The following is a case study featuring fitness & sports retailers like Gyms HQ, Select Fitness USA, Venue.com and other retailers who partnered with SureBright.

Our client has dedicated eight years to transforming how families approach home fitness throughout the greater Atlanta metropolitan area. Operating four showroom locations and a robust online platform, they've become the trusted partner for customers seeking quality fitness equipment from Peloton, NordicTrack, Bowflex, and Life Fitness.  

But as the home fitness revolution accelerated post-pandemic, they encountered a wellness challenge that traditional retail approaches couldn't solve: how to ensure customer fitness journeys remained uninterrupted when sophisticated equipment encountered inevitable technical difficulties.

Connected bikes with touchscreen malfunctions, treadmills with belt alignment issues, and strength systems with cable failures aren’t just inconveniences – they are barriers preventing customers from maintaining the consistent exercise habits essential for health success.

"We realized we weren't just selling exercise equipment, we are supporting our customers' health transformations, and equipment downtime literally impact their physical and mental wellbeing. When a $2,000 treadmill breaks down three weeks into someone's New Year fitness resolution, it doesn't just affect their workouts – it can derail their entire wellness journey."
-Dr. Jennifer R, founder and wellness advocate

The wellness-focused approach delivered remarkable results across customer satisfaction and business metrics. Protection plan attachment rates reached 22% on equipment over $1,000, with 31% attachment on premium connected equipment over $2,500. These rates significantly exceeded fitness equipment industry benchmarks and reflected genuine customer value recognition.

Customer wellness adherence scores increased from 3.9 to 4.8 within six months, measured through fitness app data and customer self-reporting. Equipment reliability directly correlated with exercise consistency, validating the connection between protection services and health outcomes.

Most significantly, customers with protection plans maintained their fitness routines 43% longer than unprotected equipment owners. This consistency translated into measurable health improvements and higher customer satisfaction with their fitness equipment investments.

"We're seeing customers actually achieve their fitness goals because their equipment stays functional," observes Dr. Jennifer. "Protection plan customers are 60% more likely to still be actively using their equipment after 18 months compared to those without coverage."

Connected equipment subscription retention improved by 67% among protection plan customers, as reliable hardware performance supported ongoing engagement with fitness apps and virtual training programs. This retention directly impacted manufacturer relationships and enabled premium partnership opportunities.

Our integration process began with detailed analysis of how equipment failures impacted customer fitness adherence and satisfaction. Data showed that modern fitness equipment complexity created multiple failure points, with 82 recalls since 2000 addressing safety and mechanical issues. Treadmill belt problems account for two-thirds of mechanical equipment injuries, while connected bike resistance systems and console malfunctions disrupt the seamless experience customers expect from premium equipment.

Additionally, the seasonal nature of fitness equipment purchases – with 40% of sales occurring during New Year resolution periods – intensified the impact of equipment failures. Customers investing $1,500-$3,000 in home fitness solutions expected reliable performance that supported their health goals, not technical difficulties that created additional barriers to exercise consistency.

Implementation across the client's four business locations and online platform was all completed within 36 hours, with automated recommendations based on equipment complexity, customer fitness goals, and usage intensity. Staff training emphasized the health impact of equipment reliability rather than traditional warranty features, enabling consultative conversations about supporting customer wellness objectives.

"SureBright understood that our customers weren't buying warranties – they were investing in wellness assurance," notes Dr. Jennifer. "The protection plans were structured around minimizing fitness routine disruptions rather than just covering repair costs."

Rather than simply selling fitness machines, our client now provides comprehensive wellness assurance that eliminated equipment reliability as a barrier to consistent exercise. Dr. Jennifer happily points out- customers prefer purchasing from them specifically because protection plans offer equipment reliability assurance that's rarely available through online discount retailers.