# Planet Fitness Mexico: out with ServiceDesk, owned software Source: https://slash-digital.io/en/case-studies/planet-fitness-mexico/ Planet Fitness Mexico A SaaS-exit program: ServiceDesk replaced by owned multi-area ticketing, PF Rooms shipped across CDMX, and the next product underway to turn off another license. Start a project See the gallery The ticketing dashboard: ticket totals, SLA, recent tickets, clubs and categories on one screen. 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 · Live, ServiceDesk → owned ticketing 02 · Live, PF Rooms across CDMX sites 03 · In progress, Next SaaS to turn off 01 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. 02 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. 03 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. 04 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. - ServiceDesk replaced by owned multi-area ticketing, live in production - PF Rooms live on door tablets across CDMX sites - Zero per-seat licenses, roadmap owned by Planet Fitness - Third chapter in progress: the next licensed vertical SaaS