SMS workflows are a game-changer for franchise gyms. They simplify communication, improve member engagement, and ensure consistency across locations. Here’s what you need to know:
- Why SMS Matters: SMS has a 90%+ open rate and can reduce no-shows by 30%. It’s fast, effective, and perfect for time-sensitive updates.
- Standardized Workflows: Corporate can create templates for brand consistency, while local managers personalize messages (10–20%) for relevancy.
- Key Benefits: Boost engagement, streamline operations, and maintain compliance.
- Setup Essentials: Register for 10DLC, ensure TCPA compliance, organize member data, and segment contact lists.
- Workflow Types: Focus on onboarding, retention, event promotion, and lead follow-ups. Automate triggers for timely responses.
- Compliance: Always get opt-in consent and include opt-out options to avoid legal issues.
- Tools & Analytics: Platforms like RevText integrate with CRMs and track performance, helping optimize campaigns.
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Pre-Setup Requirements for SMS Workflows
Before diving into SMS workflows, there are a few key steps to take care of. These steps ensure your campaigns run smoothly while staying compliant with legal and operational standards.
Compliance Requirements: 10DLC and TCPA
First things first – 10DLC (10-Digit Long Code) registration is non-negotiable. If you’re planning to send business SMS messages, this registration is required by major carriers. Without it, your messages might not get delivered or could even be blocked entirely. The process takes about 7–10 business days and requires some essential details, including the EIN, business registration documents, and a clear description of how SMS will be used. Keep in mind, each franchise location must register separately, even under the same brand.
Another critical piece is TCPA (Telephone Consumer Protection Act) compliance. This federal law mandates that you get explicit consent from recipients before sending promotional SMS messages. Your opt-in language should clearly state that members will receive workout tips, class reminders, and promotional offers. Be thorough here – document opt-in details like timestamps, IP addresses, and consent copies. These records protect you legally.
Data Collection and Preparation
Getting your data in order upfront saves a lot of time and headaches later. Start by organizing your business information. You’ll need accurate EINs, official business details, and contact information for the 10DLC registration process. Accuracy is key since carriers verify this information.
Next, clean up your member database. Remove duplicate entries, update phone numbers, and confirm opt-in status. Segment your list into meaningful groups, such as membership type, location, and engagement level. For instance, members who attend classes regularly should get different messages than those who haven’t shown up in months.
If you’ve sent SMS messages before, dig into your historical SMS data. Look at metrics like open rates, response rates, and unsubscribe patterns. This analysis can guide your workflow design by showing what works and what doesn’t.
Finally, prepare your content assets ahead of time. Gather high-quality photos, trainer headshots, class schedules, and promotional materials. Having these ready streamlines the template creation process and ensures consistent branding across locations.
Once your data and assets are ready, decide on your control model for managing SMS workflows.
Centralized vs. Local Workflow Control
Who should manage your SMS workflows – corporate or local teams? This decision impacts everything from efficiency to brand consistency. Here’s a quick comparison:
| Aspect | Centralized Control | Local Control |
|---|---|---|
| Brand Consistency | High – messages follow corporate standards | Inconsistent – depends on local manager skills |
| Local Relevance | Limited – manual customization needed | High – local managers know their community |
| Setup Speed | Fast – deploy to all locations simultaneously | Slow – each location sets up individually |
| Compliance Oversight | Strong – corporate legal team reviews all content | Risky – relies on local manager knowledge |
| Campaign Performance | Easy to compare across locations | Hard to benchmark and optimize |
| Staff Training | Minimal – only corporate team needs training | Extensive – every location needs trained staff |
A hybrid model often works best. Corporate headquarters can create master templates and automated workflows, while local managers customize 10–20% of the content. For example, a corporate template might say:
"Hi [Name]! Your [Class Type] class starts in 30 minutes with [Trainer Name]. See you at [Location Name]!"
Local managers can fill in the bracketed details and add a personal touch, like a note about a local event or promotion.
To make this work, establish clear review processes. Use tools like RevText’s approval features to ensure local customizations align with brand standards. Train local managers on compliance rules, brand voice, and how to use the SMS platform effectively. This way, you maintain consistency while giving locations the flexibility to connect with their communities.
Core SMS Workflow Types for Franchises
Once you’ve got a solid, compliant data foundation, the next step is creating automated messages that genuinely engage your members. For franchise gyms, there are three primary types of workflows that align with the key stages of the member journey.
New Member Onboarding Series
The onboarding series is your chance to set the tone for a great membership experience. By automating messages like welcome notes, facility tours, and helpful tips, you can turn new sign-ups into active, enthusiastic members.
Kick things off with a welcome message sent immediately after a new member signs up – timing is everything here. A message like this works well:
"Welcome to [Gym Name]! We’re thrilled to have you. Click here to schedule your free facility tour."
If they haven’t scheduled a tour within 24 hours, follow up with a facility tour invitation. Guided tours can ease any first-day jitters and make new members feel at home.
A couple of days later, send getting-started tips to help them dive in. For example:
"Ready for your first workout? Check out these 3 beginner-friendly classes: [Class List]. Book your spot now!"
To round out the series, introduce your team with staff bios and highlight your gym’s standout features. Share photos and short introductions of trainers, front desk staff, or class instructors. Don’t forget to spotlight unique amenities like a pool, sauna, or specialized equipment.
This series should unfold over 7–10 days. Keep an eye on metrics like tour bookings, first-class attendance, and 30-day retention to assess its effectiveness.
Member Engagement and Retention Campaigns
Keeping your members engaged is key to building a strong gym community and reducing churn. These campaigns target specific member segments with personalized messages to encourage participation.
Birthday campaigns are a simple yet effective way to make members feel valued. Send a personalized message like:
"Happy Birthday, [Name]! Celebrate with a free guest pass this week – bring a friend and enjoy your special day."
Seasonal promotions are another great strategy. Think New Year’s resolutions or summer fitness goals. For renewal reminders, start 60 days before a membership expires, focusing on their progress and benefits. Follow up at 30 days and again at 7 days to ensure no surprises.
For members who’ve gone quiet, reactivation campaigns can work wonders. A gentle nudge like this can bring them back:
"We miss you at [Gym Name]! Stop by this week, and we’ll treat you to a free smoothie."
Finally, challenge invites – like 30-day fitness challenges or team-based competitions – can boost engagement while fostering a sense of community.
Event Promotion and Lead Follow-Up Workflows
Event promotion workflows are essential for both national and local activities. For corporate-sponsored events, headquarters can create templates with key details like messaging and timing. Local managers can then add specifics – like dates and registration links – to make it relevant to their location.
For local events, individual locations have the flexibility to promote unique activities like charity classes, partnerships with local sports teams, or neighborhood health fairs.
When it comes to converting prospects into members, lead follow-up workflows are your go-to tool. After someone tours your gym or attends a trial class, follow up quickly to keep them interested. Start with a thank you message sent within an hour:
"Thanks for visiting [Gym Name]! It was great meeting you. Have any questions about our membership options?"
Next, send a limited-time offer within 24–48 hours to encourage action:
"Join within 48 hours and get 20% off your first month. Reply YES to grab this offer!"
Wrap up with value-focused messages tailored to their interests. For example, if they loved group classes, share details about popular sessions or success stories from other members. About a week later, follow up with a direct message:
"We’d love to welcome you to our fitness family! Stop by this week to explore membership options that fit your goals and budget."
Step-by-Step SMS Workflow Setup Checklist
Building effective SMS workflows requires a structured approach. By following these steps, you can ensure your franchise locations maintain consistent branding while offering personalized experiences to members.
Contact Segmentation and List Management
Start by organizing your contacts into well-defined groups. Your RevText platform should include segments like active members, prospects, past members, and VIP clients, as each group requires tailored messaging and specific compliance considerations.
For active members, segmentation can go deeper – organize by membership type, visit frequency, or engagement level. For instance, frequent visitors might get advanced class recommendations, while less frequent ones could receive motivational messages. Prospects can be divided into categories such as recent gym visitors, online inquiries, or referrals, each needing a unique approach.
Past members deserve special focus since they’ve already interacted with your services. Campaigns like "we miss you" messages or comeback offers often resonate well with this group. For VIP clients, include long-term members, personal training clients, or high-value customers, and offer them exclusive perks to maintain their loyalty.
Keep track of opt-in dates and preferences for every contact. Some members may want workout tips, others class schedules, and some only essential updates. This level of segmentation allows franchise locations to send messages that feel personalized while staying aligned with corporate guidelines.
Message Template Creation and Customization
Once your contacts are segmented, define your messaging strategy. Create master templates at the corporate level to reflect your brand voice and core messaging. These templates should cover key workflows such as onboarding, member engagement, retention, and event promotions. The goal is to provide a consistent framework that local managers can adapt to fit their location.
Allow limited customization – about 10–20% – for local managers. This could include adding personal touches like the manager’s name, highlighting unique amenities, or referencing local partnerships. For example, a corporate birthday template might say: "Happy Birthday from the team at [Gym Name]! Celebrate with [Local Offer] this week."
Incorporate pre-approved variables for easy customization. Variables like member names, gym locations, class schedules, and regional contact details can make messages feel more personal without compromising brand consistency.
Establish an approval process for any custom messages that deviate from the standard templates. Local managers can submit these for corporate review to ensure they meet compliance standards and maintain consistent branding across all franchise locations.
Automation Triggers and Multimedia Setup
The final step is setting up automation triggers and multimedia to keep engagement consistent. Configure triggers to automatically launch workflows based on member actions. Common triggers include new sign-ups, class bookings, missed visits (e.g., seven days of inactivity), membership renewal dates, and birthdays. Each trigger should activate the appropriate workflow automatically.
Enable MMS capabilities to include visual content, which often boosts engagement. Use images like event flyers, transformation photos, or trainer spotlights to make your campaigns more dynamic. RevText supports MMS, making it easy to integrate visuals into your messages.
Before launching, test the timing of your automation. For example, a welcome message should go out within minutes of a new sign-up, while a "we miss you" message might be scheduled after a week of inactivity. Optimize delivery times – messages typically perform best between 10:00 AM and 8:00 PM on weekdays, with adjusted schedules for weekends. Include tracking links to direct members to specific actions, helping you measure the effectiveness of your workflows across locations.
Ensure all triggers align with your compliance and scheduling guidelines to deliver a seamless and consistent experience for every member.
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Compliance and Brand Consistency Guidelines
Ensuring legal compliance and maintaining a consistent brand image across franchise locations are crucial for protecting your business from hefty fines and delivering a unified experience to all members. Here’s how to navigate these responsibilities effectively.
TCPA and Carrier Compliance Requirements
The Telephone Consumer Protection Act (TCPA) requires franchise gyms to obtain explicit written consent from members before sending marketing SMS messages. This consent must be specific and documented, with detailed opt-in records that include timestamps to prove compliance. A simple membership sign-up does not suffice.
Non-compliance can result in fines ranging from $500 to $1,500 per message. To put this into perspective, sending 1,000 non-compliant messages could lead to penalties between $500,000 and $1.5 million.
Every message must include a clear opt-out option, such as: "Reply STOP to opt out." Platforms like RevText can automatically add this text to your messages and ensure opt-out requests are processed promptly.
Beyond TCPA, carriers impose additional requirements. Franchise locations must complete 10DLC (10-digit long code) registration using accurate business details. Carriers also restrict certain content categories (known as SHAFT), which rarely impact fitness brands but should still be reviewed for compliance. Additionally, carriers may limit message throughput based on your registration status and sending history. New locations might face lower initial limits, which can increase with consistent, responsible sending practices. This is especially important during high-volume promotional periods.
Leverage RevText’s compliance tools to block messages that violate guidelines and generate reports for oversight. Conduct regular audits of message logs, opt-in records, and opt-out processing to catch potential issues early.
Once compliance is under control, the focus shifts to maintaining a consistent brand voice across your communications.
Maintaining Consistent Brand Voice
A strong, unified brand voice ensures your messaging resonates with members across all franchise locations. Achieve this by using standardized templates and allowing controlled customization.
Develop corporate-level templates that reflect your franchise’s tone and personality. These templates should cover key workflows like onboarding, engagement, retention, and promotions. To keep messages locally relevant, allow managers to customize a small portion – about 10–20% – of each template. For example:
"Happy Birthday from the team at [Location Name]! Celebrate with [Local Offer] this week 💪 Reply STOP to opt out."
This method balances consistency with a personal touch.
To keep communications aligned with your brand, create an approved list of emojis and language that matches your franchise’s personality and resonates with U.S. audiences. Fitness-related emojis like 💪, 🏋️, and 🔥 work well for motivational messages, while 🎉 and 🎂 are great for celebrations. Avoid emojis or language that could be misinterpreted or harm your professional image. Update this list regularly and share it with all locations.
For custom messages that deviate from standard templates, establish an approval process. Managers should submit these messages for corporate review before they go live. Tools like RevText can streamline this process without slowing down local campaigns.
Keep an eye on unsubscribe rates across locations. If one location has a higher opt-out rate than others, it may signal issues with messaging consistency or compliance.
Compile these guidelines into a comprehensive style guide that covers tone, language, prohibited phrases, and approved calls to action. Share this guide with all franchise locations and incorporate it into staff training to ensure everyone is on the same page.
Regular audits of messages from each location can help catch small inconsistencies before they grow into larger problems. This proactive approach prevents confusion among members and ensures the franchise’s brand remains strong and cohesive.
Tools, Integrations, and Performance Tracking
After setting up and ensuring compliance, the next step in refining your SMS campaigns is leveraging the right technology and performance tracking. With RevText at the core, you can manage communications across multiple locations while seamlessly integrating with the tools your franchise already relies on. Let’s dive into how these integrations and analytics enhance SMS workflows.
RevText Integrations with CRMs and Scheduling Platforms
RevText connects effortlessly with popular fitness CRMs like Mindbody, Zen Planner, and Glofox via Zapier, eliminating the need for manual data entry.
For example, when a new member registers through your CRM, RevText can automatically send welcome messages and onboarding sequences. Similarly, if a member books a class using platforms like Acuity Scheduling or built-in booking systems, automated confirmation and reminder texts can be triggered.
For all-in-one platforms like Exercise.com or WellnessLiving, RevText taps into API connections to pull essential member data, giving you a complete view of each member’s interactions across the board.
The mobile app feature is another game-changer, enabling franchise managers to send urgent updates, respond to member inquiries, and track campaign performance – all from their phone.
Additionally, RevText works alongside email marketing platforms like Mailchimp and Constant Contact for coordinated campaigns. While email can deliver newsletters and detailed content, SMS is ideal for time-sensitive updates and immediate actions.
But integrations are only part of the equation – RevText’s analytics take campaign optimization to the next level.
Using Analytics for Performance Optimization
RevText’s analytics dashboard provides in-depth insights, including delivery rates, open rates, click-through rates, and conversion tracking. These metrics are available to both corporate headquarters and individual locations, helping everyone understand what’s working.
At the corporate level, you can compare performance across locations to identify the most effective campaigns and messaging strategies. For instance, if one location consistently sees higher engagement, their templates and timing can be shared across the network to replicate success.
Link tracking allows you to see which calls to action – like class bookings, membership upgrades, or event registrations – generate the most responses. This directly ties SMS campaigns to revenue, making it easier to measure their impact.
Location managers can also access analytics tailored to their specific member base. These insights reveal which segments are most responsive and flag messages that lead to higher opt-out rates, ensuring campaigns stay effective and aligned with brand values.
With real-time engagement tools, you can monitor delivery status, response rates, and member interactions as they happen. This instant feedback allows for quick adjustments to improve ongoing campaigns.
Revenue attribution tools further highlight the value of SMS campaigns by tracking member actions – like sign-ups or purchases – that result from messages. This data is crucial for demonstrating ROI and justifying marketing budgets to stakeholders.
For deeper analysis, RevText offers advanced reporting options. You can export data for use with other business intelligence tools or generate monthly and quarterly reports to keep franchise owners informed about performance trends.
Workflow Optimization and Best Practices
To keep SMS campaigns both engaging and compliant, successful franchises treat optimization as an ongoing effort, not a one-and-done task. These steps integrate seamlessly with the SMS workflow setup and compliance guidelines already discussed.
Regular Workflow Reviews and Updates
Set aside time every month or quarter to review your SMS workflows. A simple checklist can help you update content, verify compliance, and factor in member feedback. These regular reviews not only ensure your messages stay relevant and aligned with regulations but also uncover new opportunities for engagement. Consistency across all locations remains key.
Analytics and A/B Testing for Improvement
Analytics and A/B testing are powerful tools for fine-tuning your campaigns. The RevText analytics dashboard provides insights into delivery rates, open rates, click-through rates, and conversions, helping you identify what’s working – and what’s not. For instance, if open rates are strong but conversions lag, it might indicate that while your subject lines grab attention, your calls-to-action need tweaking.
A/B testing allows you to make data-driven adjustments. Focus on testing one variable at a time, such as the timing of your welcome messages. For example, experimenting with personalized birthday offers sent via SMS led to a 15% boost in class bookings during the recipient’s birthday month. Comparing metrics across locations can also uncover successful strategies. If one location consistently achieves a 45% response rate, their approach could be analyzed and adapted system-wide.
Sharing Best Practices Across Locations
Sharing insights and successes across locations ensures efficient operations and a unified brand voice. Many franchises establish formal systems for this, like regular knowledge-sharing sessions where managers discuss effective campaigns and lessons learned. A centralized repository of high-performing templates and case studies ensures that successful strategies – like the effectiveness of personalized birthday offers – are documented and accessible to everyone.
Encouraging managers to share both wins and challenges fosters learning and prevents repeated mistakes. A monthly "SMS Success Story" spotlighting top-performing locations can inspire others, showcasing engagement metrics, conversion rates, and member feedback. Tools like RevText’s revenue attribution feature make it easier to track which shared strategies deliver measurable results, helping you prioritize what works best for the entire network.
Conclusion: Maximizing SMS Workflow Success
SMS workflows provide franchise gyms with a streamlined way to manage communication, boost member engagement, and improve retention across all locations. When used effectively, these automated systems achieve higher SMS engagement rates, making them a powerful tool for driving success.
The data speaks for itself – SMS workflows deliver results. By following the steps outlined in this guide, franchises can ensure every member enjoys a consistent, high-quality experience, no matter the location. Plus, continuous improvements can transform decent campaigns into standout ones.
That said, there’s a fine line between effective engagement and overstepping boundaries. Franchises could lose up to 65% of subscribers if messages feel excessive or irrelevant. Striking the right balance means respecting member preferences while sticking to the structured approach detailed in this guide. Every step plays a role in boosting engagement and operational efficiency.
With built-in integration and analytics tools, SMS platforms support both centralized management and local customization. By implementing the checklist – from preparation to ongoing refinement – franchise gyms can create workflows that not only keep members engaged but also deliver measurable results across their network.
FAQs
How can franchise gyms ensure their SMS workflows comply with TCPA regulations?
To comply with TCPA regulations, franchise gyms must secure express written consent from members before sending promotional SMS messages. This consent must clearly state how their information will be used. Additionally, every text should include simple opt-out instructions, like "Reply STOP to unsubscribe", so recipients can easily opt out whenever they choose.
It’s also essential to follow legal messaging hours, which are restricted to 8:00 AM to 9:00 PM local time. Make it a habit to regularly review and update consent records to ensure all processes remain in line with TCPA requirements. By maintaining clear communication and adhering to these rules, gyms can minimize legal risks and build stronger trust with their members.
What are the advantages of using a hybrid approach to manage SMS workflows in franchise gyms?
A hybrid approach to managing SMS workflows strikes a great balance between centralized control and local adaptability. Franchise headquarters maintain oversight to ensure brand consistency, compliance, and alignment with overall strategies, while individual locations have the freedom to customize messages to suit their members’ specific needs.
This setup allows franchisees to send personalized and timely messages – like class reminders, special promotions, or reactivation campaigns – while taking advantage of automated workflows to save time. By blending centralized tools with local flexibility, gyms can enhance member engagement, improve retention, and simplify operations across all their locations.
How can franchise gyms use analytics to improve their SMS campaigns and engage members more effectively?
Franchise gyms can take their SMS campaigns to the next level by keeping a close eye on critical metrics like open rates, click-through rates, and member feedback. These data points reveal which messages hit the mark with members and spark genuine engagement.
By incorporating A/B testing, gyms can experiment with different message styles, timing, and calls-to-action to fine-tune their approach. On top of that, tracking member behavior patterns offers a chance to send messages that feel more personal and timely – think customized offers or reminders. This not only boosts retention but also keeps members happier and more connected.
