17
Inquiries per week previously leaking, now captured and converted
Under 30 seconds
Response time at peak hours
0
Dedicated booking staff needed
About the company
Ace Padel Club
Ace Padel Club is one of Jakarta's premium padel and wellness destinations, operating across Kedoya, Karawaci, and Cirebon. Every venue includes sauna, cold plunge, and full wellness facilities, positioning Ace Padel as a serious sporting destination rather than a drop-in court rental. In a market where courts are largely the same across clubs, customer service is the differentiator. The club that responds first wins the booking — and keeps the member.
The Challenge
Padel demand is not evenly distributed. It peaks at evenings and weekends, the same hours when Ace Padel's receptionists are also out helping on the floor: managing check-ins, handling equipment, keeping venues running. When there is a full house, nobody is at a desk.
01
Members with issues had nowhere to go.
A member who lost a racket, wanted to dispute a charge, or had a question about ice bath access was sending that message into a void. The inbox was shared across locations, nobody owned it, and service requests had no routing.
02
Booking inquiries leaked at peak hours.
The groups most likely to book were messaging at 7pm on a Friday when every staff member was managing the floor. If Ace Padel did not respond within minutes, the group found another court.
03
Service and coaching inquiries were converting at zero.
Every week, roughly 7 service inquiries (court rules, ice bath, rentals) and 10 coaching inquiries came in. Each was a potential conversion. Without a system to catch and route them, they leaked consistently and without anyone noticing.
Hours to respond at peak
Booking inquiries at 7pm on a Friday sat unread while every staff member managed the floor — the highest-demand window, the lowest coverage.
0% coaching conversion
Roughly 10 coaching inquiries arrived each week and converted at zero. No system existed to qualify, follow up, or route them to an instructor.
Manual multi-branch calendar
Every cross-branch booking required a staff member to check separate court schedules and relay availability by hand.
Prior automation abandoned
A Mekari Qontak chatbot was deployed and shelved — it couldn't handle multi-branch routing, off-script conversations, or member service requests.
What Covena Built: A Booking and Member Service Agent on WhatsApp
Covena handled the build, training, and deployment end-to-end. The Ace Padel team did not write a single prompt.
Live Court Availability Across Kedoya, Karawaci, and Cirebon
The AI checks real-time court availability across all branches and routes each booking to the correct slot without anyone opening a calendar. Multiple locations, one conversation.
Group Booking Coordination
Padel is played in groups. The AI handles group size, branch preference, time slot, and booking confirmation in a single WhatsApp conversation. No forms, no phone calls.
Ice Bath, Rental, and Coaching Inquiry Routing
Service inquiries about ice bath access, racket rentals, court rules, and pricing get answered and converted. Coaching inquiries are qualified and followed through to a paid session with an instructor.
Pre-Session Reminder and No-Show Reduction
Automated reminders go out before every booked session without anyone managing the process. No-show rates drop without a staff member tracking them.
Member Issue Handoff With Full Context
When a member reports a lost racket, disputes a charge, or has a request the AI cannot resolve, the handoff to staff is immediate and includes the full conversation thread. The rep steps in informed, not cold.
The AI in Action
See how the agent handles member service, group bookings, and coaching inquiries across three branches — without any staff involvement.
Upload image for "Lost Racket — Member Service at Karawaci"
How We Got to Live in 6 Weeks
Weeks 1–2
Discovery & Branch Mapping
Court schedules, booking flows, service categories, and coaching packages documented across Kedoya, Karawaci, and Cirebon. Prior Qontak failure points reviewed to define what the new system needed to handle.
Weeks 3–4
Agent Build & Multi-Branch Routing
Live court availability integration, group booking logic, service and coaching inquiry routing, and member issue handoff flows built.
Week 5
Testing & Calendar Integration
End-to-end booking flow tested across all branches. Reminder sequences validated and no-show scenarios reviewed with the Ace Padel team.
Week 6
Go Live & Iteration
Full inbound traffic handed to the agent across Kedoya, Karawaci, and Cirebon, with both teams monitoring and refining in real time.
The Impact
With bookings, service inquiries, and coaching leads handled automatically, the Ace Padel team's attention is back on the floor.
17
Inquiries per Week, Now Captured
Service and coaching leads that previously leaked at zero conversion, now qualified and routed.
Under 30s
Response Time at Peak
Even at 7pm on a Friday with every staff member on the floor.
0
Dedicated Booking Staff
Courts fill without anyone managing the inbox.
0%
Coaching Conversion Before
10 coaching inquiries per week that now get followed through to a paid session.
Metric
Before
After
Booking management
Manual, staff across locations
AI-handled, all branches
Multi-branch routing
Manual calendar check
Automated per court
Appointment reminders
Manual, inconsistent
Automated, every booking
Service inquiries converting
Inconsistent
Qualified and routed
Coaching inquiries converting
0%
Followed through to booking
Prior automation
Mekari Qontak, shelved
Covena AI, fully live
What's Next
With bookings, service inquiries, and coaching leads all handled automatically, the Ace Padel team's attention is back on the things that build a club: coaching quality, member retention, and the in-person experience.
Running a club where the team is too busy on the floor to manage the inbox?
See how Covena builds AI agents that handle bookings, member service, and coaching inquiries — so your team can focus on the floor.