Member Retention & Onboarding Automation

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)

• Navigate: Go to Automation > Tasks > Task Templates.
• Create: Click Add Task Template and select Custom Task.
• Define:
• Description: Enter an internal note (e.g., "Personal follow-up call: Week 1").
• Assignment: Assign to a specific coach or employee group.
• Save: Provide a recognizable name and save the template.

Phase 2: Workflow Template (The Automation)

• Navigate: Go to Automation > Workflows > Workflow Templates and click Add New.
• Trigger: Select the top node and choose Member Created.
• Initial Action: Click the next node and select Send Welcome Email. Choose your onboarding email template.
• Add Delay: From the Modifiers list on the right, select Wait x amount of days (e.g., 7 days).
• 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.
• 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)

• Navigate: Go to Automation > Tasks > Task Templates.
• Create Multiple: Build unique templates for different milestones:
• Template A: Month 2 Check-in (Phone Call).
• Template B: Month 6 Progress Review (In-person).
• Assignment: Set the responsible staff or department for each specific milestone.
• Save: Ensure names are distinct (e.g., "Retention: 60-Day Mark").

Phase 2: Workflow Template (The Timeline)

• Navigate: Go to Automation > Workflows > Workflow Templates and click Add New.
• Trigger: Select Member Created.
• 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.
• 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.