How Alpin Strength Zürich recovered revenue from unused training packages

Company Overview

Alpin Strength Zürich sells personal training in blocks of ten sessions. Balances were tracked on cards members carried, which were lost regularly, and expiry dates were never enforced.

Challenge

• Session balances lived on paper cards members lost several times a month
• Trainers tracked sessions from memory when a card was missing
• Expiry dates were not enforced, so packages sold two years ago were still being claimed
• Around 15 percent of package revenue was effectively delivered twice or disputed

Solution

• Session balances live in Solstice Studio OS and are visible to the member and the trainer
• A session is deducted at the point it is delivered, with both parties seeing the same balance
• Expiry is applied consistently with reminders at 60 and 30 days remaining
• Members can see their balance in the app, which removed almost all balance questions

Results

• Disputed or double delivered sessions fell from around 15 percent of package revenue to under 1
• Expiry reminders prompted members to book, which converted unused sessions into attendance
• Around 1,900 euros a month of previously leaked package revenue is now retained
• Trainers stopped being placed in the position of arguing with clients about balances

Customer Testimonial

"This was leaking money in a way I could not measure, which is the worst kind. The bigger problem was that it put trainers in an impossible position with their own clients. Everyone seeing the same balance took the argument out of it entirely."

Tanja Keller, Head Coach, Alpin Strength Zürich

Key Benefits

• Session balances visible to member and trainer
• Sessions deducted at the point of delivery
• Expiry applied consistently with advance reminders
• Balance questions answered in the app

Solstice Fitness Studios replaced Alpin Strength Zürich's paper session cards with one balance everyone can see, closing a leak worth about 1,900 euros a month.