AI and automation in Sales Cloud help agents become 3x more productive and boost sales conversion 20%
Salesforce became the game-changer GymNation needed to overcome its scaling challenges. By consolidating fragmented systems into a single, integrated platform, Salesforce provided the visibility and tools required to streamline every aspect of the business.
With Salesforce, GymNation now has a clear sales funnel with end-to-end tracking of leads and conversions, ensuring accountability at every stage of the sales process. It also offers real-time insights into member data, enabling data-driven decisions to improve operations and customer experience. The solution’s Automated workflows eliminate manual tasks like importing data, reducing errors, and saving valuable time for the team.
Salesforce didn’t just solve GymNation’s immediate challenges — it became the foundation for sustainable growth and operational excellence. By empowering the team with cutting-edge tools, GymNation can focus on what matters most: delivering an affordable, world-class fitness experience to its growing community.
In 2024, GymNation took its use of Sales Cloud to an entirely new level. By bringing in a dedicated in-house development team, GymNation developed proprietary AI-powered agents, becoming the first in the fitness industry to implement voice AI for guiding leads through the sign-up process.
With AI now seamlessly supporting human agents, GymNation has achieved an average lead-to-contact time of under 15 seconds. AI-powered agents can make up to 2,000 calls per hour, freeing up human sales agents to focus on more strategic tasks. This innovation has tripled overall productivity while boosting sales conversion rates by over 20%. conversion rates by over 20%.
The customer service team responds to thousands of support cases every month within three hours with Service Cloud.
GymNation implemented Service Cloud to streamline the management of member requests, queries, and issues through automated workflows. For instance, Service Cloud automatically extracts data and enriches the member's profiles to ensure a 360 view of the member, when dealing with tickets and service-related enquiries.
With Salesforce Digital Engagement, service agents can now provide consistent support across WhatsApp and other digital channels, ensuring seamless communication. GymNation’s five strong service team handles thousands of cases every month, with an average response time of less than three hours, boosting both efficiency and member satisfaction.
Service Cloud also automates the distribution of CSAT surveys throughout the member journey — from the moment they join to every ticket resolution or cancellation. The survey results are fed into Tableau for real-time analysis, helping the team identify trends and improve service quality.
Additionally, AI-powered agents now integrate with Service Cloud, offering members enhanced self-service capabilities. From booking classes to creating personalised workout programs, AI ensures every member gets the support they need quickly and conveniently.
Marketing Cloud helps personalise and automate communication throughout the member lifecycle
Marketing Cloud significantly reduces the time required to send out marketing communications while ensuring campaigns are highly segmented and deeply personalised. From automated member onboarding journeys to warming up leads in the sales funnel, Marketing Cloud enables GymNation to deliver targeted, meaningful messages at every stage of the member lifecycle across email, SMS, WhatsApp, and push notifications on the GymNation app.
With this integrated marketing platform, GymNation can now centralise all its marketing activities, track performance in real time, and refine campaigns for maximum impact. This not only enhances member engagement but also drives higher conversion rates and long-term loyalty.
Data insights from Tableau empower GymNation to make smarter, real-time decisions.
Tableau seamlessly integrates with GymNation’s IT environment, from its Salesforce system and SQL databases to third-party software partners like Perfect Gym and EGYM. This integration provides 360-degree visibility into all key performance indicators (KPIs), enabling the management team to visualise data and make informed decisions in real time.
Looking ahead, GymNation plans to expand its use of Tableau analytics across more areas of the business. A dedicated property asset management section is currently in development to manage the company’s extensive property pipeline across the Middle East. Tableau will play a critical role in analysing potential locations and helping GymNation prioritise and select the best opportunities for future expansion.
