Turning venue Wi-Fi into subscription revenue

The Background

Who they are

FansWiFi provides a Wi‑Fi marketing platform that turns guest sign‑ins at venues into opted‑in contacts inside a CRM. Its customers include restaurants, hotels, cafes, and entertainment venues that want a compliant way to identify visitors, engage them with relevant offers, and measure impact on revenue. The product sits at the intersection of network access, consented data capture, and lifecycle marketing for brick‑and‑mortar brands.

What they wanted

They needed a unified system so every Wi‑Fi sign‑in became a CRM contact with consent captured once, then nurtured to a demo, trial, and subscription. Success meant fewer tools, faster follow‑ups, automatic demo booking, reliable attribution from campaign to subscription, and clear dashboards that finance and growth teams could trust.

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The Challenge

What wasn't working

Before Hoop, CSV exports from captive portals and ad platforms caused delays and duplicates. Sales reps manually qualified trials over email, bookings bounced between tools, and billing ran in a separate system with minimal visibility. Support tickets lived in inboxes without context. Compliance checks slowed launches, and revenue reporting across trials, conversions, and churn required stitching data each month.

Why it mattered

Operational friction blunted growth: trials went cold, campaigns were hard to attribute, and finance closed the month with partial numbers. Teams spent hours reconciling contacts and invoices instead of improving the Wi‑Fi journey. A single platform was required to make the journey measurable and repeatable.

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The Solution — Hoop, end to end

FansWiFi chose Hoop to unify Wi‑Fi capture, engagement, sales, and subscriptions in one place. Consent travels with the contact across channels; AI speeds responses; and revenue analytics make it obvious which venues and campaigns drive paid growth.

Marketing

Using Form Builder for captive portal sign‑ups, Campaigns to trigger welcome sequences, and WhatsApp Marketing for high‑intent nudges, FansWiFi personalized outreach by venue and visit frequency. Segments synced to offers and loyalty updates with clear opt‑out controls.

Sales

A Sales Agent qualified inbound interest instantly, answered pricing and setup questions, and routed ready buyers to Meeting Scheduler. Reps saw complete histories, notes, and trial milestones in the CRM.

Commerce

Trials converted via Subscriptions, with frictionless activation through Payment Links and automated Invoices under Commerce Tools. Dunning and plan changes were handled automatically.

Service

A Service Agent deflected common setup questions, surfaced knowledge articles, and escalated to humans when needed. Venue managers could open tickets from WhatsApp with context preserved.

Content

The team standardized help guides and updates on the site with Website Builder and used Blog Software to publish changelogs and playbooks tailored for restaurants and hotels.

Operations

Leaders tracked cohort conversion and churn using Analytics in Hoop, automated onboarding with Workflows, and enforced access via User Management and Centralized Audit Log.

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"Our Wi‑Fi sign‑ins now become trials and paid plans without manual steps. Hoop keeps revenue and support in one place."

Mina Khaled, COO, FansWiFi

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Setup & Partnership with HoopAI

Onboarding & strategy

We defined the hero metric as paid subscribers created per venue per week. The team mapped the Wi‑Fi journey from opt‑in to demo to subscription and set SLAs for agent response and demo scheduling.

Agent design & training

Sales Agent and Service Agent were trained on pricing, setup steps, and escalation rules. Language variants were enabled for multi‑region customers.

Enablement

Runbooks covered portal setup, campaign templates, and refund policies. Role‑based playbooks gave sales and support a repeatable handoff.

Ongoing improvements

Monthly dashboard reviews informed A/B tests on trial messaging, payment flows, and dunning. Wins were rolled out as templates across venues.

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The Transformation

The spike

Within the first quarter, trial‑to‑paid improved and revenue became predictable by venue cohort. Measurement source: Analytics in Hoop.

The wins behind the number

• Every sign‑in landed in CRM with consent.
• Median response time dropped through AI Agents.
• Self‑serve checkout reduced time to activation.
• Unified subscriptions and invoicing cut finance rework.

How it felt

Teams stopped chasing spreadsheets and focused on improving the visitor journey. Reps worked fewer tools and closed more trials.

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How the journey actually flowed

• Step 1: Guest signs in on Wi‑Fi → Form Builder captures consent and properties.
• Step 2: Campaigns sends welcome → WhatsApp Marketing nudges demo.
• Step 3: Sales Agent qualifies → Meeting Scheduler books.
• Step 4: Trial starts → Commerce Tools tracks conversion.
• Step 5: Service Agent handles setup questions.
• Step 6: Subscription activates via Payment Links and Invoices.

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What's Next

FansWiFi is rolling out enterprise plans for multi‑brand groups, adding referral flows, and expanding regional languages while keeping analytics and governance centralized.