Comprehensive IT Ecosystem Support for a Leading European Leisure Club Chain

For David Lloyd Clubs, Europe's largest health, fitness and leisure business by revenue, we established a comprehensive IT support ecosystem to maintain and enhance their digital infrastructure. Operating across 130 clubs in nine countries, David Lloyd needed a reliable partner to support their extensive digital transformation. We implemented a hybrid support model that significantly improved system stability, reduced critical incidents, and maintained exceptional service levels while handling millions of monthly users.

David Lloyd needed a robust support system to match their digital transformation ambitions. With 5 million monthly visitors across 130+ clubs, the organisation required a support framework that could scale with its business while maintaining high performance and reliability. The challenge was multifaceted, requiring support across various layers of their technology stack: L1/L2/L3 support for customer-facing mobile applications, backend solution maintenance and enhancement, infrastructure monitoring and optimisation, and coordination between business stakeholders, users, delivery teams, and third-party vendors.

We established a sophisticated support structure that could handle the complexity and scale of David Lloyd's operations. We implemented a hybrid support model that covered everything from website monitoring to system enhancement deployments. Key implementation aspects included: a comprehensive event-based monitoring solution leveraging New Relic and Data Dog tools with performance deviation detection mechanisms and proactive event management; robust autoscaling solutions that dynamically adjusted system resources; optimisation of system performance to handle peak traffic periods, successfully managing scenarios with up to 100 requests per second; performance audits of the database infrastructure with query optimisation techniques; a consolidated Support Pod that improved cross-team coordination; rigorous security protocols, including regular comprehensive system scanning; automated maintenance schedules and efficient system automation processes. The support service expanded in 2024 to include backend support, with the team successfully addressing 55+ bugs and delivering eight releases within just three months.