How Healthdesk helped The Club re-open after the lockdown

68%

SMS response rate

16 hours

per week saved

24%

increase in website conversion

The Club

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

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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.

Call Deflection

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

Members loved getting updates from The Club throughout the lockdown and often responded with positive feedback
  • Scheduled Sends
  • Link Tracking

Call Deflection

Call Deflection reduced the admin support needed at the front desk and callers could get their questions answered via texting
  • Missed Call Follow-Up
  • Custom IVR

Keeping members updated and in the loop was key to attracting members back at reopening

As restrictions changed in California, The Club was able to easily communicate updates to members. As a result, member concerns were proactively managed, making The Club stand out from other gyms that weren’t as transparent. Overall, when fitness facilities in California reopened, The Club was able to accelerate re-joins because of the active conversations they had been nurturing throughout.
Schedule Campaign

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.

68%

SMS response rate

16

hours per week saved

24%

increase in website conversion

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