Case Study: Life Fitness achieves higher CSAT and streamlined global B2B support with Zendesk

Life Fitness shapes and powers its B2B customer experience with Zendesk

Life Fitness, a global maker of commercial and consumer exercise equipment serving customers in 166 countries, needed to deliver fast, consistent B2B support across a complex, decades‑old product portfolio and an expanding, multi‑region organization. The company was hampered by a Java‑based email system that didn’t integrate with its ERP, offered poor reporting and conversational visibility, and led to duplicate responses and frustrated customers.

To standardize and centralize support, Life Fitness rolled out Zendesk Support (pilot in AMER March 2018, full rollout September 2018), added Zendesk Explore for analytics and CSAT surveys, and deployed Zendesk Chat in August 2019. The platform improved cross‑functional collaboration and conversation continuity, integrated with their phone system, and enabled real‑time chat—results include CSAT rising from 85% to over 90% and an initial week of chat delivering 200 sessions with a 92.5% satisfaction score.

Life Fitness

Allyson Olsen

Director of Customer Care and Support