Automated CRM and service processes for the growing Fitpass network
At Fitpass, CONSENSO automated core processes for acquiring and supporting sports partners and for handling service enquiries. Odoo connects CRM, Helpdesk, email marketing and internal tasks — complemented by AI-supported ticket classification and an ongoing multi-company consolidation.
At a glance
Initial Situation
An important business process at Fitpass is acquiring new sports partners. Interested gyms, yoga studios and other providers are contacted, receive documentation and are supported through to a possible partnership.
This process involves several consecutive steps: capturing and qualifying a new lead, sending information material, following up after a defined period, answering questions, preparing a concrete offer and handing over to the responsible employees.
With a high number of contacts, there is a risk that follow-ups are forgotten or that it is not clear who is responsible for the next step.
A comparable challenge existed in customer service. Enquiries from private customers and sports partners partly arrived directly in personal Outlook mailboxes. There was therefore no central overview of which matters were open, already answered or not yet clearly assigned.
Fitpass also sends newsletters and promotions regularly to large recipient groups. Sales, customer service and marketing should therefore not be organised through separate, isolated tools and data sets.
As the company grew, a further requirement emerged: representing several companies and business areas in a shared Odoo structure.
Solution with Odoo
CONSENSO automated the process for acquiring and supporting new sports partners in Odoo CRM. When a new lead arrives, it is assigned to the responsible sales team. The intended initial information can be sent automatically. If there is no reaction within a defined period, Odoo triggers a first follow-up. If that too goes unanswered, further follow-up steps can be executed.
If the prospective partner responds, the record is moved automatically to the appropriate stage and assigned to the responsible employee for personal handling. Fitpass therefore combines standardised automation with targeted personal support.
A comparable structure was built for service enquiries in the Odoo Helpdesk. Incoming emails become centrally recorded and traceable tickets. Rather than staying in personal mailboxes, every enquiry gets a defined status, an owner and a traceable handling history.
An AI-supported classification implemented by CONSENSO analyses the subject and content of an enquiry and assigns the ticket to the appropriate helpdesk team. Within the teams, the distribution logic also takes current workload into account, so that enquiries are spread as evenly as possible across employees.
Internal, project- or department-specific tasks are structured through Odoo Project. Newsletters and promotions for customers and sports partners are prepared, segmented and sent with Odoo Email Marketing.
Result
- A structured process for acquiring new sports partners
- Automatic and traceable follow-up steps
- Fewer sales opportunities lost in day-to-day operations
- Clear ownership of leads and service enquiries
- A central overview of open and handled helpdesk tickets
- Faster initial triage of incoming enquiries
- Tickets assigned to the right team with AI support
- A more even distribution of service enquiries across employees
- A shared data foundation for sales, customer service and marketing
- Less dependence on personal email mailboxes
- Structured communication with large recipient groups
- A scalable foundation for further growth and additional companies
Project at a glance
- Industry
- Sport, fitness, wellness and digital platform services
- Project type
- Process automation and phased expansion of an Odoo platform
- Project status
- CRM, helpdesk and marketing processes live; multi-company expansion in progress
- Project scope
- Partner acquisition, customer service, email marketing, internal tasks and company consolidation
- Business model: A subscription platform for individuals and companies with a network of independent sports partners
- Highlights: Automated follow-up processes and AI-supported helpdesk triage
Competencies
- AI Ticket Classification
- Customer Service Management
- E-Mail-Marketing
- Odoo CRM
- Odoo Helpdesk
- Odoo Multi-Company
- Process Digitalization
- Sales Automation
- Workflow Automation
About the company
Fitpass gives private individuals subscription access to a Switzerland-wide network of sports, fitness, wellness and leisure facilities. The offering covers more than 600 sports partners and over 65 types of sport. Alongside private subscriptions, Fitpass works with companies that give their employees access to the sports offering. Sports providers can join the network as independent partners.
The business model therefore connects three key groups: private customers, companies and their employees, and gyms, yoga studios, leisure facilities and other sports partners.
Supporting this network generates numerous sales, partner and service contacts every day. Reliable follow-up and clear assignment of enquiries are therefore central to day-to-day operations.
Odoo apps used
In productive use: CRM · Helpdesk · Email Marketing · Project
Supporting apps: Contacts · Sales · Calendar · Activities and tasks
In progress or being expanded: Accounting · Multi-company · group-wide contact management
The final app list should be reconciled once more with the productive Odoo environment before publication.
Integrations and custom extensions
- Automated sending of initial information to new leads
- Time-triggered, multi-stage follow-up communication
- Automatic change of CRM stage when a reply arrives
- Assignment of leads to sales teams and responsible employees
- Central conversion of incoming service enquiries into helpdesk tickets
- AI-supported analysis of subject line and message content
- Automatic assignment to the appropriate helpdesk team
- Workload-based distribution of tickets within the teams
- Segmented email communication for customers and sports partners
- Internal project and task lists for various departments
- Preparation of a shared multi-company structure for several entities
Next development steps
Fitpass is developing from a single company into a corporate structure with several sports and service offerings. Together with CONSENSO, a multi-company structure is therefore being built in Odoo.
- Bringing several companies together in one Odoo environment
- Harmonisation of contact and master data
- Unambiguous assignment of contacts to the respective companies
- A shared representation of the accounting processes
- A cross-company view of the different business areas
- Simplified onboarding of further companies
- Further development of the existing CRM and helpdesk automations
Some of these capabilities are still in progress and are not presented as fully live.
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