From one-off events to regular sessions – How Rezerv improved client retention at Secret Sunrise

Source: Secret Sunrise

About Secret Sunrise

Secret Sunrise is more than just a fitness initiative; it's a movement dedicated to spreading joy and positivity. Founded in South Africa three years ago and brought to Singapore, this unique concept has been transforming mornings across the city. 

Carolynn, who took over the operations in March, describes Secret Sunrise as a "joy movement," which combines guided meditation, playful connection, hardcore dancing, and a gentle wind-down into a cohesive journey designed to uplift and energize participants.

A journey of joy and connection

Each session at Secret Sunrise is carefully curated to be an inclusive and immersive experience, accessible to everyone regardless of age, background, or fitness level. 

Led by professional instructors called ‘facilitators’, participants work through a series of movements and music, creating a space where they can let go of their inhibitions, drop their egos, and simply have fun for an hour. This focus on joy and connection sets Secret Sunrise apart from traditional fitness routines, offering a unique blend of mental, emotional, and physical wellness.

The Secret Sunrise experience

What truly sets Secret Sunrise apart is its distinctive approach that prioritizes joy, connection, and inclusivity over traditional exercise routines. Unlike typical fitness studios, Secret Sunrise is not just about physical workouts; it's about creating an experience that transcends the ordinary.

The use of headphones allows participants to be fully immersed in the music and instructions, helping them focus on dancing on their own movements and enjoyment, free from the distractions of their surroundings. This approach encourages people to dance like no one is watching, enhancing their sense of freedom and joy. 

In addition to dance sessions, Secret Sunrise also offers Sunrise Yoga with headphones, providing a serene and immersive yoga experience.

Source: Secret Sunrise

Immersive experience in stunning venues

Each Secret Sunrise session takes place in various beautiful and unique outdoor locations around the city—parks, beaches, rooftops, and more—allowing participants to connect with nature while they move and meditate, making each session a memorable event. 

Memorable moments and milestones

Secret Sunrise has danced in some truly amazing spots, such as The Promontory at Marina Bay. They've also organized big events with up to a hundred people dancing together in joy. These achievements highlight the unique and constant journey of bringing people together to experience joy and connection. 

Bringing joy to various causes

Secret Sunrise also collaborates with various organizations, from orphanages to environmental foundations, hosting monthly sessions that highlight their dedication to giving back and making a positive impact on society. By fostering a sense of community and connection, Secret Sunrise aims to create a world where everyone can find and celebrate their inner joy.

Partnering with big brands

Secret Sunrise also offers corporate programs, working with brands such as TED, Lipton, Coca-Cola, Women’s Health, and more. These partnerships help teams bond, reduce stress, and foster a positive work environment, further spreading the joy and connection that Secret Sunrise is known for.

"Secret Sunrise is a joy movement. While it provides great exercise, its true purpose is to connect people with joy. We take participants on a journey from guided meditation to playful connection, to energetic dancing, and back again. It's a unique experience that uses headphones, music, and movement to bring people closer to their joy. 

Our headphones create a personal and immersive experience, allowing everyone to dance like nobody's watching. When you wear the headphones, you focus on yourself, enjoying the moment without worrying about what others think. This is what makes Secret Sunrise so special." 

-Carolynn Bae, owner of Secret Sunrise

Carolynn Bae (2nd from the left), owner of Secret Sunrise

The Challenge

Secret Sunrise faced several significant challenges before implementing Rezerv. Carolynn Bae recognized that while their events were successful in bringing joy to participants, there were operational difficulties that needed to be addressed to ensure sustainable growth and a smooth experience for their clients.

1. Transition from one-time events to regular sessions

Initially, Secret Sunrise operated more like an event-based service, relying heavily on platforms like Eventbrite to manage bookings. While Eventbrite was effective for one-off events, it lacked the tools necessary to build lasting engagement and loyalty among participants. The primary challenge was shifting from an event-based model to a regular, ongoing schedule of sessions that encourage repeat attendance

2. Managing recurring payments

Another significant hurdle was handling recurring payments efficiently. Secret Sunrise needed a system that could manage recurring memberships and process payments automatically on a recurring basis. The existing tools were not equipped to handle this complexity, making it difficult for clients to stay engaged and committed to regular sessions.

3. Client retention and engagement

One of the biggest challenges was ensuring that clients returned regularly. With Eventbrite, there was minimal engagement beyond the initial booking. Carolynn needed a solution that could help create a sense of community and commitment among participants, encouraging them to come back for more sessions without constant re-marketing and re-engagement efforts. It was crucial to enhance client retention and foster regular engagement.

Reflecting on the transition from using Eventbrite to adopting Rezerv, Carolynn Bae shares: "Using Eventbrite was convenient for one-off events, but it didn't help us build the ongoing engagement we needed. Our challenge was to turn these joyful experiences into a regular part of our clients' lives. 

We needed more than just a booking platform; we needed a way to engage people consistently and make them want to come back, without constantly re-marketing and re-engaging them."

4. Administrative burden

The administrative workload associated with managing bookings, payments, and tracking client interactions–such as purchasing packages, renewing memberships, and attending sessions, was overwhelming. Carolynn found herself spending too much time on administrative tasks, which detracted from her ability to focus on creating and delivering joyful, high-quality sessions. A more efficient system was needed to reduce this burden and streamline operations.

5. Creating a seamless client experience

Finally, providing a seamless and enjoyable client experience was a priority. Secret Sunrise wanted to ensure that participants could easily book sessions, manage their memberships, and engage with the community without encountering technical difficulties or complicated processes. Achieving this required a more sophisticated and user-friendly platform than what they had been using..

How Has Rezerv Helped?

Choosing Rezerv was a strategic decision that has significantly transformed the operations of Secret Sunrise. Carolynn Bae, the owner, recognized the need for a platform that could address the core challenges her team faced while enhancing client engagement, and simplifying its operations. Rezerv proved to be the perfect fit, offering a comprehensive solution that aligned with the unique needs of Secret Sunrise.

"I was evaluating global competitors, but Rezerv stood out with its combination of competitive pricing, extensive features, and superior service making it an obvious choice. It was a big win for us."

Before discovering Rezerv, Carolynn had been exploring global competitors and evaluating their capabilities. Many platforms fell short in key areas, particularly in managing recurring membership and providing a seamless user experience. Carolynn needed a platform that could handle the intricacies of memberships, bookings, and track client interactions without adding to the administrative burden.

Here’s how Rezerv made a difference:

1. Local payment options 

One of the primary reasons Carolynn chose Rezerv was its support for local payment options like PayNow. This feature made it easier for clients to make recurring payments without any hassle. The seamless integration of local payment methods was a significant advantage over global competitors, providing a convenient and familiar payment experience for clients in Singapore.

“One of the things that people often overlook is the importance of making recurring payments easy for clients. Rezerv's support for local options like PayNow made transactions effortless and convenient for our clients, which was a huge win for us. This local integration truly set Rezerv apart.”

2. Improved client retention and engagement

Rezerv’s recurring membership features have been instrumental in improving client retention. Secret Sunrise needed a platform that could transition it from an event-based model to a regular, ongoing activity. 

Rezerv enabled participants to easily sign up for recurring memberships for regular sessions, encouraging them to return frequently and fostering a sense of community and loyalty among participants. This shift has been crucial in maintaining a steady flow of participants and building a loyal client base. Rezerv’s ability to manage recurring memberships and track client interactions–such as purchasing packages, renewing memberships, and attending sessions. has helped create a more engaged and committed community.

"We needed to move away from being just an event-based service and become a regular part of our clients' lives. It was all about creating that stickiness—getting people to come back and engage with us on a regular basis. 

Rezerv was the perfect platform to help us make that transition, turning one-off events into a continuous, engaging experience. With Rezerv, we could effectively change our business model and build a loyal, committed community."

3. Operational efficiency and time management 

The administrative workload associated with managing bookings, payments, and tracking client interactions was overwhelming. Rezerv’s user-friendly interface and efficient setup process significantly reduced the time spent on administrative tasks. This allowed Carolynn to focus more on creating and delivering high-quality sessions. 

Tasks that previously consumed a lot of time are now streamlined and automated, freeing up valuable time for Carolynn and her team. The operational efficiency brought by Rezerv has allowed Secret Sunrise to operate more smoothly and effectively.

“Using Rezerv has been a game-changer for us. Having a tool that allows you to operate your business quickly and effectively is invaluable. For me, the energy return is immense—the time saved on admin tasks means I can focus more on what I love: bringing joy to our community. Investing in a platform that handles so many aspects of the business is an undeniable win. Time is precious, and Rezerv helps us make the most of it.”

4. Superior customer support 

Rezerv’s excellent customer support was another key factor in Carolynn’s decision. The responsiveness and helpfulness of the Rezerv team, (she even mentioned Esther and Sheila, our support team members, for her exceptional assistance) provided Carolynn with the confidence that any issues or questions would be promptly addressed. This level of support ensured a smooth transition and an ongoing positive experience with the platform.

5. Capturing new regular customers 

Another significant change brought by Rezerv has been its ability to convert initial website sign-ups into regular customers. While Secret Sunrise received a lot of initial interest, the challenge was converting these leads into loyal, recurring participants. Rezerv’s user-friendly interface and comprehensive features have made this conversion process more effective, turning interested visitors into regular attendees.

“Seeing the number of people signing up on our website has been encouraging. The real challenge, however, has been converting those initial sign-ups into regular, loyal participants. With Rezerv, we've been able to make that transition smoothly, transforming curious visitors into committed members of the Secret Sunrise community”

6. Comprehensive features and better pricing

Rezerv stood out due to its comprehensive set of features combined with competitive pricing. Carolynn found that Rezerv offered more functionalities at a better price compared to its other global competitors. The platform’s ability to manage bookings, memberships, and tracking client interactions in one place was a game-changer for Secret Sunrise. 

This comprehensive approach has streamlined operations and reduced the complexity of managing multiple systems. The value offered by Rezerv in terms of features and pricing made it an attractive choice for Secret Sunrise, allowing them to get the most out of their investment.

Choosing Rezerv has been a game-changer for Secret Sunrise. Carolynn Bae and her team found a solution that solved their challenges and made their operations much smoother. With Rezerv, they were able to turn their one-time events into regular sessions that keep clients coming back.

When asked if there was any feedback for Rezerv regarding feature-wise improvements, Carolynn Bae reflected thoughtfully.

"I've thought about that one. I would say no. I've been really impressed with how feature-rich Rezerv is. Coming from a technology background, I can confidently say that Rezerv offers an impressive array of features that meet our needs perfectly. 

It's not just about having a lot of features; it's about having the right ones that are simple to use and truly beneficial. Rezerv has exceeded my expectations, providing tools that I didn't even know I needed but now can't imagine operating without.” 

The journey from relying on Eventbrite for one-off events to using Rezerv's robust system highlights the profound impact the right technology can have on a business. Rezerv as a fitness management software has not only made day-to-day operations smoother but has also empowered Secret Sunrise to grow and expand its offerings.

As Secret Sunrise continues to grow and bring joy to more people, its success story serves as a powerful example for other fitness and wellness businesses. Having the right tools in place is crucial not just for survival but for thriving in today’s market.

Ready to see how Rezerv can transform your fitness business? Book a demo today and experience the difference the right software can make.

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