Case Study

How Team Strong Used IDX CRM to Respond to, Organize, and Convert New Leads

About the Client

Team Strong is a fitness and functional training community based in Medellín, Colombia, helping people improve their physical performance and overall well-being through structured training, professional coaching, and ongoing support.

Its approach goes beyond exercise, combining strength, endurance, speed, agility, and flexibility with a strong sense of community. Team Strong creates an inclusive environment where members of different ages and fitness levels can train, progress toward personal goals, and stay motivated with the support of coaches and fellow members.

The Challenge

Before implementing the CRM, Team Strong generated new leads primarily through referrals, social media, and printed advertising materials such as flyers.

Lead communication and follow-up were handled manually, creating several challenges:

  • Delayed responses

  • Unanswered messages

  • Disorganized contact information

  • Inconsistent follow-up

  • Limited visibility into each prospect’s status

  • Missed opportunities

  • Too much staff time spent answering repetitive questions and coordinating classes

Team Strong also did not have a website to support its digital presence. Prospects could discover the brand through Instagram, but they had no additional place to learn about the business, explore its services, or confirm its credibility.

The Digital Foundation Built by IDX

IDX created a connected system that combined a new website, CRM automation, artificial intelligence, and a structured lead follow-up process.

Website Development

A new website was developed within the CRM platform to:

  • Strengthen Team Strong’s digital presence

  • Build trust with new prospects

  • Present the brand and its services professionally

  • Improve market positioning

  • Provide an additional point of contact

  • Send website inquiries directly into the CRM

The website also included a WhatsApp chat connected to the automated bot, allowing visitors to start a conversation and receive immediate assistance directly from the site.

Rather than operating as a separate digital asset, the website became an extension of Team Strong’s lead generation and customer service system.

AI Agent Implementation

As part of the connected CRM system, IDX implemented an AI agent to help Team Strong manage conversations, answer common questions, provide information, and guide prospects toward the next step without requiring constant manual intervention from the team.

The AI agent was integrated across Instagram, WhatsApp, Facebook, and the website, allowing Team Strong to maintain faster and more consistent communication across multiple channels.

In just over four months, the AI agent has:

  • Handled approximately 2,000 conversations

  • Reached approximately 1,600 contacts

  • Generated more than 10,500 AI messages

  • Booked 423 appointments

  • Completed more than 4,100 automated actions

  • Processed approximately 2,400 knowledge base queries

  • Maintained an average response time of approximately 3.8 seconds

Instagram has been the primary channel for AI-assisted conversations, with approximately 1,400 conversations, followed by 461 through WhatsApp and 137 through Facebook.

These results reflect the AI agent’s role as an operational support system: responding quickly, handling repetitive inquiries, providing consistent information, and helping prospects move toward booking while reducing the amount of manual interaction required from the Team Strong staff.

Instagram Campaign Lead Integration

After more than four months of operating with its website, CRM, and AI agent, Team Strong launched an Instagram promotion offering two free trial classes. With the digital foundation already in place, IDX connected the campaign-generated leads to the existing system and created an automated process to respond, qualify, schedule, and follow up with each new prospect.

Instagram Lead Automation

IDX configured an automated workflow that begins when someone comments a specific keyword on an Instagram post or advertisement:

Instagram comment → Lead enters the CRM → Automated response → Information collection → Location and schedule selection → Class booking → Confirmation → Pipeline follow-up

The bot was integrated with Instagram direct messages and WhatsApp.

When a new lead entered the system, the bot welcomed the prospect and asked:

“Would you like to schedule your two free trial classes, or would you prefer to learn about our plans and pricing first?”

Based on the prospect’s response, the bot could:

  • Collect personal and contact information

  • Identify the preferred training location

  • Ask the prospect’s age

  • Record previous injuries or relevant health considerations

  • Provide available class times

  • Schedule the trial classes

  • Send booking confirmations

  • Answer frequently asked questions

When a prospect did not respond to the initial message, the system automatically sent a follow-up 15 minutes later.

The team also received an internal notification, and each contact was segmented according to the location selected.

A Pipeline for Managing Every Stage

Each lead was automatically organized within a pipeline containing the following stages:

1. Lead received

2. First class scheduled

3. First class attended

4. Second class scheduled

5. Second class attended

6. New member enrolled

This process gave Team Strong clear visibility into every prospect’s journey. The team could quickly identify who had scheduled a class, who had attended, and who still required follow-up.

Results from the First 30 Days

During the first month, the system delivered the following results:

502 Leads Received and Contacted

All 502 leads generated by the Instagram campaign entered the CRM and received an automated response.

This ensured that every prospect was contacted immediately, without depending on a staff member being available to monitor Instagram messages.

251 First Trial Classes Scheduled

Of the 502 leads received, 251 scheduled their first free trial class.

This represented approximately 50% of all leads captured during the period analyzed.

76 First-Class Attendances

Of the 251 prospects who scheduled their first class, 76 attended.

The CRM made it possible to clearly distinguish between scheduled classes and completed visits.

135 Second Trial Classes Scheduled

As the follow-up process continued, 135 prospects scheduled their second free trial class.

11 Second-Class Attendances

Of the prospects who scheduled a second class, 11 attended within the period analyzed.

12 New Members

During the first 30 days, 12 prospects became new Team Strong members.

Enrollment could occur at different stages of the journey, so new members did not necessarily need to complete both trial classes before deciding to join.

Immediate Response and Follow-Up

Every new lead received an automated response as soon as they entered the CRM.

When a prospect did not reply, the system made a second contact attempt 15 minutes later.

This helped prevent the interest generated by the campaign from going cold while the team was teaching classes, creating content, or managing other responsibilities.

The Impact on the Team

Before the CRM was implemented, the team had to manually review and respond to Instagram messages, collect prospect information, share available class times, and coordinate bookings.

Today, much of that process happens automatically.

The system allows Team Strong to:

  • Respond immediately to every new lead

  • Manage inquiries from Instagram, WhatsApp, and the website

  • Schedule trial classes without manual intervention

  • Collect relevant information before each prospect’s visit

  • Identify each prospect’s preferred location

  • Record injuries or other relevant considerations

  • Monitor every prospect’s status within the pipeline

  • Automate follow-up messages

  • Reduce missed opportunities

  • Spend more time creating content and supporting its community

Conclusion

Team Strong already had a strategy for generating interest through Instagram, but capturing leads was only the beginning. IDX built the digital infrastructure needed to manage what happened next.

The new website strengthened the brand’s online presence and credibility, while the AI agent, CRM, and automated workflows created a connected system for responding to inquiries, answering common questions, scheduling classes, and organizing every opportunity within a clear pipeline.

In just over four months, the AI agent handled approximately 2,000 conversations, generated more than 10,500 AI messages, and booked 423 appointments, helping Team Strong maintain fast and consistent communication across multiple channels.

During the first 30 days of the lead management process, the system handled 502 leads, scheduled 251 first trial classes, continued following up with prospects, and contributed to 12 new memberships.

The result is a faster, more organized, and scalable process that reduces manual work, improves lead response and follow-up, and allows the Team Strong staff to focus more time on its members, content, and community.

Client Testimonial:

“The response, follow-up, and scheduling automations have saved us a significant amount of time. Prospects can now receive information and book their classes automatically, without the team having to manage every conversation. This has allowed us to spend more time creating social media content and focusing on our members.”

Let’s Start TOGETHER

GetIDX is operated by Intelligent Digital eXperience, formerly Imagine Digital eXpressions and previously known online as IDX.Marketing. We now specialize in CRM systems, lead follow-up, and automation support for growing businesses.

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