Client – FITNESS SF | Industry – Fitness | Location – USA

Enhancing Gym Member Engagement and Conversion with FitGenAI


20 hours

Monthly Time Savings

Resource Reallocation

Focus on member satisfaction

Higher Conversion Rates

Better personalized engagement


About the Client

FITNESS SF, a premier gym chain with eight clubs across San Francisco, is renowned for its state-of-the-art facilities and comprehensive fitness programs. Catering to a tech-savvy demographic in the heart of Silicon Valley, their unwavering commitment to innovation and excellence ensures an unparalleled fitness experience for every member.


FITNESS SF staff frequently dealt with calls and emails concerning general inquiries, which diverted their attention from more critical tasks. Common questions included:

  • Membership options
  • Cancellation policies
  • Free pass availability
  • Personal training availability
  • Guest access
  • Fitness goals consultation
  • Pricing details

Delivering an exceptional web experience was crucial, as nearly one-third of their online prospects joined without ever visiting the gym in person.

What We Did

  • Data Analysis: Conducted a comprehensive analysis of FITNESS SF ‘s existing engagement processes to identify areas for improvement.
  • Customized GenAI Solution: Designed and implemented the Member Concierge GenAI Chatbot, named Cardi-O. This chatbot was pre-trained to align with FITNESS SF ‘s specific requirements and embody the brand’s voice.


FITNESS SF integrated Cardi-O, powered by DXFactor’s generative AI, to revolutionize their online presence by:

  • Enabling personalized conversations with prospects online, guiding them to suitable membership types, and discussing additional services like personal training.
  • Comparing value propositions directly with competitors to increase the closing percentage of online sales.
  • Scheduling gym tours and personal training sessions, and sending reminders to ensure new members visit the gym, aiming to transform online sign-ups into active members.

Benefits & Outcomes:

  • Enhanced Efficiency: Significant reduction in the time spent on general membership inquiries, saving roughly 20 hours each month.
  • Resource Allocation: The efficiency boost allows FitnessSF to allocate more resources to member satisfaction and operational improvements.
  • Improved Engagement: Personalized interactions lead to better engagement and higher conversion rates.

Since integrating FitGenAI, we’ve seen a significant reduction in the time spent on general membership inquiries, saving roughly 20 hours each month. This efficiency boost allows us to allocate more resources to member experience and operational improvements.

– Troy MacFarland, Director of Marketing, FITNESS SF

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