Member - At Risk Status
The 'Member - At Risk' Status is a Club OS member retention status used to help nurture existing active members who have been flagged as at risk for cancellation. Members who are flagged as one of the following by VI Smart Engagement, based on predictive analytics, are moved from the 'Member' status into 'Member- At Risk' status:
- End of Annual Contract
- Increase Usage
- Member Onboarding
- PPV
- Reduce Attrition
Member - At Risk Follow-Ups
Just like all other follow up tasks, staff complete 'Member - At Risk' follow ups in the Follow Up Widget on the Club OS homepage.
**Member - At Risk Follow Up tasks are always at the top of the Follow Up Widget, including overdue At Risk follow up tasks
Upon clicking the follow-up button, a summary of why the member was flagged as 'Member - At Risk', as well as a suggested offer, is shown. This information is displayed to staff in the notes on the right side of the follow up modal. It's suggested this is read prior to the completion of the follow up!
Smart Engagement Surveys
After a successful contact is made, the Smart Engagement Survey should be completed in order to provide feedback to VI Smart Engagement. Surveys will be available when completing a follow up on the call tab, or when responding to a message from a member in the At Risk status.
Unflagging At Risk Members
Once VI Smart Engagement has unflagged the member, or once an employee has elected to remove remaining At Risk follow-ups on the Smart Engagement survey, the member moves out of the 'Member - At Risk' status and back into the 'Member' status to resume member follow ups.
