PT Follow-Up, or PTFU, is a tool for ABC-integrated clubs to isolate PT opportunities, ensure follow-ups for those opportunities, and increase PT revenue. If contacted by an ABC/Club OS mutual club that is missing or receiving incorrect PTFU data, follow this workflow to ensure all necessary steps have been completed in ABC to facilitate a successful system integration.
How PTFU Works
PT Follow-Up is a schedule of customer touchpoints (follow-ups) that members and prospects are placed into when they have an opportunity for PT. The prospect/member will begin receiving scheduled, automated follow-ups about the PT opportunity as well as manual follow-ups from their assigned PT follow-up staff member. PT opportunities are identified by syncing prospect, member, and employee PT data stored in ABC's DataTrak to Club OS, typically, twice daily. There are two pathways by which data is transferred to Club OS during syncs: Reports and APIs. To troubleshoot PTFU for a customer, ensure both pathways are correctly set-up in ABC to facilitate successful daily syncs.
Note: [Click here] to learn more about PT Follow-Up schedules.
Pathway A: Reports
ABC syncs PT/ORT events and PT inventory data to Club OS through three CSV reports. Verify these reports have been activated to email to Club OS during the syncs. Additionally, confirm with the club what specific designations they use for orientation and PT events as these fields are customizable. Below is a description of each report and its function:
Training Events: This data enables Club OS to add PT and Training events to the calendar as well as update the member's remaining PT units. This report is also known as 'Club OS Training Events'.
PT Orientations: This data enables Club OS to add ORT events to the calendar, and to update the member's ORT status, which is used to identify PT opportunities. This report is also known as 'Club OS Orientation Events'. [Click here] for more info on ORT statuses. Note that via the CSV file, we get the event _owner_ from ABC, but we do not get an event _creator_ (i.e. who made the event). Club OS will use the prospect's currently assigned PT FU person in Club OS as the created-by person (and thus that person will get credit for the ORT made). If the prospect does not have a currently assigned PTFU person, the event owner will be set as the event creator.
Notes: It is important that ORT events are marked as 'Unpaid Events' in ABC. If ORT events are marked as 'Paid Events', then they will be mistakenly identified as PT events once synced to Club OS. This will lead to inaccurate reporting. Additionally, on these reports, events with employees that have *middle initials* will not sync with Club OS due to the presence of the middle initial in the spreadsheet. Until we switch to ABC's new API, the best practice is not use middle initials for staff for ABC customers who are using us for PT follow up
PT Sessions Left: This report updates a member's PT Inventory, which enables Club OS to identify PT renewal opportunities. If a member's remaining PT units drops below a designated amount, then a PT Follow-Up campaign to renew the service agreement is triggered. This report is also known as 'Club OS Member Service Balance'.
Pathway B: APIs (Application Programming Interface)
Club OS uses APIs to sync PT invoice and employee data from ABC. This data is housed under two different designations: Profit Centers and Departments.
Profit Centers: PT Profit Centers house invoices for a club's service agreements within ABC. For example, all invoices for the member service 'PT 60' may be housed under a profit center designated as 'Profit Center A'. For a successful sync, Club OS must search for 'Profit Center A' in order to pull 'PT 60' invoices. If the necessary PT invoice data is not being pulled, verify the profit center under which this data is housed in ABC, then provide the club this information. Also note that the club must also have a Personal Training service defined in their Payroll tab in the admin app. If this service is missing, payments from the designated profit centers will not be created in Club OS.
Departments: Departments allow clubs to organize and categorize employees within the ABC system. For example, 'Department A' may be used to store trainer data, while 'Department B' is used to store salesperson data. Club OS uses these departments to locate the desired data within ABC's system. If necessary employee data is not being pulled, verify with the club the department under which the employee or employee type (i.e. trainers) is housed in ABC, then provide the club this information.
Once all information has been verified and provided to the club, direct them back to the Club OS support team (firstname.lastname@example.org or 888-619-0609). The support team will enter the verified information into the Club OS admin app and the correct data should be pulled during the daily syncs.
PDF of this document provided below: