SVENNISAIUrban Fitness: 93% less staff time on member questions, with a Claude assistant on the website
Members and visitors to the Urban Fitness website now get an immediate answer, at any hour, from a Claude assistant built by Svennis Cloud Solutions. In its first 23 days of real traffic, the assistant held 343 conversations. 288 of them ended without anyone from the team being needed, and 59% took place outside office hours.
Book a 30-minute call · with a Claude Certified Architect from our team.
Measured in production, approved by the client
“Most of the questions that came to reception are the same: opening hours, prices, memberships. Now the assistant answers them on its own, and only the cases that really need a person reach us, already prepared. The team's time on these questions has dropped by more than 90%.”
The challenge
A visitor who wants to join asks the same things at any hour: which club is closest, what its opening hours are, what a membership costs, how to sign up. A member wants to know what is happening with their membership or to ask for a refund.
- 01A network growing fastEvery new club brings the same questions, from new people, in another city. For a network that aims at 100 clubs in Romania, an answer cannot depend on how many people are at reception.
- 02Answers in several placesThe answers sat in several places: the website, the clubs' internal documents, Zoho CRM and upFit, the membership system.
- 03Evenings and weekendsEvery question reached reception or the office by phone, email or message, and in the evening and at weekends there was nobody to answer.
- 04All under GDPREvery conversation about a member also falls under GDPR.
What Svennis built
Svennis Cloud Solutions built a Claude assistant that sits on the Urban Fitness website and answers in Romanian or English, in the language it is written to.
- Knowledge baseIts answers come from a knowledge base built from the website and the clubs' documents: opening hours, prices, memberships, equipment, rules. The client updates it without retraining.
- Nearest clubThe assistant finds the nearest club from the visitor's location.
- Lead in Zoho CRMWhen a conversation needs people, the assistant does the preparation. An interested visitor becomes a lead in Zoho CRM, with the club and membership type they want.
- Ticket in Zoho DeskA member's problem becomes a ticket in Zoho Desk, already classified: refund, late refund, GDPR or general request. The team no longer starts from zero.
How personal data is protected
Personal data is protected by design.
- 01Explicit consentThe assistant asks for explicit consent before working with personal data.
- 02Identity verifiedIt verifies a member's identity with a code sent by email before showing anything personal.
- 03Data deletionIt has a data-deletion flow under Article 17 of the GDPR.
Everything runs on the client's own Anthropic account, with round-the-clock monitoring.
The results
Measured in production over 23 days of real traffic (22 September to 16 October 2026, excluding automated test days):
- 01343 conversationsWith real visitors and members, 3.6 messages each on average.
- 02288 ended without the team (84%)The assistant answered from the knowledge base and the clubs' data.
- 03204 outside office hours (59%)Office hours are Monday to Friday, 9:00 to 18:00. 87 were at weekends and 57 between 22:00 and 7:00. At those hours, nobody used to answer.
- 0423 leads in Zoho CRMIncluding 4 requests for a new membership, with the club and membership type already filled in.
- 0536 tickets in Zoho DeskAll created successfully, already classified, with the member identified.
- 0686 GDPR consentsGiven explicitly in the conversation.
93% less staff time on these questions.
Had the same 343 questions reached reception or the office, the team would have needed about 41 hours over the 23 days. With the assistant, the team handles only the 55 conversations that reached it, already prepared: about 3 hours.
Where the difference comes from, for one question
| Step | Before | Now, answered by the assistant | Now, handed to the team |
|---|---|---|---|
| Read or hear the question and understand the request | 0.5 to 1 min | 0 | 0.5 to 1 min |
| Identify the member and check the membership | 1 to 3 min | 0 | on the ticket |
| Look up opening hours, price or club information | 1 to 2 min | 0 | on the ticket |
| Answer or resolve the request | 2 to 4 min | 0 | 1.5 to 3 min |
| Total | 4.5 to 10 min | 0 | 2 to 4 min |
Step durations are estimated on the reception workflow, not timed. The calculation assumes the same questions would otherwise have reached the team by phone, email or message, and leaves out work outside the answer itself, such as actually processing a refund.
The two companies in this story
About Urban Fitness
Urban Fitness (M-Ventures SRL) is a chain of fitness clubs in Romania. It has 16 clubs open in 9 cities and more than 20 in preparation by the end of 2026, on the way to a national network of 100 clubs.
About Svennis
Svennis Cloud Solutions is a Select Partner in the Claude Partner Network, Anthropic's programme for the firms that put Claude into production for customers. It designs and delivers business systems on Claude, from design to production and support.
For Urban Fitness, Svennis built the Claude assistant on the website and its links to Zoho CRM and Zoho Desk.
Last reviewed 17 October 2026
Pick a time. Bring the process that hurts most.
Thirty minutes with a Claude Certified Architect from our team, who builds the AI agents. Bring your own process: you learn whether it is worth automating and what it costs, from the published price list.
Prefer to call? +44 7588 772736 · Not ready to talk? See it on your business first.
- 1Time
- 2Details
- 3Booked