AI at every touchpoint: How [solidcore] scaled personalized support across channels

[solidcore] is a high-intensity, coach-led fitness brand known for its personalized, in-studio experience.

For [solidcore], making every client feel cared for doesn’t end when class does. They aim to ensure every interaction with the brand feels deeply personal, whether a client is one-on-one with a coach or reaching out to customer support.

But with over 160 studios and plans to open 30-40 more each year, they faced a scaling challenge: how could they deliver high-touch, personalized support to a rapidly growing client base without compromising on brand experience?

This led [solidcore] to make a decisive move and redesign support from the ground up, with Fin, Intercom’s AI Agent, at the core of their operations. Now, Fin acts as [solidcore]’s digital frontline, performing actions across chat, email, and phone, like freezing accounts, upgrading plans, handling studio-specific pricing logic, and even supporting sales, all while respecting the nuance that makes the client’s experience feel personal.

[solidcore] is a fast-scaling fitness brand with 160 studios across the United States, known for its premium, hands-on experience. But as the brand expanded, that same high-touch expectation put growing strain on their support team.

With clients reaching out through multiple, fragmented channels, including phone, email, social, and even directly to studios, support volume was growing to tens of thousands of conversations a month. “We weren’t providing the level of service our clients expect from a premium fitness brand,” Shane shares. “Clients might reach out to us through phone, email, chat or through social and get a slightly different experience each time. It was inefficient for us and frustrating for them.”

To try and handle the volume, studio staff were pulled away from coaching to field admin questions. But still, messages piled up, calls came in after hours, and clients often waited more than a day for basic answers. “If a client wanted to upgrade their membership at 10pm on a Sunday, they had to wait,” says Shane. “That friction didn’t match our brand promise.”

Delivering the quality their clients expected meant making a hard choice: scale the team dramatically, or rethink the system entirely. “If we kept growing with our old setup, we’d have to hire hundreds more people,” Shane says. “That just wasn’t feasible. We needed a unified system that could scale with us, deliver a consistent experience, and take some of the pressure off our studio teams.”

That led to [solidcore] making the strategic decision to implement Fin.

At first, there was some hesitation about introducing AI into such a personal, coach-led business where service is rooted in connection. The team was concerned about how naturally Fin would integrate with their brand and what the experience would be like interacting with it for both their clients and internal teams.

To protect quality and build confidence, the rollout was deliberately cautious. Fin launched in phases – first on email, then on phone, then chat. Every time they launched a new channel, the team rigorously tested Fin with internal oversight, fallback flows, and clear escalation policies. “We weren’t just flipping a switch and hoping for the best,” Shane says. “We had humans monitoring every interaction at first, and only pulling back when we saw that Fin was getting it right.”

Trust came from seeing how Fin handled moments that really matter. In one standout example, a client accidentally left their water bottle behind at a [solidcore] studio. Using Fin, they were able to quickly make contact, escalate the issue, and have it resolved. “Seeing Fin solve real issues like that quickly and with care gave us real confidence,” Shane says.

One of the biggest tests was bringing Fin to studio phone lines. It began as a quiet pilot after hours and in a few locations to see how well it could handle real-time voice conversations. “Once we saw the CSAT scores and feedback, we were really excited to expand it across all studios,” Shane says.

That success opened the door to more complex automation. By partnering with Intercom’s Professional Services team, the [solidcore] team mapped high-impact workflows to ensure Fin could handle more personalized queries, like membership changes that required checking live data, calculating pricing tiers, and pushing updates into [solidcore]’s systems. “What used to require multiple back-and-forths with an agent now happens instantly,” Shane explains. “And Fin helped make that technically possible.”

Fin is now [solidcore]’s digital frontline, active across phone, chat, and email. It’s also already supporting sales by guiding prospective members to the right information and helping them complete bookings. “Using Fin is a premium experience. When customers come to the website, they can ask certain questions, get the information back immediately, or escalate to a human if they need to,” Shane states.

That premium experience is reflected in the results:

• Nearly 50% of targeted workflow conversations are fully resolved by Fin via an integration with their business management system, Mindbody. Fin completes action-based requests, like freezing accounts, upgrading memberships, applying tiered pricing logic, and even handling more sensitive workflows, like region-specific contract terminations.
• 23% of inbound calls are now fully resolved by Fin. Clients get real-time support over the phone without sacrificing tone, speed, or trust. “It gave our teams time back – and our clients got the answers they needed right away,” Shane says. Across their studio network, the team has plans to roll out Fin on the phone to all 40+ locations.
• $569,000 in annual savings, with automation continuing to expand.
• >12,000 hours saved annually. Time that used to go into manual tasks is now spent on strategic, high-impact work.
• 80% Fin CSAT and 93% human CSAT. “The best signal is silence. No complaints. Just a better experience – and a faster one,” shares Shane.
• First Response Time reduced by over a day in some channels. Clients now get the help they need faster across every channel.
• Support is now streamlined across the entire team. “Studio staff are no longer pulled into support tasks – and our support team is excited too,” Shane says. “They finally have time to focus on real client moments, not answering questions about where to park in Santa Monica.”

Fin has become a trusted operational layer for the [solidcore] team, helping them grow without losing the personal touch that defines their brand.

“Partnering with Intercom was key to getting to this point,” Shane shares. “For us, Intercom isn’t just a platform. It’s a strategic partner helping us solve business problems. Weekly working sessions, roadmap planning, real-time troubleshooting – Intercom was there for all of it. They helped fix ticketing bugs, build custom automations, and even decode API logic for the Mindbody integration. And they did it fast.”

[solidcore]’s long-term vision is to orchestrate the entire customer journey. “The goal is to have every customer conversation flow through Fin first. Not to avoid support agents, but to empower them,” says Shane. That includes not just resolving support queries, but handling revenue-driving and retention-critical moments as well.

[solidcore] is already working to make this vision a reality by building Fin-led flows for high-impact moments, like addressing membership cancellations with dynamic retention prompts and proactive NPS follow-ups based on the client’s behavior. Sales and lifecycle conversations will also run through Fin, deeply integrated with Mindbody to deliver real-time accuracy and personalization.

“We'd like to get to a place where Fin is involved from the first conversation with a new client, all the way through to supporting that same loyal member five years later,” Shane says. “With Fin, we've built a personal, high-touch experience at scale. And we’re just getting started.”