Case Study: solidcore saves $569K a year automating support with Intercom's Fin
Key results
The challenge
solidcore, a coach-led fitness brand with over 160 studios, delivered support across phone, email, chat, and social, producing an inconsistent experience as volume grew to tens of thousands of conversations a month. Studio staff were pulled away from coaching to field admin questions, and clients often waited more than a day for basic answers.
The solution
solidcore deployed Intercom's Fin AI Agent as its digital frontline across chat, email, and phone, using Fin Voice and Procedures to handle actions such as freezing accounts, upgrading memberships, and applying studio-specific pricing logic via an integration with its Mindbody business-management system.
“Using Fin is a premium experience. When customers come to the website, they can ask certain questions, get the information back immediately, or escalate to a human if they need to.”
SMShane McCarthyChief Digital Officer, solidcore
The results, in context
solidcore reported $569,000 in annual savings and more than 12,000 hours saved annually. Fin fully resolves nearly 50% of targeted workflow conversations and 23% of inbound calls, with 80% Fin CSAT and 93% human CSAT, and first response time reduced by over a day in some channels.