Great company for sales/marketing, not customer service
Pros
-Values: The core values of the company make you feel warm and fuzzy inside. It was one of the reasons I connected with the company initially. -People: Most employees are very genuine and truly aim to do their best to accomplish the overall goal of the company. I've met true friends here. -Fitness centric/great benefits: Since this is a software company tailored for wellness and fitness studios, we often receive free passes for fitness classes. Each month each employee also receives $65 wellness funds to use on any fitness or wellness service. This is a HUGE selling point for them because you can use this card for anything from fitness classes to a beauty appointment. -Workspace- The workspaces globally are designed to reflect the culture of that country in combination with MINDBODY's thriving fitness culture, which really makes the employees feel at home.
Cons
-Customer service: I wish I would have reviewed customer reviews of the software prior to accepting this position because this is the number one complaint from customers. The customer service departmnet is evolving but it definitely has a looooonnnnnggg way to go. This is the only software company I have worked at that does not provide a SLA or any resolution times for system bugs. Bugs can go unresolved for months and the customer will only receive an update if they request one. The reason for the lack of SLAs is due to liability. They do not want to be liable if they are unable to fix a bug within a certain period of time. -The acquisition: In 2018 MINDBODY acquired three companies: Frederick, FitMetrix and Booker. Instead of allowing the merger to gradually occur, MINDBODY acquired the three companies, and immediately started selling their products within a two-month span. Because the sales reps did not have enough time to learn about each product and their nuances, there was always miscommunication between sales and the customer which resulted in numerous cancellations. The company that may have caused the most issues thus far is FitMetrix. FitMetrix being the newer of the three companies purchased, there were a lot of kinks to work out...but not one knew about them. Since the development team consisted of 8 team members, assisting over 100 customers, the development team did not have enough members to QA the product. This resulted in failure to launch new features after they were announced during a release. When discussing features presented during the release, the development team members often lacked details about how the features worked. If a bug was caused due to a new feature being released, the customer service department was not notified, so we received this information from our customers when they called to complain. - Hardware: FitMetrix sells heart rate monitors to customers to resell to their members. The functionality of these devices is unstable. Many customers, from enterprise, to small business owners, have returned heart rate monitors IN BULK. The issues with these devices range from not charging, the data provided is incorrect, and they will stop working after 2 months. I had a customer return an order of 400. - Values: This falls into both sections because although the values are great, the company does not uphold these values consistently. For example, one of the values is consciously evolving. As a software company, MINDBODY is very behind in regards to the technology they provide to their employees and their flexibility.
