Monthly membership charges, treatment credits, and rollover balances now run themselves across the chain, while usage data drives retention: unused-credit nudges on WhatsApp, renewal offers before term end, and a win-back sequence that intercepts cancellation requests. Churn dropped 31%.
Typical results
42%
Unused credits redeemed
12 hrs/wk
Billing admin saved
1 in 4
Cancellations won back
Figures reflect typical results for this kind of automation.
The challenge
Three locations tracked memberships in three different spreadsheets. Charges were run manually and sometimes missed, treatment credits were disputed at the front desk, and rollover balances were guesswork. Members quietly stopped coming, and staff only noticed when the cancellation email arrived — long after the relationship had already gone cold.
Before and after
Monthly membership churn
−31%Billing admin time
−86%Unused-credit redemption
2.3×The automation
We built a membership engine on Make connected to the chain's CRM, payment processor, and booking system. Charges run monthly with automatic card retries, credits are added and decremented at check-in, and rollover balances are computed to the cent. Usage patterns drive the retention layer: members with unused credits get a WhatsApp nudge, expiring plans get a renewal offer, and any cancellation request triggers a win-back sequence with a pause option before the account closes.
How it works
- 01
Member enrolls
Plan, price, and credit allowance record in the CRM, and the card is tokenized for recurring billing.
- 02
Billing runs itself
Monthly charges fire on schedule, credits load, rollover balances compute, and failed cards retry automatically.
- 03
Usage watched
Every treatment check-in decrements credits, and the engine tracks who is booking and who has gone quiet.
- 04
Retention plays fire
Unused credits trigger a WhatsApp nudge; plans nearing term end get a personalized renewal offer.
- 05
Cancellations intercepted
A cancellation request launches a win-back sequence with a pause option before the account closes.
Starts from
- Membership sign-ups
- Treatment check-ins
Delivers
- Auto-billing & credits
- Retention nudges
- Usage dashboard
The impact
Membership churn typically drops about 31%, and unused-credit redemption climbs from 18% to 42% — members who use their credits stay. Billing admin falls from fourteen hours a week to two, front-desk credit disputes disappear, and the win-back sequence saves roughly a quarter of cancellation requests.
Questions about this automation
How are monthly charges and treatment credits handled?
Each member's plan, price and credit allowance are stored in the CRM, and the card is tokenized with the payment processor. Charges run on schedule each month, credits load automatically and rollover balances are calculated. Failed cards are retried on a set pattern, and every treatment check-in deducts credits in real time.
What happens when a member asks to cancel?
A cancellation request starts a win-back sequence before the account closes. The member is offered options such as pausing the plan or using remaining credits, and the conversation is logged in the CRM. If the member still wants to leave, the cancellation goes through and staff see the reason recorded.
Which systems does the membership engine connect?
It is built on Make and connects the CRM, the payment processor and the booking system, with WhatsApp for member messages. Several locations can share one engine, so balances and billing stay consistent across branches. This is a multi-step build, usually rolled out in stages, with billing set up first and retention plays added after.