Spa Experience
Seamless Spa Booking at Scale: How Spa Experience Transformed Customer Journeys with Wilford.
Tailored Tech for Every Spa
After growing its presence across London, Spa Experience needed to replace its legacy booking system with a more intuitive and flexible solution that could keep pace with the brand’s growing ambitions and unique operational needs.
Spa Experience, operated by Better, is a collection of modern, accessible spas located in landmark leisure centres across the UK. With each site offering a unique combination of services and facilities, they required more than just a standard booking system. Their existing solution lacked a user-friendly front-end for customers and was constrained by a rigid backend that made adapting to operational changes difficult.
In addition to upgrading the customer experience, Spa Experience wanted to implement a secure gate entry system integrated into the customer journey, allowing seamless access for prepaid bookings. They also needed the flexibility to customise the booking journey and service menus per location, reflecting differences in facilities, treatment availability, and local branding requirements.
To meet these goals, Spa Experience turned to Wilford. The platform delivered a fully customisable online booking experience, tailored for each location while maintaining consistency across the brand. Customers could now navigate treatment options easily and make bookings with greater confidence. The backend provided staff with a powerful, flexible interface that allowed real-time updates to rotas, treatment offerings, and pricing. Wilford also worked closely with Spa Experience to develop a roadmap for integrating digital gate access and to ensure compatibility with their mobile app. The solution provided full reporting across all locations, allowing head office to gain a clear, unified view of performance while still supporting the local needs of each spa.
Since launching Wilford, Spa Experience has seen a marked increase in online bookings and customer satisfaction. The flexibility of the platform has supported further expansion while maintaining the high standards and distinctiveness that define the Spa Experience brand.
"Wilford has transformed how we manage bookings across our locations. The flexibility to customise the customer journey and the ease of use for our teams have made a huge difference. It’s helped us streamline operations and offer a more polished, professional experience to our guests."
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As a company, we are driven by 6 key beliefs. Collectively they help us focus on what is important while allowing us to remain unique
Studying human nature is the starting point for everything we build. We’re endlessly fascinated by how and why people interact with technology.
Good tools are useful and beautiful. We see form and function as complementary aspects of an integrated whole.
‘Can’t’ has no place in our vocabulary. We believe it takes a growth mindset to turn booking problems into fresh possibilities.
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