Court Reserve Pulse: Founder Demo
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[00:00:00] Well, hi everyone. It’s Ashley from Court Reserve. We are so delighted to be here today. Did you guys know that last week Court Reserve turned 10 years old? I can’t believe it. And we’re still developing cool things for all of our Court Reserve customers.
So Tim and I are gonna take you through an exciting ride today of something new that Scott from the product team developed called Pulse. And if you’ve logged into your Court Reserve account this morning, you may already notice up in the top left-hand corner there’s something cool. But before we get started, don’t forget that we record these.
And also, we want to answer your questions, and so don’t forget to put those in the Q&A. The next exciting thing that we’re doing at Court Reserve is called the Court Reserve Academy, and if you know Court Reserve enough, we are always trying to make a better experience for new clubs.
So Court Reserve Academy is a brand-new way that you would send a [00:01:00] new front desk member, a new team member, or a new club, would come and spend two days with us, and we would get you up and running, all the buttons, best practices. So if you’re interested, reach out to support at Court Reserve and we will, talk to you more about that.
All right, Scott, I think you’re ready to go. Awesome. Let me share.
All right, so Court Reserve Pulse. Very exciting that we’ve got this out. The, real need for this came because I know a lot of you club admins, ~um,~ really like to dig into the reports, but it’s very difficult to see a lot of this information quickly without diving into each report. So Court Reserve Pulse is your dashboard here to surface a lot of your club’s, ~um,~ numbers and, ~uh,~ we’ll go through pretty much everything you can see here.
But just to give you an idea of how this works, first of all, ~um,~ to make this work for the wide range of organizations we have, some small, some very large, we do not do live data. This is a snapshot-based [00:02:00] dashboard. Basically overnight ~we, ~we run through each organization and collect the data that is used on this dashboard ~and, ~and when you come ~in ~in the morning, your last day, so your yesterday, would be the most current day.
~Uh,~ this allows us to do ~very, ~very responsive dashboards, very quick. You’ll notice that, ~um, you know,~ if you’re used to seeing some loading, you’re not really gonna see loading on this page. It’s ~uh, like I said,~ very responsive and that’s how ~we, ~we managed to do that.
Next up is permissions. So to see this dashboard, all your admin have full access to see this dashboard. They’ll see all tabs. For your sub-admins, we do have permissions there where you can restrict the d- dashboard link, so you will not even see Pulse in the nav bar, ~um,~ or you can enable it for some of your sa- sub-admins and then enable it per tab.
So if you want to show, say, only the utilization tab to certain, ~uh,~ sub-admins, that is possible to do. So that’s how we have the permissions currently set up for [00:03:00] this. ~Uh, I should note that since, um, obviously this is day one of it being out,~ we are looking for feedback on things to improve or things that we may have missed or numbers that you are expecting to see and currently don’t.
So if you notice, we’ll have this how’s Pulse thumbs up, thumbs down in the top right corner, and if you click this it’ll open up. If you give a thumbs up ~it’ll… Obviously that’s great,~ we’d love to hear what’s working for you. It’ll give you an option to put in a note there. And if you click thumbs down, again, you can, ~um,~ give us feedback on what the issue is that you’re having.
So this is a quick way for us to see how it’s going and ~obviously, um,~ take that feedback and turn it around quickly to keep improving this dashboard. Yeah, Scott, I’ll jump in one second. ~Um, this is… What he just said is super important. Everyone, um, it’s really important that we get and hear from you guys, and we haven’t…~
Outside of support, we really haven’t given you a good way to do that. So you’re gonna see more of these, ~uh,~ feedback mechanisms inside the Court Reserve journey, ~um,~ so that you can ~sort of ~let us know if it’s working for you, if it’s not. ~I mean,~ this could be stuff that’s been in the system ever since we started Court Reserve 10 years ago that you just wanna give feedback.
This allows [00:04:00] our product team and engineering teams to really get contextual and understand where you may be struggling or have operational blocks. So this is the first, and this is the pilot of this feedback mechanism, but these will be, ~um,~ going out, and you’ll see more of them.
And I encourage you, highly encourage you to make sure that you, ~uh,~ give us feedback because we act on it, we live by it, and we wanna make sure that we hear from you, the operator, or your staff, or your pros to let us know where we fall short so we can get it corrected. So Scott, I just wanted ~to, ~to highlight that because of the importance.
Absolutely. All right, so ~I’ll, ~I’ll start going through these tabs, ~um, ~so you get an overview of what’s included in the dashboard. The home tab is, to see at a glance the summary of all the tabs within pulse. So we got, ~um, basically ~a collection of metrics from each tab at the top .
You’ll see some from finance and utilization and, ~uh,~ and so forth. We also have this period at a glance, and this is looking [00:05:00] at some of those metrics and a few others too that aren’t up there, ~um,~ that’s compared to your previous period up to 12 periods. So if you have anything that is way off or trending up or down, you can have a quick glance at what’s working ~and, ~and what possibly needs your attention.
And then obviously at the bottom, just a quick view of where your revenue came from. So it’s a little summary tab of what you’re gonna see ~Uh, one key thing to note. ~Our date picker and the interval, the range you pick, I’ve got it currently set at, ~uh,~ the last month and ~I’ve, ~I’ve gone back to June.
That is a global filter, ~so, um,~ all the trends that you see on this tab are based off of your date range. So if you select, say, the last 30 days, these trends are looking at the previous 30 days from that. If you select the last 90 days, the trends would be the previous 90 days. So that’s, ~uh,~ important to, ~to,~ to know as you pick your date ~for, ~for whatever you want to view, whether it’s, ~you know, ~the full year or even just yesterday.
So those trends are all based off of that date range. All right, so let’s go hop over to financials. We got sales breakdowns, we’ve got [00:06:00] payment method breakdowns. So you can see ~you know, ~by payment method cards, ~um,~ your account credit is included on that side there.
And if you scroll down a bit here, we got revenue per player that takes your net sales, and you can see ~kinda, uh,~ as you make changes to certain programs , your revenue per player can bump up and down, which is a good indication on some of the decisions you’re making. So we surface this now. And another quick card here on your refunds and discounts.
And if you ~do ~do the invoices, we have a quick card here that shows, ~um,~ your invoices that are outstanding. So that’s a summary of your financial state based off the interval or the date range you’ve picked Real quick, Scott, I just wanna highlight, ~you know, ~the P&L that you look at tells you what you made, right?
This is gonna tell you how you made it, and whether you can count on that same strategy to make it again. So, ~you know, ~recurring revenue versus transactional revenue, that’s the health of the [00:07:00] business. A member is worth several times a visitor, and now you can ~sort of ~size that prize.
I really like what Scott and the product engineering team did here. So instead of having to go to sales summary, payment summary and see all the financials and try to piece that together, you really get a good snapshot of how healthy you are and what adjustments you may need to make to move that number up.
How is the different digestions or different windows, how is that exported? Can you just talk a little bit about ~what that, ~what that’s gonna look like? Yeah. So pretty much every tab has an export button. And if you export it as a PDF, it’s gonna be a picture of the screen you’re seeing. Like a deck-ready, ~um,~ visual of the dashboard.
Now, if you pick Download CSV, it’s gonna take each, ~um,~ card you have and each metric and zip that into a file. So it’ll be ~a, ~a zip file of multiple KPIs that you can then, ~uh,~ extract that, or import that [00:08:00] into a spreadsheet. So it’d be a comma-separated file. So pretty much everything you see here, ~um,~ is either exportable as a picture or exportable as the, the data that makes up the card itself.
~Um, ~and that’s across every tab we have. Okay, moving on to utilization. This one here, ~um,~ you get to see some of the fancy charts, ~uh,~ take place. So, ~um, ~the one thing to note, again, just with regards to the date picker, this one’s our first instance of filters at the top. So these are global filters for the page, and this is where you can, if you have more than one court type, you can start to pick and choose what you see.
So if I pick pickleball, for instance, that filters every card to this pickleball, and you can see that everything changes based off of the filters I’ve picked, and we can dig that right down to per court if we want.
You obviously you’ll recognize the heat map from our utilization report.
This dashboard is not meant to replace the reports. ~Uh, ~it’s more of a visual and a [00:09:00] surface. So sometimes you’ll get, ~um,~ more functionality if you go to the report if you really wanna dig into it, but we give you as much as we can on the dashboard here.
So, ~uh, ~on the heat map you’ll see that we got utilization. We also can flip it and, ~um,~ see it per revenue ~on the, ~on this little heat map here so you can kinda see where, ~um,~ your most, ~you know, uh, ~profitable segments are on this little chart. And we have one that does bookings as well, so you can see the, the most active, ~um,~ blocks of time you have. I love below on the right-hand side where you can actually look at if you’re a multi-sport facility, what courts are actually bringing in more revenue and utilizing those hours.
~Mm-hmm. ~I think that multi-sport, those are great numbers right there. Yeah, this revenue efficiency, so revenue per utilized hour. We got revenue per available hour. Different ways of looking ~at, ~at your revenue per court. So again, that’s really great that you can see it all, or you can obviously filter down per court ~and, ~and really dig into what’s, ~um,~ driving revenue at your courts.
So that sums up at a high level the, ~uh,~ [00:10:00] utilization and ~what we’re, ~what we’re looking to show there. ~Um,~ just a reminder, guys. We’re in the perishable inventory business as club operators. We don’t sell Tuesday at 7:00 PM, it’s gone. We don’t get it back.
So ~this, ~this is really a leading indicator, that allows you to adjust. So as I look at me and Ashley’s club, like when I see 49%, ~you know, ~that isn’t half empty. It’s slammed at 9:00 and dead at 2:00. That’s two different businesses, and we have to address that. So I encourage you, ~the dark, ~the dark blocks here, that’s your pricing power.
That’s where you can say, “Oh, this is high demand. I could actually price this higher.” And the light blocks we look at as programming opportunity. Where can we fit more people and get more bang for our buck? So these are some of the insights that I take from it that I just wanted to share with you guys.
We’ll flip over to engagement. So this one’s more focused on your members and your players. And you’ll notice that we got a, a extra row of metrics at the top [00:11:00] here because we have, ~um,~ the top row is focused on memberships only, so you’re paying, ~um,~ members that are paying for a membership.
If you are a pay to play facility, this might be a straight row of zeros. ~So, um, ~I’ll show ~at, ~at the end here, the settings tab. There is a way to hide metrics, so if something in… that you see like ~that ~that doesn’t apply to you, you don’t need to keep them on this dashboard. You can actually hide that entire row and clean up your dashboard.
But for those that are either hybrid ~or, ~or offer memberships, you see that top row, ~um,~ is specifically for that. In the bottom row it actually includes, ~you know, ~all players. So if you have, ~uh,~ public booking enabled or if you have just the non, ~uh,~ paying membership types that people come in and visit with, ~um,~ that, that row is more for that as well.
So we account for all flavors of court reserve clubs that we can have. And then we get to this bottom table, which is kind of the meat of this one. ~So, um, you know, ~people are always wondering, well, who’s spending the most money, or what’s going on at my club this month, or who’s the most active?
If you really wanna [00:12:00] dig in, you can go view more, and it’ll bring up some more details on that specific person, and you’ll see some more metrics on them. And then obviously if you really wanna dig into what they’re spending their money on, you can obviously ~drill down, ~drill down into the sides here to see, ~uh,~ the granular transactions that they’re pulling off So that’s, ~uh,~ again, very cool that you can do that, and this table’s sortable based off of all the, the columns, so you can see who’s got the most activities and all the things that you would possibly want.
And if there’s more, would love the feedback so we can make this as functional as it needs to be for all you guys. Scott, h- isn’t this the screen that also allows you to campaign to members at risk or non- Yes … active members? So this drop down here right now is looking at the players by spend.
If we flip it to inactive members, then you’ll see players here that’s sorted by ~the, ~the days they’ve been inactive, and you can see that there’s a whole list of people. So one of the features that I’ll show now, that goes across the entire dashboard. If we [00:13:00] select multiple players here, you’re going to get this little component down here that allows you to select, ~you know, ~all of 20- 122 of them or however many you want, and then from that you can create, ~um,~ a group if you want, or you can send emails to these through our bulk, ~uh,~ email, text, or push options.
So it’s a quick way of seeing, ~um,~ something that’s happening, in this case inactive members, and, ~you know, ~doing some type of communication or building out some type of group that you can then communicate through, ~um,~ just to be able to take some action on some of the stuff you’re seeing here. Hey, Scott, I’m going to go ahead.
Mike has a question. It says, “Under engagement, are there plans to add filters to players by spend? We have instructors who pay for private lessons, players who preload their accounts, and players who pay for annual contracts, which skews who we want to focus on every day, who is everyday spenders.” That’s great feedback.
I’m gonna say at this point, this is our first offering and nothing’s off the table. So if there’s something that makes sense and people [00:14:00] need, ~um,~ absolutely we can add filters ~for, ~for stuff like that.
There is improvements already planned for this table here, but again, anything like that, that kind of feedback is amazing and will be taken into account as we improve.
All right. I will move on so we keep this going here. So we’re gonna switch over to demographics. This one’s kind of a big high-level look at your club and the people ~that make, ~that make it up. So at this point, we’re working on adding new ratings to Court Reserve, so as we add them, we’re gonna look to make sure they’re available here if you use them.
But for now, whatever ratings you currently got will be selectable on this drop down. And if you switch it, you’ll notice that the metric up here, the median will switch to the one that you’re using for the ratings. And age and gender, is all based off of whether you have this information on their account.
So ~if, ~if it’s not required, you might have, ~um,~ some missing data. ~We, ~we cover that at the bottom here that shows how many players have no data, so you can kind of get a, a sense [00:15:00] of how accurate it is for the size of your club. Hopefully you’ve got all this covered just be able to see ~and, ~and know what kind of programming you want to make based off of what this gender distribution and age is.
So one other thing we can do with these is, ~uh,~ just to make sure you’re aware, if you click them, it’ll bring up the player list based off of that segment. So right now I picked the male 18 to 34 at this club, and you can see them all here. We can search and a whole list of filters to do different things with this list.
And again, like always, if you multi-select some of them, we get this component that can, ~um,~ do some bulk actions on them
This one here is fun. So the player density map, again, based off of the information you have on your, ~um,~ member accounts. As long as they have a postal code or a zip code, it’ll, ~um,~ place them on this map here. So you can see for this test org, we’ve got some people here with some, ~um,~ with some zip codes in.
And as you can zoom in and out on this, you can see that you can get a glimpse of where your player [00:16:00] base is coming from location-wise. As you zoom out, these will merge together if they get ~too, ~too many in a cluster. And as you zoom in, you can see, ~um,~ just the different zip codes that make up, members of your club or where they’re coming from.
Not even the- just the members, just players that have accounts. Yeah. This is, ~um,~ this is really good for those that may be on the call that maybe are in a big city or demographic that is looking at expansion, right? So if you’re looking at expansion, it would be nice to know, hey, where could I- Intelligently open up another location that could benefit this group of players that I see a high concentration of coming from this area that may be 20, 30 miles out, ~uh,~ coming to your club that you have.
But if you expand and put another location, ~you know, ~30 or 40 miles north, you could, ~um,~ be able to tap into that market. I also think ~this is a, ~this is a good way to know where to target marketing dollars. So if you’re into [00:17:00] marketing, especially through Google localization ads, this will actually let you know which demographics to light up and spend that money on, so that you get your highest level of return on those marketing dollars.
So that’s exactly the way that I would use this. Those are the two things that I would be looking at. ~Um, ~and ~I, ~I think, I like what you said, Scott, ~this, this is, ~this is a fun graph, fun map, even if it’s just for general knowledge, just to see- Yeah … how concentrated you are and what areas you’re concentrated in.
Yeah. One other potential use of this too is, ~like,~ if you have some type of event that’s, ~you know, ~it’s near and you need to fill it in and you just wanna send a note to the people that are closest to your club, ~uh,~ you can exclude people that are, ~you know, ~outside of two hours driving away, and you easily select ~the, ~the zip codes that are close ~and, ~and create a quick email and blast it off to them to say, ~you know, ~potential opportunity to play.
Two more things that we look at is this really, once we had this in and we were looking at it at our club here in Saint Augustine, ~we,~ we realized by looking at the age and gender distribution, [00:18:00] we were a little off balance.
We were running, ~um, you know, ~a lot of programming outside of the mass or where we were concentrated on age and gender, and we made a switch, and we immediately saw 12, 13% uptick in our programming dollars because we adhered to what the data was telling us around age and gender. And it’s the same for rating.
Like, if you don’t have a high concentration of even four 0s to five 0s, then, ~you know, ~you don’t need to run high-level events. If your majority is sitting in that two five, three 0, three five, then open play, especially for pickleball, open play and those types of events are gonna be more bang for your buck.
So it’s, there’s really intelligent decisions you can make just looking at distributions of rating and age and gender that I don’t wanna pass on here without telling you about.
Lastly, we’ll flip over and this one here is for those that have instructors. It’s a summary page for your, ~um,~ instructor that’s- kind of see everything at a glance, which [00:19:00] is the whole point of this dashboard to begin with. So you’ll see here we got a couple charts that’s showing the different types of, ~um,~ mixes and ~the, ~the demand on per day, so you can see your busiest days for your instructors.
~Uh ~we do based off of lessons, we do events, and then also on reservations that they’re assigned to. So that’s kind of our way of monitoring how active your, ~uh,~ instructors are. And then we have an instructor table down here that kind of sums that all up, so you can kind of see quickly, ~uh, you know, ~your lesson hours, event hours, and a couple little bit more information.
And much like the other one, if you do view more, we can also pull up some detail on each instructor and get a little bit more granular with some information and what they’ve been up to last.
The last questions, ~uh,~ our facility has multiple venue spaces. We have basketball courts and turf fields where our users spend much more money per transaction than in our pickleball programs. Any thoughts on how to best sort through that data? Well, one of the things that has been ~in, ~in the early [00:20:00] feedback that we’re looking to do pretty much right out of the gate here is to be able to have saved filters as an option.
And in that case, you could actually create a filter based on just those, ~um,~ court types or courts that you’re looking at. ~And, ~and from there you’ll be able to quickly see just, ~um, you know, ~instead of having to come in and manually do that every time. So that’s one way ~I’m, ~I’m looking to make it easier for you guys to be able to, ~um,~ just look at specific courts.
If you have a certain, ~you know, ~court type that maybe isn’t used very much and you want to exclude it, being able to just be able to set something up quickly. ~So, um, ~off the top of my head, that’s one of the easy ways that when- ~Mm-hmm ~… you look at the charts and data, ~it’s,~ it’s specific to what you’re looking ~to, ~to, ~um,~ decide and make decisions on or- Yeah
see information. I think one of the biggest spoo- feedback loops, Scott, ~um,~ to re- piggyback on your point is, ~you know, ~the pivoting of the data is super important, right? You… We want you to be able to go, especially in this foundational part of what we’ve built, we want you to go as deep as you need to go.
So the biggest feedback I think, Scott, that we can hear about is where are we missing filters, right? Yeah. ~Like ~where… ~how, ~[00:21:00] how does this particular tab, how can it go deeper? How can we dig stronger, right? So even if it’s fr- look at this right now as a V1 and say, “Hey, based off all this amazing data and visuals that I have right now, I just want to be able to da- dig deeper in what I have by adding filter X, Y, and Z.”
And so if you guys, just like I think it was Landon that asked the question about the multiple types of fields, because I think that if we can do that in fin- financials, ~um,~ that’s… And we may can. I think that, ~you know, ~what you’ve done there is already granular, but that’s what we need to hear, is where can we dive deeper?
And where are we- Yeah … missing filters? So my encouragement to you is let us hear about those. Yeah, and that’s another thing too is, ~like,~ if you click on something, expect something to happen. And if there’s like a drill-down, you’re hoping to see more information. Just again, make notes of that maybe in the…
Even if you put it in the pulse positive feedback, we’ll [00:22:00] still see all your comments and can easily g- you know, accumulate all the information that way. And like I said, I would love to keep iterating on this and make this, ~uh, you know, ~much more feature-rich as we build on it. Two more questions. Instead of comparing to 30 or the last 30 days, can we compare a month in 2025 versus the same month in 2026?
That has been feedback that’s been given in early, ~uh,~ in our early access. And at this point, ~um, not, ~not the, not that I’m aware of. I’m trying to think if there’s a, a workaround, but no, that’s on the to-do list of one of my first things to do after release. So we’ll get that in there. ~Um- ~Oh, we got more questions coming in But right now ~it’s, ~it’s previous period only.
Okay, cool. ~Uh, ~how can I utilize this page to streamline payroll for coaches? For instance- I’ll take that one … every two weeks. ~I’ll, ~I’ll… Yeah, great question. ~Um, ~we have a whole initiative coming around instructor payout, commission schedules.
It is [00:23:00] on the roadmap, if that changes, I’ll let you know. But yeah. And once we get that done, ~um,~ Antonio, Scott will be able to use some of that data that comes out of that to put it on the instructors tab so that you can see more data and analytics around, ~uh,~ payouts for your pros.
All right, next question. We have a real issue with member court bookings cancellation no-shows. Is there currently, or will there be functionality to show this data in the Pulse?
We do have cancellation rate as a metric. ~Um, ~I’m sure we can look to maybe add a card or show it a little more, ~uh,~ detailed than we currently got it.
Can the demographics page be filtered to types of memberships, as it’s only showing all contacts members that have attended our club?
This is another page, another tab that’s got some good feedback already that we’re looking to add some filters to. ~Um, ~another one that we’re looking at ~is, ~is active members or active players ~to, ~to narrow it down just to the active. ‘Cause right now this is your entire, ~um,~ player base [00:24:00] as of the end date of your, ~um,~ date range.
And last question right now, looking month over month, quarter over quarter, and year over year, especially with the payment for certain programming occurring at once and then realizing the revenue in the next few months is crucial. ~Mm-hmm. ~So that’s good feedback too. So yeah, don’t forget, you can take this feedback and click on the house pulse up in the top right-hand corner and give this feedback, but I’m also gonna make sure the product team and Scott, ~uh,~ gets these questions from today as well
Awesome. On the last se- tab here, just so you can see it i- in action. We do have the ability to hide, ~uh,~ uh, all tabs or metrics within them. And this is per user, so you can set it up how exactly you like it, and ~it, ~it persists. ~Um, ~there’s a lot of, ~you know, ~things that persist. Your interval, date interval will persist. So if you set it up to look at yesterday, ~um,~ every time you come back it’ll stay on yesterday.
You know, if I had to encourage you as ~you, ~you, you saw this, you go and dive in it today.
Leave us tons of feedback, but when you look, pick one metric. Don’t let it [00:25:00] overwhelm you. Pick one metric and watch it and measure it and then act on it and see by looking at Pulse how you made a difference at your club, how you changed your bottom line, how you retained a member, how you changed and gave more lessons to a struggling pro.
That’s my ask of you. I couldn’t be more excited and I’m so looking forward to seeing the feedback coming in and how this is really going to change the game for our clubs and our club operators.
Yes, and this is just the beginning. So thanks everybody for joining us today. We’re so excited. Send the feedback and we’ll see you on the next webinar coming up in September. Take care.
