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Gym Franchise – Front Desk Automation
Client Profile
A 5-location regional gym brand with 3,500+ active members and a small front desk team responsible for handling all member communication.
Front desk overwhelmed by repetitive inquiries:
“What time is yoga today?”
“How do I freeze my membership?”
“Can I bring a guest?”
Staff manually updated class schedules and responded to emails one at a time.
No existing chatbot, automation, or centralized help desk.
Initial Pain Points:
80%+ of inquiries fell into 6 core categories.
All locations used the same CRM and class scheduling tool, which had webhook/API access.
Social media DMs were also being handled manually.
AIMS Discovery Insights:
Deploy a low-cost AI chatbot (e.g. Tidio, Intercom, or Botpress) on the website to handle top questions using a pre-trained knowledge base.
Integrate the chatbot with their CRM to allow for dynamic schedule updates.
Route unhandled questions to a shared email inbox for personal follow-up.
AI Opportunities Identified in Report:
Train the bot to respond to common member service questions using templated language and logic rules.
12-page Solution Finder Report
Example conversation trees
List of 3 tools with cost comparisons
Deliverables:
Integration architecture overview
Staffing recommendation: 1 person to manage escalations
Reduce front desk email volume by 60–70%
Save ~25 staff hours/week across locations
Improve member response time from 6 hours to <1 hour
Estimated Impact:
Annual cost savings of ~$35,000 when accounting for labor and retention gains
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