A seven-figure investment in infrastructure and R&D by Club Systems International (CSI) is already beginning to bear fruit for its clients.
Supplying nearly 2,000 clubs in the UK&I – along with customers as far afield as Dubai, Ghana and Sri Lanka – CSI is the market leader in the design, build and support of golf club IT systems. And with this significant investment it’s also become the market leader in customer service.
Having moved to a larger office in central Manchester, from its previous base on the edge of the Peak District, CSI has been able to recruit more staff which has enabled the customer service support department to reduce drastically call waiting times.
Darren Wood, CSI’s customer relationship manager, explained: “Customer support is essential in building trust and loyalty with the client base. And nothing frustrates more than sitting on a telephone line while waiting for somebody to answer the call.
“It was our intention to cut waiting times by 50 per cent – and we’ve already exceeded that. In the last 12 months we have reduced the incoming call-waiting time to five minutes during peak times, with those that go over that offered a priority call back.
“This new process is working reasonably well although we are still determined to improve further. To that end we will be employing three extra staff members in customer support from next month. We will also have two extra business administration apprentices who will cover a range of duties, while, in order to stay at the forefront of golf club IT, we have another developer starting next month and we are still actively looking for others.”
CSI’s focus on development has seen the digital Signinbook, which was launched just last year, make inroads into the domestic golf market, while the new HowDoiPay software, designed to make subscription collection and payment more simple, is currently undergoing successful trials at a small number of clubs.
Wood added: “HowDoiPay will also make it simple to top up loyalty cards online and it integrates with premium credit and our cloud-based ClubV1 management system – which is now in use at more than 800 clubs – enabling clubs to become a cashless business, which, from our many conversations with clients, is the ultimate aim of many.
“We have also launched our new ultra-responsive websites, which are an upgrade to our original CSI Sites, plus we are also now offering bespoke website design, which we’re sure will prove popular moving forward.”
CSI has been designing, building and supporting IT systems for golf clubs since 1982. Now, with nearly 2,000 golf clubs in the UK and Ireland – along with customers as far afield as Dubai, Ghana and Sri Lanka – CSI has grown to lead the UK&I golf club market.