PR-4101 · Live
Membership Pulse
When a membership is coming up for renewal, our platform handles the outreach automatically with a timed sequence of SMS and email outreach. The Membership Coordinator only gets involved when a customer responds or needs a manual touch. Members who don't renew are flagged in a win-back queue, pre-populated with the account context needed to make the call worth making.
The promise
The Membership Coordinator stops tracking renewal dates by hand and chasing lapsed members without context. Outreach goes out on schedule, and the members who don't respond land in a queue that's already ready to work.
How it works
The path from input to value.
- 01
Upcoming renewals are identified
The platform monitors membership expiration dates continuously. When a membership enters the configured renewal window, it's queued for outreach automatically — no manual list-building required.
- 02
Outreach goes out on the configured cadence
Each member in the renewal window receives outreach via the configured channels — SMS, email, or AI call — on the schedule the Membership Coordinator has set up. The sequence runs without anyone managing it.
- 03
Responses route to the coordinator
When a member replies, confirms, or asks a question, the response lands in the coordinator's queue with the member's account context already pulled. The coordinator works the conversations that need a human, not the ones that don't.
- 04
Lapsed members land in the win-back queue
When a membership expires without renewal, the member moves to the win-back queue automatically. Each entry shows the membership history, last service date, and prior outreach attempts so the coordinator picks up the phone with the full picture.
- 05
Every renewal and lapse is tracked
Each step writes back to the member's record automatically whether its: outreach sent, channel used, response received, outcome logged. Nothing falls through and nothing has to be entered by hand.
The day before. The day after.
Same moments. Lived differently.
Pulls the membership expiration report from the FSM. Filters by the next 30 days. Starts building an outreach list by hand.
8:00 AMOpens the renewal dashboard. Outreach for this week's expiring members already went out on schedule. Three responses are in the queue, each with the member's plan and history already loaded.
8:00 AMBefore
Pulls the membership expiration report from the FSM. Filters by the next 30 days. Starts building an outreach list by hand.
After
Opens the renewal dashboard. Outreach for this week's expiring members already went out on schedule. Three responses are in the queue, each with the member's plan and history already loaded.
Sends renewal emails one at a time, copying in the member's name and plan details from a separate tab.
10:00 AMWorks the response queue. Two members confirm via SMS without a call needed. One needs a conversation — account context is already on screen.
10:00 AMBefore
Sends renewal emails one at a time, copying in the member's name and plan details from a separate tab.
After
Works the response queue. Two members confirm via SMS without a call needed. One needs a conversation — account context is already on screen.
Three members who didn't respond to last week's email need a follow-up. Coordinator works through them from memory, without knowing whether any of the original emails were opened.
1:30 PMSecond-touch outreach for non-responders went out automatically. Coordinator hasn't had to think about the cadence once.
1:30 PMBefore
Three members who didn't respond to last week's email need a follow-up. Coordinator works through them from memory, without knowing whether any of the original emails were opened.
After
Second-touch outreach for non-responders went out automatically. Coordinator hasn't had to think about the cadence once.
Checks the list of members who lapsed last month. No context on why. Calls start cold.
4:00 PMOpens the win-back queue. Every lapsed member has their history, last service date, and a note on where outreach left off. First call has everything needed to make it count.
4:00 PMBefore
Checks the list of members who lapsed last month. No context on why. Calls start cold.
After
Opens the win-back queue. Every lapsed member has their history, last service date, and a note on where outreach left off. First call has everything needed to make it count.
What it doesn’t do
The edges we drew on purpose.
A product that tries to do everything ends up doing nothing well. Here’s what we left out, and why we don’t feel bad about it.
- ×Does not process membership payments or generate renewal invoices.
- ×Does not handle membership tier changes, upgrades, or plan modifications.
- ×Does not send outreach outside of the configured renewal window.
- ×Does not manage inbound membership inquiries unrelated to renewal.