Arena Sports Handles 60% of Inquiries Automatically with Replify

Executive Summary

Arena Sports, a multi-location recreational sports provider in Seattle, was overwhelmed by high call and email volume, rising labor costs, and the growing demands of in-person and virtual service. They partnered with Replify to automate customer inquiries across all channels, both inbound and outbound.

Within days, Arena Sports rolled out Replify’s AI receptionist at all five locations. The result: 60% of incoming inquiries handled automatically, 24/7 response even outside of business hours, a 15% reduction in labor costs, and a 10X return on investment. Arena Sports improved operational efficiency, customer satisfaction, and freed staff to focus on in-person service.

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About Arena Sports

Arena Sports operates five large recreational sports facilities in the Seattle area, serving thousands of families and athletes. Their facilities offer a range of year-round leagues, classes, camps, and events. As a regional leader, Arena Sports must deliver fast, reliable customer service across multiple channels, balancing the needs of on-site guests with hundreds of daily virtual inquiries.



Learn more about Arena Sports at www.arenasports.net

AI Background: The Challenge of Customer Service & Sales at Recreation Facilities

Arena Sports, a premier provider of recreational sports facilities with five large locations in the Seattle area, faced growing operational challenges as customer inquiries increased. Customers were reaching out via email and phone 24/7, including outside of business hours, which led to delayed responses and a poor customer experience. The situation was exacerbated by several key challenges:

• High Call and Email Volume: With inquiries arriving at all hours, the on-site staff struggled to respond quickly, especially when locations were closed. This created a frustrating experience for customers looking for immediate answers.
• In-Person vs. Virtual Demands: Staff at each location were responsible for handling both in-person customer service and incoming calls/emails. Juggling these tasks made it difficult to prioritize on-site customers without neglecting inquiries.
• Misrouted Calls: Many customers mistakenly called the wrong location, leading to unnecessary delays and confusion.
• Repetitive Questions: A significant portion of incoming inquiries involved routine questions—such as hours of operation, pricing, and program details—which diverted staff attention away from sales and more complex tasks.
• Outbound Calling Challenges: Arena Sports also faced difficulties managing outbound calls to customers, particularly for programs where sign-up deadlines were fast approaching. These calls were delegated to staff, but the process was hard to manage and often not completed consistently, resulting in missed opportunities and inefficiencies.
• Increasing Labor Costs: With labor expenses rising, Arena Sports needed a solution that would allow them to provide exceptional customer service while managing costs efficiently.

Solution: AI inbound and AI outbound communications (Phone, text, email, and website chat) 

Arena Sports turned to Replify, an AI receptionist service that provides immediate, automated responses to customer inquiries across multiple channels, including chat, text, phone, and email. The Replify team worked closely with Arena Sports to set up the solution quickly and effectively:

• Rapid Implementation: Replify’s team collaborated with Arena Sports to configure the AI receptionist system to address the most common inquiries and workflows. The initial setup was completed in a matter of days.
• Early Testing: Arena Sports conducted early tests at select locations, and the results were overwhelmingly positive. Customers received faster responses, and staff reported significant reductions in time spent handling routine inquiries.
• Full Rollout: After the successful pilot, Replify was rolled out to all five Arena Sports locations. The system was integrated to handle inquiries across all major communication channels—chat, text, phone, and email—ensuring a seamless customer experience.
• Outbound Calling Success: In addition to handling incoming inquiries, Replify’s outbound calling service enabled Arena Sports to contact hundreds of customers in just minutes. This capability was particularly valuable for reaching out to customers about program sign-up deadlines, ensuring timely communication. The process was consistent, efficient, and delivered strong results, helping Arena Sports maximize program participation without overburdening staff.

Results: AI Sales & AI Customer Service Leads to 10X ROI and 60% automation rate

By leveraging Replify’s AI receptionist, Arena Sports achieved measurable improvements in operational efficiency, customer experience, and cost savings.

Automated 60% of Incoming Inquiries: Replify successfully handled approximately 60% of incoming customer inquiries automatically. Routine questions—such as location hours, program availability, and pricing—were answered instantly, 24/7, regardless of whether locations were open or closed. Replify was also able to handle more complex queries, such as recommending specific programs to parents based on their child's age and interests, and then providing direct links to sign up, simplifying the process and enhancing customer satisfaction.

Improved Follow-Ups for Complex Needs: For the 40% of inquiries requiring human intervention, Replify streamlined the process by logging all customer conversations into a centralized database (Google Sheets). This allowed Arena Sports staff to follow up quickly and efficiently, ensuring no customer inquiry was missed.

Accurate Call Routing: The AI receptionist ensured that customers were directed to the correct location or representative when human intervention was necessary, eliminating misrouted calls and improving customer satisfaction.

Data & Insights: Replify provided Arena Sports with valuable data by categorizing and analyzing customer inquiries. This allowed the company to identify areas for improvement on their website and in their overall communication strategy, reducing the frequency of repetitive questions. For example, in October, Replify provided an analysis of categories for which Replify wasn’t able to provide answers. This enabled the Arena Sports team to update the receptionist (and their website)with specific information to reduce follow ups.

AI Sales & AI Service Conclusion

By partnering with Replify, Arena Sports has transformed how they handle customer inquiries, achieving a faster, more reliable, and cost-effective solution. Replify’s AI receptionist has not only improved customer satisfaction but also enabled the company to focus on growth and operational excellence. Arena Sports now has a scalable solution to meet customer needs 24/7 while managing labor costs effectively.

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