Project Description

David lloyd
Company: David Lloyd Leisure
Industry: Leisure
Country: UK & Europe



  • Fewer resources required for 24/7 service

  • Cost-effective support (50% drop of incoming calls)

  • International support in local language

  • Seamless migration

David Lloyd Leisure achieves 50% drop in support calls with IDE Group Service Desk

David Lloyd Leisure Group operates 80 health clubs in the UK and a further 10 sites across Europe, including clubs in Holland, Barcelona, Brussels and Dublin. The group was formed in 2007 following the acquisition of David Lloyd Leisure Ltd by London and Regional Properties, owners of Next Generation Clubs.



The migration could have been fraught with issues but with IDE Group it was seamless.

Continual improvements

Since the contract has been in place, James said the benefits have been numerous, including significant reduction in the company’s staff management requirements, due to lower internal resource requirements to deliver a constant service. David Lloyd Leisure is far from a nine-to-five business, their clubs open early and close late seven days a week and to manage the level of support that the group receives from IDE Group would mean having employees on call out of core hours, meaning the IDE Group service is a much more cost-effective solution.

IDE Group addresses issues before they hit our desktops so our support calls have declined steadily.

This steady decline has seen the number of calls, which were averaging 1,000 per month at the start of the contract, drop by between 40 and 50 percent, which not only increases productivity but also lowers support costs.

The fact that IDE Group has partners in international locations who can provide a service desk in the local language has also been a value-add to the contract. David Lloyd Leisure staff working in Barcelona and the Benelux regions felt that it would be more helpful if they could have a service desk in their local languages and IDE Group was able to deliver on that request. James is confident that if they were to open further health clubs in other countries that IDE Group would be able to extend this service to whatever location they chose.

Team members in many of the group’s clubs have also given excellent feedback on how their support calls have been handled and James added:

To get compliments on IT is a rare thing, so IDE Group are getting it right.

Continual Improvement

James cites IDE Group’s good management structure as being key to the quick response to issues and said:

Our service delivery manager is always on the ball, he takes any issues we have away to address them and always resolves them well.

Internally, David Lloyd Leisure benchmarks the service IDE Group is delivering on a monthly basis, and James confirmed that apart from the first couple of months of the contract when the service was being embedded, IDE Group exceed what is required every month.

I am very happy with the service and wouldn’t hesitate to give a reference to anyone considering using IDE Group for their service desk.

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