Services
How Club Natació Terrassa manages the service of 18,000 members with AI 24/7. Automation of care, reduction of operational burden and better partner experience with Microsoft Copilot.
Club Natació Terrassa
The Terrassa Swimming Club, with more than 18,000 members and more than 90 years of history, is a national and international sporting benchmark. Its strong bond with the community requires it to offer an agile, close and always available service.
The challenge
- High volume of daily queries, incidents and requests
- High response times at times of high demand
- Poorly structured processes with high manual dependence
- Difficulty maintaining consistent, personalized care
- Need to scale the service without increasing costs
The Solution
Together with COSMO CONSULT, the club implemented an intelligent virtual assistant based on Microsoft Copilot Studio and Power Platform, capable of automatically managing a large part of the interaction with members.
What does the solution include?
- Virtual assistant accessible from the club's website
- Automation of frequent queries (schedules, services, incidents, etc.)
- Automatic and structured registration of requests
- Integration with internal systems (ERP/CRM)
- 24/7 availability without dependence on the team
In addition, the project included the optimization of internal processes and an adoption plan for the team, ensuring an effective transition to the new model.
Success Story - Club Natació Terrassa
How Club Natació Terrassa manages the service of 18,000 members with AI 24/7
Results and impact
- Up to 90% reduction in member service burden thanks to AI automation
- Immediate 24/7 attention without expanding team
- Significantly reduced response times
- Automating most recurring queries
- Decreased equipment operating load
- Greater consistency and quality of responses
The result: a more agile, scalable and efficient service, capable of absorbing large volumes of interaction without increasing resources.
Keys to success
- Holistic approach: people, processes and technology
- Expert accompaniment from COSMO CONSULT
- Use of leading Microsoft technology (Copilot and Power Platform)
- Adaptation to the real context of the club
Future developments
Club Natació Terrassa continues to advance in its digital transformation with a clear objective:
- Anticipate partner needs
- Incorporate new automations and intelligent capabilities
- Continue to improve service experience and efficiency
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