--- title: Customer Support Outsourcing for Fitness Retail Brands description: Scalable customer support for fitness retailers & subscription services. Reduce BPO churn, meet demand spikes, and improve CX with flexible outsourcing. image: https://info.workingsolutions.com/hubfs/PelotonCaseStudy_HubSpotFeaturedImage.jpg --- [![working\_solutions\_30th-02\_B2Brevision](https://info.workingsolutions.com/hubfs/working_solutions_30th-02_B2Brevision.svg "working_solutions_30th-02_B2Brevision")](https://workingsolutions.com) [![working\_solutions\_logotype](https://info.workingsolutions.com/hubfs/working_solutions_logotype.svg "working_solutions_logotype")](https://workingsolutions.com) Workout-Equipment Retailer Case Study # How an Exercise Tech Leader Scaled Customer Support to Achieve Growth & Agility ## The Challenge A global, exercise-equipment and media company was experiencing rapid growth, driven by increased demand for its interactive fitness products and subscription-based services. With more customers came a surge in inquiries, straining their customer-support infrastructure. The company faced several key challenges: - **Frequent business-process-outsourcing (BPO) turnover disrupted service continuity**, causing inconsistent customer experiences and operational inefficiencies. - **Problems managing seasonal demand spikes**, leading to understaffing during peak periods and delayed response times. - **The need for specialized agents** to support its Membership Line of Business (subscription services) while maintaining excellent customer service. To meet these challenges, the client sought a flexible, high-quality outsourcing partner capable of delivering [scalable, reliable customer-support solutions.](https://workingsolutions.com/why-outsource-your-contact-center/) ![Image1](https://info.workingsolutions.com/hs-fs/hubfs/Image1.jpg?width=1000&height=1200&name=Image1.jpg) ## The Solution After evaluating multiple contact center providers, the company selected **Working Solutions** for its:  - **Dynamic workforce scaling -** seamlessly increasing or decreasing agent capacity in real-time to meet fluctuating customer demands. - **Dedicated leadership team providing hands-on support**, ensuring rapid response to challenges and continuous service optimization. - **Proven track record** of meeting complex capacity and quality requirements with efficiency. The client particularly valued Working Solutions’ ability to onboard skilled agents quickly, despite the technical complexities involved in integrating with their systems.  ![2-1](https://info.workingsolutions.com/hs-fs/hubfs/2-1.jpg?width=1000&height=1200&name=2-1.jpg) ## The Results: Exceeding Expectations #### Rapid Onboarding & Deployment Working Solutions swiftly launched 50+ full-time equivalents (FTEs), ramping up as demand increased. While the initial onboarding process took slightly longer than anticipated due to system integrations, strong collaboration between teams ensured a smooth transition. #### High Engagement & Retention Unlike previous outsourcing partners, Working Solutions prioritized agent engagement and retention by: Maintaining strong communication and leadership check-ins; Organizing regular events to foster agent dedication; Offering a highly responsive support structure, ensuring any issues were quickly addressed. #### Scalability & Flexibility One of the biggest advantages of Working Solutions was its ability to flexibly scale operations in response to shifting business needs. This was particularly crucial during peak sales periods, when customer inquiries surged and service capacity needed to adjust in real time. Results: exceeding expectations, Working Solutions delivered measurable success, including: lower attrition rates compared to competing BPO providers; consistently meeting quality benchmarks, despite rapid scaling; higher agent engagement and retention, leading to improved customer satisfaction. By combining **scalability, flexibility and exceptional service**, Working Solutions helped this global exercise-equipment and media company elevate its customer support operations. As a result, the client was able to maintain **high-quality service while adapting to business growth and demand fluctuations**. ### Coverage, Pricing, and Deductible Changes With ever-evolving coverage options, we ensure your policyholders stay updated.   *Our team manages changes in coverage, pricing, and deductibles, guaranteeing your customers are always well-informed.* ### Premium Increase Management When premium increases raise concerns, our knowledgeable agents step in. We assist callers with enrollee changes, address updates, coverage adjustments, and billing alterations. *Our agents excel at implementing upselling and cross-selling strategies to retain customers even in the face of premium hikes.* The company recognized Working Solutions as a **key strategic partner**, praising the team’s dedication and responsiveness: > “Working Solutions are great partners, maintaining a close relationship, being highly involved, and even checking in during daily stand-ups. Their leadership team is proactive and always follows up.” ![Logomark\_SeaSerpent-01-2](https://info.workingsolutions.com/hs-fs/hubfs/Logomark_SeaSerpent-01-2.png?width=2360&height=2360&name=Logomark_SeaSerpent-01-2.png) ##### Working Solutions ## Discover the Difference ##### Site Links - [Remote Work Opportunities](https://jobs.workingsolutions.com/) - [Contact Us](https://workingsolutions.com/contact/) - [Public Resources](https://workingsolutions.com/resources/) - [Trust and Security](https://workingsolutions.com/solutions/trust-and-safety/) ##### Legal - [Accessibility](https://workingsolutions.com/accessibility-statement/) - [Privacy Policy](https://workingsolutions.com/privacy/) ##### Company - [About](https://workingsolutions.com/about-us/) - [Blog](https://workingsolutions.com/blog/) - [Corporate Careers](https://workingsolutions.com/careers/) - [Newsroom](https://workingsolutions.com/newsroom/) ##### Who We Are Working Solutions provides virtual contact center outsourcing that measurably improves customer experiences (CX). We deliver high-quality, all-encompassing solutions for your fluctuating sales and service needs. Our on-demand CX expertise enables you to better engage, empathize with and delight customers, wherever and whenever they interact with your brand. 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