At HireBOB.ai, we’re proud to work with forward-thinking organisations who are reshaping the way they serve their customers. One of our latest success stories comes from LED Community Leisure, a community-focused leisure operator who manage 13 facilities across Devon.
We sat down with Stephanie Bund, Membership & Customer Experience Manager for LED Community Leisure, to hear how their new AI employees, Charlie (Sales Agent) and Alex (Service Agent), are transforming customer interactions.
When new CEO Olly Swayne joined, LED Community Leisure last year, he quickly identified that customer-facing processes were overly complicated. Staff were juggling multiple systems, logging in and out of different platforms, and struggling to respond to sales and service queries quickly and consistently.
The Customer Engagement team acted as a central call centre, fielding enquiries across all sites. But with so many different facilities and constantly changing information, it was a challenge to keep knowledge up to date and deliver fast, accurate responses.
As Stephanie explained, “With the best will in the world, it was very difficult for the team to know every detail of every site. Updating knowledge logs and making sure everyone had the latest information was a very time-consuming process.”
To solve these challenges, LED Community Leisure partnered with HireBOB.ai to introduce two AI employees, Charlie the Sales Agent and Alex the Service Agent.
These digital employees were introduced to support the existing team and handle a significant volume of sales and service contacts, providing instant, accurate responses 24/7 across multiple channels including the website, the app, email and WhatsApp.
Customers would no longer have to wait for office hours to get a response with Charlie and Alex responding within seconds.
Stephanie described the impact “Being able to provide an instant personalised response to our customers has been a complete game changer, it has completely elevated our sales and service levels.”
One of the standout improvements has been automated follow-ups. A few days after an enquiry, customers now receive a friendly message checking whether they got what they needed, whether that’s joining online, attending a class, or finding the right facility. These follow-ups, delivered via the customer’s preferred channel, have significantly boosted sales conversions and improved service outcomes.
For the central Customer Engagement team, this has been a significant support. Previously, staff had to make repeated follow-up calls, which often felt intrusive to customers and was time-intensive. Now, AI handles this seamlessly, freeing staff to focus on meaningful, relationship-building conversations instead that support retention and behaviour change.
Since introducing HireBOB.ai’s digital employees, LED Community Leisure has seen:
Stephanie summarised the partnership: “The team from HireBOB have been fantastic. We have built such a positive relationship with them, and have been able to pinpoint so many areas that they have added value to our business. It is a true partnership.”
“We are just about to restart our mystery shopper programme. Knowing that quick response times were always an issue, we are very excited to see this KPI transformed from a weakness to a strength.”
By integrating AI employees into their operations, LED Community Leisure has taken a significant step forward in customer service and sales excellence. With Charlie and Alex supporting the team, they’ve not only simplified processes but also elevated the overall customer experience, proving that the future of leisure operations lies in smart collaboration between people and AI.
.png)
Membership & Customer Experience Manager for LED
