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Member Retention & Onboarding Automation

Maximizing Member Lifetime Value with Automated Onboarding and Consistent Follow-Ups

Objective

Establish a customizable retention strategy that automates communication and staff follow-ups for new members. This ensures a consistent experience from the moment a member joins through their critical first months of membership.

Prerequisites

This solution leverages the Task Module and Workflows. By combining these, the system automatically triggers personalized emails and staff-facing tasks based on the member’s join date.

New Member Onboarding Flow

Goal: Automate the immediate welcome experience and the first personal follow-up.

Phase 1: Task Template (The Personal Touch)

  1. Navigate: Go to Automation > Tasks > Task Templates.

  2. Create: Click Add Task Template and select Custom Task.

  3. Define: * Description: Enter an internal note (e.g., "Personal follow-up call: Week 1").

    • Assignment: Assign to a specific coach or employee group.

  4. Save: Provide a recognizable name and save the template.

Phase 2: Workflow Template (The Automation)

  1. Navigate: Go to Automation > Workflows > Workflow Templates and click Add New.

  2. Trigger: Select the top node and choose Member Created.

  3. Initial Action: Click the next node and select Send Welcome Email. Choose your onboarding email template.

  4. Add Delay: From the Modifiers list on the right, select Wait x amount of days (e.g., 7 days).

  5. Create Task: Select Create Task from the Actions list, connect it to the flow, and link it to the task template created in Phase 1.

  6. Save: Name it "New Member Onboarding" and confirm.

Long-Term Retention Flow

Goal: Schedule recurring touchpoints and check-ins throughout the member's first year.

Phase 1: Task Templates (Recurring Milestones)

  1. Navigate: Go to Automation > Tasks > Task Templates.

  2. Create Multiple: Build unique templates for different milestones:

    • Template A: Month 2 Check-in (Phone Call).

    • Template B: Month 6 Progress Review (In-person).

  3. Assignment: Set the responsible staff or department for each specific milestone.

  4. Save: Ensure names are distinct (e.g., "Retention: 60-Day Mark").

Phase 2: Workflow Template (The Timeline)

  1. Navigate: Go to Automation > Workflows > Workflow Templates and click Add New.

  2. Trigger: Select Member Created.

  3. Establish Cadence:

    • Wait: Add a modifier for 60 days.

    • Action: Add a Create Task node using the "Month 2" template.

    • Wait: Add another modifier for an additional 120 days.

    • Action: Add a Create Task node using the "Month 6" template.

  4. Save: Name it "90-180 Day Retention Strategy" and confirm.

Execution & Monitoring

  • Staff Prompting: Assigned tasks automatically appear on the staff member's Dashboard Overview on the due date.

  • Tracking: Use the Task Overview page to monitor pending tasks and the Workflow List to see where members are in their journey.