Project Overview
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Client: H'Pilates
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Industry: Pilates & Wellness
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Services Delivered by Click Star:
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SEO-Friendly Website Design
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Comprehensive SEO Strategy
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Google Ads & Facebook Ads
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CRM Development
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AI Automation (Chatbot & Automated Workflows)
H'Pilates is a premium Pilates studio chain with multiple locations across Ho Chi Minh City. As the business expanded, it required a comprehensive solution that could not only drive customer growth but also optimize operations and enhance the overall customer experience.
Click Star partnered with H'Pilates to build an integrated growth ecosystem, combining Marketing, CRM, and AI Automation to address operational challenges and improve customer care processes.
Business Challenges
Before implementing the new system, H'Pilates faced several challenges in both marketing and operations:
- The business lacked a professional website capable of attracting and converting customers from Google Search.
- Customer acquisition relied heavily on social media channels.
- Customer data was fragmented and not centrally managed.
- Marketing performance could not be measured consistently across channels.
- Operations were largely manual, with each studio requiring a dedicated staff member to handle inquiries and bookings.
- Despite high staffing costs, approximately 30% of after-hours messages were still missed.
- Booking, rescheduling, and cancellation processes had not been automated.
H'Pilates needed a solution that could simultaneously increase customer acquisition, reduce operational costs, and improve service quality.
Solutions Implemented by Click Star
SEO-Friendly Website Design
Click Star developed a new website featuring a modern design, optimized user experience, and SEO best practices from the ground up.
The website serves as a primary conversion channel, enabling prospective customers to easily explore services, request consultations, and book trial sessions.
Comprehensive SEO Strategy
The Click Star team designed and executed a comprehensive SEO strategy focused on Pilates, wellness, and fitness-related keywords.
A robust content ecosystem was developed to expand brand visibility, attract qualified organic traffic, and generate sustainable long-term growth.
Google Ads & Facebook Ads Campaigns
Click Star implemented a multi-channel advertising funnel designed to target the right audiences in specific geographic areas.
Campaigns were continuously optimized based on real-time performance data, helping increase lead volume while improving cost efficiency.
CRM System Development
A centralized CRM system was deployed to manage all student and prospect data.
The CRM enables H'Pilates to track customer journeys, manage appointments, segment leads, and improve customer care before, during, and after enrollment.
AI Automation for Operational Excellence
To address the challenges of managing multiple studio locations, Click Star implemented an AI Automation system powered by the in-house Click Star automation platform and AI Agents.
- Automated workflows receive and process incoming messages from Facebook Messenger and Zalo OA via webhooks.
- Claude AI Agent analyzes customer intent, including pricing inquiries, booking requests, cancellations, and trainer changes.
- Integration with Google Calendar allows the system to automatically check availability and schedule appointments in real time.
- The system automatically escalates complaints and complex inquiries to human staff when necessary.
- Automated reminder messages are sent via Zalo 2 hours before each session, reducing missed appointments.
The system operates 24/7, ensuring rapid responses and eliminating missed customer inquiries.
Results Achieved
After 12 months of implementation, H'Pilates achieved remarkable results:
- Organic traffic increased by 286%.
- More than 600 keywords ranked on Google.
- SEO-generated leads increased by 243%.
- Cost per Lead (CPL) decreased by 38%.
- Conversion rates increased by 57%.
- 95% of customer messages were answered within 30 seconds, including between midnight and 6:00 AM.
- The company reduced its customer service team by 4 employees, saving approximately VND 60 million per month.
- Missed customer messages dropped from 30% to nearly zero.
- Customer satisfaction (NPS) increased by 25 points.
- Class attendance rates improved significantly thanks to automated appointment reminders.
