How PRVN Nashville opened fast and kept the front desk clear

When PRVN Nashville opened in January 2024, it was not a quiet local launch. The 22,000 square foot facility is the first brick and mortar gym for six-time CrossFit Games champion Tia-Clair Toomey and her husband, Shane Orr, and the CrossFit community was watching.

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General Manager Mitch Harbaugh coached for more than 10 years in New Jersey, Pennsylvania and Florida before joining PRVN, and he had worked with a range of gym management platforms along the way. During the development and building phase the team researched their options and chose PushPress.

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In the first nine weeks of business PRVN grew to nearly 100 members. By that spring the gym had also taken more than 900 drop-ins and hosted the 24.3 CrossFit Open announcement.

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The Problem

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Standing up new software with a brand new staff

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A launch this size meant getting an entire coaching team fluent in a platform none of them had used, while everything else about opening a gym happened at the same time.

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Drop-in traffic arriving faster than a front desk can process it

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PRVN became a destination almost immediately. Visitors show up from out of town, sometimes minutes before a class starts, and every one of them needs a waiver signed and a fee collected before they can train.

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Leads landing while the GM is nowhere near a laptop

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Contact form submissions and rate requests do not wait for office hours. Harbaugh runs the gym from the floor rather than a desk, and a slow reply is a lost member.

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The Solution

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An onboarding process built to carry a launch

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Harbaugh rated it against every platform he had used before:

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"Their onboarding process is a lot better, and more well-thought-out, than other programs."

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He said the simplicity of it made his life easier as a general manager, and rolling it out to his coaches took work off his plate rather than adding to it.

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QR code check-in for drop-ins

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Visitors now scan a code on their phone, sign the waiver and pay the drop-in fee themselves. No one has to stop coaching to process a walk-up.

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"They were able to come in, even though it was five minutes before the class. No worries. They just scanned the QR code, filled out their waiver and paid the drop in. And they were good to go."

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Lead follow-up that runs without him

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Automated workflows in PushPress Grow pick up every inquiry the moment it comes in, and Harbaugh can change what goes out and when.

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"We never miss engaging with a potential lead, which is really really key. And I like that we can edit the automation as far as what is sent, when it's sent and how it's sent."

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Mobile matters as much as the automation. Harbaugh is usually on the floor with only his phone, and messages from the web chat on the Grow site reach him there like text messages, so he can answer while the person is still interested.

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PRVN Affiliate programming delivered through Train

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PRVN Affiliate programming sits inside PushPress Train, so one coach uploads the training and it is there for every gym on the PRVN track. Coaches can add notes other staff can see.

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"I don't have to add all these extra things to make sure the layout looks good. So the transfer of programming being uploaded to Train is really seamless."

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Core as the daily operating picture

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The dashboard in PushPress Core gives Harbaugh the class schedule, reservations and upcoming birthdays in one view. Membership reporting shows new members and upcoming expirations, and flags clients at risk so he can check in before they drift.

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"Core really provides insight into tactically, what I need to do that day and the next day. And also strategically, what we need to be planning long-term."

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Result

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Nearly 100 members in the first nine weeks

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A brand new gym filled fast, with lead follow-up running in the background rather than sitting in an inbox.

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More than 900 drop-ins handled since opening

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Self-service check-in absorbed the visitor volume that comes with being a destination gym, including the crowd around the 24.3 CrossFit Open announcement.

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A general manager who plans instead of chases

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Reporting and the daily dashboard moved Harbaugh's time from back-of-house admin toward deciding where the gym goes next.

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Conclusion

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PRVN Nashville opened with a lot of attention on it and a lot to get right at once. The software was one of the few parts nobody had to figure out on the fly.

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"It just makes it easier for me to run the gym."

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Ready to open strong and keep every lead moving? Book a demo and see what PushPress Core, Grow and Train can do for your gym.