Client Overview

NPE is a leading business coaching company supporting over 250 gym owners and fitness professionals. Their clients rely on streamlined systems to manage operations, marketing, and client engagement effectively.

The Challenge

With a rapidly growing user base of gym owners and fitness professionals, NPE faced several challenges:

• Scalable User Support: Providing consistent, high-quality support to 250+ gym owners with varying technical needs.

• Efficient Onboarding: Ensuring new users could quickly understand and utilize the system to grow their businesses.

• Continuous Improvement: Adapting and improving the system regularly to meet evolving client needs.

The Business Catalyst Solution

The Business Catalyst partnered with NPE to deliver a comprehensive solution that addressed these challenges:

• Bespoke, Scalable System Design & Build: We designed and built a bespoke system rooted in our foundational system build principles, ensuring scalability and adaptability as NPE’s client base grew.

• AI Chatbot & Live Support Integration: To manage ongoing support needs, we implemented an AI chatbot for instant responses and a live ticketing system ensuring responses within one working day. This hybrid support model allowed for scalable yet personalized service.

• User Onboarding: We created and managed an effective onboarding process, enabling gym owners and fitness professionals to integrate the system seamlessly into their operations.

• Monthly System Iteration & Releases: Through monthly collaboration with NPE, we continuously refined and enhanced the system, delivering new features and improvements through regular system releases to adapt to user feedback and evolving business requirements.

Results

• Improved User Experience: NPE’s clients experienced smoother onboarding and faster support resolutions, leading to higher user satisfaction.

• Operational Efficiency: Automation reduced manual workloads, allowing NPE to focus on business growth and strategy.

• Scalable Support: The AI chatbot and ticketing system effectively handled increasing support demands without sacrificing quality.

• Continuous System Enhancement: Regular system updates and monthly releases ensured the platform remained aligned with client needs and industry trends.

Conclusion

By partnering with The Business Catalyst, NPE successfully scaled its support operations, improved client satisfaction, and continuously evolved its system to meet the dynamic needs of fitness professionals. Our strategic automation and dedicated support have empowered NPE to focus on delivering impactful business coaching while ensuring their clients thrive.