PR-4101 · Live
Membership Pulse
When a membership is coming up for renewal, Membership Pulse handles the outreach for you. It runs a timed sequence of SMS and email touches on the schedule you set, so the Membership Coordinator gets involved only when a customer replies or needs a personal call. Members who do not renew move into a win-back queue that already carries the account context that makes the call worth making: their membership history, last service date, and where the earlier outreach left off.
The promise
The Membership Coordinator stops tracking renewal dates by hand and stops chasing lapsed members without context. Outreach goes out on schedule, and the members who do not respond land in a queue that is already ready to work. The coordinator spends their hours on the conversations that move the renewal number, with the account context already on screen when they pick up the phone.
How it works
The path from input to value.
- 01
Upcoming renewals are identified
Membership Pulse watches membership expiration dates. When a membership enters the configured renewal window, it is queued for outreach automatically, with no list-building.
- 02
Outreach goes out on the configured cadence
Each member in the renewal window receives outreach over the configured channels, SMS, email, or AI call, on the schedule the coordinator set. 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. They work the conversations that need a person.
- 04
Lapsed members land in the win-back queue
When a membership expires without renewing, the member moves to the win-back queue. Each entry shows the membership history, last service date, and prior outreach attempts.
- 05
Every renewal and lapse is tracked
Each step writes back to the member's record on its own: outreach sent, channel used, response received, and outcome logged. Nothing has to be entered by hand.
The day before. The day after.
Same moments. Lived differently.
The Membership Coordinator pulls the membership expiration report from the FSM. They filter it to the next 30 days and start building an outreach list by hand.
8:00 AMThey open 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
The Membership Coordinator pulls the membership expiration report from the FSM. They filter it to the next 30 days and start building an outreach list by hand.
After
They open 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.
They send renewal emails one at a time, copying in each member's name and plan details from a separate tab.
10:00 AMThey work the response queue. Two members confirm over SMS with no call needed. One needs a conversation, and the account context is already on screen.
10:00 AMBefore
They send renewal emails one at a time, copying in each member's name and plan details from a separate tab.
After
They work the response queue. Two members confirm over SMS with no call needed. One needs a conversation, and the account context is already on screen.
Three members who did not respond to last week's email need a follow-up. They work through them from memory, without knowing whether any of the original emails were opened.
1:30 PMSecond-touch outreach for the non-responders went out automatically. They have not had to think about the cadence once.
1:30 PMBefore
Three members who did not respond to last week's email need a follow-up. They work through them from memory, without knowing whether any of the original emails were opened.
After
Second-touch outreach for the non-responders went out automatically. They have not had to think about the cadence once.
They check the list of members who lapsed last month. There is no context on why they left, so the calls start cold.
4:00 PMThey open the win-back queue. Every lapsed member has their history, last service date, and a note on where outreach left off. The first call has everything it needs to count.
4:00 PMBefore
They check the list of members who lapsed last month. There is no context on why they left, so the calls start cold.
After
They open the win-back queue. Every lapsed member has their history, last service date, and a note on where outreach left off. The first call has everything it needs to 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.