John Merritt, the SVP and chief information officer at the YMCA of San Diego County, shares how Upace has assisted the organization’s operations.
Why did you decide to partner with Upace?
John Merritt: We were struggling with an outdated operations system and an internally built mobile platform that created daily frustrations. Partnering with Upace was a strategic decision to address these pain points and implement a modern, user-friendly solution. Upace provided exactly what we needed: streamlined class reservations, an intuitive mobile and web experience, seamless integrations with our existing technology platforms, and improved check-in processes. Beyond these improvements, Upace introduced an entirely new way to engage with our members through their mobile app.
We can now instantly connect with our community via push notifications, share real-time updates about our facilities and encourage participation in programs — all opportunities we didn’t have before. Upace’s ability to integrate seamlessly with our Traction Rec and Salesforce systems made them the perfect partner.
What are the benefits to your business as a result of this partnership?
JM: This partnership has evolved how we operate and engage with members. Thousands of members use our custom-branded mobile app every week to stay connected with the Y. The ability to send targeted and customizable messages has helped transform our communication strategy, ensuring members feel informed.
Upace’s two-way integration with Traction Rec and Salesforce has been a game-changer, providing synchronized systems and actionable insights enabling us to make data-driven decisions. These improvements haven’t just streamlined operations — they’ve enhanced our ability to serve and retain members.
What are the benefits to your members as a result of this partnership?
JM: For our members, Upace has made connecting with our Y easier and more personalized than ever. Through our custom-branded mobile app and website-embedded technology, members can reserve classes aligned with their membership tiers, check schedules and scan into facilities with ease. This seamless experience saves time and helps members feel more supported in reaching their fitness goals. Real-time alerts and notifications keep them informed about hours, closures and new offerings. Upace has elevated the overall member experience, fostering a deeper connection to the Y.
Have you been pleasantly surprised by working with Upace in any way?
JM: Absolutely. Upace has been an exceptional partner, demonstrating consistent responsiveness and collaboration. Their team works closely with us to tailor the platform to our needs, providing valuable customization and support. For example, when we updated our membership tiers to include custom features, Upace collaborated with us to integrate these changes into the app. They actively listen to our feedback and continuously work with us to enhance the platform. It’s a partnership we value greatly and appreciate.
What else can you tell other rec center professionals about the benefits of working with Upace?
JM: Upace is a transformative solution for any rec center. Their platform is intuitive, flexible and backed by a team who cares about your success. Whether you’re seeking to streamline class reservations or improve member retention, Upace delivers on all fronts.
