Challenge

• This regional chain of high-end health clubs was looking for ways to increase customer loyalty and make sure that members were fully utilizing all available club services
• Wellbridge also wanted to increase the efficiency of their Sales and Member Services staff in managing their customer base

Solution

• Redpoint developed a sophisticated member retention system to proactively predict when club members were likely to terminate their memberships
• The system is based on a statistical analysis of both individual and aggregate club usage patterns and member characteristics
• Once at-risk members are identified, the system automatically initiates a series of workflow-based "intervention" processes (such as offering loyalty rewards at strategic intervals) to attempt to retain these members

Results

• The system has allowed Wellbridge to provide better customer service to its members, by reliably identifying at-risk individuals and by streamlining the retention process for club employees
• The member retention system was successfully integrated with the existing club membership and point-of-sale systems, providing a seamless user experience for end users