retention.link user manual
Contents
1. s gt Links MODULAR SOLUTIONS EXOOMING amp PANINO AKTOV Ol CONIOGIS a sotan ceases hacscacctarananctensasegacsaasatarecacctan cone senseaeadacteaeabartcenctancons 34 WIE WIC Heron OF Program NON CS aces aes cece acre ness coon acdanensaceascorzesaccneredrcumsacsascanncceceomauacesesed acess 35 Customer Correspondence esesssssssesessssceesssscressssctossssctessssctessssctessssctosssseteessseseessseceessseceessseseenssese 36 Daily Management from the Management SCLEESN 1 cccccccccccsssseecssssssssscseececccccesssseeecceesssesssseseess 37 Marking iens 0s COMO OU eerren naa ECET RNET T EENE 37 ROTAT OIOI O sigana EE E AEE EEEO R ER E 37 BUIK E MAI SMr Ond Le OIS serpin neato ceca aren EEan ETEA EEr DE ELE ra rE Eai aei 38 Viewng Customer RECOlQS essei AENA ESAERA EEEE ENERE aa 38 Current amp Missed Appointments sssssssssseessssssseetressssssscceresssssscrressssssccressssssecceressssseceeesssssseeeeees 38 REO TIS ON YOU OOIT eeose EIT EE EE E T ATE 39 DNS Sh SOOM oee e E AEE AEE EA A E E E A A A 39 Avero TE U VI gt MDO a AiE 39 Average Time of Cancelled MemberS essessessesssesssrrreeeeesssssssssresrsttteeeersssssssssseessttteeeresssssssseeeeeeeeee 40 TS AS aisse nen NRN 42 PO ISOS ANGIN SE resse T a 42 Retention Prospect Conversion Performance essssessesssssssscersssssssscresssssssccreesssssscceeessssseeressssse 43 Sales Person Ferormance REDON aici ce cachsaccsaiavicesaeipisascsersceruns eases ENEA EA A2. Choose either a Report or enter a Custom follow up reminder Select the frequency Daily Weekly Fortnightly or On a Set Day of the Month Enter the day applicable tor weekly and fortnightly Enter an action i e Print Email Mail Merge Call or N A these are setup as contact methods and can be added to as required 5 If this is only a short term task then a Cease Date can be entered this may be applicable to tasks that are only valid for certain promotions SS Add Task To Do Reminder Report o O i Custom Empty Lead Boges 0 Frequency Weeky Day wea Archon Mi Cease Date Po Dl Add Clear Retention User Guide January 2013 18 s gt Links MODULAR SOLUTIONS Non Attendance Reminders Admin gt Retention gt Retention Settings To avoid the need to ensure that staff members are running reports to follow up on non attendance of membership holders these reminder parameters can be used to display customers on the sales management screen The criteria for the non attendance is that no attendance has been recorded against their membership contract are as many days as specified The customer will continue to show until they have either attended or been marked as contacted You can have 12 non attendance steps Action Template Template Set Ist Contact 30 days SMS 7 i nd Contact 60 days Phone Call Nid drd Contact 30 days Letter a Wf For example Settings are for
3. gt Links MODULAR SOLUTIONS Table of Contents IVE W E E eee 3 Prospect A ON TNS ser acetnt cree mveg vc eeeescdee peremseaceemsernel sotrenseanvonrtneescntemoy cone eubvsuencagenutaadcstncoteveeeesidestweotevevcnenhest 3 FS FO OMS E cate oes tak wines ean uigwr cats strane ca adnate E A E A A syns cei enue aguante 3 Setting Up your Prospect PIOGT OS inves wiesssaisinesutaitniwondanensueeeuiretsiaieyesniatueasianeeseioissesetaieeauiatyeenseevensealiys 4 OORT Se Tl E AEE E A AIE A AEA E A EE ET 4 Sering WO your Rorento PIOJOS eoccnes sccnzccecensaccacee senaceenseseasecazenavenae ac AERE ER 7 Adang a Relenhon tO Fe recedes etccestvacnadetivnc acct mensne ates snare ASKEAN AES A aAA CARANE 10 FF OMA FN Sc ce cece cts cece sce sce a E a E EE E ec es 10 EE E EM EE E E E E A A nei A A AAEE E EEEE EEE EE 15 Setting the TEMPIONSS ssssscissossomncininiadinmnsniidnnni RNR 15 Adang Eene To gl Koss eee mn nro araa EE AOE PP aE E 18 Sering Tasks TO d REMUIN CSS vcs iconavcsnacvarsdsinicnsensevas lt adsienndateauesondsosiendeusuvavenddsnandebvevedanddesussainaverendesunds 18 EOF Ui SSN ST SN SI ra ssc cess act aces seriactis dep cis cacti dec guras ie raona aiana aspasia e 19 PAEO O SG T eee AANA AE ANAE OAN AE OANE OAN A OAOE 20 Sales Managers and Sales Staff Members esssrrrerrreerereeeererrererrrrerrersereereesererereeeeeeeerseeeseeereeeeeee 20 PSS OG CU St OAS O AOO eera Eia 21 ASSIGNING WO OCC E TOA PrO derarsa irise eraan EE
4. Phone Call Phone Call Adc Comments Prospect Program STOPPED customer has be January 2013 ote A Se Links MODULAR SOLUTIONS Customer Correspondence If a customer does not want to receive emails or SMS s then the steps assigned with those actions will be automatically skipped Retention Program NEW CUSTOMER Add New Program Add New Step Stop Programm Sas ae aa Email by 13 08 2008 PeePeeee eee eee eee ee eee e errr eee reer eee ee eee eee eee ees n Mot Completed Ea Fending Appt foul Skip ge gt gt Completed Pe Missed Appt E l by 3 09 2006 To set this go into the customer s marketing details select which will take you the customer set up screen There select tab Others and then mark the corresoondence the Customer wishes to receive Correspondence x All Correspondence fe Links Emails fe Links SMS Retention User Guide January 2013 36 As sp Links MODULAR SOLUTIONS Daily Management from the Management Screen Marking items as completed On the bottom left hand corner of the Retention management screen is Tasks To Do In this screen any tasks that have been set will show up here Tasks To Do Tasks List Date Task Type Completed 15 10 2005 Cleaning checklist compl In person 15 10 2008 Missed gym appointment Phone Call 1410 2005 Missed gym appointment Phone Call LLL If an item is highlighted in red
5. e days trom start date This will make the step due at a number of days for example o Program is started on July Ist o Date control for step is 7 days from start date o The step becomes due on July 8th e days from a Step This will make the step due the set number of days after the selected step e Within days from start date If this option is selected the step will show as due for all the days between the start of the program and the final day it is due For example o Program starts on July 15 o Date control for step is within 7 days from start date Retention User Guide January 2013 7 s gt Links MODULAR SOLUTIONS o The step shows as due on O July lst 2nd 3rd 4th 6th 7th amp 8th e days from a Step Completion Date This will make the step due the set number of days after the selected step Is completed e Within to days from start date This will allow the step to display similar to within days from start however the first date is not from the start of the program For example within 7 to 14 days of the program start date 9 Enter a description for the step if required You may to for example enter what should be said in a phone call for this step The description will show in the customers tracking screen so that staff can see what Is required from the step Description A Add Ste 10 Once all of the details of the step have been entered click on the i button 11 You are now ready to
6. Other Estras Appointments Guest Pass Referral Tracking Children Contact Log Date 29 07 2007 3200 PM Staff TRAINING TRAINING New Reason Concemed about childs development r Export 7 Print Method a From pl Comment Spoke to Jenny as her daighter does lessons with Sara Jane Ta COS Dl and wasn t happy with the level of development explained Retention User Guide January 2013 33 ote Se Links MODULAR SOLUTIONS Show Sales Steps If you then click on the button you will see now that the past completed steps are displayed Info Marketing Other Estras Appointments Guest Pass Referal Tracking Children Sales Program NEW ENQUIRY Step Nbr 3 Date Due 2070872008 Show Sales Steps Staff BLACK JENNY New Next Previous Step Name 2nd Follow Up Call Export Print Actors Phone Call From Show Comment gt To Exporting amp Printing History of Contacts You can export and print the contact logs and sales steps as required 1 Click on the Show button Export Print D 2 The following screen will display 5 Export Print Contacts or Sales Steps First Name JENNY Last Name BLACK Refresh From Date D To Date D Contact Log Comment 29 07 2007 4 32 00 PM TRAINING TRAINING Concerned about childs devel phone Spoke to Jenny as her dai
7. Staff Members There are certain functions that can only be completed by sales managers for example e Viewing the entire workload e Removing steps from a customer s program To mark a staff member as a sales manager check the option as sales manager Staff Code f M Mest Mo Inactive Ferson li Personal Contact Security Roles l Skills amp Training Availability W Sales o a Wo Sales Manager Teacher Retention User Guide January 2013 20 ASS A sp Links MODULAR SOLUTIONS Assigning a Customer to a Program Prospects Members Visit Pass Holders and Students can be assigned to a prospect or retention program as a part of their customer setup or sale Any other customer group can also be assigned to a program manually The drop down menus available for selection are automatically populated with the default program if a default is setup in the retention program setup screen Assigning Prospects to a Program Point of Sale gt Customers gt Prospects When you enter a prospect the prospect programs drop down will only be populated with those programs that are set for Prospects This drop down is viewable in the bottom left and corner of the Personal Details tab The prospect screen is designed to work from left to right The final tab is the tracking tab whereby you can view the steps that are a part of the program you have selected See managing customers for further information on the view of these steps
8. To Time select All Book Selected Double chick on Facility will add to list 1 Enter available times to and from 2 Click on Oo Aby 3 The times available will be disolayed in the results pane 4 Click on the booking time you wish to accept and click on Sons zelarisa Facility Dae From Time ToTime C Personal Trainers Thu 10 Jan 2013 09 00 4M 09 75 AM C Personal Trainers Thu 10 Jan 2013 09 15 AM 09 30 4M C Personal Trainers Thu 10 Jan 2013 05 30 AM 09 45 AM C Personal Trainers Thu 10 Jan 2013 09 45 AM 10 00 4M Retention User Guide January 2013 Links MODULAR SOLUTIONS ere eS 6 Not Completed Steps When a step has had no action made against it and it is not yet overdue its status will be not completed CK 102735 Program Mame NEW ENGUIRY Step 2 Step Name First Follow Up Call Pending Steps When an appointment is booked but the appointment is in the future the status is marked as pending B Sales Program Step for Customer JENNY BLACK 102735 Program Name NEW ENQUIRY Date Started 6 AUG 2008 D Step M Date Due 13AUG 2008 D Step Name Tour Sales Staff Assign To TRAINING TRAINING y C By Role TRAINING TRAINING v Action Appointment v ction Appointment Booking C Appointment Facility E HEALTH CLUB Description Date Created 6 AUG 2008 Created By TRAINING TRAINING Comment
9. 06 4ug 2008 06 Aug 2008 06 Aug 2008 06 Aug 2008 amp Retention Pro gram Histo Program Code NEW ENQUIRY Customer Id fi 02735 5 17 00 PM 5 53 00 PM 5 58 00 PM 6 05 00 PM 6 07 00 PM 6 09 00 PM 6 24 00 PM 6 24 00 PM 6 25 00 PM 6 28 00 PM 6 31 00 PM 6 31 00 PM 6 31 00 PM 6 33 00 PM 6 35 00 PM 6 38 00 PM Retention Programs Mot Completed Ff Completed Peel TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING Program Started Facility Appointment Booked Facility Appointment Booked Step Added Step Skipped Step Added Step Deleted Step Completed Step Edited Program Stopped Program Re Activated Step Edited Step Completed Program Completed Program Re Activated Program Stopped Retention User Guide Add New Prograrn Skip Pending 4ppt Pa Missed Appt BE Program Name NEW ENQUIRY Customer Name JENNY BLACK Da f Time By Staff Reason Step Nbr Step Name Step Action Tour Tour 2nd Follow Up Call 2nd Follow Up Call Last chance SMS Last chance SMS First Follow Up Call First Follow Up Call 2nd Follow Up Call 2nd Follow Up Call Appointment Appointment Phone Call Phone Call SMS SMS Phone Call Phone Call
10. TRAINING Discount Reason Family gt Joining Fee Amount 0 00 Total Contract Price Due How I Pay On Exit Contract 0 00 ee Contract Fee 194 00 Contract Fee 194 00 Amount 0 00 Total 134 00 Total 194 00 Pay On Exit Contract 0 00 Payment UPFRONT Cd Price 194 00 Suspension Fee Contract 70 00 Amount 0 00 Discount J0 Discount Reason Setup Letter Letter Marketing v OK Cancel Apply If the program you have selected has steps that are assigned to an individual sales staff member then the following screen will appear where you can select which staff member you wish the steps to be assigned to Sales Program a Skea mi a Select the Staff Member you want these Retention Program Steps assigned to Staff Members ny v OK Retention User Guide January 2013 22 Links ASS A DY DE MODULAR SOLUTIONS In the case where a customer was already on a prospect program this program will be stopped by the purchase of a membership The following Retention PROSPECT Program s have now been STOPPED Program Name NEW FULL ACCESS MEMBER NEW ENQUIRY Assigning Visit Pass Holders to a Program Point of Sale gt Customers gt Customers gt Marketing or when selling the Visit Pass A separate screen Is disolayed when a customer is sold a visit pass that is allocated to a sales program This screen will not be displa
11. add the next step of your program l l Save Program 12 Continue until all steos are completed and the click on the button Retention User Guide January 2013 8 Link sa amp Ci MODULAR SOLUTIONS Setting up your Retention Programs Retention programs may vary depending on the customer groups that you have attend your facility For example you may have 8 different retention programs New Full Access Members Existing Full Access Members New PT Members Existing PT Members New Swim School Students Existing Swim School Students New Aquatic Members Existing Aquatic Members Retention programs can be restricted by customer groups Members Visit Pass Holders Students Within those groups membership visit pass types and also class types can be limited For example the New Full Access Members retention program only applies to Full Access Membership Types and not Aquatic Only Membership types Retention User Guide January 2013 9 ASS A sp Links MODULAR SOLUTIONS Adding a Retention Program Program Settings Admin gt Retention gt Retention Program Setup 1 The screen will open with only the Program Code and Name fields available Retention Program Setup Retention Settings Frogram Code J Program Mame 2 Enter a code and description to activate the remainder of the screen For example e CODE NEWFAMEM e DESCRIPTION NEW FULL ACCESS MEMBER 3 Select that the program is a RETE
12. crores Prospect ID 102735 Jon Sh Personal Details Contact Details Marketing Other Appointments Personal Details Last Name BLACK First Hame JENNY Title Gender O Male Female Home Phone PO Mobile Phone PS E mail Fe Date of Birth PO D Refer Age 4 Date Cr Retention Program NEw ENQUIRY Last If the program you have selected has steps that are assigned to an individual sales staff member then the following screen will appear where you can select which staff member you wish the steps to be assigned to Retention User Guide January 2013 2 Er s Links MODULAR SOLUTIONS pe Select the Staff Member you want these Retention Program Steps assigned to Sta Members iii v OF Assigning Members to a Program Point of Sale gt Customers gt Customers gt Marketing or when selling the membership When you sell a membership contract the retention program drop down list is available in the bottom right hand corner of the screen Again the default program will be listed here if one is setup as a default CustomelD 102735 Hame BLACK JENNY Gender F Hew Contract Details MM shpe Mio History gt Term E month Details GOLD E MONTHS Details Date Started BAUG 2008 Dl Edit Lirik gt gt Esipiri 5FEB 2009 Consultant ft TRANING TRAINING Ref OoOo O O Contract Price 194 00 Discount fo Sales Ferson fi _ TRAINING
13. or automation required Schon Phone Call Session You may wish to have a step that is a session for example e Trial a group exercise class e Trial the Living Longer Living Stronger program As the user is not yet a member then a guest pass it allocated to the prospect so that they can access the session You can choose a number of days that this guest past stays valid for from the step date For example the step is 7 days in the prospects program and you want the pass to be valid for a further 7 days in case it takes them another week to attend a session Acton Session Set Nor Days Valid for from this step date Retention User Guide January 2013 6 gt Links MODULAR SOLUTIONS SMS You can assign an SMS template to the step See the system settings section of this user guide for further information action Descriptors Edit SMS P Start Up Pack This action type may not be so relevant to prospects however it can be used if required The startup pack step will notify the user at Point of Sale when an attendance is recorded for the prospect customer Further information is discussed in the retention program setup section of this document Action Startup Pack 8 Enter the date control for this step There are 5 date options available fs days fram start date f days from e within days from start date days from completion date f Within to days from start date
14. 30 days 60 days and 90 days A customer has not visited for 30 days e They display in the 1st period of non attendance follow ups The customer is then contacted but doesn t attend e They are removed from the 30 days contact list The customer then doesn t attend for a further 30 days so now 60 days in total e The customer again appears on the 60 day follow up list and will be contacted again by the action set Retention User Guide January 2013 19 ASS amp Se Links MODULAR SOLUTIONS Finalisation of Settings Save Once all settings have been entered you must click on the Oo Swe button to ensure that all settings are saved into the system Example Settings Screen Retention Program Setup Retention Satings lw Salesperson is Mandator on al Membership Contracts Mo Sale Aetun Timeline Hre fo Mins an Humber of Das between membership contracts to be considered an ongoing member z Hon Attendance gt New Membership Achori Template Template Set E Show Custome Screen 14 Contact 14 das SMS m EA s C Show Prospect Screen 2nd Contact im days Phone Cal n Nits re Alew Visit Pass Show Customer Screen Sid Contact Eg days Fhone Call i HA C Show Prospect Screen Add Task To Do Reminder Clearing the sales presentation area weekly Fui Current Contacts weekly Mon Memi p Holders Caly E a ol AI Rotes Add Cheat Sales Managers and Sales Staff Members Admin gt Security gt
15. AAA RE r EEN naii 43 EEEE a A NEE E AA ee 44 Retention User Guide January 2013 2 s gt Links MODULAR SOLUTIONS Overview As the need to gain and retain customers with as little as much spend as possible becomes even more important we must look fo ensure that our processes allow us to actively follow a Customer s progression with our business and not let them get lost in the system Retention is a unique module of Links Modular Solutions that allows users to setup step by step programs that are applied to a customer either at time of enquiry or time of sale That sale may be the purchase of a memberships visit pass or even a booking into a class i e swim lesson The unique setup will alleviate the need for external programs outside links to track and manage enquiries It also ensures that regular contact can be maintained with customers and their contact tracked and managed throughout their time as a customer with the business Prospect Programs Retention allows you to setup types of programs that will be applied to prospects as they are entered into the database Mandatory fields can be set for collection so that no prospect can be saved without the application of information such as Source of Enquiry and Type of Enquiry Depending on the prospect program you design the system could prompt users to follow up enquiries with a phone call two days after their centre tour or to send a letter if they still haven t joined
16. EE EEA EEE EEE AA DEEA Sa 21 Assigning Members tO a Progra da scat eartcctetetises acousenssciaaeetacangepncdaecebaueusananaie EKA eari oaei eiee aria 22 Assigning Visit Pass Holders to a PrograAM esssssssssseseesessssssssssrsersctrereresssssssssesessttteeeressssssssseeeeeeree 23 Ft GIG OBS A A O EO A erara NE EE E 24 Managing your ProgrAMS ccccceccccccccccccccccecueeessseseecececccscceeeseeuuuuesssseeecececccsseeeesseauuuaussseeeeeececcseeeeeeeeas 25 Steps Due TOdQAy sesessssseeseserrssreessssrssseeesssssssseresssarseteresssassstersssessssteessssasssteessssssssteesssarsssereesssessrereessas 25 NO COMOISTEO STODS reon E en rTen ee nT In oer ener 2 Fe ONS lS ea E E A AA EE E EAE EA 27 ME SGP OVS I TO ener OE 28 ETETE E E E IEEE A AE EE E AOA OE S S E S AS A A A A E 28 DEEE E 0S EE E EE E EE S EEE EEE E E EEEE EEEE E E 29 Cone IMNE SIS 19S aR AA 29 ECO O ea E AE E AEE EE 30 AOT E T A Te eee 30 SO Sh HS OI Vacs see street esses ces sates terra eeene tee citer sen estes senaeweysounsueenteriuavexnssunastesserueenseyectascunne 31 OO Ss OGY isco a see sas sarc cca pases pce sseo E ceo ese aces S a ioneusensucsgentoastnones 3 BIST VSS OA OOOO sia nicest ige crests oss esis oa paeaseaee esiecienicciosciosinairaeaiac bdictnaen ba stnaeeicoemeaneaeeseasabdeteatebaetesies 32 Viewing Programs on an Individual BASIS eeseeessssssssserrererssssesssssserrrrrrttrrressessssssssrererttreeeereeeesssseees 32 VMIOWNG POSTACIONS soseri aei a ii 33
17. NTION PROGRAM 4 Select which customer group s it is relevant to E Te te 2 a aa br Bpa yet fb nNetehtion FIadgiawmh Is E Li et ay E aoad For Students x eee E rape seuee tae Retention Cor Visit Pacces Wiew Memberships YP 5 Click on the a Ma button to isolate certain membership types or leave to include all types 6 You can now begin to enter the steps that relate to the program 7 Enter a step description L J N ae ee PALILI Yew 360 Step H Shep Marnie Health Assessment 8 Enter the staff member or team that will complete the task If sales staff is selected then when a customer is assigned to a program it will ask the user which staff member the steps should be assigned to Assign To Scks Sah By Role Lifeguard Acton Swim Teacher Customer Service Retention User Guide January 2013 s gt Links MODULAR SOLUTIONS 9 Enter the action type for the step Actor Appointment E mall In Ferson Letter Phone Call Session SMS Startup Pack The options available for each action will vary depending on the action type selected Below will show and explain each of the options available Appointment Either the appointments scheduler in the Point of Sale module or Facility can be used for retention step appointments The benefits vary depending on the outcome required The appointments scheduler is simple and basic to use but has no billing options The facility bo
18. after three weeks for example The automatic application of a prospect to the program you design will ensure that provided a prospect is entered into the database with at least their first name and surname there is no way they can fall through the cracks Retention Programs It is no secret that it is much cheaper to retain an existing customer than to gain a new one However due to the manual work involved up until now our retention strategies have often been limited by what we can offer based on our balance or staffing costs to retention financial gains The retention programs within the retention module allow users to setup a specific order of steps that are followed by the customer throughout their time with your business Whether follow up reminders are set for Fitness Consultations or Programs Shows or it is simply a phone call to see how they are enjoying their time with you the retention program allows you to have automatic control and not be reliant upon manual systems Retention User Guide January 2013 3 ASS A sp Links MODULAR SOLUTIONS Setting up your Prospect Programs Prospect programs are designed to allow users to automatically set follow up reminders for prospective customers It will also allow management to report on at what stage prospects are being converted to customers and therefore to track which processes are effective Program Settings Admin gt Retention gt Retention Program Setup 1 The screen will o
19. dd Ste 13 Once all of the details of the steo have been entered click on the i button 14 You are now ready to add the next step of your program l l Save Program 15 Continue until all steos are completed and the click on the button Retention User Guide January 2013 14 ASS A sp Links MODULAR SOLUTIONS System Settings Admin gt Retention gt Retention Program Setup There are some system settings that can be applied by location to the retention programs These include non attendance reminders and general tasks to do Salesperson is Mandatory on all Contracts If this option is selected a membership contract cannot be sold unless a sales person ID is assigned to the sale The field will show as mandatory in the contract sales screen and the user will be prompted to complete this field before the membership can be processed W Salesperson is Mandatory on all Contracts Details Date Started AUG 2008 pl Expiry pO Consultant A O TRAINING TRAINING Ref Pn Sales Person hy E pO L Fmi Setting the Templates To assist automation of follow ups users can set a template for a range of follow up methods including SMS Emails amp Letters 1 Chose the follow up method Action Template E mail a Letter Phone Call SMS 2 Click on the Ea button to apply a template 3 The follow screen will appear depending on the action type selected Retention User Guide January 2013 15 S L
20. eriod divided by the number of weeks for the reporting period Export Graph Location isting mares Preview Selection Criteria Customers Retention Program i Members Program Code Setup Mai m Include Suspended Not on a Program Mail Members V 30 RETENTION E30 RENTETION PROGRAM Ral kaACkaADCoO imionicy KACKADCOD IMNIDKICY M ai 4 m essage Visit Pass Holders g Select All EGER Ee F Close heporting Periods Start 1st Period _ D Start 2nd Period D of Weeks of Weeks End 1st Period End 2nd Period Attendance Percentage Decrease Gender Attendance Decrease of 10 or more lv Male WV Female New Members Only New Visit Passes Only M New Members YP between o to D Advanced Criteria Use Advanced Criteria Retention User Guide January 2013 40 gt Links Dr MODULAR SOLUTIONS Attendance Increase Report This report shows members who have had an increase percentage from one period to another This is just the reverse of the attendance decrease so you can see if you target people whose attendance is dropping off then how effective your work is B Attendance Increase The report prints out a list of customers who have had a higher average weekly attendances in Period 2 than in Period 1 The Percentage Increase entered by the user identifies those customers Print who have had a increase in their average weekly attendances between periods equal to or g
21. ghter does lessons with Sa Sales Program Steps Sales Program eS Ca e ed es ETE Ee eed ee Comments NEW CUSTOMER 3 day follow up call 9 08 2008 Not Completed Phone Call TRAINING TR 6 08 2008 Sales Program NEW CUSTOMER 7 day letter 13 08 2008 Not Completed Email TRAINING TR 6 08 2008 Sales Program NEW CUSTOMER 30 day SMS 8 09 2008 Not Completed SMS TRAINING TR 6 08 2008 Sales Program NEW CUSTOMER Session 14 08 2008 NotCompleted Session TRAINING TR 6 08 2008 Sales Program NEW CUSTOMER 180 Loyalty Letter 2 02 2009 Not Completed Letter TRAINING TR 6 08 2008 Sales Program Contact Log Sales Program Steps All Contact Log and Sales Steps Export Contact zaje Print Contact Log Export Sales E Print Sales Steps Export All J Print All E Retention User Guide January 2013 34 ss KR y ES T Links MODULAR SOLUTIONS 3 Choose your filter options if required 4 Choose the Retention program if required 5 Choose one of the export or print options Viewing History of Program Changes Anytime a step is actioned deleted skipped or steps are added this is recorded in the View History changes log This log is viewable from the button left of the seen steps Retention Program Progam Stopped by TRAINING TRAINING View History 06 4ug 2008 06 4ug 2008 06 4ug 2008 06 4ug 2008 06 4ug 2008 06 4ug 2008 06 Aug 2008 06 4ug 2008 06 4ug 2008 06 Aug 2008 06 4ug 2008 06 Aug 2008
22. inks MODULAR SOLUTIONS Email amp Sales Email Templates Email Template Description d Email Text Merge Fields Delete Clear OK Cancel 1 Enter an Email Template Description i e 30 day follow up email 2 Enter the text of the email template Menge Fields a Merge fields can also be included by selecting the Neosat button b Arange of fields are available Retention Template Merge Fiel Select the Field you wish to insert into you Field Name Customer Id Customer First ame Customer Last Hame Customer Title Customer Date of Birth Customer Address Customer Suburb Customer State Customer Postcode Customer Home Phone Customer Work Phone Customer Mobile Phone Customer E mail 3 Click on OK to save the template 4 The template will now show as set Retention User Guide January 2013 Lote amp Se Links MODULAR SOLUTIONS SMS Sales SMS Templates SMS Template Description ml SMS Text Characters Remaining 160 SMS Messages cannot be longer than 160 characters Merge Fields Delete Clear OK Cancel 1 Enter a SMS Template Description i e 60 day follow up SMS 2 Enter the text of the SMS template Merge Fields a Merge fields can also be included by selecting the Nowe Fat button b Arange of fields are available Retention Template Merge Field Select the Field you wich to insert into you Field Name Custome
23. is simple and basic to use but has no billing options The facility bookings module requires more setup but can have multiple facilities or trainers viewed at any one time and charges can be applied if required At each step level you can choose which appointment is selected This will enable the users when actioning a customer s step access the correct appointment facility type automatically TOUR f Appointment a C Facility ry Note For the appointment type to show up the in the drop menu you must have selected Sales Reporting in the appointment type setup Email An email template can be applied to the step by the same manner that it is applied to a non attendance reminder See the system settings section of this user guide for further information Action Email Description Edit Email r Retention User Guide January 2013 5 s Links MODULAR SOLUTIONS In Person An action type of In Person is available however it is assumed that this action type will be used when manual follow up is required Acton In Ferson Letter A letter template can be applied to the step provided it has been setup in the Letter Templates screen See the system settings section of this user guide for further information m Find Description Retention Template Letter Path ame ENU sers michaela Desktop Filess TEMPLATES SAIL Custo Phone Call If the action type is phone call then there are no templates
24. issed Appt B 13 Retention User Guide January 2013 32 S H MODULAR SOLUTIONS Each of the steps can be viewed for further information or actioning by clicking on the button For example by clicking on Step 3 SMS the following screen will appear Sales Program Step for Customer JENNY BLACK 102735 Sox Program Name NEW CUSTOMER Hint Click on SMS to Date Started 8 SEP 2008 D 3 Step 3 Date Due 85EP 2008 D send this SMS Step Name 30 day SMS manually If the mobile number is not cee Sales Staff C By Role TRAINING TRAINING x here you can add It ooo us and it will uodate to SMS Template Description 30 DAY SMS Edit SMS Helo lt lt CustFirstName gt gt You ve made 30 days Congratulations the customer profile Mobile Send SMS Description Date Created 6 AUG 2008 Created By TRAINING TRAINING Comments F Delete Step Skip Step Complete Step OK Cancel If you choose not to send an SMS you can select any of the buttons with the action you would like to do Viewing Past Actions Once steps are actioned and completed the details are disolayed in the top section of the tracking screen The show contacts and show sales steps buttons switch between manual actions created and those that are contacts based on the steps of a retention program You can see in the below screen that a contact log entry for swim lessons discussions is displayed Info Marketing
25. les Staff l C By Role Action Appointment h Achon Appointment Booking C Appointment l Facility HEALTH CLUE TRAINING TRAINING No Appointment Booking has been made Description Date Created E AUG 2008 Created By j RAINING TRAINING Comments Book Delete Step Skip Step Complete Step OE Cancel Appointment At anytime that you open the prospect or customer marketing screen if a step is due today or from today onwards it will display as requiring action You can either make a comment on this screen or click OK to complete it at another stage or action the step at the time Booking Appointments from the Steps Screen Book a Appointment Clicking on the I button will take you through to the appointments screen or the facility booking search screen depending on the appointment type setup You will see below that this takes you through to the facility search screen where dates times can be selected to narrow your search Retention User Guide January 2013 25 s ote JS LINKS P MODULAR SOLUTIONS r F Visual Scheduler Filters DEMO LOC 1 DEMO LOC 2 DEMO LOC 3 DEMO LOC a Available 4 i Apply the following filters to the search E Centre Facilities Between f OJAN 2013 Dl and D Between and Apply Days All Monday Tuesday Wednesday Thursday Friday Saturday Sunday W Calculate OffPeak Charge Faciity ate From Time
26. ll like a program written for them Skip Step To skip a step click on the steam button at the bottom of the step for a customer screen Retention User Guide January 2013 28 Ook pry FI MODULAR SOLUTIONS The status will now show as skipped Frogram Hame NEW ENQUIRY Step H 3 Deleting steps There may be cases where a step is deleted In this case you must be a sales manager to delete a step A deleted step will be removed however the action of the deletion will be trapped in the customer changes log for the program See System Settings section for marking staff as sales managers Authorisation required E Staff Code Password v OF Cancel Delete Step Skip Step Cor Completing steps In some cases a step will be completed automatically for example when a SMS or letter is sent the step is marked as completed or when an appointment is attended For In Person Phone Call and Start up Pack type steps the complete step button will need to be used to complete the step Note This is also done in bulk through the management screen s Program Step for Customer JENNY BLACK Frogram Hame HEW ENQUIRY Shep H 2 Step Mame First Follow Up Call Retention User Guide January 2013 29 ASS Se Links MODULAR SOLUTIONS Editing Steps Once a step has been completed it can be edited if required Any changes to the step are trapped in the changes log Editing the step remo
27. m for example the prospect turns to a dead lead To stop a program click on the Stop Progen button above the displayed steps You will see that the first cell is now displaying the programs status Note You must be a sales manager to stop a program manually Retention Programs Retention Program NEW ENQUIRY Add Hew Program Progam Stopped by TRAINING TRAINING Aua Ut Add Hew Step Stop Program Step 3 Phone Call by 2070872008 Mot Completed T Pending Ra Completed Missed Appt 4 Completing a Program Whenever the last step in the program is actioned either completed or skipped you will be asked if you wish to complete the program The internal status for reporting is different between completed and stopped Completed means that everything that was required to be done is considered done whereas stopped shows that certain parts of the program where forgone Upon actioning of the last step the following message will be displayed You have completed the last step of this Retention Program would you now like to Complete this Retention Program If you click YES the program will be marked as completed Selecting NO will leave it as uncompleted and even though all steps may be completed it will not be seen as completed from a reporting point of view Progam Completed by TRAINING TRAINING Retention User Guide January 2013 3 ote Se Links MODULAR SOLUTIONS Reactiva
28. mths From B AUG 2008 Dl Name BLACK MITCHELL Responsible BLACK JOHN Consultant f TRAINING TRAINING Ferson Pee T j Discounts Concessions Joining fee 0 00 Fee per class 65 00 Di t i DEAL a Pro rata 260 00 E Include next period first child first class Discount 0 00 Next Period 01 Jun 2005 Concession Pay now ee 7 Due 260 00 Family Credit 0 00 ales Program NEW CUSTOMER Amount in Credit Amount to pay 0 00 b m Yacanct a 4u 4u 4u 4u 5e Se Se Se Oc Oc Oc Oc Oc No No No No De De De De De Ja Ja Ja Ja Fe Fe Fe eee Ss a eee De pee sibs Dees DOD e E ee Pes eb Vacancy Ba Fully Booked Vacancy Filled by Make Up Public Holiday v OF a Cancel Retention User Guide January 2013 24 Links MODULAR SOLUTIONS P ia e e Sy gt TD Managing your Programs Steps Due Today When you setup a program any steps that are due on that day or due within a number of days from the start date will pop up on the screen for you to action immediately For example a centre tour is the first item booked for a prospect As soon as the prospect is entered and the record is saved the following screen appears f Sales Program Step for Customer JENNY BLACK 10273 Step Status Not Completed Step Due 13 Aug 7008 Program Name NEW ENQUIRY Date Started E AUG 2008 D Step H 1 Date Due 13 4UG 2008 D Step Mame Tour 12 46 sean Sa
29. of ww TOO Select to include Memberships and or Visit Passes Include Memberships Include Visit Passes Export Membership Graph Visit Pass Graph Select Membership Types Category Type DIRECT DEBIT TERM TERM AND DD TOTAL ACTIVE COMPLIME TOTAL STAFF MEMBERSH CORPORATE MEMBERSHI Select All Select All Select Visit Passes Category Type C 1 HOUR BADMINTON C a C11 HOUR SQUASH COUF I 1 HOUR TABLE TENNIE C 10 ADULT AQUA CLAS 110V ADULT SWIM SPA 10 CONCESSION AQU 10 CONCESSION Swit 20 ADULT SWIM v Select All Select All Retention User Guide January 2013 Al ASS Se Links MODULAR SOLUTIONS No Sale Return Report This report shows the number of customers who did not purchase a membership within the timeframe set by the business operator which is calculated from the end of a tour appointment or the first appointment in a prospect program but do return to purchase a membership The report also shows the number of customers that purchased a membership within the set timeframe f TENEN PTT No Sale Return Re Selection Criteria NSA Timeframe Retention Setting Print The No Sale Return Timetrame is the time in minutes from completion of the first appointment within a Prospect Program to selling a Membership No Sale Return Timeframe Hrs a Mins 45 a Preview Export Date Range for when App
30. ointment Step was completed From Date i D To Date Dl Close Program Usage Analysis This report shows by numbers of attendances in a specified date range which is displayed either in a daily weekly fortnightly tally etc members attending the centre who are on retention program and which program that is and attendances for those members who are not on a retention program Note this is for memberships and visit passes only Selection Criteria r Tally By i F f Day O Week Fortnight Month Quarter Export for Attendances between D and pl Membership Graph Select to include Memberships and or Visit Passes Visit Pass Include Memberships Include Visit Passes Graph Select Membership Types Preview Category CI DIRECT DEBIT FORTNIGH e Close RESULTS TERM MEMBERSHIPS Select All Select ll Select Visit Passes Category LI CASUAL WISIT PASS CI PERSONAL TRAINING Select All Select All Retention User Guide January 2013 A ASS Se Links MODULAR SOLUTIONS Retention Prospect Conversion Performance The step as part of a prospect program at which a prospect is converted to a member visit pass holder or booked into a class is shown in this report Prospect programs can then be reviewed for effectiveness and sales staff performance can also be reviewed as you have the option to breakdown by sales staff 5 Retention Prospect Conversion Performance Re This
31. okings module requires more setup but can have multiple facilities or trainers viewed at any one time and charges can be applied if required At each step level you can choose which appointment is selected This will enable the users when actioning a customer s step access the correct appointment facility type automatically Acton Appointment C Appointment pF O U U U Facility HEALTH CLUE Email An email template can be applied to the step by the same manner that it is applied to a non attendance reminder See the System Settings section of this user guide for further information Action Email Description Edit Email r Retention User Guide January 2013 11 s Links MODULAR SOLUTIONS In Person An action type of In Person is available however it is assumed that this action type will be used when manual follow up is required Acton In Ferson Letter A letter template can be applied to the step provided it has been setup in the Letter Templates screen See the System Settings section of this user guide for further information m Find Description Retention Template Letter Path ame ENU sers michaela Desktop Filess TEMPLATES SAIL Custo Phone Call If the action type is phone call then there are no templates or automation required Schon Phone Call Session You may wish to have a step that Is a session for example e Trial a group exercise class e Trial the Living L
32. on Attendance 30 days 706 40 days 632 180 days 5095 Non Attendance Email Name Send E Mail A i C orbolo RENEE No Email 4ddress gt MATTHEW No Email Address ABDO OMAR No Email Address ABERI TERRI No Email Address ABOU ZEID MOHAM Mo Email Address lt No Email Address gt e ABRAHAMSON JESS THT we Email Viewing Customer Records In the retention management screen if you would like to view a customer s record you can right click on the customer s name and select Show marketing details which will take you to their profile Appointments to book Calls to make Letters Emails and SMS s to send App to Book 0 Letters 0 Emails 0 SMS 0 These tabs appear across the top of the management screen By selecting a tab any appointments calls letters emails or SMS s that need to be actioned will show up in the screen By viewing the due date next to the name you will see when the action is due Current and Missed Appointments By selecting either f Show Missed Appointments f Show Today s Appointments It will either show missed appointments or that day s appointments To rebook a missed appointment right click on the person s name view the customer s appointment details from there go into the appointment screen and drag the person s appointment into an available timeslot Missed appointments can only be moved within the week displayed Doing thi
33. onger Living Stronger program As the user is not necessarily a member that is valid to go that session then a guest pass it allocated to the customer so that they can access the session You can choose a number of days that this guest past stays valid for from the step date For example the step is 7 days in the prospects program and you want the pass to be valid for a further 7 days in case it takes them another week to attend a session Acton Session Set Nbr Days Valid for from this step date Retention User Guide January 2013 12 gt Links MODULAR SOLUTIONS SMS You can assign an SMS template to the step See the System Settings section of this user guide for further information action Descriptors Edit SMS F Start Up Pack The start up pack step is designed so that if you wish to give a pack to a customer either when they first join or after sometime of being a customer then this step can be assigned with the relevant date Quite often start up or joining packs are made up of physical items that can run out If at the time of the start up pack being due to be handed out items is not available this step can be postponed until a later date When the step is then due again this will show through card swipe customer attendance Action REE 10 Enter the date control for this step 11 There are 5 date options available There are 5 date options available fs days fram start date days f
34. pe w DD 7 GOLF 12 Month ALGC and BAYFIT Membership TaD AM 15 Day Trial Membership SOTAAIL 28 Day Trial SMONT Buy Three Months Get Three for Free ALAS agua aerobics 3 month pass iiil Select All Select All Retention User Guide January 2013 39 DE MODULAR SOLUTIONS Average Time of Cancelled Members This report prints a list of cancelled memberships showing the length of time for each membership Once again if the membership has been renewed within the Days between memberships then those days are included in the length of time The report shows the average length of time for memberships shown by membership types For information on how to run this report please see Average time as a Member Attendance Decrease Report This report shows members who have had a decrease percentage from one period or another Used for showing people that are likely to be come Non attendees so you can target them before they stop coming to the centre Fy Attendance Decrease Report The report prints out a list of customers who have had less average weekly attendances in Period 2 than in Period 1 The Percentage Decrease entered by the user identifies those customers who Print have had a decrease in their average weekly attendances between periods equal to or greater than the percentage decrease value entered The Average Weekly Attendance per period is calculated using the sum of attendances within the reporting p
35. pen with the Program Code amp Name fields available Retention Program Setup Retention Settings Frogram Code L Program Hame 2 Enter a code and description to activate the remainder of the screen For example e CODE NEWENQ e DESCRIPTION NEW ENQUIRY 3 Select that the program is a PROSPECT PROGRAM Retention Program Setup Retention Settings Program Code NEWENG J lv Active l l Prospect Default Program Name NEW ENQUIRY Retention C Retention Program 4 You can now begin to enter the steps that relate to the program 5 Enter a step description Add New 5 lep Step Step Hame Centre Tour 6 Enter the staff member or team that will complete the task If sales staff is selected then when a customer is assigned to a program it will ask the user which staff member the steps should be assigned to Assign To C Sales Stat f By Role Lifeguard Acton Swim Teacher Customer Service Retention User Guide January 2013 gt Links MODULAR SOLUTIONS 7 Enter the action type for the step Actor Appointment E mall In Ferson Letter Phone Call Session SMS Startup Pack The options available for each action will vary depending on the action type selected Appointment Either the appointments scheduler in the POS module or facility can be used for retention step appointments The benefits vary depending on the outcome required The appointments scheduler
36. r Id Customer First ame Customer Last Name Customer Title Customer Date of Birth Customer Address Customer Suburb Customer State Customer Postcode Customer Home Phone Customer Work Phone Customer Mobile Phone Customer Email 3 Click on OK to save the template 4 The template will now show as set Retention User Guide January 2013 ASS Se Links MODULAR SOLUTIONS Letter When you select the letter option the letters that have been pre assigned to the retention data source will be viewable See the Letter Templates section of this user guide for further information Letter Templates Description Filename Retention C Users michaelasDesktop FilesS TEMPLATES All Adding Letter Templates Before letter templates can be assigned to steps or non attendance reminders they must first be setup in the letter templates screen This screen is found in Admin gt Letters gt Templates The data source for these Is Retention If you are unsure how to setup letter templates please see the Admin user guide for further information Setting Tasks to do Reminders To avoid the missing of standard tasks follow up reminders can be set for staff to mark that they have completed them These may include items such e Empty Lead Boxes e Hand out 7 day passes in the gym e Contact Expired Members You can also select to set reminders on reports so that they are not missed in either being printed or a mail merge sent from them
37. reater than the percentage increase value entered Export The Average Weekly Attendance per period is calculated using the sum of attendances within the reporting period divided by the number of weeks for the reporting period Location Demo Location 1 al Selection Criteria Customers r Retention Programs F Members Setup Mai m Include Suspended Not on a Program Graph Preview Members E30 RETENTION Ral waChADCO Imionicy E30 RENTETION PROGRAM KACKADCD IMMIOKICY Select All Visit Pass Holders a m Reporting Periods Start 1st Period D of Weeks End 1st Period J nd Reporting Period mu Reporting Periods must Start 2nd Period D of Weeks End 2nd Period Nbr Days 0 Attendance Percentage Increase Attendance Increase of fo or more Gender V Male V Female Message ikte New Members Only New Yisit Passes Only New Members YP between o to o Advanced Criteria Use Advanced Criteria Program Usage Analysis Report This report looks at attendance of members and VP holders who are on a program so you can track the increase in attendance you are getting from people that are on a program amp Retention Program Usage Analysis Report Location Demo Location 1 Selection Criteria Tally By for Attendances between Day C Week C Fortnight C Month C Quarter a
38. report shows at which step in the Prospect Program the customer is converted to a Member YP holder or student Selection Criteria Date Range when Prospect Program was Stopped This is the Date when the Prospect Program has been stopped automatically by Links as the Customer has purchased ether a Membership Visit Pass or Student Booking Since the Customer is no longer a Prospect there ig no need to remain on a Retention Prospect Program From Date l D To Date Dj Breakdown by Staff Breakdown by SalesPerson Sales Person Performance Report This report will show which steps were completed by each staff member as a tally for the date range entered The steps are reported on by action type and therefore the tally is categorised by how many phone calls appointments booked etc each staff member has completed Therefore overall staff performance can be measured and individual staff members that are performing well can be given recognition _ wo Person Performance Report Selection Criteria Date Hange for completed Retention Steps The Retention Steps selected for this report are those steps that have a completion date which Fall within this date range selected From D ate D To Date D Retention User Guide January 2013 43 Oe Li LIN r MODULAR SOLUTIONS Glossary Appointments e Fitness Consultations e An appointment where a member s health and fitness is assessed and recorded by a Gym Instruc
39. rom within days from start date days from completion date f Within to days from start date e days trom start date This will make the step due at a number of days for example o Program is started on July Ist o Date control for step is 7 days from start date o The step becomes due on July 8th e days from a Step This will make the step due the set number of days after the selected step e Within days from start date If this option is selected the step will show as due for all the days between the start of the program and the final day it is due For example Retention User Guide January 2013 13 s gt Links MODULAR SOLUTIONS o Program starts on July 1st o Date control for step is within 7 days from start date o The step shows as due on O July lst 2nd 3rd 4th 6th 7th amp th e days from a Step Completion Date This will make the step due the set number of days after the selected step Is completed e Within to days from start date This will allow the step to display similar to within days from start however the first date is not from the start of the program For example within 7 to 14 days of the program start date 12 Enter a description for the step if required You may to for example enter what should be said in a phone call for this step The description will show in the customers tracking screen so that staff can see what Is required from the step Description l A
40. s Delete Step Skip Step Complete Step OK Cancel Retention User Guide January 2013 27 ore fe Se Links MODULAR SOLUTIONS Missed Appointment Steps If an appointment has been booked against a step but then the appointment is then not attended the status will be automatically changed to Missed Appointment These steps will then show as Missed Appointments in the Management screen B Sales Program Step for Customer JENNY BLACK 102735 Program Mame NEWFAMEM Date Started 13 AUG 2008 D Step H fi Date Due 13 AUG 2008 Dl Step Name Health Assessment 17 f Sales Staff Assign To TRAINING TRAINING o o C By Role TRAINING TRAINING Action Appointment Action Appointment Booking Appointment Facility HEALTH CLUE Appointment has been Missed Description Date Created E AUG 2008 Created By TRAINING TRAINING Comments Delete Step Skip Shep Complete Step OF Cancel Rebooking Missed Appointment To rebook a missed appointment go into appointments or facility bookings and cancel and rebook the appointment without leaving the screen The missed appointment will disappear from the missed appointment list and the step the appointment is linked to will be Updated Skipping steps In some cases steps will not be required for example a customer does not want to complete a program show as they have been a regular trainer for a long time but would sti
41. s changes the appointment status to pending again In the booking is a facility booking then you can change the details in the booking screen Retention User Guide January 2013 38 ASS A Se Links MODULAR SOLUTIONS Reporting on your Programs Reporting gt Retention Sales Report This report will show you the amount of sales a staff member has made Step Analysis Report Allows you to gather raw data on where people are at with their steps Average Time as a Member This report prints a list of current memberships showing the length of time for each membership If the membership has been renewed within the Days between memberships then those days are included in the length of time This report also shows the average length of time for memberships shown by membership types In the selection criteria enter the date that you would like the report to run up to i e it will show members who started before this date By selecting Show summary only the report will be refined to only show the membership type and numbers You can choose how many days between memberships you would like to include in the report Selection Criteria Show Members who started before pl Daves between Memberships 0 Show Summary only By selecting the Category and Type as shown below you determine what memberships the report will include Select Membership Type s Perpetual T erm ie Al C Perpetual only C Term Only Category Ty
42. that Task To Do is overdue To complete a task click the completed box next to the task and it will be deleted from the screen The same task may pop up again if it is a reoccurring task E g weekly fortnightly etc Non Attendance The Non Attendance screen is also in the Retention Management screen It will show members who have not attended for the number of days specified E g In this example at 30 days non attendance a phone is the action required Hon Attendance 30 days 708 g0 days B32 180 days S035 Hon Attendance Phone Call Name Complete Home Phone Last Visit A b 7 0425942800 Tee ABDULLAHI MOHAM E 043444 DES 257082 ABDULLAHI MOHAM No Phone Numb 14 0620 AGGETT CHRISTOF 96963025 257072 AHAMED AL KUWAN 0450451650 ef Deel AHMED AHMED 0424630996 01 0920 AITEEN HEATHER 939854815 ory fel AL BOUTHABET ALI g O422 610 726 OF 0620 ay Mm gt Once a person has been contacted by the action required by clicking the complete box next to their name their name will disappear off the list Retention User Guide January 2013 37 s gt Links MODULAR SOLUTIONS Bulk E Mails SMS and Letters If an email SMS or letter is set for any of the non attendance these options can be actioned in bulk E g In this example at 90 days non attendance an email is the action required By selecting the whole list everyone in the list who has an email will receive an email H
43. ting a Program In some cases a program may have been accidently stopped or completed If a staff member has the appropriate rights Sales Manager they can click on the white Program Completed Button and the following screen will appear Click on the Re Activate Program button to activate x Retention Program Stopped Program Code NEW ENQUIRY Program Name NEw ENQUIRY Customer Id 102735 Customer Name JENNY BLACK Stopped By TRAINING TRAINING Stopped Date 06 Aug 2008 Date of Last Completed Step ine Steps Completed ia Comments Re Activate Program Cancel Viewing Programs on an Individual Basis Programs can be viewed in both the Customer Marketing and Prospect screens The most active program will be displayed by default and then you can switch to other programs if required For example a customer is now a member but was in the past a prospect Their prospect program is still viewable by changing the drop down however by default their membership retention program Is displayed B Customer Marketing Details Customer ID 1027 x Customer Id 102735 El Name BLACK JENNY G fF Lial Show Contacts Show Sales Steps Staff New Next Previous Reazon Export Print Method Comment Retention Programs Retention Program NEW CUSTOMER Add Hew Program Add New Step Stop Program uou eas Not Completed Ee Pending Appt Skip ee gt Completed M
44. tor e Program Show e An appointment where a member is shown through their personalised gym program Retention e Retention is simply the act of retaining something using this retention program the aim is to retain as many members as possible Prospect e A prospect is a potential member Sales Appointments e A prospect attends an appointment at the centre at which they will be toured through the centre and explained member prices and details Sales Managers amp Sales Staff Members e In staff set up if a person is checked under Sales Manager they have full access to the retention program To have access to the Management Screen you must have Sales selected under Staff Members Roles In order a Sales Staff member to be assigned to steps of a member s program they must have Sales selected also Retention User Guide January 2013 44
45. ves any previous completion or skipping and returns the status back to Not Completed Edit Step By clicking on the eam the status will be returned to Not Completed Adding a Step You can manually add a step for an individual customer This will affect only the customer it Is set for This is complete from either the prospect or customer marketing screen Add New Prograrn Add New Step Stop Program Add New Step 1 Click on The steps screen will now be displayed 2 Complete the fields as you would for setting up a step for the entire program Retention Program Retin Programs 3 You will need to select the position the step takes based on which step it follows 4 A description cannot be entered for a step entered on the fly only comments 5 An example of such a step may be an extra follow up call or extra free program show Sales Program Step for Customer JENNY BLACK 10273 mmmn Program Name NEW CUSTOMER New Step New Step Position Date Started D Step z G Step First Step Date Due r o Step Name C Sales Staff Assign To PS C By Role Action Description Date Created oOo Created By TRAINING TRAINING Comments P Retention User Guide January 2013 30 OK Cancel ASS Se Links MODULAR SOLUTIONS Stopping a Program Prospect programs will be stopped when that customer is sold a membership You can also choose to manually stop a progra
46. yed unless the visit pass type is assigned to a particular sales program This screen is displayed after the transaction is finalised Then this screen displays CUSTOMER Retention User Guide January 2013 23 PS Sr MODULAR SOLUTIONS If the program you have selected has steps that are assigned to an individual sales staff member then the following screen will appear where you can select which staff member you wish the steps to be assigned to S Secures M Select the Staff Member you want these Retention Program Steps assigned to Stafi Members iii v OK Assigning Students to a Program Point of Sale gt Customers gt Customers gt Marketing or when signing the Student up to a class Students like members or visit pass holders can be assigned to a program There may be q different program for students and this is depicted by the class types and settings that are assigned to the program in its initial setup If you only have one program that is allocated to students then only this one program will be shown in the booking screen The drop down is available from the bottom left hand side of the create student booking screen CEEE O O OOOO Class Details Class Level Minnow Day Wednesday Stark Time 10 00 4M Teacher JUNCONFIRMED UNCONFIRMEL End Time MUON Area LP1 Booking Type Term X Direct debit Perpetual O Makeup O Casual Student Details Booking Details Student Mo 102737 Age 2yrs d
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