DR JOHN MORGAN

How to reduce downtime...
“Asset Management automatically
reports equipment faults directly
to the service department”
“Tablets allow
engineers to view and
update service history”
Joe Riley, operators manager, Pulse
Rob Thurston, commercial director, Cybex UK
“Cybex’s new feedback system, Asset
Management, allows customers
to register each product online
using the product’s unique
serial number. Once registered,
customers are able to automatically
report equipment faults directly
to our service department, and
view the service history log
for each piece of equipment.
“It also allows staff to track
equipment usage, so they can
swap machines around if, say, one
spot in a row of treadmills is more
popular. This ensures even usage,
increasing equipment’s lifespan.
“Another function sets and tracks
tasks for gym staff – which can
include cleaning or maintenance
checks – to ensure each piece
of equipment is being managed
correctly and effi ciently.”
“We’ve seen a decline in direct calls to
the office thanks to the implementation
of our online service portal in August
2014. This allows customers to log in to a
website and view a stock asset list, raise
service calls, view progress of service
calls, request parts and export KPIs.
“Our in-house service engineers
have also been issued with tablets
giving access to the new service/
stock management software, so
all calls, service history, parts
and availability are viewed and
updated seamlessly. As a result,
we’ve seen an improvement in
the speed and effi ciency
of service calls.
“Each customer is
given a digital and hard
copy handover pack,
including details on
how to access and
use the online portal.”
“The Active Light Status shows at
a glance when a service is needed”
Adam Hubbard,
director of product management, Precor
“Our extensive survey revealed
it’s all about reliability, so the
new Precor Experience Series
treadmills incorporate a new
motor drive system that draws
fewer amps and improves internal
cooling, which in turn increases
the reliability of electronic
components by four times.
“Another key addition
is the brand new Active
Status Light, which alerts
facility staff and service technicians, at a glance, when
service or maintenance is needed. It fl ashes yellow every
1,000 miles to indicate that maintenance is required.
“The new machines are simple to install and very easy to
clean, avoiding small cracks that are diffi cult for the cleaning
crew to reach. By incorporating feedback from service
technicians, we’ve also ensured our new treadmills are even
quicker to service, with common maintenance jobs such as
replacing the belt or deck achievable in just 20 minutes or less.”
“Preventative maintenance
will save money”
Susie Marriott, commercial director, Servicesport (UK)
“As an
independent
service provider,
the more we
know about what
our customers
have, the more
predictable
our parts
stock can be.
“Our engineers have a
hand-held device linked to
our management system,
and this allows them to
capture data relating to the
condition of the equipment
– right down to detail like
wear and tear on belts.
Our parts stock is adjusted
every time we start a
new service
agreement with
a customer.
“We provide
our customers
with a service
manual that
shows them how
to regularly clean
and preventatively
maintain their equipment in
between their preventative
maintenance service:
it never costs as much
to maintain equipment
properly as it does to have
a high number of reactive
call-outs and a shortened
life of equipment that
hasn’t been looked after.”
November/December 2014 © Cybertrek 2014 Read Health Club Management online at healthclubmanagement.co.uk/digital 83