‘At One’ Day Spa: improved customer experience
Through collaborative working, Control and Shift have helped ‘At One’ Day Spa improve their customer experience and IT effectiveness. Control and Shift worked with ‘At One’ Day Spa’s management to make their IT configuration and usability more effective thus giving an improved and seamless customer experience that reinforces ‘At One’ Day Spa’s brand position.
They were really proactive and from the start, they’ve been really supportive. They recognise the fact that I have some IT knowledge and look to work with me and if they can’t talk me through it, they’ll come and fix it
About the client
‘At One’ Day Spa is an independent boutique day spa just a stone’s throw from the Colmore Business District in Birmingham city centre. They provide a range of treatments and massage services to busy professionals who expect and receive high standards. Established 7 years ago by Beth Davies, ‘At One’ Day Spa now employs 7 highly trained and experienced therapists, delivering expert treatments and using only the best products.
As is often the case with smaller businesses, the owner-manager wears many hats and Beth was no different. Having an IT background, Beth had also been handling the business IT infrastructure however eventually, all the pressures built up to a point where it was not sustainable.
One of Beth’s friends and business associates helped conduct a review of ‘At One’ Day Spa and suggested that they consider outsourcing their IT support. As Beth’s friend had a pre-existing relationship with Control and Shift, she recommended Beth bring in Control and Shift to make an assessment.
Being located in Birmingham’s Great Western Arcade which is a Victorian era building, with thick walls and multiple neighbouring businesses, a real challenge for ‘At One’ Day Spa had been the WiFi signal strength and reliability.
For such size of business, ‘At One’ Day Spa is relatively advanced in terms of its IT systems and requires tablets to be connected whilst in different treatment rooms. They utilise a client management system, linked tablets and a VOIP telephone system to contact customers and manage their appointments. Also, as many customers are busy professionals, they are often required to remain connected whilst having a treatment. As such, internet and WiFi connectivity are business critical to ‘At One’ Day Spa.
We are very pleased with the result and that the team at ‘At One’ can deliver an even better customer experience.
Control and Shift worked collaboratively with Beth to design solutions that worked where possible with existing hardware to avoid unnecessary expense. One example of this is the WiFi system ‘At One’ Day Spa had that was not working effectively.
They had a number of Apple AirPort transmitters which had been used previously to play soothing music in treatment rooms. However, these had become redundant and were unused. Control and Shift used the AirPort system to enhance the WiFi transmission throughout the premises allowing the team to introduce tablets linking staff to the centralised client management system and giving customers a separate WiFi access.
“By working alongside Beth and using her IT knowledge and existing equipment, we have been able to implement a more robust network solution without the need for significant additional expenditure on hardware,” commented Rob Savage, Managing Director of Control and Shift. “We are very pleased with the result and that the team at ‘At One’ can deliver an even better customer experience.”
Overall, Control and Shift has substantially improved the IT connectivity enabling reliable staff and guest WiFi networks and has joined up all ‘At One’ Day Spa’s business systems.
As a result of the improvements made by Control and Shift, ‘At One’ Day Spa feels it has a much-improved experience for their customers and also the team is more reassured that the systems work effectively. Additionally, if something goes wrong, the team know they can call on Control and Shift and trust them to resolve remotely or if required, come out to the spa to work on site.
“They were really proactive and from the start, they’ve been really supportive. They recognise the fact that I have some IT knowledge and look to work with me and if they can’t talk me through it, they’ll come and fix it,” says Beth.
‘At One’ Day Spa’s VOIP system is helping generate more business as they get notification of any missed calls which they are able to call back even if a message isn’t left. This process is helping the team secure new customers who may have gone elsewhere in the past.
Control and Shift’s support has freed up more of Beth’s time and relieved some of the pressure, so she can focus on her role of building relationships rather than worrying about IT systems. “What Control and Shift have done has been really effective for us,” Beth summarised, with a big smile.
Finally, customers have a seamless and positive experience and are more likely to return and recommend ‘At One’ Day Spa.
If you’d like to see how Control and Shift could improve your IT effectiveness, please contact the team.