.svg){kind=small}
Meet Absolute Pilates
Meet Cadence Physio & Pilates
Cadence means balance, rhythm, and flow — and for this Adelaide-based studio, that ethos guides everything from how classes are delivered to how clients are supported in their wellness journeys. Founded 10 years ago as a physiotherapy clinic, Cadence has since grown into a thriving, multi-location business that blends hands-on physio with precise, expert-led Pilates instruction.
“We wanted to create a space where people could live active, healthy lives without pain or dysfunction,” says co-founder Katie Joyce.
That vision expanded in 2017 with the launch of group reformer classes, building on the clinical foundation with a robust Pilates offering. Today, the two modalities work in tandem across four locations, offering clients a holistic and highly personalized experience.
The challenge
As Cadence grew, so did the complexity of day-to-day operations. With expansion underway at their busiest location and growth goals set for their newest, the team needed an efficient way to scale without compromising the client experience.
Coordinating communication across multiple sites made it tricky to stay on top of customer requests. The team was juggling emails, social media messages, and in-app inquiries while also handling tasks like class cancellations, membership freezes, and transfers.
And while the Cadence team prioritized service, the reality of running four locations meant they couldn’t be available around the clock. Messages that came in late at night or on weekends were often missed until the next day, delaying responses and creating stress for both staff and clients.
“We wanted to make it easier on our team and still give members the support they expect,” shares Katie. “The goal was to respond faster, stay more organized, and focus our energy on the things that actually move the business forward.”
The solution
With AI Inbox, Cadence found the streamlined support they’d been looking for. Instead of relying on staff to monitor and respond to messages across multiple platforms, AI Inbox now handles a significant portion of client communication, automatically resolving requests and keeping conversations centralized in one place.
Some of the biggest time-savers? Membership freezes and class cancellations.
“We used to have our members fill out a Google Form for freezes,” explains Katie. “Because it was a manual, human process, every now and then there could be a mistake or a delay if the request came in outside of working hours. Now, people just message the inbox and the AI handles it right away.”
The same goes for cancellations. If someone gets sick or has an emergency, AI Inbox steps in with an immediate response, cancelling the booking and freeing up the spot for someone else. That means less manual work for staff, a better experience for members, and maximized revenue opportunities.
The impact
With AI handling routine customer support, the Cadence team has gained back valuable time without compromising the quality of the member experience.
Ren, a key team member who manages the inbox daily, estimates she now saves about an hour each day. That time has been redirected toward high-impact work like planning Cadence’s 10-year anniversary celebration, deepening in-studio connections, and optimizing marketing sequences in Momence to support customer retention and growth.
Since its activation, AI Inbox has handled hundreds of member messages. It’s been especially impactful on weekends and evenings, when client inquiries used to pile up until the next business day.
“We get so many messages on Sundays when no one’s working,” Katie says. “Now, our members get a response right away. Even our older clients, who we thought might be hesitant, have found it easy to use and they’re loving the faster replies. It just feels like part of how things work now.”
