Keeping members engaged is essential for long-term retention. XLerate’s at-risk member workflows help you reach out at important moments when a member may be at risk of churning:
- Their membership is about to expire.
- They are running low on credits.
- They have not visited your studio recently.
Each workflow includes a ready-made sequence that you can customise to match your retention strategy.
These workflows are available in Connect > Automations for locations with XLerate access.
In this article
- At-risk member workflows
- How to access and customise a workflow
- Member expiring
- Credits Left
- Days since last visit
- Important information
At-risk member workflows
Member expiring
Reach members whose active unlimited membership is approaching its expiry date.
The default sequence sends emails and SMS messages:
- 30 days before expiry
- 14 days before expiry
- 7 days before expiry
- 3 days before expiry
- 1 day before expiry
Credits Left
Reach members when they are running low on credits and may be ready to purchase again.
You can create workflow variants based on:
- The member’s total credits remaining across all active service credit packs and manually added credits.
- The credits remaining on a specific plan.
The default sequence includes:
- A push notification when the member has 2 credits left.
- Email and push notifications when the member has 1 credit left.
Days since last visit
Reach members when they have not visited your studio recently.
The default sequence includes:
- A push notification 14 days after the member’s last visit.
- An email 21 days after their last visit.
- A staff task 30 days after their last visit.
Members with a future booking already scheduled are automatically excluded from this workflow.
How to access and customise a workflow
- Go to Connect > Automations.
- Find the workflow you want to use:
- Member expiring
- Credits Left
- Days since last visit
- Select the workflow to view its settings and message sequence.
- Activate the workflow or switch it off as needed.
- Review the workflow’s targeting conditions and audience.
- Edit the content or timing of each step.
- Enable or disable individual steps.
- Select Add message to add additional messages or actions to the sequence.
Depending on the workflow, you can add or customise emails, SMS messages, push notifications and staff tasks.
Member expiring
The Member expiring workflow helps you contact members before their active unlimited membership expires.
How members are targeted
The workflow targets members who:
- Have an active unlimited membership.
- Are approaching their membership expiry date.
- Do not have a consecutive membership scheduled.
- Do not have a future membership scheduled.
When the workflow stops
The workflow stops sending future steps when the member:
- Purchases a new membership.
- Reaches their membership expiry date.
- Cancels their membership.
Customise the sequence
You can:
- Edit the content of each email or SMS message.
- Enable or disable individual steps.
- Change the timing of messages.
- Add additional emails, SMS messages or push notifications.
Important information
SMS steps require available SMS credits to be sent.
Restricted, roaming and group memberships are not currently targeted by this workflow.
Credits Left
The Credits Left workflow helps you engage members before they use all the credits available on their membership or plan.
How credits are calculated
You can target members based on either:
- Their total credits remaining across all active service credit packs and manually added credits, including manually added credits.
- The credits remaining on a specific plan.
You can create separate workflow variants for different audiences, such as active members or active trials. Each variant can be switched on or off independently.
Customise the sequence
The default sequence provides a starting point, but you can:
- Edit the timing of each step.
- Change the message content.
- Enable or disable individual steps.
- Add additional messages or actions.
Days since last visit
The Days since last visit workflow helps you identify and re-engage members who may be becoming less active.
A longer gap between visits can be an early sign that a member may need additional encouragement or support.
How members are targeted
You can create separate workflow variants for different audiences, such as:
- Active members.
- Active trials.
- Leads.
Each variant can be switched on or off independently.
The workflow uses the same visit logic as the rest of Glofox. For more information, see Understanding the Visits Report.
Future bookings
Members who have not visited recently but already have a future booking scheduled are automatically excluded. They will not receive steps from this workflow while that booking is scheduled.
Customise the sequence
You can:
- Edit the timing of each step.
- Change the message content.
- Enable or disable individual steps.
- Add additional messages or actions.
Important information
XLerate is required
These workflows are only available to locations with XLerate access.
Workflow variants
Where a workflow supports multiple variants, each variant has its own audience and can be activated or deactivated independently.
Available audiences
Audience options that do not meet a workflow’s conditions are not shown in the audience menu.
Customise before activating
Review the default sequence, audience and message content before activating a workflow. The preset sequence is designed as a starting point and can be adjusted to suit your studio’s communication and retention strategy.
If you have any queries on the above, please contact our Support team.