Case Study: Runtastic achieves 40% reduction in average handling time and automates 80% of cancellations & refunds with DigitalGenius

80% of Cancellations and Refunds Fully Resolved

Runtastic, a sports-tracking platform with 30 million registered users, was facing rapidly growing user registrations and high volumes of simple support queries. They needed a way to scale support while maintaining customer satisfaction and reducing average handling time, so they engaged DigitalGenius to automate common workflows such as cancellations and refunds.

DigitalGenius implemented automation for cancellations and refunds in English and German, processing data from Zendesk and Runtastic’s internal backend systems. The solution cut average handling time by 40%, fully resolved 80% of cancellations and refunds, and saved about 7 minutes per ticket, with strong agent uptake and noticeable deflection ahead of Runtastic’s busy period.

Runtastic

Philipp Hörtenhuber

Head of Customer Happiness