Core User Types:
Customer:
Definition: Any individual who interacts with the gym in any way. This includes:
Visitors: People who come to participate (day pass, intro climb, punch pass holder (auto-renew packs etc.)
Supervisors: Individuals who come with others but do not climb themselves. (parents, carers, group leaders etc)
Members: Individuals with recurring memberships (monthly, quarterly, annual)
Guests: Individuals who accompany members (e.g. a non-climbing partner)
Prospects: Individuals who have shown an interest in a climbing gym membership who have made a intro membership purchase (e.g 2 week tester membership)
Key Considerations: This is the broadest category. Customers are typically people who do not receive member benefits (with the exception of members).
Member:
Definition: An individual with an active, paid membership agreement with the climbing gym. (Monthly, Annual Membership, not a punch pack holder)
Sub-categories:
Active Member: Currently has a valid membership in good standing.
Lapsed Member: Membership has expired and has not been renewed.
Frozen Member: Membership is temporarily suspended (e.g., due to injury, or travel) with a defined resumption date.
Cancelled Member: Membership has been permanently terminated.
Lead:
Definition: A potential customer who has expressed interest in the climbing gym and provided contact information (e.g., email address, phone number) but has yet to transact. This could include:
Website Leads: Individuals who filled out a contact form on the gym website.
Social Media Leads: Individuals who expressed interest through social media channels.
Referral Leads: Individuals referred by existing members.
Other Relevant Terms:
Guest Pass: A single-use entry permit for a non-member to enter the climbing gym. Typically for free under member benefit
Day Pass / General Entry: A single-day entry permit for the gym.
Intro Climb / Bouldering Experience: A guided introductory climbing session for new customers.
Punch Pass: A pass with a set number of entries that can be used over a specific period.
Session/Class Pass: A pass specifically for attending group fitness classes (yoga, spin, etc.).
Client, or Operator: A business/operator that is signed up to and uses Clava
Front desk software (FDS): Clava is ostensibly a platform to allow climbing businesses to run their operations from a single service heavily geared towards supporting front desk operators manage customers.
Workstation - a computer or tablet device which FDO’s access to carry out day-to-day tasks.
Session/Class: A session, event or class scheduled on Clava.
Courses: Typically termly, these are courses which people can block book over a set number of sessions/weeks. Date forward allows people to book part way through a course.
Schedule: The parent for sessions/classes, events, parties, block booking (co-working) etc.
Transactions: Any monetary transactions that have occurred on the platform.
Instance: A clients live/production instance of Clava. Every new client has their own instance of the platform.
Check-ins: Where FDO’s manually check their customers into the centre
Self Check-in Kiosk: A standalone web page in Clava, found in settings > Locations which gym operators show on a desktop/laptop/tablet device to allow their customers to self check-in.
Service store: A service store is a mini-website that comes with every client instance of Clava - intended to provide an online (branded) presence for operators who may not have a website - also useful for sending operator’s customers to specific events to sign up when unable to do so in widgets (e.g a link to book a class in a marketing email).
Climbing/Bouldering Industry Terms:
Operator: From Climbing Wall Operator - a physical climbing centre
Front desk operator (FDO): People who work on reception/front desk and use Clava to manage customers
Admin user: People other than FDO’s who use Clava to administer the business.
Beta: Information about how to climb a specific route or solve a boulder problem.
Boulder: A climbing discipline performed without ropes at lower heights over crash pads.
Crash Pad: Safety mattress used to cushion falls while bouldering.
Grade/Rating: Numerical or letter system indicating the difficulty of a climb.
Hold: Any piece on the wall that can be grabbed or stepped on while climbing.
Problem: A specific path or sequence of moves on a boulder wall.
Route: A specific path up a roped climbing wall.
Send: Successfully completing a climb or boulder problem.
Setter/Route Setter: Staff member who creates and maintains climbing routes and boulder problems.
Top Rope: Style of climbing where the rope runs through an anchor at the top of the wall.
Lead Climbing: Style of climbing where the climber clips the rope into protection while ascending.
Auto Belay: Mechanical device that automatically takes in slack and arrests falls.
Chalk: Powder used to keep hands dry while climbing.
Rental Equipment: Climbing shoes, harnesses, and other gear available for customer use.
Induction: Initial safety briefing and basic instruction required for new climbers.
Waivers: Legal documents customers are required to read and agree to prior to climbing, these can range from a standard waiver, supervision waiver to Junior waivers etc.