Case Study: Planet Fitness elevates customer experience with Sprinklr AI+

Planet Fitness pumps up the customer experience with Sprinklr AI+

Planet Fitness, one of the largest and fastest-growing fitness franchise brands in the U.S., needed a way to deliver a best-in-class customer experience across more than 2,400 locations while managing social care, brand reputation, and online listening at scale. The company had already been using Sprinklr since 2020, and later joined the beta for Sprinklr AI+ to help its social media care team improve response quality, speed, and insight generation.

Using Sprinklr AI+, Planet Fitness enabled its 38 social care representatives to tailor response length, wording, and tone across channels like Facebook, Instagram, X, TikTok, Yelp, Google Reviews, Trustpilot, and email, while also helping with social listening query building. The result was more personalized, consistent, and efficient customer interactions, with Sprinklr AI+ helping reduce the pressure on agents, streamline workflows, and improve the overall customer experience without sacrificing quality.

Planet Fitness

Kara Seymour

Reputation Manager