Membership Management
Create recurring membership plans, enroll customers, manage billing, and use retention tools to keep members engaged and reduce churn.
Overview
Membership plans are the engine of predictable recurring revenue for home service businesses. DramTrade lets you define plans, enroll customers, automate billing, and deliver the priority scheduling and discounts that make membership valuable. Built-in retention tools surface at-risk members so you can act before they cancel.
Key Concepts
Membership Plan — A recurring service agreement with a defined set of benefits, a billing interval, and a price. Plans can include scheduled maintenance visits, labor discounts, parts pricing, and priority booking.
Enrollment — The process of associating a customer with a membership plan and initiating recurring billing through Stax.
Billing Interval — Plans bill monthly or annually. Annual plans can be paid up front or in installments.
Retention Score — An automated metric (0–100) indicating how likely a member is to renew. Calculated from service utilization, last contact date, payment history, and days until renewal.
Priority Scheduling — Members flagged for priority booking are surfaced first in the dispatch board when they call for service.
Creating a Membership Plan
Go to Memberships > Plans > New Plan.
Basic Details
- Plan name — visible to customers (e.g., "Annual Protection Plan")
- Description — displayed on the customer portal and invoices
- Billing interval — Monthly or Annual
- Price — the recurring charge amount
Included Benefits
Add benefits to the plan from a structured list:
| Benefit Type | Example |
|---|---|
| Scheduled visits | 2 annual maintenance inspections |
| Labor discount | 15% off all labor |
| Parts discount | 10% off parts |
| Priority scheduling | Guaranteed next-day booking |
| Emergency response | 4-hour response window |
Benefits are automatically applied at invoice time when a member's job is created.
Configuring Scheduled Visits
If the plan includes maintenance visits, set the number per year and the preferred scheduling window (e.g., Spring, Fall). DramTrade will remind both the dispatcher and the member when a visit is due.
Enrolling a Customer
From the customer profile, click Add Membership. Select a plan, confirm the billing start date, and enter or confirm the payment method on file. Enrollment creates a Stax recurring charge subscription and updates the customer's profile with active member status.
Members receive a welcome email with their plan details and a link to the customer portal.
Managing Active Members
Memberships > Members shows all active, paused, and lapsed members. Filter by:
- Plan type
- Renewal date range
- Retention score
- Payment status
Pausing and Cancelling
Pausing a membership suspends billing and removes priority scheduling for a defined period (e.g., a seasonal property owner who is away for the summer). Billing resumes automatically on the resume date.
Cancellations can be immediate or end-of-term. DramTrade logs a cancellation reason and triggers an optional win-back automation.
Retention Tools
At-Risk Member Alerts
Members with a retention score below 40 appear in the At-Risk view. Common triggers include:
- Unused scheduled visits with fewer than 60 days remaining in the plan year
- A failed payment not resolved within 7 days
- No service activity in the past 6 months
Win-Back Campaigns
When a member cancels, DramTrade can automatically enroll them in a win-back sequence — a series of SMS and email messages offering a promotional rate to re-enroll. Configure sequences under Settings > Memberships > Win-Back.
Promotional Offers
Create time-limited promotions under Memberships > Promotions:
- Discounted first-year rate
- Referral credits
- Upgrade incentives (e.g., move from standard to premium plan)
Promotions can be applied manually at enrollment or distributed via campaign links.
Member Benefits at the Job Level
When a dispatcher creates a job for an active member, DramTrade automatically:
- Flags the job as a member job on the dispatch board
- Applies the appropriate labor and parts discounts to the draft invoice
- Marks the job as fulfilling a scheduled visit if applicable
Technicians see member status in the mobile app before arriving on site.
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