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)

1. Navigate: Go to Automation > Tasks > Task Templates.
2. Create: Click Add Task Template and select Custom Task.
3. Define: Enter an internal note as the description (e.g., "Personal follow-up call: Week 1") and assign it 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, for example Template A: Month 2 check-in (phone call) and 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. Wait: Add a modifier for 60 days.
4. Action: Add a Create Task node using the "Month 2" template.
5. Wait: Add another modifier for an additional 120 days.
6. Action: Add a Create Task node using the "Month 6" template.
7. Save: Name it "90-180 Day Retention Strategy" and confirm.

Execution & monitoring

1. Staff prompting: Assigned tasks automatically appear on the staff member's Dashboard Overview on the due date.
2. Tracking: Use the Task Overview page to monitor pending tasks and the Workflow List to see where members are in their journey.