GROWTH
Elevating Member Engagement with OMAP® Concierge Agent
Members who used the Concierge Agent joined at more than double the rate.
About the Client
Club16 Trevor Linden Fitness and She’s FIT! are premium fitness clubs serving members across British Columbia with a focus on high-quality facilities, personalized service, and a brand experience that reflects a premium standard. As digital engagement with prospective and existing members grew across web and online channels, the team needed a way to extend that premium standard to every digital touchpoint — without adding operational overhead.
The Challenge
Members and prospects were reaching out around the clock with questions across a wide range of topics, and handling that volume manually was creating friction.
Common questions included membership plans, pricing, and VIP or corporate tier options; group fitness classes, personal training, and scheduling; premium amenities including saunas, pools, hydro massage, tanning, and locker room access; cancellation procedures, membership holds, and payment updates; and discounts, promotional codes, Price for Life offers, and referral rewards.
Handling these requests manually created several challenges:
- Operational strain: Staff attention was pulled away from the floor to answer repetitive digital inquiries instead of focusing on in-club member experience.
- Inconsistent responses: Without a structured digital layer, the quality of information a member received depended entirely on who answered and when.
- Lost intelligence: Member questions, asked at scale, contain valuable signals about what is working and where friction exists. Without a way to capture and analyze them, those insights were lost.
The Solution
To address these challenges, Club16 Trevor Linden Fitness and She’s FIT! deployed the Concierge Agent, an AI-powered digital engagement assistant within OMAP® (Outcomes Micro Agents Platform).
The Concierge Agent functions as a 24/7 digital concierge, designed to automatically engage with website visitors and members across digital channels with brand-consistent, on-demand responses. The solution was built to instantly answer high-volume questions about memberships, amenities, and pricing, guide prospects through plan tiers including VIP, corporate, and student options, provide accurate information on premium amenities, class schedules, and club policies, assist members with login issues, payment updates, and membership holds, and capture and analyze structured conversation data to inform retention and experience strategy.
This implementation extended premium digital service beyond traditional business hours while enabling automated, scalable member engagement.
Technical Implementation:
The solution was implemented using OMAP®, which deploys specialized AI agents designed for specific operational outcomes. The Concierge Agent uses natural language processing to understand member questions, automate responses across digital channels, and analyze conversation data to generate operational insights.
Benefits
- 24/7 instant responses for members and prospects
- Reduced workload for front desk and member services staff
- Faster, more consistent answers to common inquiries
- Data-driven insight into member needs, sentiment, and engagement patterns
Results and Outcomes
- 7,437 conversations handled
- 22,286 messages processed
- 53.25% single-exchange resolution rate
- 371.85 staff hours saved
- $9,296 operational value generated
7,437
Conversations Handled
371.85 hrs
Operational Time Saved
$9,296
Operational Value Generated