Referral Campaign - How it works?

Introduction

Referral campaign, which is available in the Perfect Gym GO mobile app to all club members, can help encourage your club members to refer to their friends, show them associated benefits, and inform about the Referral campaign rules. 

The configuration process is rather complex and can be time consuming, that is why we recommend reading this instruction carefully!

• This article describes the steps you need to take to configure the Referral campaign module and make the Invitation display on the mobile app. 
• This article will be helpful to PG Champion, Administrator, Club Manager, Marketing and Sales Manager and Club Owner. 

Before you start 

• To be able to use the Referral campaign module, ask the Perfect Gym Support Team to make it active by turning on the Pgm.Feature.Referrals
• Also, to enjoy the mobile application and be able to use it fully, you must first ask the Perfect Gym Support Team to enable it for you.

The whole Referral campaign configuration process contains of the following steps:

• PART 1: Creating a Product that allows entering the club
• PART 2: Creating Referral Voucher for Inviting user and Invited user
• PART 3: Setting up Referral Campaign - this particularly is the scope of this article and includes these 6 steps:
  • Creating Web-to-Lead form - Step 1
  • Creating Invitation to the club - Step 2
  • Activating the Referral Campaign - Step 3
  • Displaying Referral Campaign in the mobile app - Step 4
  • Receiving and accepting the Invitation to the club - Step 5
  • Visiting club by the Guest and the Invited person - Step 6

Due to the complexity of the set up process, we recommend that only the advanced system users perform this configuration.

Instruction

STEP 1

How to set up Web-to-Lead Form?

1. Go to the PGM -> Marketing -> Client acquisition -> Web-to-lead form configuration.

2. Define form Title - it will be displayed on the web form. 

3. Define form Description - it will be displayed on the web form.

4. You can customize the Web-to-lead form.

Name and surname, e-mail, and terms and conditions are mandatory by default. However, we highly recommend ticking the phone number and club.  

You can also customize the submission button by defining text on the button.

5. In the form preview, you can see field layout and submission button text as well as to see applicable terms and conditions that guest accepts.

6. You can also define Thank You page title and message - this is what a guest sees after applying for the entry pass.

7. You can publish or unpublish the form, but a PG user cannot unpublish the form when it is added to a published Referral Campaign:

• A published form will be visible so that guests can sign up
• An unpublished from won't be visible. Instead of that, a guest will see another page with appropriate content. This is for a case when gest will open old links send by members when referral campaigns are no longer available at the club 

8. Following fields are required: form title, form description, thank you page title, thank you page message.

9. Users can click on the Web-to-lead form preview to see the form online (or to see the different pages when a form is unpublished). Web-to-lead forms are published within the company's own Client Portal and have its looks and feels.

STEP 2

How to set up Automation rule to notify about the Invitation to the Club?

1. Go to PGM -> Automation Center -> Automation Rules. 

2. Click on Add automation rule.

3. Define name e.g. Referral Program Invite for a Guest.

4. Set Action to Notification.

5. In the Event window choose Referral has been registered.

6. No conditions need to be met – choose Match all option.

7. Channel: E-mail or SMS

8. Notification recipients: select Users.

9. Static Attachments: upload file which will contain terms and conditions for the Guest.

10. Leave sending time restrictions fields empty as invites need to be sent out immediately after guest sent out the form.

11. In the notification content, click Add content template, where you need to add a template that will provide comprehensive information for the guest. 

12. Set the language.

13. Define a subject e.g. Welcome to XYZ club!

14. Define a template if there is one you want to start from.

15. Select dynamic information you want to include in your message, i.e. name, surname, club name, club address, valid until date - if applicable. To personalize a text in content, drag tags from the below and add them to the content.

The system will replace the tag with the personal details, like: FIRST NAME/CLUB NAME or CLUB ADDRESS. 

Depending on the access control devices that are available in your club, either add the text of the Invitation to the Front Desk, where the Invited person will be manually allowed to enter the club, or alternatively, you can also encourage the Invited person to download the PG GO mobile app, create an account and generate QR code that will enable them to enter the club. 

From R90 [FREE_PASS_BARCODE] will be replaced by [FREE_PASS_QRCODE] and [FREE_PASS_VALID_UNTIL] will be replaced by [VOUCHER_EXPIRATION_DATE]. We also change the behaviour of the [FREE_PASS_QRCODE] tag. Before R90 it encodes the voucher code, which does not trigger any behaviour after scanning in POSWeb application. From R90 it will encode the invited user card number, which after scanning will point to Guest profile in POSWeb. We do not change behaviour of [VOUCHER_EXPIRATION_DATE] it still will show the voucher expiration date. The soley purpose of this change is better naming. 

16. Click Submit.

After that, make sure that your campaign runs – check the status by editing the rule you have created in Automation Centre.

Make sure that the rule is running:

 

STEP 3

How to activate the Referral Campaign?

1. Go to the PGM -> Marketing -> Client acquisition -> Referral campaign

 2. Fill in the following windows:

• Turn the campaign toggle on so it goes live when all is configured correctly.
• From the drop-down-menu, select the voucher dedicated for invited users.

If you want to reward inviting users, and your voucher is configured, choose it in the next field which is drop-down

• Apply the Automatic notification you have configured and the web-to-lead-form.
• Enter the Text to be send as an invitation. 

In case the referral campaign feature is turned on in the application but nothing is being offered, the text you want to apply is configured in the next field.

• In the Rules field, select the terms and conditions of the campaign. 

3. Click Save configuration.

STEP 4

How the Referral Campaign is displayed in the mobile app?

Referral campaign should encourage club members to refer their friends, show them associated benefits, and inform about the campaign rules. A club member goes to the dashboard in the mobile app and clicks on the referral section in the dashboard – Learn more

Invite button: thanks to the Invite button member can invite their friends

• After clicking on the Send invite member needs to select by which channel the invite will be send. 
• After selecting the channel, the user sees a default invitation text (defined in the configuration) and a link, by use of which a friend can join the club.

In the Prizes tab member sees:

• if a friend can receive none, one or more prizes, when the referral has been successful 
• prize name, description, and an corresponding image. If there is no prize, member sees a placeholder 

STEP 5

Receiving and accepting the invitation by a friend (Guest in PGM)

A friend (a future club guest) will receive an invitation and can accept it by filling out personal details in a web form and submit the form. As a result, the guest will receive an Invitation via e-mail or SMS and a club can track that person/guest/lead in PGM/CRM.

Note: the process runs through web form because:

• A friend might have no mobile app at the moment, so sending the invite within the app would be pointless. The invite shouldn't request a mobile app download because it might discourage the guest from the sign-up.
• The same form can be used in CP in the future i.e. web forms are cross-platform.
• A member is not passing a friend's personal data straight to the PGM which would be against GDPR but rather gives the friend an option to do it on their own.

Process description

1. A friend/guest receives a message from a club member which contains a link to the web-to-lead form i.e. a guest receives an invitation. The message might come via SMS, e-mail, Facebook Messenger, or others. 
2. Guest clicks on the link in the message and is redirected to the web-to-lead form 
3. Guest fills out required fields incl. first and last name, e-mail and needs to agree with terms and conditions which can be previewed online (initially we have one generic terms and conditions document).
4. Additionally, a friend might be able to select a club they want to visit and leave the phone number (these two fields are available only if a company makes them available in web-to-lead configuration)
5. Next, a friend will receive an email which will contain all details and entry terms and conditions for the guest (defined by each company individually).
6. A guest/lead will be created in PGM/CRM.

STEP 6

How the club Entry Process looks like?

• Guest approaches the club's reception and presents the e-mail with the invitation to the Club or scans the QR code at the entrance to the club. 
• A receptionist can find that person in PGM/CRM by taping the name and goes to the Linked members in the Member profile. If that person cannot be found, then it means that they submitted no web-to-lead form and cannot enter the club, unless the club's policy allows otherwise. 
• The receptionist can check in Products and extras in the Member profile whether the guest has actually the product or contract at state, which allows the club entry. 
• Guest enters the club and the visit is registered.

Where the Referral campaign outcome is visible in the PGM?

• New guest/leads coming into the system and their status - in PGM -> Clients -> Club members -> Members list and Member Profile -> Data -> Linked members

In profile in PGM will be visible only last three linked members.

• Entry pass usage i.e. vouchers for guests - in PGM -> Clients -> Club members -> Member Profile -> Products and extras
• Prize entitlement i.e. vouchers for members in PGM -> Clients -> Club members -> Member Profile -> Products and extras

Note: For PG clients who have no CRM new leads coming via web-to-lead form will be created as guests. For clients with the CRM, there will be CRM leads created as a result.

Hints

• Referral Program Results report displays the details of Invited persons and benefits they got.
• You can have only one referral campaign running (active) at a time.