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All About Follow-Up

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 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 Schedule

  1. Select the Follow-Up 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 trial). 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:

  • Day X Emails: Emails that are sent based on how many days the lead has been in that particular lifecycle group.
  • 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.

 

 

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