Industry
Active Leisure
Challenge
The Active Reality team needed a way to pick up enquiries throughout the week to secure every booking they could, but the core team are always out on site or running sessions.
Results
With SalesAPE, they now serve every enquiry instantly with intelligent responses, to start off all their bookings and as a result they've grown the business from 1 site to 12 with a very slim central team.
Key Product
Ai Sales Rep License, Multi Channel Package
For the past 14 months, we've been utilizing SalesAPE Ai, and it's made a remarkable difference in our customer service journey. Thanks to its efficiency, our customer service team now has more bandwidth to focus on other aspects of the member journey without compromising on quality. I couldn’t recommend them highly enough. The best thing we have done by far
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About Active Reality
Pioneering in VR technology, Active Reality has leapfrogged into the future of real world active leisure experiences. Think fitness classes 'played' by the active youths and adults of today.
Under the surface, they are are a tight margin experience based business so need to operate with a passionate and small team to make it work and be able to grow. Given these constraints, they've been extremely successful, launching to many cities across the UK in just a couple of years.
The Challenge
In consumer experience businesses, sales is tightly interlinked with great customer service. Speed, quality and consistency of every interaction is key for all new enquiries.
With large group bookings on the line they can't afford to make customers weight, they need every interaction from the very beginning to be excel way above the typical experience you get in the leisure sector.
Providing a contact support team trained to be top sales Reps is hard and costly and impossible to schedule 24 7 to match consumer interest hours. Hiring a team to do this on top of the court team who is already busy on site operating the sessions and serving the customers is impossible and completely out of budget.
They needed an automated solution that would treat people like real people and none of the bought solutions in the past would work.
The Solution
Paul and the team provided not just their website, but loads of historical conversations they've had with customers as training material for the AI rep to read and within weeks it was answering questions and routing enquiries either to process self-serve bookings once they have the information they needed, or straight through to a member of staff when required.
"We've been particularly impressed with the onboarding process and the ongoing support provided by the team. They've been readily available and responsive whenever we've needed assistance learning how to train Ai."
The Results
Without needing to hand any additional inquiry handling team, Paul has scaled the support of one locations enquiries up to now 12+ locations and growing, allowing them to focus on the in-person experience that the company is so proud of.
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Not only is it saving them time while they're at work, it's also picking up, engaging and driving forward requests in bookings out of hours while the team is asleep.
With such a massive vision for how they plan to grow the company, we're excited to be partnering with Active Reality and look forward to the developments we will see together in their business in the future.
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