Case Study: iFit achieves faster remote repairs and higher customer satisfaction with SightCall

iFit Health and Fitness Boosts Remote Repairs with Video Support

iFit Health and Fitness, maker of brands like NordicTrack and ProForm, needed a better way to help customers troubleshoot and repair in-home fitness equipment. To improve the customer experience and reduce long phone calls, iFit partnered with SightCall, using a visual support solution integrated with Salesforce and its customer service management system.

SightCall helped iFit agents see issues in real time, send links by text or email, and save photos and videos directly to the CRM. As a result, 80–90% of repair calls are now resolved remotely, first-time fix rates improved, and up to 4,000 hours per week were saved; iFit also reduced incorrect parts orders and scaled its support team more efficiently.

iFit

Emily Forero

Operations Manager and Data Analyst