Automating 74% of customer calls across 50 locations with Replify

Executive Summary

Seattle Sun Tan and Desert Sun, leading salon chains with over 50 locations, faced persistent challenges with high call volumes and repetitive customer questions. By deploying Replify’s AI-powered automation, they achieved a 74% automation rate for business inquiries, including 85.5% of calls about hours and 61.9% of treatment questions. 

This enabled instant, round-the-clock answers for customers and freed staff from thousands of repetitive calls, resulting in higher customer satisfaction, improved staff morale, and greater operational efficiency. As a result, Replify has become an essential tool for multi-location businesses seeking to optimize service, reduce costs, and stay competitive in today’s demanding wellness market.

Ready to see results like this?
👉 Book a personalized Replify Demo

About Seattle Sun Tan and Desert Sun

Seattle Sun Tan and Desert Sun are two of the Pacific Northwest’s leading tanning salon brands, together operating over 60 locations across Washington state. Both are part of SST Group, LLC, one of the largest regional operators in the industry. The salons offer a full range of UV and spray tanning services, serving thousands of members each month with a focus on convenience, professional service, and wellness.

With high customer demand and a commitment to exceptional service, Seattle Sun Tan and Desert Sun continually invest in technology and operational efficiency to enhance the guest experience and support growth across their network.

Introduction: Using AI to Automate Phones, Emails, Text and Chat at a Multi-location Business

Seattle Sun Tan and Desert Sun faced unmanageable call volumes, rising labor costs, and after-hours service gaps across 50 salons. This case study details how Replify’s AI customer service automation now handles 74% of business inquiries—specifically, 85.5% of hours questions and 61.9% of treatment questions—without staff intervention, resulting in measurable improvements to customer satisfaction and operational efficiency.

The Challenge: Managing Customer Inquiries Across 50 Locations

Seattle Sun Tan and Desert Sun operate more than 60 locations in the Pacific Northwest, making them among the largest tanning salon groups in the region. High customer volumes, especially during holidays and peak periods, led to:

• Repetitive questions about hours, appointment booking, and services
  
• Persistent after-hours calls and messages
  
• In-person staff forced to handle phones, reducing service quality
  
• Operational stress and growing labor costs
  
  

In a competitive sector, where a prompt response directly impacts retention and loyalty, these challenges had a disproportionately large effect on customer experience and business outcomes.

How Replify’s AI Customer Service Automation Works

To address these challenges, SST Group implemented Replify’s AI customer service automation platform across all brands. HeyLibby was configured to:

• Automate responses to routine inquiries 24/7, including during holidays and after closing
  
• Assist with appointment scheduling, service questions, and basic location information
  
• Instantly answer up to 85.5% of hours questions, 61.9% of treatment questions, and 74.4% of all business inquiries (defined as hours and treatment questions), allowing staff to focus on high-value in-person interactions.
  

AI Customer Service Automation in Action: Operational Results

With Replify in place, Seattle Sun Tan and Desert Sun achieved the following outcomes:

• 85.5% of hours inquiries and 61.9% of treatment questions fully automated: Replify resolved more than seven in ten business information requests—including operating hours and treatment details—end-to-end by AI, with no human handoff.
  
• 74.4% of business inquiries (hours and treatment questions) automated overall: Staff were freed from the majority of repetitive, high-volume calls, redirecting attention to in-person service and value-add activities.
  
• Consistent service outside business hours: Customers received instant responses at night, on weekends, and on holidays—improving convenience and driving satisfaction.
  
• Reduced staff burnout: Staff were able to redirect their attention to in-person guests, leading to improved morale and retention.
  

Trend Watch: Why Prompt Customer Service Matters in Tanning & Wellness 

The global spray tanning market is projected to grow at a CAGR of 5.5% from 2024 to 2031, making operational efficiency and customer experience essential for chains seeking competitive advantage. Studies show that quick, reliable responses improve satisfaction and repeat visits. As multi-location fitness and wellness businesses face rising wage pressures and increased customer expectations, automating routine customer engagement is rapidly becoming a requirement.

AI Takeaway for Multi-Location Businesses 

For multi-location operators in the fitness, wellness, and personal services sectors, AI-driven automation is a business advantage that delivers a measurable impact on revenue, costs, and customer satisfaction.

Revenue Growth

By automating high-volume business inquiries, salons and wellness brands capture more leads, reduce missed bookings, and respond instantly to new customer requests. Consistent, always-available service means fewer lost opportunities and higher conversion rates, especially during evenings, weekends, and holidays when customers expect immediate answers.

Cost and Time Savings

Automating 74% of business inquiries (such as hours, appointments, and treatment questions) can save thousands of staff hours annually. Frontline teams spend less time on repetitive phone calls and more time providing exceptional in-person experiences. Reduced call volume means operators can optimize scheduling, lower overtime, and avoid unnecessary hiring—even as customer demand grows.

Happier Customers and Staff

Fast, accurate answers increase customer satisfaction, boost retention, and generate positive reviews. Staff benefit from reduced burnout and greater job satisfaction, as they focus on complex or high-value interactions rather than fielding the same questions all day. The result: stronger loyalty and better NPS, with measurable gains in both online and offline reputation.

Real-World Results

Seattle Sun Tan and Desert Sun automated over 74% of their business inquiries, freeing their staff from thousands of repetitive calls and elevating service quality for more than 60 locations. The investment paid off with higher booking rates, fewer missed calls, and improved morale—all without additional payroll or technology overhead.

Your Turn

Multi-location businesses using Replify’’s AI automation report rapid improvements in operational efficiency and customer experience, often in just weeks. To see how AI-driven customer engagement can drive your revenue and cost savings goals, book a personalized demo or create your own Replify’ AI agent in minutes.

Book a Replify’ Demo

Ready to see results like this?
👉 Book a personalized Replify’ Demo

About Replify AI

Replify AI is the modern digital team member trusted by multi-location health, wellness, and fitness operators to handle inbound and outbound calls, emails, texts, and chats—24/7. Built for scale, HeyLibby automates 74% of business inquiries (including 85.5% of calls about hours and 61.9% of treatment questions), freeing your staff for high-value, in-person service.

With Replify, businesses can:

• Instantly answer routine questions about hours, locations, and services.
  
  
• Facilitate appointment scheduling and outbound follow-ups with no wait.
  
  
• Seamlessly escalate complex requests to live staff, so no opportunity is missed.
  
  

Provide a white-label AI solution fully integrated with your CRM, BPO, or member management platform.