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Meet Studio OAX
Meet ATX Pilates
Built with intention and a strong commitment to the customer experience, ATX Pilates focuses on helping clients build strength, move with purpose, and feel confident in their bodies. Founded by Erica Hogan, the Austin-based studio blends the depth of classical technique with contemporary movement, thoughtfully taught in small, supportive classes across two locations.
For ATX Pilates, creating a high-touch, welcoming experience isn’t just a nice-to-have—it’s essential to success. Every interaction plays an important role in turning interest into long term membership.
Before switching to Momence, ATX Pilates had experimented with other platforms but struggled to find a solution that could support both their growth and the level of client experience they wanted to deliver. Limitations in automation and backend workflows made it difficult for a small leadership team to scale without adding operational strain.
The challenge
As ATX Pilates expanded to its second location, the volume of client communication increased. New inquiries and day-to-day support requests were coming in constantly.
“We found that we were always in the inbox answering the same questions over and over again,” recalls Studio Manager Anissa Charles. “Clients were looking for details about what classes to take, our cancellation policies, or which location to go to.”
But responding quickly wasn’t always easy. As a lean leadership team, Erica and Anissa have a lot to manage. That meant messages were often being answered between classes, late at night, or whenever there was a spare moment. By the end of each day, messages would pile up, creating a backlog that often took hours to work through.
And for a relationship-driven business, every message matters, especially when someone is considering booking their first class. Delayed replies risked losing momentum at the exact point interest was highest.
“Clients are going to keep coming back based on how they feel their experience is,” Erica explains. “That includes how they’re communicated with before they even enter the studio and after they leave.”
“We knew communication was important, but so much of our energy was being spent on answering those messages and managing smaller follow-up tasks that we weren’t able to focus on the big picture,” Anissa adds.
Even when focused on higher-impact tasks, incoming messages required immediate attention, pulling Erica and Anissa out of strategic work and into reactive, repetitive conversations.
The solution
To stay responsive without adding more manual work, ATX Pilates activated Momence’s AI Support Agent, an always-on solution designed to respond to client messages instantly and handle routine actions automatically.
“The biggest thing was knowing messages were being answered right away,” shares Erica. “Our goal was to answer every message within 24 hours, which felt impossible to handle manually.”
Instead of replying between classes or late at night, Support Agent now steps in the moment a message comes through. Beyond just answering questions, it handles key operational workflows, from booking and rescheduling to cancellations, waitlist management, and membership updates, reducing the need for human intervention.
“We’ve gone in and fine-tuned our settings to ensure the AI knows exactly how to respond and which actions to take,” Anissa explains. “I’m completely confident that it can handle those routine questions and the next steps, like booking based on availability or actioning a cancellation. In terms of trust, I’d give it a 9.5 out of 10.”
Rather than replacing the personal experience ATX Pilates is known for, Support Agent enhances it. Erica and Anissa can monitor conversations, jump in when needed, and trust that routine communication is being handled consistently, even during busy teaching blocks or after hours.
It also brings consistency to the business. By standardizing responses and enforcing policies, AI Support Agent helped eliminate gray areas, ensuring every client receives clear, accurate information without relying on manual judgment calls.
“The AI has even started to learn my tone and adds in those little personal touches that make it feel human and aligned with the ATX Pilates brand,” adds Erica.
The impact
By layering AI Support Agent into its daily operations, ATX Pilates transformed the way it handles client communication.
“It saves us so much time,” says Erica. “There’s no more going back and forth or trying to remember what I said to someone, it’s just handled. I don’t even have to think about it.”
“Previously, I would have a backlog after my teaching day to go in and respond afterwards or handle related tasks like rescheduling or coordinating private bookings,” adds Anissa. “Now, I’m saving about five hours a day where I can focus more on strategic work.”
That time savings has unlocked new opportunities for the business. Instead of being stuck in the inbox, the team can now invest in higher-impact initiatives, from expanding their teacher training program to strengthening marketing efforts and improving client retention strategies.
Faster response times and consistent follow-up have also improved conversion, helping turn first-time visitors, including ClassPass users, into long-term members. Instead of delayed replies or missed follow-ups, prospective and current clients now receive accurate responses at the exact moment they’re ready to book.
“It’s so great at responding to our community,” Erica shares. “Because those conversations are handled smoothly and consistently, they feel supported from the start. That confidence is huge and directly translates into revenue.”
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