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CASE STUDY

How One Pharma Giant Made Virtual Coaching Feel Personal

 
Isolated lab technician working solo under stress, while others converse nearby — symbolizing the need for connection.
THE CHALLENGE

A Stressed, Dispersed Workforce in Need of Scalable Support

A large multinational pharmaceutical company needed a well-being solution built for a diverse global workforce. That meant supporting everyone from office-based teams to remote sales teams under constant pressure and travel.

Leadership knew a generic, app-only approach wouldn’t cut it. Employees needed more than content. They sought a flexible, scalable approach that still provided something real: expert support from human coaches, available when employees needed them.
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THE SOLUTION

Expert Human Support, Wherever Work Happens

The company partnered with Exos to launch a scalable virtual coaching program without losing the human touch.

Unlike traditional wellness apps, Exos virtual coaching offers real-time access to certified coaches and registered dietitians. A dedicated team of eight performance coaches and three registered dietitians focused solely on supporting this employee population.

Through the Exos app, employees could:

  • Book 1:1 coaching sessions
  • Follow personalized Gameplans
  • Join live and on-demand classes
  • Participate in wellness challenges
  • Access recharge breaks during the day

Because Exos coaches were based near major offices, they also supported in-person events. This created a hybrid approach that met employees wherever they worked: HQ, regional offices, or on the road.
Traveling medical sales professional connecting with a doctor in a healthcare setting.

A Custom-Built, Scalable Model

Exos doesn’t do cookie-cutter employee engagement solutions. Each of our programs is personalized to our clients’ unique needs, and they go far beyond just the fitness center. 
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Standardized Wellness Programs

Through rapidly changing eras including COVID-19, Exos consistently rolled out group fitness, nutritional support, mental well-being, and virtual employee engagement solutions to meet the evolving needs of employees. During Pfizer’s COVID-19 vaccination program, Exos teams supported operations by checking in employees and leading movement sessions in line.

Strategic Design & Build Services

Our world-class space design and development team designed and built six new facilities and renovated six existing ones across the U.S. This included redeploying $300,000 in exercise equipment assets, obtained through acquisitions, to generate significant cost savings and upgrade Pfizer’s portfolio of workplace amenities.

Service Request Platform

Exos implemented an online service request system to support streamlined coordination of Recharge Breaks and other wellness offerings. This platform has supported global program delivery across Pfizer's workforce.

Global Hybrid Expansion

Exos virtual coaching gave Pfizer employees across the globe access to wellness programming, regardless of location or remote status.

Centralized Management

Exos implemented a unified standard operating model across 14 locations to ensure a consistent member experience. This included revenue/expense management, programming, staffing, and data tracking.

Recharge Breaks Deployment

As of January 2025, Exos officially deployed the three standard Recharge Break formats (for energy, creativity, or calm) across Pfizer. These sessions are delivered by both on-site and virtual coaches. To date, the team has completed 198 sessions with a total attendance of 8,255.

Data-Driven Efficiencies

Our team implemented Net Promoter Score (NPS) tracking, utilization data, and outcome monitoring to continually measure impact and improve how we serve each member.
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CAPABILITIES DEPLOYED

 
THE RESULTS

A Meaningful Benefit With Measurable Impact

9.4

registered members

4.9/5

average coach rating

86

Member Net Promoter Score

165

coach-led events reaching 8,327 employees

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Fitness Center Management

people-group

Centralized Operations

programming

Hybrid Programming

headset

Virtual Coaching

group-work

Group Exercise

nutrition

Nutrition & Wellness Integration

space-design

Space Design & Renovation

training

Personal Training

massage

Massage Therapy

recreation

Recreation Management

nutrition-plan

Nutrition Consults

meal-plan

Meal Planning

coaching

One-on-one Coaching

app

Exos App

Results

Consistent quality, scaled delivery, and versatile impact.

63 NPS

vs. industry average of 26

14

centrally-operated fitness centers, expanded from 3 since 2000.

71,000+

global Pfizer employees served by Exos virtual coaching across 45 countries

8,200+

employees engaged through Recharge Breaks alone

11,000+

skin cancer screenings completed

26

melanoma cases detected

“The connection to a live coach is invaluable. It helps me be held accountable and I'm excited and proud to tell Coach how the workouts are going.”

Employee A
“Exos has been an amazing benefit that allows me to dial in my physical and mental well being to allow me to perform at my best at work.”
Employee B
“[My Exos coach] has helped me focus and regain my physical and mental motivation… I value him as a member of my professional support system.”
Employee C

Real Experts. Real Outcomes. Delivered at Scale.

Exos Virtual Coaching blends scalable tech with real human connection. We'll show you how it can work for you.