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This page will explain the Follow-Up schedule within InTouch Follow-Up and how you can customize it for your club.

Follow-Up

The Follow-Up The FollowUp schedule determines all of the automated communication (call scheduling, emails and texts) for your club. By setting one Follow-Up cycle for all your staff, you ensure that each lead and member receives a consistent message from your club.

To view the Follow-Up FollowUp Schedule

  1. Select the Follow-Up FollowUp Tab
  2. Select Memberships (for Membership Leads), Personal Training, Members or Text Alerts
  3. To view email or text alert content, select the email you wish to see and click View

How it Works

The Follow-Up schedule is set by lead type and also lifecycle group.  There are different groups based on how the lead was created (ie: phone-in vs walk-in) or the actions taken with that lead (ie: showed up for an appt or put on a trialEach lifecycle group can have its own schedule of calls, emails and texts (see Types of FollowUp below). As a lead goes through its lifecycle, its group will automatically change. For example, let’s say you put someone on a 7-day trial so they automatically go into the Current Trial group. On day 8, this lead automatically goes to the Expired Trial.

Options include

Membership Lead Follow-Up

This type is further broken down into r No Club Visits, Visited Club, Current Trial, Expired Trial, and Referral Sales Follow-Up (for the sales person to follow up after the sale and get referrals). Each of these groups has it's own Follow-Up cycle for the following:a lead comes in today and wants to try out the club so you move them to a Trial for 7 days. This This lead is put into the Trial group and today is Day 1. The lead will remain in this group for 7 days. On Day 8, the lead will automatically move to the Expired Trial group and start in that group as Expired Trial Day 1.

The lifecycle groups include:

  • Membership Leads (further broken into No Club Visits, Visited Club, Trials, Expired Trials and Referral Sales FollowUp)
  • Personal Training Leads
  • Members

Types of FollowUp

  • Day X Emails: Emails that are sent based on how many days the lead has been in that particular lifecycle group.
  • Web Lead, Web Referral & Facebook Emails: An introductory email specific for leads that come from your integrated Web Site, Web Referral Site or club Facebook page.
  • Day X Text Messages: SMS Text Messages that are sent based on how many days the lead has been in that particular lifecycle group (text features vary by country).
  • Calls: When and how frequently staff will have a call scheduled on their agenda.Web Lead & Facebook Emails: An introductory email specific for a website leads and Facebook lead (under Other)
  • Text message alerts for appointments (such as Club Tours)

Personal Training Lead Follow-Up

  • Emails, calls and a text message alert for a PT Sales Appointment
  • Text message alerts for appointments (such as a PT Sales Appt)

Members Follow-Up

  • Emails and calls for the Member Retention Owner (this might be the sales person or it might be a second person at your club that is assigned to this member for retention)
    • Text message alerts for member-type appointments (Orientation, On-Boarding Meeting, etc)
    Follow-Up Examples

    The Follow-Up schedule can be customized by your club’s administrator(s), but an example of what an email or text message might look like is below.

     

     
    • Email and Text Blasts can also be sent from the FollowUp tab - please see Email Blasts or Text Blasts for that information