Few things are more important to your studio’s financial well-being than your recurring member payments.
Even so, late payments can and will happen.
Maybe Member Mike recently went on vacation. His schedule’s out of whack and forgot to pay.
Or, things are crazy at work for Mike and paying his monthly membership fee completely slipped his mind.
Whatever the case may be, a friendly reminder is most often all that’s needed.
Enter: Member Solutions Delinquency Management Text Service
Our delinquency management text service is designed to send friendly text reminders to members that have past-due payments, resulting in quicker payment recovery.
Why a text service?
Text messaging is increasingly becoming a strategic and effective channel to notify members of past-due payments. In addition, members are more likely to respond to text reminders, making the collection process quicker, and more successful.
Who sends the text messages?
Member Solutions sends the delinquency management text messages. This is part of the delinquency management program to facilitate payment recovery and reduce delinquent accounts.
If you would like to send text messages to your members for things like special offers and appointment reminders, we have a service integrated with our Member Manager software. For more information on text messaging through the software, email the Client Success Team.
How does the delinquency management text service work?
Once a member is past-due in payment, they’ll receive an initial text message. This text will let them know that they’ll receive reminders via text message regarding their account. Members will also be given the option to opt-out.
After the initial text message is sent to the member, reminders are set to send in weekly increments. Messaging will change as the member’s account remains unpaid to match the urgency of making a payment.
The first set of messaging is sent when payment is 1 – 15 days late. After that, if the member has not paid within that timeframe, they’ll receive a more urgent set of reminders within the 16 – 30-day range and so on, up to 90-180 days depending on your account settings.
Are the text messages personalized?
Yes, every text message is personalized. Each message will include the full facility name that is on file with us. Additionally, all text messages have been purposefully written in a friendly, professional, and personalized tone to increase response rate.
How much does the delinquency management text service cost?
The delinquency management text service is available to our premium full-service billing clients at no additional charge.
Am I a premium full-service billing client?
If we are handling the full delinquency management of your accounts, yes, you are a premium full-service billing client. If you’re still not sure, feel free to reach out to your Client Success Manager. We’ll be happy to assist you.
How do I enable this text service?
Due to Telephone Consumer Protection Act (TCPA) regulations, an opt-in is required to add the service to your account. To begin using this service, you must first opt-in. Simply complete this form, then send the completed form to email@example.com.
What steps do I need to take to implement the text service at my facility?
To get the most out of this service, we recommend you take the following steps:
1. First, review the cell phone fields within your member accounts and update if needed.
2. Second, if you use your own member enrollment form, be sure to incorporate the following terminology on the form:
Any person signing this agreement authorizes the use of a disclosed cell phone or telephone number for autodialed or pre-recorded voice calls and text messages for billing related issues including, but not limited to, expiring billing information, or overdue account balances.
NOTE: Member Solutions enrollment forms do include this terminology as of 2017. However, if your member did not sign up in the past 24 months, they will need to be notified of the service especially to ensure we have their updated contact information.
3. Third, let your members know about the text service.
◾ Post this flyer at your front desk or in a window at your studio.
◾ Use this email template to send an email notice to all members.
Need assistance? As your team of billing experts, we’re here to help you facilitate communication to your members. To that end, we can send an email notification to your members on your behalf. If you’d like us to email your members about the text service, simply send an email to firstname.lastname@example.org and we’ll be in touch.
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