Automating 65% of calls with AI giving staff hours back to focus on in-person members

A Facility That Never Slept

Prefer this case study as PDF? Premier Sportsplex: Automating 65% of customer inquiries with AI

Running a multi-sport facility sounds exciting, but behind the scenes, it often means nonstop phone calls, endless emails, and staff scrambling to keep up. At Premier Sportsplex and its sister brands — Premier West, Next Level Texas, Apex Center, and Ultimate Cheer Lubbock — that was daily life.

Parents called with last-minute questions about basketball leagues. Families wanted to know the pricing for memberships. Others needed to cancel or change reservations. Phones rang during practices, coaches paused mid-session to answer, and front desk staff spent more time juggling calls than welcoming families in person.

Hiring more full-time staff wasn’t realistic, but leaving calls unanswered wasn’t an option either.

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Brandon Hughes, General Manager at Premier Sportsplex, summed it up:

“We can’t hire a full-time staff to handle emails and calls. Replify responds to customers 24/7, allowing us to focus on a great in-person sports experience.”

Bringing in an AI Teammate

That’s where Replify came in. Acting like an always-on receptionist, HeyLibby was deployed across phone, text, chat, and email. Setup took days, not weeks, and almost immediately the pressure on staff dropped.

Replif handled routine questions instantly — hours, pricing, rentals, program info — and escalated only the calls that truly required a human touch, like cancellations or complex membership issues. The system even routed calls correctly across Premier’s different facilities, reducing mix-ups and wasted time.

For the first time, families could get answers at 10 p.m. on a Saturday just as quickly as at 10 a.m. on a weekday.

The Results: 65% of Calls Fully Automated with Re AI 

Within months, Replify was fully automating 65% of incoming calls. That’s the equivalent of adding another full-time receptionist without the payroll.

The data showed:

• Memberships and cancellations made up most of the calls that still needed staff, giving management a clear view of where to improve processes.
  
• Routine inquiries — pricing, hours, and general facility information — were resolved almost entirely by Replify.
  
• Automation scaled steadily month over month. By April 2025, nearly 50 inquiries a month were handled entirely by AI without a staff member ever lifting the phone.

Ready to see results like this yourself? 

Schedule a personalized AI demo with Replify.

A Clear Before and After AI Sales and AI Receptionist

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Before Replify AI Sales and AI Customer Service:

• Parents sat on hold during peak hours.
  
• Coaches were pulled away from practice to answer the phone.
  
• Families waited until business hours for responses.
  
• Staff were frustrated, stretched, and reactive.
  
  

After Replify:

• Calls answered instantly, day or night.
  
• Staff free to focus on coaching and customer service.
  
• Clear visibility into what kinds of calls still required escalation.
  
• Families impressed by fast, consistent responses.
  
  

Why It Matters

For Premier Sportsplex, Replify isn’t just answering phones. It’s giving back staff hours, improving customer satisfaction, and ensuring families get quick responses across every brand.

The business case is simple: automation equals efficiency. By automating 65% of calls, Premier Sportsplex turned a customer service bottleneck into a competitive advantage all without adding headcount.

Ready to see results like this yourself? 

Schedule a personalized AI demo with Replify.

See more Replify AI Sales Case Studies

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