David Lloyd Clubs

Centrality Case Studies

How a secure, remote working solution implemented across all leisure facilities Europe wide transformed both internal and external communications and revolutionised client management systems.

David Lloyd Clubs is a well-known British health and fitness organisation. Established in 1982, the business operates 83 clubs across the UK and a further 11 in Europe.

The Challenges

The individual clubs’ General Managers were tied into undertaking their administrative tasks in their Club Office using their wired network based computers, with no opportunity to work out in their Club and remotely. This meant the General Managers had a reduced presence within their Club premises, both with Club members and their own teams. It was certainly a far from ideal scenario .

The Objectives

Enabling the General Managers to be work front of house would provide greater visibility and approachability for the members of each Club whilst also allowing the General Managers to be more available to their teams enabling support and guidance at the point where service is being delivered. The DLicious cafebar within David Lloyd Clubs is the hub of activity where members and Team members alike will settle or pass through to get to other facilities within the Club, a key objective of the project was to make the cafebar effectively the General Managers’s office and this could only be achieved by providing a fully portable and secure tool for the General Managers to work from.

A key requirement of the solution was portability and ease of use, it is vital for General Managers to know that all aspects of the Club are functioning correctly at all times. Club members have the ability to leave feedback real time, making this feedback readily accessible to General Manager’s enables them to engage and respond quickly.

“The initial engagement was excellent and we quickly had clarity on the price, content and scope of the project.”

The Solution

Linking general managers with their workforces and keeping them in touch via email, internet and Skype for Business, as well as connecting them with the business applications needed to undertake and collaborate on their daily tasks on an any-time, any-place basis, was to be made possible by the implementation of Microsoft Windows 10 and Office 365 incorporating OneDrive for Business. Access to a virtual private network (VPN) would also be provided to allow access to back office applications.

The hardware chosen was the Microsoft Surface Pro. This is in essence a tablet designed to replace a laptop. Created to optimise the benefits of Windows 10, it offers the same power as a laptop, but far greater portability and flexibility: perfect for the on-the-go needs of David Lloyd Clubs’s busy General Managers.

Project Challenges

A key element of the brief for Centrality was to ensure least possible disruption to the staff and members at each of the clubs across Europe. Delivery would have to be seamless, with every eventuality considered.

Centrality formed a dedicated consultancy, design and implementation team to work closely with the organisation’s IT director and IT architect, ensuring every detail was taken care of ahead of approval by the main Board.

“Centrality listened to our ideas and through joint discussion those ideas were progressed and turned into reality.”


Preliminary discussions were held in November 2015. By Christmas, the new system was being trialled, and in February and March 2016, it was rolled out to all Clubs Europe wide. The deadline was accomplished.

The Benefits

The organisation’s General Managers now have much improved visibility within each of the clubs. They can be much more closely involved on a one-to-one basis with their teams, and have the added flexibility of being able to work remotely, either in any part of the club, at home or anywhere they choose.

The new system has also boosted the speed at which enquiries from current and prospective members can be dealt with, and revolutionised member management systems.

“The rollout has been managed to plan in a very professional manner with regular accurate updates. Any additional requests from David Lloyd Leisure have been listened to and actioned without any fuss. This has been a great example of how to execute a project professionally from the initial idea through successful rollout. Well done to all the team involved.”

Steve Deakin

Project Manager, David Lloyd Leisure