Pike13 - Avis

No doubt, dependability of the system, being available but the support is really excellent. They know the system they support and response to issues as well as resolution is one of the best I've ever experienced.

The system is applicable to private instruction businesses, such as music lessons, but the mindset of being able to adapt the system to bring the best user experience to people of the business world of the Arts, such as music education, can be a struggle and I have asked for some changes in future upgrades but have yet to see them. For example - being able to edit naming like clients to students, or allowing automatic attendance taken, enabling the instructor to only need to manually change for cancellations, etc. There needs to be a part of the applications design that can address the broader needs of their targeted customers, such as a music school and not a one size fits all, like an exercise business.

Ease of use. I can train new staff members very quickly in how to use FDHQ. The mobile functionality is great, too.

I wish their were billets for class services. That way I could assign different pay rates for each class to the same person for doing different jobs.

It would be a lot cleaner of a look if the FDHQ website could be separated by services and embedded into the gym website. Also, this would create a more seamless experience for the user.

Courses need to have wait lists.

I do like the dashboard reporting. I can easily keep track of the money that comes in and any payments that fail, etc.

The set up is super weird. Like, the software assumes all teachers that teach the same class make the same rate of pay. You have to manually add each teacher to each class in order for them to get paid as well. Instead of assigning pay rates to teachers, you assign them to classes, and even then, it doesn't assume any of your staff is allowed to teach that class. We have 75 classes a week on our schedule and several of them are different types of classes, so each time we add a class (or a new teacher), we have to manually add every teacher to the pay for that class. The customer service is bad. In fact, there is NO customer service number. You literally can't get answers unless you email them and the answers you get back are often a link to one of their self help articles and don't really answer your questions. Also, if you want to raise your prices on existing memberships, you will have to do that manually for every single person. The digital waiver set up through docusign does not work well and no one will help you set it up. Families are unable to manage each other so each child has to have their own unique email address to have a waiver on file as well as an account with us. Parents are always mad about this.
Probably one of the worst features is that if someone is on an autopay contract/membership and their payment fails, it's not very obvious. They can continue to take classes (the system does not automatically cancel them nor do they show up as unpaid).

The software is very user friendly and has a quick learning curve for new users. Scheduling classes, managing multiple locations, processing automatic recurring billing for tuition, and booking recurring appointments are at the top of the list.
Having the ability to see class openings across the week allows staff to quickly sell enrollments to new and existing customers. Scheduling new classes is a simple process with just a few clicks. Customizing memberships is also a simple process and billing is automatic.
Pike13's Customer Service is outstanding and they really listen to feedback from their clients.

The lag time in reporting is frustrating. I would like to see all reporting in real-time. I would also like the ability from the Franchisor side to control the standard service offerings across all locations.

Customer Service is superb and best in the business.
Ease and simplicity in teaching staff and clients to use on front and back ends.
Notices posted at the Top of Pike13 when developments/updates are coming.

As a newer product, features need development to increase efficiency. The ease of use can also hinder needed functions when trying to make things too minimal. Examples: App, Kiosk, Services, No Charge Services, Use of Gift Certificates, etc.

It is scalable and there is plenty of room for us to grow into it. The new bulk enrollment feature makes it easier than ever.

No customer service telephone support. Can't tag plans and passes so they appear where you want them in the menu which forces you to make custom HTML menus. Clients sometimes find the interface confusing mainly because you can't just sign up for a class or workshop without going to the date of that class or work shop first.

I love the look. It fits very well with the layout of our website. Customer service is always awesome and is always right on with their "fixes" and have even helped me with work arounds that they didn't initially have answers for.

I feel like you guys are pretty good about keeping up with customer needs. I've run into a few issues over the years of Pike13/Front Desk just not having a solution for my issues but in most every case I blame that on our business. We do a lot of different things with our Youth Program and it's hard to expect one service to meet all of our needs.

Their Mailchimp integration is great. While there is no way to section clients based on membership purchased, it gives us some great ways to follow up with clients. Although this is more thanks to MailChimp's versatility, not so much Pike13's.

We were sold a contract to this software on a false pretense. We were told that their software integrates with a third party site (ClassPass). Once we signed the contract, management informed us that the integration was not working, but would be fixed. It is now close to 5 months later and there has been no progress made. They also refused to compensate us, or take any responsibility for any inconvenience they have caused. There are several other components of the software which are also significantly inferior to Mindbody Online and other fitness studio software.

It's honestly not as much about the software as it is about the people. I find the software requiring some workarounds

It'd be cool if clients with account credits can have plans attached to them that are auto debited monthly instead of manually having to go in and do it. It'd also be nice to be able to create a plan that allowed for unlimited of one service and a set amount of another service so I don't have to sell one person multiple plans and have them accept multiple terms and conditions as a result.

Ease of setting up class schedules, client profiles, credit card billing.

I have trouble running the reports I need. Figuring out numbers for budgeting purposes etc. When I track things like new clients in an excel spreadsheet separately, where I know my numbers are accurate, I can't get Front Desk reports to give me the same results.

If it worked, I’m sure it would be helpful. But it doesn’t....

On both of the App stores, as well as on their website Pike has their kiosk app listed as “compatible with Android Devices.” I ordered a 4th generation Samsung Galaxy Tablet to run the app so my clients can check themselves when they come in. Unfortunately the app DOES NOT work with all Android devices. After 4 days of back and forth emails I was told: “Looks like there is some incompatibility issues between the Kiosk app and Tablet/OS you are using.” I was never told which tablets work, nor an eta on the fix. As of now, I am stuck with a tablet which I don’t need and still do not have access to their Kiosk App. While there could be room for potential, Pike13 has repeatedly proven to be a sub-par company.

Easy to use. Great reporting. Extensive capacity on capabilities for varied business models. Makes life a heck of a lot easier!

Depending on the customer service rep you get will depend on your service. Overall we have had an incredible time with their customer service, however sometimes they can be short with you and not fully answer your questions (to be fair- I have a lot of them so I would be short with me too). My only wish is that we had a little more offering of phone calls or webinars to review some more complex solutions.

Booking feature works the best for our business. Since we deal with many people booking lessons with various teachers I like that everything is automated and we get notifications for canceled and booked lessons.

It takes a bit to learn, but if you book time with support it makes it much easier. I have a few things on my wish list for our business, but it seems like they are always trying to add feature. I hope they add the ability to book rooms in the future

It's great for signing people in. Auto bill pay is nice but is it really anything that another company can't do? Not sure.

They don't like to take care of their longtime customers. Instead of grandfathering them into the rates they've agreed to, they continually increase prices and use semantics to say they are adjusting your discounted rates. Strongly considering looking elsewhere.

Customer service is A++. Ease of use and functionality is a close second!

Can be difficult to make big batch changes on the back end, but customer service and support is always available if we need them to help or assist!

the way it looks and what i can do with it..
how easy it is to set up services and plans
it's very responsive and i like the business app

the new report system
also when you're busy in an account and for instance you've changed something then it takes you all the way back to the start..
there's no app for clients

Scheduling weekly lessons and rehearsals is easy to do in Pike13.

We would like to see a more flexible way to mark students as canceled for one group class, rather than removing them from the roster for one week.

The flexibility of the features. I can tailor them to my business needs.

I wish that my franchise company would invest in an app for my clients as I can't do that myself, it has to be company wide.

I like that it's easy to navigate and find what I need.

Sometimes reporting isn't very intuitive and it takes a long to to figure out how to get what I want.

If you have any question you have to wait days to receive auto reply.
Very old and complicated system.

Very complicated

I used Pike13 because the ballet studio where my daughter took lessons used it for tuition. I had no issues or confusion using the platform and it seemed secure and very user-friendly. I felt comfortable storing my credit card information for repeated use.

As a user, I had no obvious problems with this software. I don't know how it is to set up on the administrator end, but if the user end is an indication I'm sure it's very intuitive to use.

Efficacity And rapidity
Suport system

When the syste IS doun or there IS updates take tomuch Time to back to normal