CB
CODE BLUE TECHNOLOGY OPERATIONS
Managed services for Planet Fitness

Club & member support
operations model

How Code Blue handles the full spectrum — from member billing support to club IT infrastructure — with a built-in quality loop and clear collaboration points with PF CSC Product and SRE.

Ticket intelligence

Member support at a glance

Real data from 436 active service requests — 94% completion rate, 100% remote resolution

436
Total tickets
94%
Completed
100%
Remote resolution
$1,665
Financial actions
50/50
API vs in-person
Volume by category
All routed to Member Support queue — 100% remote support work type

General inquiries

125
29% of all tickets · largest category
By inquiry type
Billing questions55
Technical issues36
Account questions17
Membership6
Other6
Top subjects: Invoice/statement requests, app issues (QR code, check-in), online sign-up problems, billing after cancellation

Financial actions

32
Refunds · $1,222
70
Credits · $443
Refund fee types
Monthly dues18
Annual fees15
Enrollment fees7
Late fees / other6
Reason codes
Other (unclassified)16
Customer satisfaction12
Payment rejection / chargeback4
Avg refund: $34.93 · Avg credit: $44.30

Membership activity

76
Plan changes
21
Cancellations
Plan change direction
Classic → Black Card ↑61
Black Card → Classic ↓15
80% upgrade rate
$15/mo → $24.99/mo · net revenue positive
Other activity
Membership freezes5
Club transfers1
New memberships1

Personal info updates

83
19% of all tickets · 2nd largest category
Members requesting changes to contact info, email, phone, and mailing addresses. 58% arrive via API integration, 41% in-person at clubs. Straightforward fulfillment work — low complexity, high volume.

Intake source & priority

ATSC integration (API)218 (50%)
In-person / onsite216 (50%)
Phone / email2 (<1%)
By priority
P3 (standard)228 (52%)
P4 (low)205 (47%)
P1-P2 (urgent)3 (<1%)
💡
Key insight for CSC Product
The 80% Classic→Black Card upgrade rate in membership changes represents a significant revenue-positive trend that Code Blue is facilitating. General inquiries are dominated by billing questions (44%) and technical issues (29%) — largely invoice requests and app problems — suggesting candidates for self-service deflection if portal UX improved. The 46% of refund reasons coded as "other" points to a classification gap worth investigating.
Intake

Four intake channels feed into Code Blue

Every channel routes through a unified triage layer before department assignment

👤
Member portal
Self-service member requests — refunds, cancellations, billing, info updates, plan changes. Currently includes Mexico market member support.
🏢
Club IT
Hardware, network, POS, cameras, kiosks, PTU installs, Windows upgrades — all club-level technology support.
📡
Monitoring
Automated RMM alerts, uptime monitoring, network threshold triggers. Proactive detection before clubs report issues.
📋
PF CSC Product
Feature rollouts, club support activities, product initiatives, and change management from the CSC.
Triage & route
Operations

Code Blue operations layer

Four departments with a continuous quality feedback loop — click to expand

Quality loop: QA reviews all queues → root cause findings feed back for coaching → trend data surfaces to leadership and PF CSC for systemic improvements
Collaborate
Collaboration

PF CSC integration points

Code Blue as the execution arm between Product direction and SRE infrastructure

PF CSC — Product

Defines club support activities, feature requirements, rollout schedules, and success criteria.

→ Feature specs & rollout plans
→ Club support playbooks
→ Success criteria & timeline
→ Change requests & priorities
Execution arm
CB
Code Blue
Execution & feedback

Translates Product requirements into club-level action. Helpdesks handle member support. Field teams execute rollouts. QA validates and surfaces root cause data.

← Receives
Scope, specs, playbooks
→ Returns
Status, trends, RCA data
→ Escalates
Platform bugs, infra issues
← Gets back
Fixes, advisories, workarounds
Platform
PF CSC — SRE

Platform reliability, infrastructure stability, and incident response at the platform layer.

← Platform bug reports
← Recurring infra failures
→ Fix confirmations
→ Known issue advisories
Handoff summary
Product → Code BlueRollout scope, feature specs, club support playbooks, timeline + success metrics
Code Blue → ProductExecution status, ticket volume/trends, QA root cause findings, member friction data
Code Blue → SRESystemic platform bugs, recurring infra failures, escalated incidents beyond club-level
SRE → Code BluePlatform fix confirmations, known issue advisories, maintenance windows, workarounds
Why this model works

Built-in advantages

What differentiates Code Blue from a standard MSP engagement

Quality is not optional
Dedicated QA department reviews every queue — not a sampling program. Root cause findings drive systemic improvements, not just individual corrections.
Single pane, full stack
Member billing, club IT, and field ops all route through one operations layer. No handoff gaps between vendors. One team owns the outcome end to end.
Data flows both ways
Code Blue doesn't just execute — it generates friction data, trend analysis, and root cause intelligence that Product and SRE need to make better decisions.
Member services
Club IT / execution
Field ops / SRE
Quality assurance
PF CSC Product