X




Coacha Blog

Get the latest updates, useful articles, coming soon features and Coach stories right here.

  9 things to expect from your sports club management software Support Team
22 January 2019

9 things to expect from your sports club management software Support Team

Deciding you want to switch your sports club admin to a piece of software can go one of two ways:

Totally disastrous, or a like a nice, gentle jog around your local Parkrun on a Saturday Summer’s morning.

We strongly believe that which way this goes largely depends on the level of support you receive from the software provider. There are mixed expectations when it comes to Support for organisations similar to ourselves. We’re letting you know what we think you should be looking for in a good Support Team and how they should be helping you along the way.
 




1. Friendliness


When you’re getting on board with a new piece of software, there are going to be questions that you need to ask. You should feel like you’re welcome to ask questions at any point, whether it be via email or you calling them up.


2. A good response time


Most Support Teams turn your support request around in 24-48 hours or as soon as they possibly can. However, it’s not uncommon to be waiting longer than this if the club management software you use don’t monitor their Support tickets frequently. A good time to test this is in the free trial of a piece of software. Or even contacting them before your free trial with some questions.


3. Openness and honesty


This is an important one. We’ve done a lot of research around hidden fees of other pieces of software. During this research, we found it very difficult to get the support/sales teams to openly admit what their fees were. We still don’t know what some of them are, months after trying.

It’s also important they don’t oversell their software. This is so you don't head into using a system that doesn’t do much of what you expected it to. So, do your research first.


4. Not being ‘pushy’


There are a lot of skilled sales people out there that also work for Support Teams. If you feel like you’re being talked into something you’d rather not be, remember you’re in control.


5. Helping with club setup


Many providers offer a club setup as part of the service for free, or they may charge for it. Some organisations like ourselves totally understand that you’re super busy. We don’t want to take any more money from you than we need, to continue running our service. That’s why we do it totally free of charge and can usually get everything set up for you within a day or two.


6. Going above and beyond


Support teams have quite a big responsibility if you think about it. It’s them you’ll be speaking to most, so they will be the ones directly upholding their organisation’s reputation. It’s their job to help you overcome any barriers you’re having using the software. And if you can’t do something, help you find ‘work arounds’ to put in place.

 

Try Coacha free for 30 days



7. Keeping you updated


If you have an open ticket, a good Support Team should keep in touch during the period they’re trying to get your particular case resolved. You should always feel in the loop.


8. Staying professional


During the initial setup days, you probably won’t be a stranger to the Support Team. Organisations are used to support calls being higher at the start due to learning a new piece of software. Even though you’re speaking frequently, it’s important they stay always professional.


9. Turning negative experiences into positive ones


It’s inevitable, with any piece of software there will be hiccups. Whether it be bugs or design issues, no software is ever perfect. Look how many times a month Apple update their iOS – software is always a work in progress.

The key is in how their Support team deal with the problem. If you’re having trouble with a feature that isn’t working as it should be, a good Support team should see you through the entire process. Apologising for inconvenience, liaising with their development team and eventually getting back to you when it’s resolved. They should be informative and have a good level of communication.

You should leave an initially frustrating problem, happy with it being resolved due to the level of attention and helpfulness provided by the team.
 




We pride ourselves on the level of support we are able to provide our users. If you have any questions, or anything at all we can help with, please don’t hesitate to get in touch. Or sign up for a free trial today to see what all the fuss is about.
 

Testimonials

Taylor James

Taylor James

Sep 25, 2018

Always do their best to help sports clubs save time, money and do more things that they enjoy.

Kelly Loughlin

Kelly Loughlin

Sep 25, 2018

An amazing service, has saved me hours and hours of admin. Easy way to take payments and safely store athlete details. Such a huge weight off my shoulders!

Marley Hughes

Marley Hughes

Sep 6, 2018

Couldn't run my swimming classes without it now. The team are just great, really helpful, will always help you out. The system is really reliable - I tried a lot of different pieces of software and none matched Coacha for price and features. Thanks guys. x

Kim Readman

Kim Readman

Nov 7, 2018

Great software, still very much a work in progress, but fantastic so far and the customer service is absolutely first rate :)

Jess Mortimer

Jess Mortimer

Oct 1, 2018

We have just started using Coacha this season and honestly it is one of the best decisions I have made this year! I used to spend hours on admin, chasing people for payments, taking cash & cheques to the bank and then checking to make sure the payments had actually gone into our account. Now I no longer have to write out invoices or handle cash and Coacha wil... l do the chasing for payments for me - which is amazing! Whenever I have any questions I get straight on the phone and their amazing team have either got the problem solved in seconds, or they get back to me as soon as they can with a solution. I cannot recommended this software and the support team enough. Thank you from one happy and less stressed Cheerleading coach!  read more

Katie Dignan

Katie Dignan

Sep 25, 2018

Amazing software that has helped our club so much!

Nick Phillips-Holt

Nick Phillips-Holt

Jul 27, 2018

Coacha is superb. I run a shooting range in Gloucestershire and it helps me keep on top of my admin. Helpful support. Very good software that they should charge more for!

Alice BK Robinson

Alice BK Robinson

Jan 22, 2019

Brilliant service, saved us so much time in the office meaning we can spend more time actually coaching!! 100% recommend!

Brooke Hockley

Brooke Hockley

Sep 26, 2018

Before heading into our second season as a club and doubling in size we were very apprehensive about the administration aspect. I am so grateful to have come across coacha as it has made my life seamless in terms of the membership process among other factors such as data protection. We have also set up a stripe account to collect our monthly fees and I am very ex... cited about this as it is going to completely eliminate the tiresome process of chasing people. The report section of coacha is also really handy to be able to track who has set up their subscription. Taylor & the coacha team’s response time to feedback is excellent and I have been very impressed with the service so far. Coacha is revolutionising the way we work and they are doing a fantastic job!  read more

Molly Jewitt

Molly Jewitt

Jan 8, 2019

The Coacha software has made managing our swim school so much easier! So simple and straight forward to use and saves hours of admin work.
No more chasing people for payments getting half cash half bank transfers or having to think who paid what, everything is sorted out with a click of a button! Highly recommend, great software!

Taylor James

Taylor James

Sep 25, 2018

Always do their best to help sports clubs save time, money and do more things that they enjoy.

Kelly Loughlin

Kelly Loughlin

Sep 25, 2018

An amazing service, has saved me hours and hours of admin. Easy way to take payments and safely store athlete details. Such a huge weight off my shoulders!

Marley Hughes

Marley Hughes

Sep 6, 2018

Couldn't run my swimming classes without it now. The team are just great, really helpful, will always help you out. The system is really reliable - I tried a lot of different pieces of software and none matched Coacha for price and features. Thanks guys. x

Kim Readman

Kim Readman

Nov 7, 2018

Great software, still very much a work in progress, but fantastic so far and the customer service is absolutely first rate :)

Jess Mortimer

Jess Mortimer

Oct 1, 2018

We have just started using Coacha this season and honestly it is one of the best decisions I have made this year! I used to spend hours on admin, chasing people for payments, taking cash & cheques to the bank and then checking to make sure the payments had actually gone into our account. Now I no longer have to write out invoices or handle cash and Coacha wil... l do the chasing for payments for me - which is amazing! Whenever I have any questions I get straight on the phone and their amazing team have either got the problem solved in seconds, or they get back to me as soon as they can with a solution. I cannot recommended this software and the support team enough. Thank you from one happy and less stressed Cheerleading coach!  read more

Katie Dignan

Katie Dignan

Sep 25, 2018

Amazing software that has helped our club so much!




‘Coacha revolutionised my program administration and saves me time and money.’

Sarah Watkins - Program Direction - GCA Cheer