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Freshworks > Case Studies > Fitness Passport Streamlines Operations and Reduces Queries with Freshworks

Fitness Passport Streamlines Operations and Reduces Queries with Freshworks

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Applicable Industries
  • Healthcare & Hospitals
Applicable Functions
  • Facility Management
  • Human Resources
Use Cases
  • Time Sensitive Networking
About The Customer

Fitness Passport is a corporate health and fitness program based in Australia. The organization is committed to helping its members maintain their fitness regimes by making gyms more affordable and adding variety into their routines. Fitness Passport works with large eligible businesses to give employees access to a wide range of local health and fitness facilities. The organization's mission is to keep its members motivated and on top of their fitness regime. To achieve this, Fitness Passport works with businesses, fitness facilities, and the members themselves. The organization is constantly looking for ways to improve its services and deliver great experiences for its members.

The Challenge

Fitness Passport, a corporate health and fitness program in Australia, was facing several challenges in its operations. The organization was struggling with inaccurate data and reporting, which hindered their ability to make critical business decisions. The lack of insights was a significant issue as it prevented them from understanding what was working for their members and what wasn't. Additionally, there was a lack of cross-team collaboration, which was affecting their efficiency and productivity. The organization was also dealing with a high volume of routine queries, which was taking up a significant amount of their resources. The legacy Salesforce solution they were using was not providing the reliability and capabilities they needed.

The Solution

Fitness Passport turned to Freshdesk for a solution to their challenges. Freshdesk offered powerful capabilities and established trust with the Fitness Passport team. The advanced analytics, reporting, and dashboards provided by Freshdesk gave Fitness Passport invaluable insights into their operations. It allowed them to assess resourcing requirements, forecast workloads, plan staffing requirements, and measure member satisfaction. They were also able to identify areas of dissatisfaction and common pain points among members. To reduce the volume of routine queries, Fitness Passport implemented a self-service approach. They loaded their Freshdesk Customer Portal with FAQs and implemented Freddy, an AI-powered chatbot, to provide immediate and easy self-service. They also used Freshconnect to improve cross-team collaboration, allowing agents to discuss customer queries in real-time right within a ticket.

Operational Impact

  • The implementation of Freshdesk has brought about significant operational improvements for Fitness Passport. The advanced analytics and reporting capabilities have enabled the organization to make informed business decisions. The self-service options, including the AI-powered chatbot, have not only reduced the volume of routine queries but also improved member satisfaction. The ability to collaborate within a ticket has saved valuable time for agents and improved their efficiency. The organization is now able to deliver better service experiences for its members. Moving forward, Fitness Passport plans to explore the CSAT functionality of Freshdesk to better understand and meet member expectations. They are also in the process of implementing Freshsales to engage members effectively at every step of their journey.

Quantitative Benefit

  • 30% reduction in customer inquiries due to the implementation of self-service options

  • High accuracy in forecasting staffing requirements 12 months down the line

  • Significant time savings for agents due to the ability to collaborate within a ticket

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