case study

Fit For Purpose

Warming up

Fitness First operates from 49 sites across the UK offering a range of facilities to their members including cardio theatres, freestyle floors, free weights, refreshment bars, pools and saunas. Countless exercise classes and personal training sessions take place across the estate every day.

Minimising equipment downtime, maintaining clean and comfortable environments, and ensuring the H&S of staff and members, are top priorities in this highly competitive space.

FF - 49 Stores

49 Sites

Across the UK

FF - 5 Weeks

5 Weeks

Initial CAFM set up time to go live

FF - Phased intro

Phased Intro

Starting with work order management


The Challenge

Fitness First needed a digital FM solution that could:

Manage a large team of in-house engineers & contractors UK wide

Keep multiple sites open and equipment operational every day

Monitor, measure and optimise engineer/contractor performance

Deliver on service KPIs while controlling costs

Minimise compliance risks

But when Expansive met Fitness First In 2019 the gyms were using a failing piece of FM software that was causing more problems than it was solving.

“Legacy software was holding us back”

Without a modern software system automating communications and giving real-time visibility of work orders:

FF - Money Wasted

Money was being wasted

Engineers and contractors weren’t being managed effectively. Equipment downtime was a major issue. Revenue was being lost.

FF - Compliance

Compliance was a constant challenge

With no digital tools for tracking assets and PPM - H&S compliance was at risk

FF - Stress High

Stress levels were high

Operations were chaotic. The team were battling to meet business expectations and maintain morale.

Our legacy system was clunky. It was slow. It was a nightmare for contractors and sites.

Greg Plummer, Facilities Helpdesk Manager

The Fix

Fitness First ran a tender for a new system and invited Expansive to participate. Expansive gave a demo of their CAFM platform and the team liked what they saw. But they had to meet an aggressive timeline to solve their mounting delivery problems:

Initial implementation was quick - taking just 5 weeks from start to finish

Data had to be extracted from the existing software, prepared and uploaded to Expansive FM. The team from Expansive were on hand to support this and help set up the workflows for end to end management of work order requests.

“Before, when it came to data porting we were pulling our hair out. But with Expansive FM, all it needed was a simple spreadsheet with some simple columns”

The Results

Fitness First felt the benefits of the new system almost immediately through:

FF - Automated work order management

Automated and seamless work order management

FF - Better comms

Better communication across teams

FF - KPI Performance

Comprehensive reporting & KPI performance tracking

FF - Mobile first

A highly responsive, ‘mobile-first’ FM culture


Fit for the future
with Expansive FM

Since implementing the solution the team have saved money by reducing equipment and facility downtime. With better ‘mobile first’ communications and digital documentation, they are improving their speed of response and their first-time fix rates. They are able to prioritise jobs more effectively, confident that nothing is being missed and they have all the information they need to make the right decisions.

Engineers are more efficient and are wasting less time fire fighting and correcting mistakes. The management team have freed themselves to work on other projects.  Fitness First are ready now to plan the next stages of their digital transformation with their CAFM.

If you are ready to talk about your challenges in FM, book a free demo or contact us for an informal chat.

The support from Expansive is fantastic. They are knowledgeable and enthusiastic. We know they are there at the end of the phone or an email if we need anything.

The story of a CAFM revolution

How Fitness First found their right fit CAFM

Download a PDF version of this case study


The story of a CAFM revolution

How Fitness First found their right fit CAFM


Download a PDF version of this case study