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.
Clava Specific terms:
these are relevant if you have previously used non Clava CRM's such as Approach, RGP etc.
Subscription: A renewing Membership - (Member, EFT, Rolling Month to Month)
Day Pass: A single-day entry for the gym.
Intro Climb: A introductory climbing session for new customers.
Punch Pass: A pack of passes with a set number of day pass entries that can be used over a specific period
Session: A gym event, such as a fitness class, top rope belay class, coaching session etc.
Credit: Clava uses the idea of credits, as a way of creating tokens within a pass, pack or subscription. This gives the gym owner or manager more flexibility, to offer a wider range of membership types. For example, a manager may want to create a 2 week membership that gives the customer 10 entries to the gym, and those entries (credits) can be used for day passes to climb, or selected classes.
Courses: A group of multiple session types, grouped together. An example is the need for an 8 week training program, this would be a course.
Bundle. This is the Clava solution to the old family membership. Here you can offer more options to the modern family unit.
Competencies: These are Certifications, e.g. A lead Belay certification is a lead Belay competency in Clava
Off Peak: An operator defined set of business hours that can be used as a restriction type for Passes, Packs, Subscriptions and scheduled sessions, courses and groups.
Discounts: (Discount codes / Promo Codes)
Family: Direct kin. e.g. Mother, Father, Son & Daughter.
Connections: The wider family members and friends who are capable of supervising the children of the family in the facility.
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.
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.