Pain point
Managing After-Hours Member Enquiries and Access Issues
Our client is a 24/7 gym operator with multiple locations, where member enquiries can come in at any time—especially during late nights and early mornings when staff are not on-site.
For this gym operator, their after-hours activity often came with:
- Missed or delayed responses to member enquiries
- Difficulty supporting access issues (e.g. entry, card errors)
- Staff fatigue from handling messages outside working hours
- Inconsistent handling of urgent vs non-urgent requests
To support the gym’s after-hours operations, Outpost handles incoming member enquiries across WhatsApp and phone.
Each message is reviewed using a simple framework developed with the client—so we can quickly identify the type of enquiry, whether it’s an access issue, general question, or something that needs escalation.
Common requests like entry problems, membership enquiries, or basic facility questions are handled directly, while more urgent issues are escalated to the on-call team when needed.
All interactions are logged and organised, giving the team a clear view of what came in overnight and what needs follow-up the next day.
After-hours support setup for our client's gym branches
After-support Hours:
Mon-Fri: 530pm to 11pm
Saturdays: 2pm to 11pm
Sundays: 9am to 11pm
Inclusive of Public Holidays
Calls + WhatsApp conversations handled in October 2025
Contact Centre managed by Isabelle, a nurse with 2 years experience working across different clinics.
Following implementation, the gym achieved:
- 95–100% after-hours member issue coverage across WhatsApp and phone
- First response times under 5 minutes on average
- 30–40% reduction in repeat access-related enquiries (e.g. entry and key card issues)
This reduced next-day backlog and minimised interruptions during staffed hours, allowing on-site teams to focus on member experience and facility operations.
At the same time, faster responses improved member satisfaction, while the structured support process ensured consistent handling of access issues, general enquiries, and incident reports.
“Honestly, this helped us a lot. Members can message anytime and still get a reply quite fast—even late at night. We’re seeing fewer repeated access issues, smoother handovers in the morning, and overall a better experience for our members. Really takes a lot of load off our team.”
“After-hours issues—especially access-related ones—used to carry over to the next day. Since using Outpost, member concerns are handled as they come in, and everything is properly logged. Overall, operations are more structured and easier for us to manage.”
