Legend and Serco
A TEN-YEAR EVOLUTION
The Business Case
When Serco Leisure Limited set out to replace its front of house software 10 years ago, they embarked upon a journey that fundamentally transformed the way the business operates. Moving from a manual legacy system with limited functionality and almost no data reporting capabilities, was the beginning of a technology-led revolution that has created a highly efficient organisation that truly puts the customer first.
The Customer Journeys
From Front of House to Mobile App
When Chris Puszczynski-Phelps (management information manager), joined Serco in 2007 increasing systems efficiency and streamlining processes was crucial. Puszczynski-Phelps says: “From a technology perspective, the business was not operating at the forefront of what was possible. We knew we could do so much more with improved workflows freeing up internal resources.
It was evident that technology would be an enabler, facilitating data visibility throughout the business and improving our service to our local authority clients and the communities they serve. Serco selected Legend Club Management Systems’ software (Legend) to replace the legacy front of house system and to establish a single, central database for all customer and membership information.
Puszczynski-Phelps says: “The changes Legend enabled were huge. In nine months, we reduced mountains of paperwork and wasted man days from manually capturing member details, and found we could automate as much as we wanted to. It was a real game-changer.
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