Web Design / Web Development / Online Booking / PPC

Background

Fulham Football Club was founded in 1879 and has played in both the Championship and Premier League, making them the oldest established football team from London.

THE BRIEF

In 2013, Fulham Football Club's Foundation required a website and an online booking system for their popular soccer schools. It needed to allow parents to book their children onto the soccer schools quickly and easily. Following a competitive tender process, UpriseVSI’s thinkBooker system was selected. As well as ease of booking, Fulham also wanted a solution which would decrease the amount of admin work required for each soccer school and improve their ability to market the schools to customers.

The Solution

A new website was designed which integrated with our thinkBooker online booking software. In addition, the solution included our thinkCRM database, which stores customer information, bookings, email communication and call logs. All customer interaction is recorded and used to provide business information about bookings and purchasing trends. This helps Fulham FC Foundation set pricing and develop targeted marketing campaigns to its database.

Since thinkBooker is geared towards allowing people to book and pay quickly and then requesting personal detail afterwards, it has reduced the sign-up process to only 2 minutes. In turn, this resulted in a significant increase in year-on-year bookings and an overall improvement in occupancy. Also, as thinkBooker is optimised for mobile or desktop and adapts to fit the particular device that it is being viewed on, it has significantly improved the customer booking experience.

In the weeks prior to the holiday courses, Fulham's administration team would be dealing with constant calls. Following the launch of the new website, 95% of bookings were made online, which allowed Fulham to reduce their resources and improve customer service. Innovations such as our automated player register have also helped to reduce preparations for the weekly holiday courses by a day a week. The thinkBooker system also allows the coaches to make on-the-spot bookings through a smartphone or tablet device for children who turn up with their parents on the day without a prior booking.

The Customer

The 'My Booking' area had the most significant impact on reducing Fulham FC Foundation’s workload. Customers were automatically given an account when booking. They could later return to this area and complete essential medical and consent information. Parents could easily see what information was required and, more importantly, thinkBooker would automatically email the customer asking for missing information, rather than Fulham having to constantly chase up parents.

WEBSITE PROMOTION

thinkBooker has full built-in search engine optimisation capability. Together with the work carried out by our SEO specialists, we managed to push the site to the top of the search engines for the highly competitive 'London Soccer Schools' search term. Together with targeted Pay-Per-Click campaigns, we have been able to drive significant additional sales through the site.

"thinkBooker is an excellent system which makes the booking process quick and easy for our
customers and cuts down the amount of admin work that our team has to carry out. UpriseVSI
is also very quick to respond to any support requests"



Sam Windridge
Head of Commercial & Fundraising
Fulham Football Club Foundation

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