Note: Must have this enabled at a company level prior to being able to use this.
What Are Memberships?
Within the ServiceWorks software, you have the ability to create different tiers of memberships for your customers. These will operate much like a typical subscription service, where a fee is charged in exchange for exclusive services or benefits, with additional terms and conditions for the subscription.
Using ServiceWorks, you can create a variety of memberships types, whether it be for a monthly recurring service, an annual service, or even a one time fee. You can also designate specific services and discounts for each individual membership created, giving you more options to offer your customer base.
Why Use Memberships?
Simply put, memberships are a great way to draw in new customers and retain current ones, as they offer the allure of savings though discounts, exclusive content, and services. Most importantly, memberships are useful because of the convienience they offer when streamlining processes like scheduling future appointments and recurring services.
Membership Setup
The following blog will cover how to enable, create, and assign memberships to customers, as well as how to schedule recurring jobs alongside the membership feature
Step 1: Enabling Membership Permissions
Before you can begin to utilize the membership feature, you must first activate it for your current user role. To start, log into your ServiceWorks account and click on the cogwheel in the toolbar to open the configuration tab. Once opened, navigate to Admin -> Permissions
Once in the permission menu, set the first dropdown box to your desired user role and the second box to Setting
In the Settings module below, expand and enable all parts of the Membership section. Refresh the page or press Ctrl + F5 once enabled for the changes to take place
Step 2: Creating Membership Notification Reminders / Template
The next step in creating your membership is assigning a notification template to the service type. This notification reminder will be sent to the customer based on the frequency of the service. To do so, return to the Configuration Tab and select Notification Template
In the Notification menu, you’ll see a list of all the current types you’ve created. To create a new type, click the Add New button
Within the notification template menu, you’ll have the option to name your template
And in the following template tab, you can edit the email, SMS, and robocall notification. We recommend having the language of the message to include instructions on calling and scheduling their next appointment with your business. Once finished, click Save to continue.
Here’s a quick legend on what can be entered within these templates:
Customer First Name – {CXFIRSTNAME}
Customer Full Name – {CustomerName}
Customer Address – {CUSTOMERADDRESS}
Customer Billing Address – {CUSTOMERBillingADDRESS}
Ship To Address – {ShipToAddress}
Ship To City – {ShipToCity}
Ship To State – {ShipToState}
Ship To Zip Code – {ShipToZip}
Billing City – {BillToCity}
Billing State – {BillToState}
Billing Zip Code – {BillToZip}
Membership Start Date – {MembershipStartDate}
Membership End Date – {MembershipEndDate}
Billing Amount – {BillingAmount}
Billing Start Date – {BillingStartDate}
You can also enable the Membership Email notification to receive an internal notification each time one of these messages has been sent.
Step 3: Creating Memberships in ServiceWorks
Now that your template and type have been defined, you’re ready to create memberships. Head back to the Configuration tab and select Membership
First, you’ll need to enter a name and description for your membership, then determine the billing frequency and if you wish to allow for auto-renewal via the Ask for Auto-Renewal tab
Next, you’ll assign a recurring service type to the membership, which can either be created prior or during this process
Click the drop-down box in this section to either assign a pre-existing recurring service template or create one using the Add New link
When creating a new recurring service type, you’ll be asked to enter the name, description, service frequency, job information and any additional discounts or charges. When finished, click Save Recurring Service Type
Once added or created, the recurring service type will appear beneath the search bar
Next, you can assign a preset commission rate for technicians servicing the jobs included with the membership. By clicking the Add New button, you can assign the commission by role and enter the commission amount. This is optional, so if you don’t offer commission with your services, you can skip to the next tab
Next, you’ll be able to setup the Terms & Conditions, which will explain the details of the current membership. You can also enter a disclaimer for your membership services as well.
And finally, you’ll select a notification type for Contract notifications and any Service Reminders for the membership. Once finished, click Save
And in the previous menu, your newly created membership tier should be visible within the list below.
Note: You will need to create your Service Reminder and Contract Notification templates PRIOR to creating membership tiers, as these cannot be created during the creation of a membership
Assigning Memberships to Customer Accounts
Once you’ve finished creating membership tiers, you’re now ready to assign them to customer accounts. Open a customer account and scroll down to the Membership section and click the Add New link
Next, select the desired membership along with the start and end dates of the membership. Then click the Save icon (disk) to complete your membership assignment
And now, you have successfully assigned a membership to a customer. Before you can assign jobs based on the membership, however, your customer will first need to approve the membership agreement. The status next to their membership status will be displayed as Pending, with the following options:
- Edit – Allows you to edit the membership assigned, start and end dates, and billing frequency
- Delete – Remove this membership tier from this customer’s account
- Approval Link – Clicking this takes you directly to an invoice page, where the membership can be paid for and approved.
- Send Approval Email – This sends the membership agreement directly to the customers email on file.
When approved and ready to schedule their service, click the Create Job link from the three-dot menu
Once clicked, a confirmation message will appear informing you that the job has successfully been created.
Click Ok to be taken directly to the newly created job, where you can view and edit any job information as needed.
Membership Menu
You can also access the Membership menu, which will give you a quick overview of all memberships and customers with active memberships assigned.
Start by hovering over the Customer tab in the toolbar and selecting Membership from the drop-down
In the Membership page, you can view all of your current, active memberships and the customers assigned to them
You can use the search feature and filters at the top of this page to generate results by customer name, the date range the membership was sold, account number and even the employee assigned
In the panel beneath that, you’ll see the total number of memberships active, as well as the sum total amount of each current membership
And in the table, you’ll see the memberships along with how many services are left in the membership, the customer assigned, and its current status
And hovering over the three dot menu at the end of the customer name gives you the following options:
- Create Membership Job – This option will create a job based on the membership assigned, and will use one of the available service charges left on the membership
- Service Plan Visit – This option will display any previously serviced jobs within the membership period
- Billing Cycle – This option will display the current billing cycle for the membership, as well as any previously paid amounts
- Send Contract Email – This option allows you to send the membership contract to the customer’s email address on file, or another email address.
Memberships in ServiceWorks Pro App
The Membership feature can also be used to sign customers up for membership services via mobile app. Follow the steps above to enable the membership feature first, then log in to your ServiceWorks Pro App
Tap the Menu icon in the upper left of the screen
Then tap Membership from the popup screen that appears
And in the following menu, you’ll be able to view all of your previously created memberships, as well as a brief description of their renewal frequency.
Tap on the arrow within your desired membership panel to view a detailed description of the membership, price, and any additional service, labor or item charges included. When satisfied, tap Subscribe Now to continue
Next, you’ll either create a new customer or search for a customer using the field provided, designate a sales person for the membership plan (for commission), select a start and end date for the membership, and finally a billing date on which the agreed amount will be due.
When finished, tap Next to continue
Once the customer and billing date has been set, you’ll be presented with the terms and conditions of the membership, which will require an acknowledgement of the agreement, an option to accept auto-renewals (if set to active), and a signature in order to continue payment. Once completed with these requirements, tap Next to continue.
And in the final part of the membership menu, you’ll be able to see the total amount due for the membership as well as take credit or debit card payments via mobile app. (Note: You will need to ensure that you have already set up your payment processor prior to attempting this; otherwise, mobile payments will not work.)
To recap, this is the typical process of how memberships will work in ServiceWorks:
Setup:
1. Enable Membership Permission
2. Create Membership Service Type and Notification Reminder
3. Create Membership, Assign Service Type and Notification
4. Add Membership to Customer Account
Usage:
1. Offer customers membership packages based on Service Type / Frequency
2. Assign Membership tier to Customer Account
3. When desired frequency is reached, a notification is sent out to customers reminding them to schedule their next appointment in membership
4. Customer calls to schedule next appointment, repeat steps 3 & 4 until membership period expires
Need More Assistance?
Contact us:
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Email: support@service.works
Phone: 636-220-4363 Ext #1
