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Sometimes finding the ideal technology solutions for your club is more akin hunkering down over a giant jigsaw puzzle. YouÕre not sure what piece fits where as your clubs searches for technological solutions.
ItÕs time for a heart-to-heart with some of the industryÕs innovators and leaders, and thatÕs what youÕll find in this discussion with representatives of ClubSoft, ClubTec, IBS, Jonas, Northstar Technologies and TAI Consulting.
The jigsaw puzzle might just fall into place as you read about these innovators and leaders in the club industry. To know a name is to know the company, its owners, the visions they have for the private club industry, the solutions they offer and how they can help clubs achieve success.
Kansas City-based ClubSoft has been in business since 1997. The first eight years ClubSoft was the Jonas dealer/distributor in the Southwest U.S. The last year ClubSoft has developed and is installing its own club management and POS applications, developed using Microsoft SQL and .Net technologies.ÊMark Schlake is ClubSoft CEO of the employee-owned company. The company has a current install base of almost 50 clubs in 21 different states, supported by 15 employees in the Kansas City corporate office and another seven organized in a dealer channel.
BoardRoom: Some vendors in the club software industry are going through, or have recently gone through, corporate changes. How would you say that this should affect a clubÕs software purchasing decision?
Club Soft: I think that it is important to know the people that you are entering into a long-term relationship with. That is to say that you should be comfortable with who the management team and equity players are. At ClubSoft that includes a desire to bring clubs out of the 90Õs and to the technologies that many other industries currently use, .Net and SQL. If a club is looking to acquire a new club management system they should be looking at their needs over the next 10 years not the last 10.
BR: Besides technology, what benefits does your company offer a club that wants a new solution or system?
CS: At ClubSoft we have the largest and most mature collection of club industry professionals of any vendor. This provides a great deal of expert advice on how to use the system and explore options that a club might not otherwise consider. Additionally, the fresh Windows Outlook ÒlookÓ provides the end users a comfort level with the software that they will be using. So many people already use Word, Excel and Outlook and are very comfortable with those products. Having a club management application look so familiar to those same systems, makes the on going use, and training of new staff that much easier.
BR: Knowing that change can be intimidating, what would you tell a GM/COO or board member at a club that wasnÕt entirely happy with the functionality or the service with their existing systems?
CS: I would advise the club to look at how their current system is organized. If it involves many older legacy products that have been piece-mealed together, then change may be better than limping along. Too many clubs are still using 90Õs technology to manage their clubs. Changing to a system that pulls many of these diverse systems into one organized solution can not only save time, but could save money being spent on maintaining these legacy systems.
BR: What specifically makes or differentiates your company and/or your solution different from your competitors.
CS: At ClubSoft we are U.S.-based company with strong relationships established over many years of collective work in this Industry. We employee the most current Microsoft technology, familiar Microsoft Navigation throughout the system, built, installed, and trained by mature club industry professionals. Our solutions engage more of the power of the Internet built into the club management system, so that going forward clubs will benefit from how their desktop and Internet are merging together.
BR: Installation and training: How is your company making installation and training painless for the club wanting to install your system?
CS: Changing a club management system is always going to require a departure from normal day-to-day responsibilities and scheduling. Using industry standard Microsoft tools and club experienced professional for the installation and training process minimizes the disruption to club staff and can be transparent to high levels of management and club members. The Internet allows for more of the configuration, data transfer and POS setup to happen prior to going on-site. There is also a greater comfort level in web training that is both cheaper (less travel costs) and more efficient because schedules can more readily be accommodated.
BR: If a club wants to buy your system but wonÕt have a budget to ÒbuyÓ for at least a year, how can your company help?
CS: We can provide both short and long term financing or begin to work on the project with a small investment until the new budget is in place. In many cases we can change the clubÕs software system using funds they are currently spending in high operation costs. Clubs are beginning to see ever rising maintenance costs from their existing systems and when adding all of their technology costs for the club management system, their web system, backup and the tee time systems they are surprised what technology is costing them. At ClubSoft we believe that modern technology truly should cost less and do more. This is possible because our technology has many of those processes developed as part of a whole solution, which is less expensive to maintain, support and train new staff.
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For further information, please contact Mark Schlake via e-mail: mschlake@clubsoftinc.com or call 800 487-1612.
Anthony Strange founded IBS in 1990. Strange and Paul Newell own the company, based in Richmond, VA. IBS, with 67 employees, is close to installing its system at its 1,200th club.
BoardRoom: Some vendors in the club software industry are going through, or have recently gone through, corporate changes. How would you say that this should affect a clubÕs software purchasing decision?
IBS: Stability should probably be a factor that general managers/COOs consider before partnering with a technology company. Any company going through corporate changes or acquisitions will be distracted to some degree from their core business. ThatÕs not to say itÕs a cause for alarm by itself, but I imagine it already is a factor for some decision makers. Start-up companies with new products have a similar problem. IÕm glad that IBS has been very conservative over the years. ItÕs not necessarily exciting, but being consistent in our business approach has worked out very well for us.
BR: Besides technology, what benefits does your company offer a club that wants a new solution or system?
IBS: Our product is software, but in my view the biggest benefit any supplier or partner can offer is honesty and integrity. Our customer retention is extremely high, and I believe thatÕs because our customers know they can trust us to do what we say weÕll do. That doesnÕt mean we can do everything, but at least theyÕll know where we stand.
We host several user conferences throughout the country each year. These have been a great success and a huge benefit for our customers. Regular attendees meet hundreds of other users that they never would have met otherwise. ItÕs a great learning and networking opportunity. People should talk to our clients though. TheyÕre the best judges.
BR: Knowing that change can be intimidating, what would you tell a GM/COO or board member at a club that wasnÕt entirely happy with the functionality or the service with their existing systems?
IBS: Change is never easy, and thereÕs always the concern that theyÕll simply be trading one set of problems for another. The point IÕd like to make though, is that there CAN be a huge difference between technology vendors, especially when it comes to service. Change isnÕt easy, but donÕt assume that there isnÕt a better solution out there. That solution may or may not be IBS, but you need to be working with a vendor that you feel truly cares about your success. The right company will make your life easier.
BR: What specifically makes or differentiates your company and/or your solution different from your competitors.
IBS: First, weÕre an American based/owned company focused on our business in the U.S., and our products are developed here in Richmond, VA...down the hall from my office. Is that the most important factor? Maybe not, but I believe it lends itself to both stability and flexibility. Other than our five regional sales people in CA, TX, VT, FL and IL, our entire staff works here in Virginia.
My partner, Paul Newell, and I own the business, so weÕre not beholden to corporate investors. Having personal control over key business decisions gives us the flexibility needed to react quickly and appropriately to clubsÕ needs as they evolve.
Also, weÕre the only Microsoft Gold Certified Partner in the industry, representing a much deeper partnership with the worldÕs most important and influential software company. It gives us a significant advantage as technology advances.
BR: Installation and training: How is your company making installation and training painless for the club wanting to install your system?
IBS: We recognize that the installation and training period can be intimidating. The first month using a new system is critical for long-term success. When weÕre on-site for a new install, itÕs all about experience, professionalism, and a do-whatever-it-takes attitude. Our installation and training staff are incredible. Our post-installation surveys are typically full of praise.
We also have a team of post-installation technicians here in the office responsible for proactively servicing new clients for as long as it takes to help them through any installation and training issues. This can make all the difference in the world and these techs develop a personal relationship with new users who feel that they have an advocate dedicated to taking whatever time is needed to answer questions and solve problems.
BR: If a club wants to buy your system but wonÕt have a budget to ÒbuyÓ for at least a year, how can your company help?
IBS: Knowing that some clubs may be looking to make a change prior to final budget approval, weÕve developed a financing program that allows new clients to defer payments for 12 months. ItÕs a nice option for people that know the money will be there in the next budget cycle but donÕt want to wait to get a new system installed.
For additional information about IBS, please contact Mark Williams at 800-860-2559 ext.349 or MWilliams@goibs.com. ÊAnthony Strange can be reached directly anytime at 804-357-6273 or AStrange@goibs.com. Ê
Pictured L-R: Partners, Anthony Strange and Paul Newell
ClubTec is celebrating its 25th anniversary of providing systems and services to the private club industry. With ClubTecÕs full suite of Windows-based club managementÊsystems, all built on the powerful Microsoft SQL platform, the company ranks as one of the industryÕs leading software providers.
Donald N Williams is CEO of ClubTec. The Dallas-based company has installed more than 550 systems.
BoardRoom: Some vendors in the club software industry are going through, or have recently gone through, corporate changes. How would you say that this should affect a clubÕs software purchasing decision?
ClubTec: The industry has definitely seen some changes in the area of vendor consolidation.ÊClubs are moving forward and are even doing a much deeper level of due diligence, at least on the companies involved in the consolidation. For ClubTec, this has been a very good thing in that clubs are no longer buying a ÒnameÓ just because other clubs they know are using that vendor. TheyÕre asking serious questions about the technology each company uses, the future plans and even more importantly, they are focusing on SERVICE, which is what we, atÊClubTec,Êreally sell.
BR: Besides technology, what benefits does your company offer a club that wants a new solution or system?
CT: Several years agoÊClubTec made the decision to invest heavily in Sequel (a.k.a. SQL)Êbased systems. SQL is all about such things as reliability, better security, faster performance, better connectivity, flexibility when using other non-club software (such as Excel), and stability. Those clubs still using DOS based systems are beginning to find numerous issues with all of these areas in operating their older systems.
ClubTec really sells service. Our business model is a strong parallel to the model of a club. Clubs sell memberships by charging an initiation fee. This is the same thing as us selling a license fee. In both cases, a clubÕs members and our clients have simply paid for the right to be SERVED. For 25 years, ClubTec has been selling private clubs the services they need and want to run their business. In the last RSM McGladrey User Satisfaction Survey, there were 10 areas pertaining to ÒClient CareÓ and ClubTec ranked first in all 10 of these areas in relation to the vendors still in business today.
BR: Knowing that change can be intimidating, what would you tell a GM/COO or board member at a club that wasnÕt entirely happy with the functionality or the service with their existing systems?
CT: We have a motto for our ClubTec clients: ÒIf you are happy, tell everyone, if you are not tell usÓ. ThisÊsimply means we can only fix what we know about.
ÊFor clubs using other systems the end result often calls for a system change to be made. A club needs to be willing to really dig deep into the business of potential vendors. Get to know the company top to bottom. Rarely do we earn the business of a newÊclub without me personally calling them, making sure they know all about our commitment to our clients, our technology and what we will do for them should they select us.
BR: What specifically makes or differentiates your company and/or your solution different from your competitors.
CT: First and foremost is ourÊcorporate culture. We are committed to being the very best we can beÊto all of our clients AFTER THEÊSALE! Yes, we want to sell our systems to new clubs, but we mustÊdo all we can to insure we do not degrade our service to our long time family of client clubs. We prosper only when our clients are happy and doing well because we are there for them. I say all this knowing that our technology is also one of our superior assets.Ê
BR: Installation and training: How is your company making installation and training painless for the club wanting to install your system?
CT: There will always be some level of pain associated with a massive software conversion and our jobÊis to make it very mild painÊin the worst case. We insist on at least 60 days between the sale being made and the installation beginning. Our project management team works very closely with the clubÕs staff on getting in their current data and getting it converted to ClubTec.
We send two trainers to each full solution installation, at the least, allowing us toÊcover more training ground with more of the club staff and allowing more individual attention if needed.
BR: If a club wants to buy your system but wonÕt have a budget to ÒbuyÓ for at least a year, how can your company help?
CT: We offerÊnumerousÊfinancing options through our partnership with VGM Financial. We have deferred payment plans, seasonal payment plans, skip pay plansÊand many more. To date, weÊhave never failed at finding a way to put inÊsystems today with a payment plan that Òfits the budget.Ó
Northstar Technologies provides Next-Generation software solutions to the private club marketplace, and has been doing so for five years. Two gentlemen with extensive development experience in customer relationship management systems founded the company. They brought that experience along with an in-depth understanding of innovative technologiesÊto Northstar. Mark Lipsitt is CEO of the company headquartered in Parker, CO. The company has 56 employees and has installed 63 systems.
BoardRoom: Some vendors in the club software industry are going through, or have recently gone through, corporate changes. How would you say that this should affect a clubÕs software purchasing decision?Ê
Northstar: Unlike many commodity purchases, the decision to purchase an enterprise software system is moreÊlike a marriage. ItÕs imperative that the club is comfortable with the total relationship and theÊbusiness model into which they are buying, more so thanÊmany other decision. The question, then, is whatÊphilosophy does the club wish to marry into? Is it one driven solely byÊprofits, consolidation and maximization of recurring revenue, or is it a philosophy of customer service, dedication to providing forward-thinking solutionsÊand attention to the nuances of this very unique marketplace? Answering these questions will lead a club to the right purchasing decision.
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BR: Besides technology, what benefits does your company offer a club that wants a new solution or system?Ê
NT: Northstar provides our customer clubs with two distinct advantages beyond just technology: First, we provide a level of service that is unusual for this market, and with which we are distinguishing ourselves. Second, we have a vision of innovation that goes far beyond the standard expectations of club software functionality. We look to provide unique and forward-thinking solutions to everyday club problems, rather than simply reproducing the functionality of the past.
BR: Knowing that change can be intimidating, what would you tell a GM/COO or board member at a club that wasnÕt entirely happy with the functionality or the service with their existing systems?Ê
NT: Any degree of change can be intimidating,Êtrue aboutÊmost aspects of aÊbusiness, not just technology. As with all change, however,Êit can be very beneficial if managed properly. What a GM orÊboard member should look at is the body of additional benefits provided by the change, and weigh that against the obvious challenges. Will the change entail movement to more innovative solutions? To better technology? To a more intuitive, user-friendly system? If theÊanswers are yes, then it is likely worthwhile.
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BR: What specifically makes or differentiates your company and/or your solution different from your competitors.Ê
NT: There are a number of things that differentiate Northstar from the mainstream club software company: We endeavor to provide a level of support unequaled within the clubÊtechnology space. Additionally, we provide a significantly technologically advanced solution, which translates into speed,Êdata mining power and easeÊof use.
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BR: Installation and training: How is your company making installation and training painless for the club wanting to install your system?Ê
NT: Installation and training, by its nature, will be somewhat painful no matter what processes are put in place. However, we provide complete automation of data import,Êin addition to importing much more types of data than most companies. We also provide some on-line and project planning tools that help to streamline the process.
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BR: If a club wants to buy your system but wonÕt have a budget to ÒbuyÓ for at least a year, how can your company help?Ê
NT: We work closely with every club to tailor a scenario that best fits their budget and timeline. Certainly we provide lease opportunities, which might aid a club in getting a solution more quickly than if tied to a budget year. Ê
For more information contact Mark Lipsitt at (678) 389-4300, ext. 114 or via e-mail: mark@globalnorthstar.com or www.globalnorthstar.com
Michael R. Talbot, Michele Kandt and Linda Lavin own TAI Consulting. Talbot is the companyÕs CEO. The company, based in Bingham Farms, Michigan, has installed 250 systems and employs 10 people.
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BoardRoom: Some vendors in the club software industry are going through, or have recently gone through, corporate changes. How would you say that this should affect a clubs software purchasing decision?
TAI: Experience and stability are important factors when selecting a vendor partner. Although not all change is negative, care must be given to determine what effect the corporate change will have on the vendorÕs product stability, future life cycle and supportability. In addition it would be wise to learn if the change will have a positive long-term effect on the vendorÕs ability to serve the best interests of the industry.
BR: Besides technology, what benefits does your company offer that wants a new solution or system?
TAI: Experience, choice, a partner: TAIÕs club management system has been in existence for over a quarter century and the professionals at TAI are seasoned veterans. We believe that our customers should have a choice in determining a total solution for their club. Our software solutions are outstanding, however our customers may choose from the products TAI offers or from other industry leaders. As a partner, we believe the needs of our clients take precedent over all else. This philosophy takes sales and marketing out of the equation leaving only our customersÕ best interests on which to focus.
BR: Knowing that change can be intimidating, what would you tell a GM/COO or board member at a club that wasnÕt entirely happy with the functionality or the service with their existing systems?
TAI: Service should never be an issue since it is one of the areas that all parties have the ability to control. The GM/COO and vendor need to have a frank and open discussion of all issues. If they cannot be resolved to the satisfaction of the GM/COO, a vendor change should be considered. Functionality is an entirely different issue; first, ask your vendor if any upgrades are available now or in the near future, or if customization can solve the issue(s). If the vendor is not capable of supplying the proper solution for the club, then itÕs time to investigate other vendors.
BR: What specifically makes your company and/or your solution different from your competitors?
TAI: TAI maintains a company profile focusing on the needs of our customers. By managing our growth we strive to maintain a personal relationship with our customers so when support is needed, our Customers are talking to someone they know and someone that knows them and their system. As a partner, we believe that we should offer alternative solutions when they exist, so the person(s) actually using the system can make the best over-all choice. ItÕs also gratifying to hear from our customers of how intuitive and well designed our applications are from a user point of view.
BR: Installation and training: How is your company making this painless for the club that wants to install your system?
TAI: Communication is the key. All installation and training is unique with each customer and needs to be viewed as part of the over-all solution. We assign a team leader that handles the coordination with all other team members including management, staff, hardware provider, Internet provider, etc. A majority of communication will happen before the actual installation to insure a smooth transition. In addition our trainers do more than teach, we consult; we match the team leader to the customer so we can better assist our customers achieve their goals.
BR: For the club that wants to buy your system but doesnÕt have a budget for it for at least a year, how can your company help?
TAI: Partners work together for mutual success. Within the bounds of good business practices, TAI has assisted our customers through the budgetary process and we will continue to do so. Deferred payments, internal leasing, traditional leasing, subscription plan, etc. are examples of techniques we have used in the past. Each situation is unique and the manner in which we can assist will depends on the circumstances of the club.
For more information, contact Mike Talbot via e-mail: mtalbot@TAI consulting.com
Pictured above: Owners - Michele Kandt, Linda Lavin and Michael R. Talbot
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