1LIFE DIGITALLY ENGAGES MEMBERS WITH TRUECOACH - HARLANDS GROUP
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1Life Digitally Engages Members With TrueCoach
Based in the UK, 1Life manages over 30 Local Authority facilities including leisure centres,
swimming pools, golf courses and theatres. The innovative lifestyle and management
solutions operator aims to engage and enhance the lives of those in the local communities
it serves.
With over 10 million customer visits a year, 1Life serves more than 40,000 gym members and a further 15,000 swim
school members.
COVID-19 Drives Dramatic Operating Changes
Like many leisure operators across the world in 2020, 1Life has been forced to adapt to rapidly changing operating
practices and the enforced closure period during the COVID-19 pandemic.
Without an online or virtual membership option in
place, 1Life acted fast to build a compelling online “Almost overnight we required an at home solution to
fitness package. The operator had multiple serve members. Our team quickly mobilised to build a
objectives in mind, including: package that would allow us to keep members engaged
Keep members and wider communities healthy while supporting our organisation. We needed a
and active while safe at home solution that was easy to manage, quick to launch and
Engage members with regular content to value for money, TrueCoach matched the bill.”
reduce the risk of attrition during this
Steve Bambury
uncertain period
Commercial Director
Maintain a revenue stream for the organisation
1Life
to allow for the continuity of operations
Copyright
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© TSG Europe 2020
1Life Digitally Engages Members With TrueCoach
Upon logging into the DFC membership payment management portal, 1Life discovered that an extended trial of
TrueCoach was available.
DFC, along with fellow TSG solutions such as Harlands Group and Legend Club Management Systems, has offered a 90-
day free trial of the TrueCoach digital fitness platform, also a TSG business.
Delivering Daily Workouts For A Diverse Audience
Getting started with TrueCoach was quick and easy, 1Life signed up to the trial and received immediate access to the
intuitive platform. The team was able to explore and get to know the platform without the need for any implementation
or integration work. Simple branding and theming options allowed for basic customisation.
As a forward-thinking operator, 1Life recognised that TrueCoach could be employed to enable the delivery of an ongoing
programme of workouts, alongside nutrition tips, to a base of opted-in members. Helping to keep members active and
engaged at home.
The operator chose to include TrueCoach membership as
part of an online fitness package, which also incorporates “The platform is really intuitive, really simple to
Les Mills On Demand access, discounts from Physical navigate and, without any training or guidance, we were
Company and Myzone and other exclusive content. able to understand that it would meet our objectives for
the online fitness package we were building.”
Members have been able to reinstate regular monthly
membership payments or sign up for a virtual membership David Conway
option for £9.99 a month. For those opting to pay their Contract Manager
regular rate, 1Life decided to donate 25% to MIND, a 1Life
leading UK mental health charity.
Following a mass targeted ‘one size fits all’ approach to using TrueCoach, when a member opts in to the online fitness
package, details are uploaded to TrueCoach in a phased approach. This has allowed the member to sign up to TrueCoach
and get access to a workout programme.
This workout programme has been built by 1Life with accessibility in mind. It aims to suit members of all abilities, tastes
and ages, and regularly includes family friendly options. Daily workouts have been built using content from a range of
sources including proprietary 1Life videos, third parties such as Les Mills and the TrueCoach library of premium quality
exercise videos.
When support has been needed along the way, 1Life found the team at TrueCoach to be responsive with the option of
telephone support, as well as access to a chat bot for answers to quick questions.
Copyright
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© TSG Europe 2020
1Life Digitally Engages Members With TrueCoach
Engaging Members & Supporting Operational Needs
In the first month of launch, almost 1,500 members took up the online fitness package. Around 10% have gone on to
actively use TrueCoach. 1Life has also been able to sign up a modest number of non-members to the package, providing
a pipeline for conversion to full memberships in the future.
Members have provided positive feedback on the TrueCoach platform, including liking the structure that the
programme of workouts provides and that the whole family can get involved.
By choosing TrueCoach, 1Life has been able to:
“In a world where there are so many options available and
Engage the diverse communities it serves with a
you can choose from an overwhelming number of free online
structured workout programme catering to the
workouts, members appreciate the structure of the plan
needs of many
delivered via TrueCoach. Members find the visibility of what
Provide members with workout options that can
their workout will be from one day to the next reassuring
be done in the comfort and safety of their own
and like the guidance provided.”
homes, reducing the risk of attrition to other
providers at this time
David Conway
Support its operations with income from
Contract Manager
membership fees collected whilst supporting the
1Life
work of an important charity
Whilst the facilities it operates remain closed, 1Life will continue to gently push the online fitness package and
TrueCoach to members and the wider local communities it serves.
Beyond the closures, the platform offers 1Life the opportunity to create ‘bolt-on’ options to enhance the membership
experience. For example, members with specific goals and dietary needs could opt-in to a nutrition bolt-on with access
to exclusive nutrition advice, meal plans and more delivered via TrueCoach.
Copyright
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© TSG Europe 2020
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