Planet Fitness Mexico: out with ServiceDesk, owned software

In short

For Planet Fitness Mexico we run a SaaS-exit program, one owned product at a time. We replaced ServiceDesk with multi-area ticketing and put PF Rooms on meeting-room door tablets across CDMX sites, with Microsoft Exchange / Graph as the source of truth. Both are live with no per-seat license, and the third chapter, the next vertical SaaS to replace, is in progress.

Client: Planet Fitness Mexico
Sector: Fitness
Where: Mexico City (CDMX)
Deliverables: Owned multi-area ticketing
QR-linked assets and SLAs
PF Rooms door tablets
Exchange / Graph integration
Dashboards and reports
Services: Custom software
Automation
Data solutions

01 · LiveServiceDesk → owned ticketing

02 · LivePF Rooms across CDMX sites

03 · In progressNext SaaS to turn off

The context

Paying per seat for someone else's roadmap

Planet Fitness Mexico was paying recurring SaaS licenses for tools it did not control. The service desk ran on ServiceDesk, operations were fragmented across teams, and room management would have meant one more generic workplace subscription. The company had little control over the roadmap, and cost pressure in Mexico was real. The goal was to turn those licenses off one by one and replace each with software Planet Fitness owns.

Design and build

One chapter, one license turned off

We design, build and run each chapter together with Planet Fitness. The first replaced ServiceDesk with a ticketing platform for IT, maintenance, HR, marketing and purchasing. Staff sign in with their corporate email and open a ticket: they find the asset by name, serial number or QR code, then set the area, priority, club and zone. Each ticket carries its location, assignee, related asset and SLA time. The asset module tracks what is operational, in maintenance or out of service. Reports cover SLA compliance, average MTTR and volume by area and club, alongside surveys and dashboards.

The second chapter put PF Rooms on the doors of meeting rooms across CDMX sites. Each tablet reads Microsoft Exchange / Graph as the source of truth, so it shows live availability and the day's agenda, and anyone can book the room on the spot. Calendars stay where they already live, with no extra workplace subscription. The third chapter, now in progress, follows the same pattern for the next licensed vertical SaaS.

01 Live
Ticketing without ServiceDesk

Multi-area platform (IT, Maintenance, HR, Marketing, Purchasing): tickets, QR-linked assets, SLAs, surveys and dashboards. Zero per-seat license, roadmap under Planet Fitness control.
02 Live
PF Rooms at the door

Door tablets across CDMX: live availability, day agenda and quick booking, with Microsoft Exchange / Graph as source of truth, without another generic workplace subscription.
03 In progress
The next SaaS we turn off

Third chapter: replace the next licensed vertical SaaS with an owned product, same pattern as ticketing and PF Rooms, no paid seats.

Gallery

The project in pictures

9 images · Open any image to see it full size.

Ticket Management System sign-in: every team enters with its corporate email.

The ticket inbox, with quick views and filters by club and department.

A ticket in detail: location, assignee, related asset, SLA time, quick status actions, reassignment and PDF.

New ticket: find the asset by name, serial number or QR, then set area, priority, club, zone.

Asset management: operational, in maintenance or out of service, with scheduled maintenance and QR scanning.

Reports and analytics: SLA compliance, average MTTR, closed tickets and volume by area and club.

System configuration: the admin screen where ticket categories are defined and kept up to date.

PF Rooms: the room shows as available, with a button to book it and the day's agenda.

PF Rooms on a portrait door tablet, with availability read live from Microsoft Exchange.

Outcomes

Two license savings live, a third underway

ServiceDesk is gone and PF Rooms is live on the floor. Planet Fitness now runs its service desk and its meeting rooms on software it owns, with no paid seats, and the roadmap belongs to the company. The same pattern now targets a third license: the next vertical SaaS to turn off is in progress.