How Healthdesk helped The Club re-open after the lockdown
SMS response rate
per week saved
increase in website conversion

Healthdesk has dramatically reduced our response time by funneling communication to one spot. From a member service standpoint, we are in a much better place with communication since responding to a text (vs listening to a voicemail/calling back and leaving them a voicemail) is a much quicker system and leads to much less member frustration.

Melissa Wathen
General Manager @ The Club
About The Club
The Club at City Center offers studio classes in yoga, indoor cycling, barre, Pilates, cardio & strength training, plus an outdoor lap pool, full-size basketball court, racquetball courts, an indoor running track and heart-rate powered functional training in The ZONE.
HEADQUARTERS
Oakland, CA
WEBSITE
theclubatcitycenter.com
FACILITIES
1 location
Challenges
The Club was looking for a way to streamline member services during the Covid lockdown and accelerate re-opening once restrictions were lifted.
Inbound inquiries were overwhelming
The first question was how can we help The Club’s staff spend less time answering phone calls and emails from customers
Reduced admin support
Due to Covid, The Club was operating with a significantly reduced staff to handle members service and sales
Brand new fitness brand
The Club launched during the pandemic which made it difficult to get the word out and build awareness around their new brand
Limited marketing budget
It was crucial to figure out how to lower other expenses in order to find marketing dollars to spend on advertising
Solutions
We proposed an automated omnichannel strategy that would save The Club time and amplify their staff’s effectiveness. At every touchpoint, customers would have the ability to get immediate answers to their questions on the channels they preferred most.

To make an immediate impact with automation, we connected our gym chatbot to The Club’s phone number, email, and website.
Our goal was to automate mundane, repetitive workflows so that The Club’s staff could stay focused on escalated issues that required human attention. Along the way, The Club utilized our outbound messaging tools to regularly communicate updates to their membership base.
Mass SMS Texting
- Scheduled Sends
- Link Tracking
Call Deflection
- Missed Call Follow-Up
- Custom IVR
Keeping members updated and in the loop was key to attracting members back at reopening

Results
After the first mass texting campaign, the results were undeniable. We saw a 67% response rate and 16 hours per week saved from time spent on the phone. The revenue and cost savings from both solutions in the first month equated to the cost of the service for a whole year.
SMS response rate
hours per week saved
increase in website conversion
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