Across 12 locations, class booking was a mess of different tools and front-desk calls, and members regularly showed up to full classes or missed the ones they wanted. Friction at the point of booking is exactly where motivation leaks away.
Worse, nobody was watching the early-warning signs of churn. A member whose attendance quietly dropped from four times a week to once got no nudge, no check-in, until they cancelled, and by then it was too late.
Churn sat above the industry average, and the chain was spending on acquisition to refill a leaky bucket.
The solution
A booking-and-motivation agent now removes friction and actively defends retention:
Frictionless class booking, the Booking Agent handles class reservations over WhatsApp and confirms against real class capacity, so members stop showing up to full rooms.
Attendance-aware nudges, the Motivation Coach Agent watches attendance patterns and sends encouragement via WhatsApp and push notification when a member starts slipping, intervening before they churn.
Goal-based suggestions, using member goals held in the Knowledge Base, the agent suggests the right classes, keeping the experience personal across all 12 locations.
Proactive retention via Follow-ups, scheduled check-ins re-engage members whose activity drops, turning a silent slide into a conversation.
Escalation for at-risk members, when signals show real churn risk, Labels & Statuses flag the member so a human can step in personally.
Booking friction disappeared and churn fell back below the industry average, because the chain finally noticed slipping members in time to act.
What was deployed
Agents used
Booking AgentMotivation Coach Agent
Channels connected
WhatsAppPush notification
"An AI that knows when you've skipped a week and gently asks how you're doing, that's retention."
Marketing Manager Vlad Petrov
Marketing
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