Smart Chatbot Improves Communication at Basic-Fit

Basic-Fit, Europe's leading and fastest-growing fitness operator, faced the challenge of efficiently addressing repetitive inquiries from its club employees. With over 1400 clubs across Europe, 3.8 million members, and 8,000+ employees, the company needed a solution to streamline internal communications and reduce the burden on its customer service team. New employees often seek clarification from customer service on member inquiries, leading to a high volume of repetitive requests.

To tackle this challenge, Basic-Fit integrated a smart chatbot within its employee app, Orange Connect, developed by Speakap. This chatbot, powered by Seamly.ai, provides club employees with quick and easy access to an up-to-date knowledge database. By integrating the chatbot directly into the employee app, Basic-Fit ensured accessibility and convenience for its workforce, aligning with their preferred platform for accessing resources and tools.

The integration of the smart chatbot has yielded significant results for Basic-Fit. Since its launch, the company has experienced a noticeable decrease in customer service inquiries, with a recognition rate of 70%. This has led to improved productivity, as employees can now quickly find answers to common questions without relying on customer service. Moreover, the chatbot has enhanced the member experience by providing immediate answers and resolving inquiries efficiently. Looking ahead, Basic-Fit plans to further enhance the chatbot's recognition rate and expand its knowledge base using GenAI, facilitating scalability across different regions.

The implementation of Speakap’s Orange Connect with the integrated chatbot has transformed Basic-Fit's internal communications and customer service operations. By empowering employees with readily available information, the company has reduced the workload on its customer service team, improved member satisfaction, and increased overall efficiency. This innovative approach has enabled Basic-Fit to continue its rapid growth while maintaining a high level of service quality. Sec Ching Yong from Basic-Fit noted that integrating the chatbot into Orange Connect was a perfect choice because employees were already comfortable using the app, enabling them to find information quickly and easily within a familiar environment.

Value Results:

• Reduced Customer Service Cases: Significant decrease in both email and phone inquiries to customer service.

• Improved Member Experience: Faster resolution of common inquiries and reduced wait times for members.

• Increased Efficiency: Staff freed up to focus on more complex issues, improving overall operational efficiency.

• Enhanced Employee Empowerment: Employees have immediate access to information, enabling them to better assist members.