Automating Member Communications and Staff Follow-Ups

In this process, you will learn how to automate member touchpoints and communications using an automation platform. You will configure these automations based on specific triggers and set up follow-ups or tasks for club staff. This involves creating new automations, setting communication schedules, and crafting messages for clients and staff.

Step 1

Begin by accessing the automation platform to manage all automations. Navigate to the main menu and select the automation section.

Step 2

For this example, create a new automation. You can configure it to apply to the current location, a multi-club operator, or at the brand level. Setting it at the brand or company level ensures that franchise owners cannot modify the communication settings.

Step 3

The automations follow a hierarchy: company, multi-club operators, and location. Create a new automation named "New Lead Received" and select from various HD+ member touchpoints to set your desired triggers.

Step 4

Choose to trigger a series of communications or tasks once a new lead is created. Further refine the criteria by filtering, for example, to send communications only to individuals who have inquired via the website.

Step 5

Establish a communication schedule for clients and staff. This can include sending follow-ups or tasks to club staff. Implement a combination of these strategies as needed.

Step 6

To send an email, choose whether to dispatch it immediately or after a specified period, such as three days.

Step 7

Configure your email template by selecting a pre-made template designed with images through the image template builder inside Fitness Force.

Step 8

In addition to sending communications, you can assign a follow-up task to club staff. Add the task to the call list, which opens a task creation window.

Step 9

Create the task immediately by selecting "On Event". Define the task category, type, and priority, and provide a script for the staff to follow, such as "New Lead Received, please follow up."

Step 10

Provide a follow-up script for new staff at the club level. This ensures that even untrained staff members have guidance when assigned a task.

Step 11

This process allows you to push follow-ups to club staff and send various forms of communications, including emails, text messages, and WhatsApp messages. You can also create multiple variations of these communications based on the desired timing.

Updated on: 05/12/2025