Customer Requirements Overview

Customer Requirements reference Customer Segments to restrict enrollment types to certain customers or restrict promo codes to certain contract holders.

Customer Requirement applied on an Enrollment type  restrict customers added to that enrollment to those that meet the requirement.  If the customer later becomes invalid, they will alert at check in if the check in guard is enabled. There are tools to bulk change enrollment types on invalid customers in Manage > Contracts > Bulk Recurring Changes. 

Customer requirement applied to Promo Code looks at the Contract Holder to see if they meet the customer requirement.  They can also optionally ask for an attachment to make the promo code valid. NOTE: if no attachment is required, apply both the Requirement AND the same segment to the promo code or just use a customer segment to restrict the promotion. Example below

Contracts are NOT changed automatically when they fail a customer requirement but there are tools to view and manage the changes.

A Check-in Guard can be configured to alert when customers do not meet the customer requirement.

Create a Customer Requirement

Before making a customer requirement:

1. Make sure you make a segment that will capture people who should QUALIFY. 
   
   
2. IF your Requirement involves an attachment (ie, student will submit student schedule) then create that attachment (with or without validation)
   
   

Go to Manage Menu > Customer Segments & Requirements >  ‘Customer Requirements’ (Tab) > New Customer Requirement

• Select a Customer Segment - this segment should reflect people who are VALID for this customer requirement
  
  
• Resolution Action:
  • Select None if the customer cannot resolve themselves
  • Select Attachment if a customer can upload a document to resolve (ie, load student info to be validated). See Attachments and Validation settings
    
    
• Enforcement
  • Warn will display a message but will not stop them from proceeding; Prevent will stop them from proceeding.
    
    
  • Configure your staff facing and customer facing language here.
    • Staff Facing language is displayed in the alert on the contract AND in the check in screen messaging.
    • Customer facing language is displayed at sign up with where they upload the attachment
      

See Examples below

Assign a Customer Requirement to an Enrollment Type

In Build  > Plans > Manage Plans ‘Enrollment Types’ (Tab) > Create/Edit an Enrollment Type > Enable Customer Requirement (Toggle) > Define Requirement (Dropdown)

Assign a Customer Requirement to a Promo Code

Customer Requirements can be assigned to a Contract Promotion code. Customer segments alone can be used on Product Promotions.

For Contract Promotions, assign the requirement on the Customer Restrictions tab of Promotions.  Note that you will also see a segment can be applied on this tab in addition to the customer requirement.

If customer requirement asks for an attachment, leave the customer segment blank and only assign the requirement.  

If the customer requirement does NOT as for an attachment, add the segment to ensure that the promo code will not work if they don't meet the segment.  If the segment is not assigned in addition to the requirement, the promo code will still work, and they will alert after the fact.

See Promo Codes for more info

Alert on check-in for invalid customer requirements.

Add Check-in Guard to optionally alert for contracts with invalid requirements when checking-in.

• Check-in Rule can be found in the list of check-in rules defined as: ‘Customer_Requirement_Rule.’ 
• When added, it will alert on check-in for  all contract holders and enrollees on a contract that has any missing customer requirements for that plan.

In Manage Menu > Organization & Facility Settings > Check-in Guards (dropdown) > Add Check-in Rule > Customer_Requirement_Rule

Adding Attachment to the Contract/Customer

See Attachments and pending validation for customer and staff views/workflows HERE

View/Manage Contracts with Invalid Customer Requirements

Go to Manage > Contracts > Invalid Contracts

There are two tabs here: Invalid Enrollments and Invalid Contract promotions where you can view everything that doesn't match an applied customer requirement.

If the customer requirement requires an attachment

Invalid Enrollment Types

Invalid Enrollment types do not change in their dues rate automatically.  They can either be

• moved to a new enrollment type (individually as need or in "batches" using customer segments), which will put them at a new dues rate
• terminated (individually or in batches)
• left as is.

Moving an Invalid Enrollment to a Different Enrollment type

This can be done on an individual contract by clicking Edit Membership/Edit Booking, go to Customer tab, remove from enrollment type, add to another (remove, then find in search under the Recent on Workstation tab)

To do in bulk

1. Go to Manage > Contracts > Bulk Recurring Changes > Enrollment Type Changes

• In the Enrollment Selector, Pick the plan, facilities, and enrollment type to/from and click Generate to view who that would change.  No changes will be made at this step.
  
  
• Once generated, you can review the list.  Check the box at left to INCLUDE that enrollment in the change
  
• Click to Add Enrollments to the change queue, then view them on the Change Queue tab
  • Here you can review the total impacts in counts and $ values.
  • Ensure you want to make the change and click Execute.  THERE IS NO UNDO!

2. (optional) Create a Customer Segment to use in the bulk change

If you want to limit the enrollment type change to just certain customers, you can do so with a customer segment.  Make the segment to capture the people you WANT to bulk change and use that in the filter above.

For example, create a segment that matches all of the following:

• • Use the Contracts/Enrollments condition in the Customer Activity tab. This will exclude people who started a membership in the last 30 days so you can give them a grace period before changing.
    • Set to DOES NOT match the following
    • Add the Membership plan type,
    • Check the box for Started status,
    • Set relative date to sub 30 days to end of day
      
      
  • Add second condition for Attachments in the customer activity tab. This will exclude people from the segment if their attachment expired in the last 30 days to give these folks a grace period as well.
    • Set to DOES NOT MATCH the following.
    • add your Student schedule attachment, expired dates and relative range of sub 30 days - end of day
    • set both conditions to DOES NOT match: this should exclude people

• Use this segment in the bulk change tool

Invalid Contract promos

There is no bulk edit to remove promo codes.  If the invalid promo code should be removed, you must Edit Membership and

• remove the promo code
• Review and Accept the Changes to Pricing
• Optionally invoice prorated dues (toggle off to make change effective next biling without charging prorate)

Example Customer Requirements in Use

Active Membership Required for a Member enrollment type

If you offer Member & Non-member pricing on any of your plans, then you want to use this customer requirement.

1. Create the Customer Segment

Manage > Customer Segments & Requirements > Segments

• Toggle the Admin only setting ON in the segment to better protect it from unintended edits.  Editing the segment will break your requirement!
  
  
• Add Condition and select Contracts/Enrollments in the Customer Activity Tab
  
  • Add the Plan/category of plans that are considered Active members.
  • Status is Active Only 
  • Relative Date and leave as Start of Day > End of Day
  • With customer as: Enrollment - this means that the enrollments of these plans are considered the active member, not the contract holder (assuming contract holder is not also an enrollee). 

2. Create the Customer Requirement 

Manage > Customer Segments & Requirements > Customer Requirements

• Select the Segment you created.
• Resolution Action is None
• Enforcement is Prevent / Prevent (unless you only want to warn staff) and you can craft your staff/customer enforcement language

3. Apply Requirement to the Member Enrollment Type

Build > Plans > Enrollment Types.

• Edit Enrollment Type and add requirement with toggle at the bottom
• Any plan that uses this enrollment type will use this customer requirement
• Be sure to read about the Friends and Family function in Redpoint.  Members that want to book classes for their other member friends will need to link up their online profiles via this tool, and they can self-manage it through their own customer portal!

Student Enrollment requires a School Schedule submitted for validation

This is just one way of implementing a student requirement on the enrollment type. It requires an attachment be submitted, and a valid attachment is needed for the contract to remain un-alerted.

1. Create the Attachment to "receive" the student proof.
Manage > Organization & Facility > Attachment Types

• Set the attachment to expire if you want to trigger the student to resubmit a schedule periodically
• Require Validation - toggle on to put the attachment in a queue for staff to view and validate/reject.
  
  

2. Create the Customer Segment in Manage > Customer Segments & Requirements > Segments

Toggle ON Modifications locked to administrators, otherwise someone with segment access may accidentally break your customer requirement!

Shown below is the segment to configure.  It looks for An Unexpired Student Attachment that has been validated.  People meeting this segment will be a valid student enrollment

• Click Add Condition and select the Attachments constraint under the Customer Activity tab
  
  
• Configure the constraint as follows:
  • Select the Student attachment type you created
  • Select Non-expired only
  • Create date: No filter
  • Validation Status : Validated

3. Create the Customer Requirement 

• Go to Manage > Customer Segments & Requirements > Customer Requirements tab
  
  
• Select the segment you created above
  
  
• Resolution Action - select Attachment. 
  • This will prompt them to upload an attachment when purchasing online. 
    • On a kiosk in the gym they can't upload, but once logged into their portal they CAN see that the attachment is due and can upload it after making their kiosk purchase. 
    • If needed, staff can also manually add an attachment on the attachments tab of the customer's record.  Manually added attachments are considered validated.  They will follow the attachment expiration rules
      
      
• Enforcement settings
  • Prevent/Prevent to restrict both staff and customers.  Certain staff can have override permission.  Prevent/Warn to Prevent customer but only warn, not restrict, staff.

4. Create Enrollment Type and Apply this Requirement

• Go to Build > Plans > Enrollment Types tab
  
  
• Create new or Edit existing enrollment type. 
  NOTE: if editing existing, expand the Enrollment type row to see other plans using this enrollment type to see what other plans use this enrollment type - they will also be impacted!
  
  
• Optionally add an age restriction (ie, 18+ to limit it to college students)
  
• At the bottom of the enrollment type settings, toggle on Customer Requirement and select the customer requirement made in step 3.

5. Add this Enrollment Type to a plan

• Build > Plans > Select the plan > Big Edit > Enrollment Ranges
  
  
• Once used on a plan.  This enrollment type will restrict those enrollees to people with a valid attachment OR have them upload an attachment to become valid.
  
• Test your plan from your storefront to confirm it works as expected/needed

Restrict a Trial membership plan to "one time per customer"

NOTE: Build your Trial Membership Plan first (with a unique enrollment type that will use the requirement built below), that way you can reference it in the segment.

This example has a loophole where a CURRENT trial member could buy themselves a duplicate membership.  You can create a segment to check for this periodically if needed, but this segment restricts it fairly well.

1. Create the Segment - Manage > Customer Segments and Requirements

• Toggle ON to restrict to admin.  This better protects your segments used in requirements and is HIGHLY recommended.  
  
  
• Adjust the pulldown menu at top to DOES NOT MATCH all of the following
  
  
• Add the Contracts/Enrollments constraint (in Customer Activity)
  
  
• Select the Ended status constraint
  
  
• Use Relative Date: Sub 100 years through sub one day (if the customer was on a trial membership that had an end date between 100 years ago and yesterday - their last day of access then they cannot be on another). End Date is inclusive, meaning they have access til the end of that day. 
  
• Leave all facilities and enrollment types
  
  
• Leave last selection as Enrollments.  If a contract holder that purchased this for someone else wanted to get one later, they could because they were a Contract holder on it and not an enrollee.  To restrict contract holders, add the same constraint above again and set the last selection to Contract Holders.  Now both cannot be enrollments if they have been the contract holder OR enrollee before.

2. Create the Customer Requirement

• Manage > Customer Segments & Requirements > Customer Requirements
• Add New
• Assign Segment
• Set Resolution Action to None
• Enforcement: Prevent/Warn as desired (Prevent/Prevent to block without additional override access)

3. Add Requirement to Enrollment type of the Trial Membership Plan

• Build > Plans > Enrollments.  
• Edit the enrollment type used in the Trial Membership - make sure no other plans are using it as this requirement will apply anywhere this enrollment type is used.
• Toggle ON Customer Requirement at the bottom and select the Customer Requirement you made

4. Test it.

• Sell a customer the trial membership.
• After it ends try to sell them another - it should restrict.

Waive Initiation if joining 30 days after trial membership ends

In this example, a customer segment will be used to restrict a promo code.  The customer requirement is NOT needed in this example.

1. Create a segment

• Use the Contracts/Enrollments constraint (in Customer Activity)
• Select the Trial Membership Plan

2. Build > Promotions and create a promotion. 

• On the Customer Requirement tab, apply the segment. 
• Limit the Promotion to just the plans that can have initiation fee waived
• On the Product Triggers tab select the initiation fee product
• On the Cart discount, select 100% and Limited to items in product trigger
• Optionally expire the promo code in 1 day to remove it from the contract.  This will not change the pricing.  Test to confirm it does not prompt to collect initiation diff when editing the membership?

The Promo Code will not work if the contract holder is not "valid" per that segment - they must be IN the segment for the promo code to work.

Restrict a Guest Pass Plan to First Time Visitors

Create a First Time Guest Pass Plan with a specific enrollment type that will use this customer requirement. 

Related configuration: To grant members some amount of First Time Guest Passes, Make an Contract Token Amenity called First Time Guest Pass and grant it as a benefit to whichever plans get them.  In the First Time Guest Pass Plan, in the Pricing Spoke, add amenity token pricing and require one First Time Guest Pass token.

1. Create the Customer Segment

There is nuance to who is a first time customer in your gym. Maybe you have a spectator plan and badge in use that shouldnt exclude someone from being a first time guest.  Maybe you want ANY previous check in to exclude someone from being a first time guest.

Below is just one example. It shows that if a customer has a check in that has the following badge type from 100 years ago til yesterday, they are not a first time guest. 

2. Create the Customer Requirement

• Select the segment you made
• Resolution action is none
• Make prevent/warn decision and add language

3. Apply it to the First Time Guest Enrollment Type

• Build > Plans > Enrollment types
• Edit enrollment type
• Apply via last toggle

4. Test it!  Try selling your pass to someone that should be ok vs someone that should be not ok.