Member Management

CRM & Marketing

What it does

Member Management is the single, complete view of each person you serve. It holds one Golden Record per individual, a 360° profile that pulls together memberships, billing, PT sessions, purchases, documents, messages, and activities, and lets front-desk staff find anyone instantly and act on their account in one place — change a membership, take a payment, log a complaint, or read the alerts that need attention.

Key concepts

• Golden Record — one unique profile per person, keyed on National ID or mobile number. The system blocks or prompts a merge when a duplicate is detected, so a prospect and a member never live as two records.
• 360° profile — the contextual hub: personal info, active services, billing status, open actions, PT ledger, documents, communication log, and access history, all on one screen.
• Global search — find a member instantly by name, National ID, phone, email, or agreement number, with partial / fuzzy matching.
• Profile alerts — prioritised, colour-coded flags on the profile header (e.g. Minor, Pending Debt, Frozen Account, Medical Clearance Required) so staff see what matters the moment they open the record.
• PT session ledger — the per-member view of personal-training credits, split into Purchased, Scheduled, Conducted, and Available, including no-shows and late cancels.
• Communication preferences — per-channel and per-category opt-in / opt-out (SMS, email, push, WhatsApp), plus preferred language, respected by every automated message (PDPL).
• Change log — an immutable audit trail recording who changed what, when, and the before / after values.

Main tasks

Find a member and open their profile

1. Use global search and type any of: name, National ID, phone, email, or agreement number.
2. Pick the result; the 360° profile opens with a snapshot of services, billing, and any active alerts in the header.
3. From here you can jump to any tab — invoices, PT ledger, documents, messages, or activities.

Process a membership change

1. On the member's profile, open the contract and choose the action: transfer (rewrite), upgrade / downgrade, freeze / unfreeze, or cancel / refund.
2. Follow the guided steps; the system enforces the membership business rules for that action.
3. Pick the required reason code (configured per brand) and confirm. The change is logged automatically.

Manage communication preferences and documents

1. Open the preferences section and set opt-in / opt-out per channel and category, plus the member's preferred language.
2. In the documents tab, securely upload signed forms, medical notes, or bank certificates — files are stored encrypted and access-restricted.
3. Save. Automated communications will now respect the member's choices (PDPL compliant).

Review history and activity

1. Open the billing / invoice tab to see past receipts and POS purchases, and the member's total spend.
2. Open the PT ledger to settle any dispute over remaining sessions (Purchased vs. Conducted vs. Available).
3. Use the activity and messages tabs to see staff tasks, complaints, and every message sent, with timestamps.

Tips

TIP

One person, one record. If search surfaces a possible duplicate, merge into the Golden Record rather than creating a new profile — it keeps billing and history clean.

INFO

Photo handling follows Saudi privacy rules: female member photos are converted to a biometric hash for access and are never displayed in the profile.

Related modules

Lead Management · Membership Management · Finance & Payments · Marketing Automation