International fitness franchise enhances customer relations with Zoho CRM's seamless integrations

The company

In 2008, Josh York sat in his parents' dining room with a laptop and a vision. As a fitness instructor, one of York's clients had mentioned that they wished York would train them at home. The only issue was that the client had no equipment set up in their home. Inspired, York saw a niche to be filled and soon founded GYMGUYZ.

GYMGUYZ is an international fitness franchise that brings the gym to clients' homes. Today, it's the largest in-home and onsite personal training company in the world. With 45 employees at HQ and over 500 system-wide, it services over 35 million households throughout 900 cities. Currently, GYMGUYZ operates in the United States, Canada, and the United Kingdom. The company is working towards expanding its business into Australia, New Zealand, India, and more.

The challenge

As its founder and CEO, York ran the company in its early stages by tracking crucial information on paper. But for the company to grow and scale rapidly, he understood that it needed systems and processes in place to create operational structures. York searched for a CRM tool to help the company manage its franchises.

The solution

While GYMGUYZ's search for a CRM system was rigorous, ultimately the choice was easy—as is usual with Zoho CRM. To implement the system, GYMGUYZ reached out to one of Zoho's renowned partners in the United States: ZBrains. York was heavily involved in the implementation process and explained the company's pain points. Together, they customized Zoho CRM to achieve GYMGUYZ's desired results.

The company's franchise sales team primarily use Zoho CRM to manage leads, which are automatically captured via a third-party webform and pushed into the CRM by seamlessly integrating the system with Zapier. They're then auto-assigned to the sales team in a round-robin fashion. To nurture and qualify these leads, GYMGUYZ employs the SMS-Magic integration with Zoho CRM.

Immediate lead engagement achieved through integration

Communication is key to building customer relationships, so it's vital for GYMGUYZ to contact leads as soon as they come into the system. Zoho CRM's integration with SMS-Magic enables exactly that. Once a lead comes in and is assigned to a sales executive, SMS-Magic automatically sends them an SMS thanking them for their interest in the brand and asking them about their availability for a brief phone call to discuss opportunities. This SMS is the first touchpoint the team has with the lead.

York is emphatic that this particular integration has been highly efficient in qualifying leads, as it promises a high response rate. These responses are also captured in Zoho CRM, making it easier for the sales team to keep track of things within a single system. Had the company opted for a standalone telephony system rather than an integrated one, the result would be a long, time-consuming process.

Meeting requirements regardless of positions or teams

As members of the sales team work in the field and away from their PCs, they find that the Zoho CRM mobile app is a vital tool for contacting accounts and staying updated.

As founder and CEO, York uses Zoho CRM to stay on top of things at the company. With Zoho CRM's reports and dashboards, York has a clear, high-level overview of franchise sales activities.

Benefits

Leveraging Zoho CRM has transformed the way GYMGUYZ manage their leads. With Zoho CRM, the team has been able to establish and define internal processes. This has further ensured that franchise sales function smoothly and that customers feel connected to and valued by the company.