The client
A boutique reformer pilates studio with two Bangkok locations. Roughly twelve instructors and eight hundred active members. Class capacity is the studio’s hard ceiling. Every empty spot at peak time is revenue and member experience walking out the door.
The problem
Cancellations within four hours of class were piling up unfilled. The existing waitlist was a static queue: when a spot opened, a generic email went out to whoever was first on the list. Half the people on the list never saw it in time. Those who did were not always free at exactly that moment. Peak classes ran at eighty-four to eighty-eight percent full despite long waitlists.
The approach
The static queue got replaced with a smarter dispatcher. When a cancellation came in, the system looked at the waitlist plus the studio’s regulars who had not booked in yet that week, factored in proximity to the studio (using each member’s home neighborhood), and ranked the candidates. It paged the top three on Line with a personalized one-line message: “Hi [name], a spot just opened at the 7pm reformer class tonight. Want it? Reply yes to grab.”
First reply got the spot. The system locked it, confirmed back, and notified the rest that the slot had been filled.
The result
Peak fill rate climbed from eighty-four percent to ninety-eight percent inside the first month. Waitlisted members felt the system was actually paying attention to them, which showed up in renewal rates ticking up by a couple of points. The studio owner stopped having to phone regulars in the afternoon.