Case study · Multi-location · UK · Mar–May 2026
A UK climbing gym ran 2.6× their baseline online revenue with DeskRelay. Removing it cost $115/day.
DeskRelay engaged 16% of site visitors, totaling 1,600 conversations a month, every hour of the day. 35% of those clicked a booking link, and 17% booked same-day.
Across the pilot, DeskRelay added $3.30 in revenue uplift per engaged conversation, or $0.40 per website visitor. 100 hours' worth of customer questions handled each month. Many from customers who would have waited days for a reply, or never engaged at all.
The strongest piece of evidence
The $42,000-a-year hole DeskRelay had been filling.
In May 2026, Social Climbing redesigned their website. The new site is otherwise improved (better design, better SEO) but re-launched without DeskRelay. In the following 14-day period, revenue dropped by $115/day to $165/day.
Annualized, that's approximately $42,000 in foregone revenue specifically attributable to DeskRelay's absence. The drop happened on an otherwise improved site, confirming the original attribution analysis and proving a direct line between DeskRelay and online bookings.
Where the lift came from
5× engagement from visitors who were bouncing.
Before DeskRelay, Social Climbing was getting roughly 300 organic inquiries a month. With DeskRelay live, that became 1,600 engaged conversations. The extra 1,300 weren't new visitors. They were existing site traffic who had a question, didn't ask it, and would have bounced.
This is what the revenue lift doesn't show on its own: DeskRelay isn't rerouting existing inquiries through a different channel. It's engaging the visitors who would have bounced, and every booking they make is revenue that didn't exist before.
Methodology
How the numbers were measured.
Every booking-link click in DeskRelay is recorded with a timestamp and matched against same-day purchases by exact product and exact location.
What the match shows
17% of DeskRelay booking-link clicks converted into a same-day, same-product, same-location purchase (195 of 1,138 clicks over two months).
55% of isolated organic online revenue traces back to DeskRelay-attributed transactions (~$8.3k of ~$15k over two months).
Where the numbers fall short
Both numbers miss some bookings. Customers who chat with DeskRelay, leave, return later or from another device, to book without re-engaging.
The 55% can include bookings where DeskRelay wasn't the sole cause. Those customers would have booked anyway, but DeskRelay provided the optimized path.
The control experiment cuts through both. When DeskRelay was removed in May, online revenue dropped $115/day in 14 days. Measured directly, not modeled.
The bottom line
The monthly fee was back in the account inside a week.
A 2.6× booking lift on the same traffic means every marketing dollar you're already spending earns 2.6× more bookings. Better customer experience at the front door compounds across every traffic source: paid, SEO, social, word of mouth. DeskRelay multiplies the rest of your marketing and unlocks the value you've already invested in it.
At Social Climbing's traffic mix, every site visitor was worth roughly $0.40 in incremental organic online revenue. For a prospect with 10,000 monthly visitors, that's directionally ~$4,000/month in projected uplift.
The bespoke build paid back inside two months at SC's attribution levels. Year-one return ran 5–9× depending on methodology. Every dollar attributable to DeskRelay is incremental margin.
- DeskRelay-attributable revenue at SC: ~$170/day $280/day with DeskRelay − $110/day baseline
- Monthly subscription: $600 Recovered in the first week of DeskRelay operation at SC's attribution levels
- Bespoke build: quoted per gym Two-week build plus two weeks of hands-on tuning against live customer data (four weeks total); at SC's attribution levels, paid back within two months of DeskRelay operation
- Year-one net at SC: $42K–$62K Range reflects attribution methodology; lower bound from control-experiment ($115/day × 365), upper bound from full attribution uplift ($170/day × 365)
Next step
Find out if your numbers would look similar.
We'll look at your site traffic, inquiry volume, how many of those DeskRelay could handle, and what a projection might look like for your business. Not our case study's.