible in their communities?
Pitchbooking excels at making sports more accessible in communities. The instant booking feature allows users to book and pay simultaneously, giving them control over the process. Online availability ensures that residents can see facility availability at any time, making it easier for them to plan their activities. Additionally, having complete oversight of facilities allows us to optimise usage and offer a wider range of options.
You have adopted a 100% online approach to bookings - why would you recommend this approach to other local authorities and how has it made a difference in the day-to-day operation of your facilities?
Our shift to a 100% online approach for bookings has had a significant impact on our day-to-day operations. It has eliminated the need for our Customer Service team to be directly involved in the booking process, allowing them to focus on other critical tasks within the Local Authority. This not only saved them administrative work but also saved our customers valuable time. With online booking available around the clock, customers can secure their bookings without waiting, reducing last-minute rushes and ensuring a smoother experience for all.
How does Pitchbooking help streamline payments for Finance Teams?
Pitchbooking simplifies payment processing by consolidating payments from a single source, Stripe. This consolidation makes it easier for Finance Teams to compile reports and identify payment sources, reducing the complexity of financial management. It streamlines the entire payment cycle, making financial tracking and reconciliation more efficient for the council.
Many local authorities are hesitant to go with a software solution to manage sports facilities due to the personalised/distinct nature of how Leisure departments are run. What would you say to other local authorities thinking about using Pitchbooking?
Streamlined Processes: Pitchbooking streamlines your facility management processes, reducing the need for manual intervention and waiting times for customers. This efficiency allows your team to focus on other important tasks.
Enhanced Customer Control: The system gives customers control over their bookings and subscriptions, eliminating the need for issuing permits. Users can easily manage their reservations in one place, making their experience more convenient.
Collaborative Booking: Pitchbooking supports individual booking processes for teams, allowing multiple team members to handle their bookings. This flexibility ensures that teams can efficiently manage their sports activities.
In terms of the ongoing support from your Account Manager, what has the experience been like for you and the Council?
The ongoing support from our Account Manager Matt has been fantastic. The service level was consistently high, ensuring a smooth experience.
Is there anything else you’d like to add?
Having dealt with several projects and companies providing new systems, I can confidently say that Pitchbooking was one of the easiest systems to manage, train on, and roll out to others. The support we received was exceptional, and I would highly recommend Pitchbooking.com to any local authority looking to streamline their sports facility management.