Part 2 of 3-part series “Digital Handcuffs.”
The fear of a data transfer should never stop a business from switching gym software. Yet these two Gym Insight customers waited months before installing our award-winning software, only to learn their credit card information was held in digital handcuffs.
In this second of three blogs in our series “digital. handcuffs,” we profile two gyms who simply needed to change software companies — yet instead, faced months-long headaches as they fought for their clients’ data.
Twisted Steel, Colorado
Twisted Steel is a strength training gym in La Junta, Colorado. The single-location, 10,000-square-foot center accommodates about 1,000 members and offers a women’s-only training area. Kendall and Tim Jacob bought the original business in 2014.
In 2023, they began searching for a new gym software provider. Their current software firm’s design did not work well for their growing business. It could not accommodate late fees, was “clumsy,” in its design and defaulted to charging clients’ “zero,” which gave members access to the club without paying the monthly charge.
In their search, they found Gym Insight but still hesitated, fearful of being trapped by another fitness software firm. “It took a while before we started the process,” Kendall admits.
Frankly, Kendall says, “If it was only up to us, we would have stayed with our old software firm because of the hassles.”
By May of 2024, co-owners Kendall and Tim Jacob were ready to transfer member data onto our system. Except — the payment processor was not. It took another six months to retrieve and untangle credit card information from their payment processor.
In the interim, both owners and our west coast sales team called the payment processor nearly daily to retrieve their credit card information. It was a frustrating game of hand-off as each employee directed them to a different person.
Ironically, their gym management software company exported their customer names and addresses almost immediately. It was the credit card data they could not access.
Eventually they gained the head person’s phone number and talked her into releasing their credit card numbers.
Unfortunately, the credit card information came in completely mixed. Six hundred credit cards without accompanying member names — nothing was linked correctly. While most companies would have given up at this point, our technology team tackled the challenge like a puzzle and eventually pieced all their data together. They “flipped the switch” to Gym Insight in October of 2024 – six months after asking for their data!
What’s been better with Gym Insight for Twisted Steel?
- Software is more user-friendly and updated regularly.
- Tech and sales team members helpful in customizing the software.
- Tech team is upfront about what can be accomplished and what cannot.
- Software firm acts on suggestions for improving/changing software.
- Cannot charge an account “zero.”
Since starting with us in October, Twisted Steel is up 400 members – the only difference? Gym Insight. The best part for Kendall? Administrative time has been knocked down to about 20 minutes each day — an achievement worth the effort!
Nautilus Fitness Center, North Carolina
This three-location gym decided to switch software for a common reason: owner Scott Soule and gym manager Dana Jackson Crotts had outgrown their provider and needed a more sophisticated system.
Unfortunately, their payment processor company did not agree. Even though their payment equipment broke down frequently and customer service was non-existent, the provider was an international company with the skills and technology to protect their territory.
Once Nautilus decided to switch to Gym Insight in February 2025, it would take the next five months to finally retrieve some of their data. Throughout, Crotts and our east coast sales team called the processor every other day asking for their credit card information. Each call exceeded two hours.
Finally, Crotts retained an attorney and threatened a Letter of Intent. The company took notice and released 900 tokens of data. The problem? Only 11 credit card numbers matched. That left nearly 2,000 members’ credit cards behind.
By this time, they were paying fees to their original gym software company, Gym Insight and to the payment processor. To cut their losses and move on, they directly contacted all 2,000 members for their payment information.
The losses were significant. More than 100 accounts begged off — as people do when given the opportunity to quit a gym.
What were the benefits of switching to Gym Insight?
- Excellent, pleasant and accessible U.S.-based customer service
- Paperless, automated billing
- Digital keytags and barcode scanners for 24/7 access
- Sales Guru sign-up link on Instagram account
- Promote classes on Sales Guru software.
The best part? The sales team helping us “fight tooth and nail,” to retrieve our information, Crotts says.
How to avoid picking the wrong software firm
In our last and final blog on the issue of nightmare data transfers and the firms that keep you in digital handcuffs, we will cover the best ways to select a gym software firm for your health club. Pick the right gym software company and payment provider, and you’ll save precious money and time.
Gym Insight
We are a gym management software firm established in 2008. Our company thrives on building the best software in the gym industry. Hand-coded software, no plug-in shortcuts, and a fully staffed, U.S.-based customer service department ensures clients of a seamless, easy-to-use experience every day. We offer:
- Data transfer expertise
- Member management software
- Club management software
- 24/7 digital keytag access
- Automated sales solutions
- Free Member’s App
- Extensive reporting capability
- Freedom to use own merchant provider
Call us at 855-867-4967 for a free demo. (855-For-GYMS).