CASE STUDIES · CUSTOMER STORIES
What changes when ChatLine answers the phone.
Studio owners from Munich, Zurich and Dortmund talk about what their days looked like before – and what runs differently today. In their own words.
- Studios interviewed
- 3
- Countries: Germany & Switzerland
- 2
- Minutes of interviews
- 17
All interviews are in German. Quotes translated and lightly condensed.
- “Our phone is no longer the main thing.”Sabine, Pilatesbee
- “It was like getting a little piece of freedom back.”Faye, Faye Studio
- “You can just let it ring, relaxed.”Pilates Zentrum Dortmund
- “From one day to the next, I had no more phone calls.”Faye, Faye Studio
- “ChatLine has truly convinced me.”Sabine, Pilatesbee
- “An improvement to our own workflows.”Pilates Zentrum Dortmund
Case study 01 · Pilatesbee · Munich
“Our phone is no longer the main thing.”
Three locations, 35 trainers, plenty of management: at Pilatesbee in Munich, calls often fell behind everything else. Today every request lands in the inbox – and the team calls back deliberately.
Sabine, owner · 3:49Interview chapters
Tap to start the video at this point.
- Studio
- Pilatesbee
- Locations
- 3 in Munich
- Team
- 35 trainers
- Interview
- Sabine, owner · 3:49 min.
Before
One employee looked after the phone – on top of plenty of other work. Not every call could be answered right away, and many requests followed by WhatsApp or email.
With ChatLine
ChatLine recognises right away where callers want to go. Every request lands in the inbox as “ChatLine, new request”, the team calls back directly – and customers notice the shorter response time.
Good to know: Feedback from participants: “Your AI is really efficient, it always takes you straight to where you want to go.”
I was always a bit sceptical about all these AI things. Now I have to say: I’m truly convinced.
Case study 02 · Faye Studio · Zurich
“It was like getting a little piece of freedom back.”
Faye runs two Pilates studios near Zurich on her own – and has three children. Before, she was constantly on the phone, often for information that is also on the website. Since ChatLine answers around the clock, she decides when to call back.
Faye, owner · 6:01Interview chapters
Tap to start the video at this point.
- Studio
- Faye Studio
- Locations
- Zurich-Affoltern & Regensdorf
- Offering
- Reformer & mat Pilates, yoga, teacher training
- Interview
- Faye, owner · 6:01 min.
Before
All calls were forwarded to her private phone – without showing who was calling. So she picked up, weekends included, mostly for consultations and standard information.
With ChatLine
From one day to the next, no more calls: ChatLine answers around the clock. After every call Faye gets a message and chooses what matters and whom to call back.
Good to know: Her studios are in Switzerland: the AI speaks standard German – and still understands Swiss German.
You can’t lose anything, you can only win – because it takes so much work off your plate in busy studio life.
Case study 03 · Pilates Zentrum Dortmund · Dortmund
“You can just let it ring, relaxed.”
Open from 8 am to 9 pm – but reception isn’t staffed all day. At Pilates Zentrum Dortmund, “Josef” now answers the phone while the team stays with customers in the studio.
The studio in conversation · 7:23Interview chapters
Tap to start the video at this point.
- Studio
- Pilates Zentrum Dortmund
- Open
- 8 am to 9 pm
- Scope
- Classes & cancellations, as “Josef”
- Interview
- The studio in conversation · 7:23 min.
Before
Outside reception hours, the answering machine took calls. Staff had to call back later – and check weekend cancellations for Monday themselves.
With ChatLine
“Josef” answers and resolves the request. Staff stay in the conversation with customers instead of rushing to the phone, and nobody has to check weekend calls anymore.
Good to know: The AI is called “Josef” there – after Joseph Pilates, the founder of the method. Many customers find that funny and charming.
We went through our whole range of services again. In the end, that was also an improvement to our own workflows.
WHAT ALL THREE SHARE
Three studios. The same three changes.
No call gets lost
After every call, a message with the request arrives. Pilatesbee and Faye Studio call back deliberately – even when nobody left a voicemail.
Pilatesbee · Faye Studio
Reachable when nobody is at reception
Faye lets ChatLine answer around the clock. In Dortmund, “Josef” takes over outside reception hours and handles weekend cancellations.
Faye Studio · Pilates Zentrum Dortmund
The team stays with the person in front of them
Instead of rushing to the phone, staff stay in the conversation with customers. As Sabine puts it, the phone is “no longer the main thing”.
Pilatesbee · Pilates Zentrum Dortmund
YOUR STUDIO
What could this look like in your studio?
Let’s discuss your requests, reception hours and existing studio software. Further customer references are available on request.