Case Study: eGym achieves 40% customer growth and 30% fewer service tickets with Solvemate

How eGym grew customer base by 40%, and cut service tickets by 30%

eGym, Germany’s leading maker of electronic gym equipment and connected apps, faced the challenge of scaling customer support as it expanded into new markets while integrating with its existing Salesforce ticketing system and providing help on both web and mobile. To meet this need, eGym partnered with Solvemate and deployed Solvemate’s AI-driven chatbot solution, which uses dynamic multiple-choice questions and machine learning to triage and resolve common requests.

Solvemate’s chatbot was launched on eGym’s German website and Android app (later expanded to English and additional channels) and either resolves issues instantly or creates a Salesforce ticket for human follow-up. The solution has handled 25,000+ requests, delivers answers in an average of 12 seconds, achieves a 93% non-escalation rate, and helped eGym reduce service tickets by 30% even as its customer base grew 40%, enabling eGym to remove phone and email support from public channels.

eGym

Patrick Waldhauer

Director of Operations