How Midtown Athletic Club gets every lead to the right rep
Overview
Midtown Athletic Club runs premium athletic clubs. Membership tours, class questions, and club inquiries all need a named owner: the advisor who covers that location and that type of visit.
They set up Routera Lead Routing so every lead is assigned to the right representative automatically. The inquiry no longer sits in a shared pile waiting for someone to claim it.
A multi-club wellness brand using Routera Lead Routing so membership and tour inquiries land with the right person — and get worked in time.
The Challenge
Leads were not getting to the right people. A tour request for one club could land with a general inbox, or with a rep who did not own that location. When ownership was wrong, the lead was not worked in time.
Advisors only follow up on what they believe it is theirs. Mis-assigned inquiries sat untouched while the visitor booked a tour somewhere else.
- Inquiries did not have a clear owner at the moment they arrived
- The wrong rep meant the lead was not worked in time
- Tour requests were not being assigned to available reps, and opportunities were being lost.
Why Routera
Midtown needed Lead Routing integrated with HubSpot. The rules they already used for clubs and advisors had to run the moment a lead came in.
Routera applied those rules on top of the systems they already had. Every lead got a named owner who was available.
- Assign each inquiry to the advisor who actually owns it
- Stop leads from sitting unworked because ownership was wrong
- Manage availability and out of office dates easily.
Implementation
The first router was built around how Midtown already splits inbound. The form they already used could feed it.
Once the rules were live, every new lead was assigned to the correct available representative.
The Impact
The right rep on every lead
Each membership or tour inquiry is assigned to the person who should work it, not someone who may be out of the office.
Leads get worked in time
When ownership is clear, follow-up starts. Midtown stopped losing inquiries that nobody thought were theirs.
Rules the team can keep current
When clubs or advisors change, Midtown updates the router and availability — assignment stays accurate without a rebuild.
The Bigger Shift
- Leads landing with the wrong person — or no one
- Inquiries that sat because ownership was unclear
- A shared inbox instead of a named owner
- Every lead routed to the right representative
- Work starting while the inquiry is still fresh
- Assignment rules the club team can change themselves
Final Thoughts
If the lead goes to the wrong advisor, it does not get worked. Midtown’s problem was assignment; Lead Routing was the fix.
For health and wellness teams with more than one owner, the use case is the same: put every lead with the right rep, in time.