About Endurance

Located in the San Francisco Bay Area, Endurance Performance Training Centers' (PTC) vision is to create the nation's leading brand dedicated to enhancing the performance of endurance athletes of all levels. Endurance PTC (www.enduranceptc.com) brings together a unique combination of Olympic-level testing, coaching, and training, to measurably enhance the performance of clients over time. Endurance PTC utilizes cutting-edge physiological assessments to provide cyclists, runners, triathletes and general fitness enthusiasts with the information and direction necessary to achieve maximum results.

Web-based collaboration

Endurance PTC needed a project & process management tool that would also function like a flexible database enabling the team to collaborate online. As Endurance PTC has two performance training centers, they needed to track rosters for their indoor cycling program; eCycling. They also needed to manage other key client’s attributes, such as payment details, bike valet, enrollment status & training plan assignments.

Prior to using Smartsheet, the team at Endurance PTC relied on e-mail & phone calls. They didn’t have a way to collaboratively share information and keep tasks and assignments up to date. As a result, new client processes were undefined and specific steps were delayed or missed altogether. “Before Smartsheet, we often tried using spreadsheets to keep track of things,” said Lochlainn O’Shea, General Manager of Endurance PTC. “We would end up with 4 or 5 versions of the same spreadsheet, reporting the same information, on an online file sharing tool which was impossible to manage & extremely frustrating.”

“Now that the management team is viewing and updating information online, tasks, results and processes are more accurate & accountable.” The web-based collaboration aspect of Smartsheet has really improved the customer service at Endurance PTC. Through Smartsheet, they have developed a complete end-to-end client on-boarding process, which had an immediate positive impact on clients and the overall first impression of our company. “With the aid of Smartsheet we have also developed a very simple but effective sales pipeline process,” said O’Shea.

Project management

Finding an online project & process management tool that was easy to use was critical. “I wanted something that wouldn’t require a lot of training,” said O’Shea. “The main reason I went with Smartsheet was because it was so quick and simple to use. I had no time to train staff on some complex tool – we needed something quick, easy & effective. We got exactly that with Smartsheet. ”

Endurance PTC has roughly 30 classes across both training centers. In Smartsheet, they’ve created a master project management sheet which rolls up the class count into an easy-to-view summary sheet. There are 4-5 people responsible for updating the class rosters. “Prior to Smartsheet, we had no way to easily access the class rosters information, let alone a quick summary of all classes in one view,” said O’Shea. “Management can now login to Smartsheet and see an online real-time report of current class roster count & class utilization. They also have a direct view into our sales pipeline. The pipeline is then assigned out to team members with the use of the individual reports which Smartsheet generates”

In total, there are 16 members of the Endurance PTC team using Smartsheet. These employees are spread out among the two facilities. “Smartsheet is a great tool for virtual teams because it’s so easy to stay up to date on where things stand,” said O’Shea. “Management loves it because they finally have a clear view into sales, class counts, drop-in rates and how we’re tracking toward our goals. And it’s such a simple project management tool. It is a great alternative to Microsoft Project.”

Now that critical client processes are implemented, new clients to Endurance PTC receive an automated welcome e-mail upon enrollment and are internally assigned a team member who is responsible for “On boarding” the client. This process is tracked and kept up-to-date in Smartsheet. Every new client also receives a follow up call 2 weeks into their class rotation. The status of this is also tracked in SmartSheet. “Smartsheets has helped Endurance PTC introduce new processes which have increased our effectiveness in client interactions, a critical component in the customer service industry,” said O’Shea.