Setting Up Gladstone 360 Membership Workflows

Problem

Site administrators need to build the Gladstone360 workflows staff use to add contacts and sell memberships, choose which memberships each workflow offers, and add their own fields to the record.

Resolution

Create a workflow

1. Open Workflows

   • In Gladstone360, click the cog (top right) > Configuration > Workflows.
   • Turn off the default Quick add and Add with details workflows. They can't be edited and give poor data.

2. Add the workflow

   • Click Add workflow and enter:
     • an ID with a prefix and number (for example CONTACTADULT01, MEM01) so related workflows group together;
     • the button name staff will see;
     • the sites it's used at;
     • the roles allowed to run it;
     • the type: Add contact, Add membership, Freeze or Cancel.

3. Choose the steps

   • Choose and order the steps (for example personal details, contact details, address, picture, card, preferences, additional information, documents, membership). Two to four steps is usually enough.

4. Set completion

   • Set completion: the status and price level to apply, and where to go next (for membership workflows, the POS screen).

5. Enable it

   • Enable the workflow.
   • To make a similar one, copy it (Save as), then change the button name and price level. The type can't be changed on a copy.

Make a membership appear in a membership workflow

1. Add the group to the subscription

   • In Plus2, go to Configuration > Financial > Subscriptions > Subscription Types, edit the subscription and, on the More Details tab, add the subscription type group the workflow uses (for example WF001).

2. Tick a new group in the GMC (if applicable)

   • If the group is new, tick it in GMC > Configuration > Gladstone360 Front of House > Membership Settings > Front of House Subscription Groups.

3. Add the group to the workflow

   • In the workflow's membership step, add the group.
   • Check the subscription's price product has the right price levels ticked.

4. Check it appears

   • Refresh Gladstone360 (or sign out and in) and check the membership appears.
   • To take a membership off a workflow, remove the group from the subscription's More Details tab (for example move it to an unticked group such as Miscellaneous).

Add your own fields (user fields)

1. Create the user field

   • In Plus2, set up the user field in Configuration > Membership > User Fields.

2. Add it to the screen profile

   • Add it to the Gladstone360 screen profile in Configuration > Membership > Screen Profiles. The profile used for the member record's user field tabs must have an ID starting USERF. Move the field across from the available fields.

3. Make it required in a workflow (if applicable)

   • To make staff complete a field during a workflow, create a separate screen profile (for example a concession profile with concession eligibility required) and choose it on the workflow's Additional information step.

4. Sign out and back in

   • Sign out and back in to see the change.

Notes

• Before you start:
  • You need permission to configure workflows in Gladstone360, access to GMC configuration, and Plus2 configuration access.
  • Configuration is done by your site. Gladstone support doesn't build memberships or workflows for you.
  • Plan first: list the memberships you'll sell in Gladstone360 and the price level and status each should give.
  • Changes show after a browser refresh, or after signing out and back in.
• Add contact workflows collect a new record's details and set its price level and status. Use one per price level (for example New adult, New junior). The date of birth is checked against the price level.
• Add membership workflows only run on an existing record. Each sets one price level at the end, so you need one per resulting price level.
• Freeze workflows (Freeze Contact) are the recommended way for front of house to freeze a membership. Freeze settings are configured in the workflow itself and in GMC > Configuration > Gladstone360 Contacts > Freeze Settings. See Freezing a Membership in Gladstone 360.
• A workflow only lists subscriptions sold at the current site, so one group can serve every centre.
• The price level a member gets after buying comes from each subscription's front of house settings in GMC. Set it for every subscription sold in Gladstone360.
• Leave the documents step out unless you need it (for example proof of student status): it slows the workflow.
• The picture step can't be made mandatory, so a broken camera doesn't block staff.
• Once a pick-list user field has a value, it can't be cleared. Add an option such as None or Prefer not to say.
• Set phone-number user fields as free text, or the leading 0 is dropped.
• Use a pick-list user field (not free text) for reasons you want to report on.
• To rename a workflow button, edit the workflow. The change shows straight away.
• Restrict an add-on to members with certain subscriptions by adding subscription restrictions on the add-on's price product (Restrictions tab in Plus2). The workflow then doesn't appear for other members. On Go Book, a bolt-on membership (for example a junior swim bolt-on) currently can't be restricted (for example to junior members). A restriction is planned, but there's no date yet: sell restricted bolt-ons at the desk.
• Membership types display alphabetically. The order can't be changed.
• Troubleshooting:
  • A new membership isn't in the workflow: the group wasn't added on the subscription, the group isn't ticked in GMC, or it wasn't added to the workflow. Follow "Make a membership appear in a membership workflow" in order. Clear the browser cache after many changes.
  • A membership shows for some members but not others: the price product isn't ticked for that member's price level, or the price product's calendar is wrong. Tick the member's price level on the price product and check its calendar.
  • A user field doesn't show in Gladstone360: it isn't in the USERF screen profile, or it's listed before Privacy policy. Add it to the screen profile after Privacy policy. Sign out and in.
  • One workflow errors at the sale: there are duplicate workflows with the same ID. Raise a case.
  • Staff see a workflow they shouldn't: their role is ticked on the workflow. Remove the role from the workflow.
• Common questions:
  • Can Gladstone set up a new membership or workflow for us? No. Configuration is done by your site using the knowledge base guides. Speak to your site administrator.
  • Can we hide an old membership that has been sold? Yes. Move it to a group that isn't ticked in GMC (for example Miscellaneous). Sold subscriptions can't be deleted.
  • Can a workflow change a customer's price level later? No. Staff with permission change the price level on the personal details card.
• When to contact Gladstone support:
  • A workflow errors when selling: include the site, workflow name and error message.
  • You want staff to see only your own ID token types (the default Card type can't be deleted).
• Related: Creating a Workflow in Gladstone360; Designing Gladstone 360 Add Contact Workflows; Configuring Screen Profiles for Gladstone360; Selling a Membership in Gladstone 360.

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