Showcase: Facility Flow – simplicity in a Wellness Billing Platform

Introduction

Our features page on the TransactWellness website gives only a small glimpse of the power of FacilityFlow, a business software platform for places of Wellness.  This post will outline how even our most basic tier can support the models of many different wellness niches and enable them to be successful from day 1.  May it offer transparency and value to our customers, and our non customers alike.  The intention of this post is to organize the finer details of FacilityFlow, so that existing customers can understand specific scenarios their facility may run into, or so that prospective customers can decide if FacilityFlow is the right fit for their business at this time.  If you read this article and find we are missing any features needed for your business model, we encourage you to:

  1.  Tell us which features you desire by emailing flow@tranactwellness.com
  2.  Check back frequently for updates on this article. Our features get developed fast, and we will update newly supported features here.
  3. Consider applying for our “Going With the Flow” membership tier.

Going With the Flow

Test Facility partnership opportunity

If you’re unimpressed with the other software solutions in your wellness niche, we welcome you to apply for “Going with the Flow“, our Test Facility program.  This program gives discounts and accepted applicants receive all new production-ready features first.  Our architects, engineers, and UX staff communicate often and work on regular testing intervals with a feedback loop for features or bug fixes.  After the group of Test Facilities unanimously signs off on the features from a given testing interval, the features are then released to all other customers.  Because of the focus needed for us to serve adequately, there are only a limited amount of applicants accepted to this program.  If the program is full, we will put accepted applicants on a waiting list and invite you to use and enjoy the platform with the public until enough space becomes available in the testing program.  For more information, and to apply, visit: https://www.transactwellness.com/go-with-the-flow

The FacilityFlow platform

Service Tickets: your wellness currency

The foundation and economy of FacilityFlow is driven by Service Tickets.

A Service Ticket is a credit or allowance that a wellness patron may exchange for a rendered Service offered in one of its available Service Location(s).

Every appointment booking or group class checkin that gets completed must consume the appropriate Service Ticket from the patron’s balance in order to be marked as a valid Wellness transaction.  Service Tickets can be purchased when paying for appointments; when buying punch cards; they can be free credits; they can be accrued because of recurring memberships you offer; they can also expire, be spent, and even be forfeited for missing an appointment.  Don’t be alarmed.  These Service Tickets give YOU, the facility owner the power to flow transactions your way and keep your patrons accountable and on track to healing.

The following is an example of some Service Ticket transactions that have successfully flown through a facility already in business.  A full timeline of Services sold through your business can be searched, managed, and easily visualized:

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Each Service Ticket transaction can optionally show its associated sibling transactions for the best possible visualization of history for troubleshooting.  Here is a transaction where Mr. Curry used one of his Service Tickets in May from a Punch Card that he purchased long ago on October 4th, 2017.  The ability to expand related transactions shows an overview of all transactions related to the Punch Card, including the upcoming expiration of the Punch Card’s remaining Service Tickets on May 30:

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Another example shows Mr. Brady’s most recent accrual of Service Tickets from a Membership Subscription to which he belongs.  He accrues 2 Massages per month that don’t expire, and 3 Floatation Therapy sessions a week that do not carry over.  These transactions are seen and visualized in the ledger as well:

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A brief tour of FacilityFlow pages

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This is the page that will usually sit open on the front-of-house computer.  It allows for staff to manage appointments and group class checkins as they arrive.  It also allows for facility staff to check availability and book appointments easily when fielding phone calls.  The patron initiated booking mechanisms are available in the PREMIUM tier and above through the use of “website integration”.  Web embed settings for your website can be found in the top right dropdown of FacilityFlow.

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Set up your Service Locations and Services here.  Service Locations are typically rooms or areas of your center.  Appointment Services require a duration and are assignable to Service Locations with a capacity equal to 1.  Group Services can set recurring and non recurring schedules for classes in Service Locations where capacity is greater than 1.  This is also the page where you can search and manage all Service Ticket history.

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Anyone who has booked an appointment or purchased with your center will appear in this list.  Here, staff admins can add new people to the system if they do not yet have a TransactWellness account.  When added here, patrons are sent information to complete the patron registration process, although it isn’t required.  Registered patrons can view and manage payment sources, membership information, service ticket balances, and more.  The login page for patrons is located at https://app.transactwellness.com/#/

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From here, you can define custom Membership offerings by packaging together Services that you created earlier.  You can manage Subscriptions connected to any of your memberships for new signups, failed payment resolution, and cancellations.

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Sell or credit Service Tickets individually or as punch cards from this page.  See failed and successful merchant transactions.  You may partially or fully refund any merchant transaction.   Here, you can also decide what to do with failed Membership subscription charges that resulted in cancellation of Membership.

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If you upload a Waiver pdf, your patrons will be prompted through various channels to digitally sign the Waiver before attending their first appointment.  From this page, you can manage and update Waiver versions.  If you update a Waiver to a new version, all of your patrons will be prompted to re-sign the Waiver whenever possible.  The automated checkin kiosk of the ADVANCED tier and above allows for patrons to sign the Waiver with their finger upon arriving to the facility.

Getting Started

There are very few steps required for setting up FacilityFlow, and your business can start processing transactions from day 1, if desired.  The initial setup process is complete after the following:

  1. Provide the necessary information for a merchant account with Stripe for your business, and automatically connect the account to TransactWellness, so that you can get paid.
  2. Create the Service Locations, Services, and optional Memberships that you wish to offer.
  3. Open your facility doors and allow patrons to purchase Service Tickets and schedule appointments for your Services.

Waivers and other platform configurations can be addressed at any other time.

Facility Enrollment

  1. Create a TransactWellness business account.  This includes the contact information for the business that you are registering as a merchant in FacilityFlow. https://flow.transactwellness.com/#/register
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  2. Confirm your email address by clicking the link in the confirmation email by TransactWellness.  If you did not receive an email, first, check your spam folder.  If not there, please email support@transactwellness.com for assistance.
  3. Sign into FacilityFlow with the login credentials you created.  https://flow.transactwellness.com/#/
  4. Set your payment method the will be debited for your regular monthly platform service fee, then pick the FacilityFlow tier with your desired features and pricing:Screen Shot 2018-05-29 at 10.18.18 AM
  5. Click the blue “Connect with Stripe” button (top right).  Provide your business information to Stripe for merchant accountability and PCI compliant billing:Screen Shot 2018-05-29 at 10.55.55 AM

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Once this process is complete, you are redirected back to FacilityFlow.  The rest of the platform’s pages are now unlocked for you to configure your facility’s business model.  You are redirected to the Waivers page.  This is a good first step to remember before going live with your offered Services.  Waivers are optional and can be set up at a later date.

Planning your Service Locations and Services

Service Locations

FacilityFlow is flexible.  Even if our current features do not seem to support your plan, there is usually a workaround we can provide to accomplish your desired results until the feature has been built out of our software roadmap.

Service Locations define the hours of operation and availability of your facility’s offerings.

In addition to defining the hours of operation, Service Location availability is built into the FacilityFlow scheduling mechanisms, so that no double booking shall ever occur.  For each available Service Location, define a capacity, and the weekly hours in which services can be offered.

Examples of Service Locations:

  • Float Tank Room – capacity: 1
  • Medium Aerobic Room – capacity: 30
  • Large Aerobic Room – capacity: 50
  • Massage Room – capacity: 1
  • Workout Area – capacity: 40

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Services

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Services are optionally assigned a “maintenance time.”  This reflects the number of minutes that the booked Service Location will be left unavailable to the booking scheduler after each Appointment or Group Class.  This feature is great for places like Floatation Therapy where you really need to fine tune the turnover and resource availability of your private rooms. ie: To create a Service with 15 minutes of padding at the start and end, create a “60 minute Float” with a duration of 1 hour and 15 minutes, and 15 minutes of maintenance time.

Appointment Services are assigned a duration and can only be offered in Service Locations that have a capacity of 1.  Booking availability is figured by checking the Service duration with the unbooked times for all valid Service Locations .

Examples of Appointment Services:

  • 60 Minute Massage
  • 90 Minute Float
  • 30 Minute Physical Therapy
  • 1 hour Accupuncture
  • etc…

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Group Services are scheduled into Service Locations that have a capacity greater than 1.  Booking availability and class duration is defined by a recurring or non-recurring schedules.

Examples of Group Services:

  • Yoga Flow
  • Power Yoga
  • Beginners Yoga
  • Crossfit
  • ZUMBA
  • Kickboxing
  • etc…

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Coming Soon

We are working on 2 important feature enhancements that will support Wellness better:

  1. The ability to schedule Appointment Services in Service Locations with a capacity greater than 1.  This will allow large gyms like Crossfit and Rock Climbing facilities the ability to have open areas where they can schedule classes and Appointments simultaneously.  For example:
    • A Crossfit Class and a separate personal training session held at the same time in the same area.
    • A large Rock climbing area in which patrons can come and go. Notifications are received when the capacity is reached.
  2. Staff Management.  Like Service Locations, different Service Providers availability will be available in the scheduling and booking mechanisms.  This allows patrons to filter by Service Provider or staff member who performs the Service.  Until this feature is enabled, we recommend setting your staff members as the actual Service Locations in the meantime.

These features are being developed now with our Test Facility Program and will be available to the public in the coming weeks.

Doing Business

Booking

Once you have attractive Service offerings, its time to start transacting Service Tickets in the numerous ways that FacilityFlow serves you with.  From here, it is recommended to finalize your Waiver, Membership offerings, and any People you wish to import as customers from your records or old systems.   This section shows you how to book the Services you’ve defined for your business and explains the details on how to package your offerings for Memberships.

Staff Initiated Booking

The STANDARD tier allows for appointment booking via communication with one or more facility staff.  The staff use the front of house computer loaded with FacilityFlow to book appointments and / or create customers directly from the Schedule page where they also check in arriving guests.

Group Services can be booked by selecting the previously scheduled class on the calendar:
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Or by using the booking menu on the right to view a weekly overview of scheduled classes to pick from:
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Appointment Services are not tied to a previously defined schedule, so booking is constrained only to the booking menu on the right hand side, and appointments will appear on the schedule calendar only after they are booked:

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Your schedule will automatically be blocked off for booking Appointment Services at the times where all connected Service Locations are occupied.

Patron Initiated Booking

For PREMIUM tier subscribers and above, your facility may have an embedded scheduler linked from your own website.  Through this scheduler, patrons, new or existing are able to search availability of your Services and proceed through the entire booking process without your staff involved.  Existing members can even use Service Tickets stored on their account when booking their appointments.

The web embed configuration settings are found in the upper right dropdown menu, but will not be enabled until embedded on your actual website.  The changes on your website will be reflected automatically if you make changes to your Services or Service Locations.  The following version is shown in preview mode.  It works the same when embedded into your actual website.

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When Customers Arrive at Your Facility

The Schedule page has the latest bookings and can easily navigate to the current time bar.  The “current time” bar will move down the Schedule gradually.  When it passes any scheduled appointment or class, the calendar event goes into a resolution state.  Once the appointment or class has a valid Service Ticket for all present parties, it turns from red to gray:

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If present, Service Tickets are automatically consumed or collected from the patron’s account balance within a few minutes of the appointment starting time.  You will see this reflected in the Service Ticket transaction history page.  Collecting tickets this way gives the facility full power to either keep or return the Service Ticket if the patron broke any cancellation policy.  Staff members may also choose whether or not it is required to hold a credit card at booking time for new people who have not yet purchased any Service Tickets.  Patron initiated bookings always require the storage of a credit card.

Group Class Checkin

Bookings for Group Classes are more tentative than those for Appointments.

Group class bookings are a patron’s intention to attend a class, whereas a “checkin” means that they are physically present at the facility.

When you click a group class on the schedule, you’ll see separate tabs for bookings and checkins.  You can easily move a patron from booked to checked in upon arrival.  Drop ins who were not booked immediately go into the checked in list.  The only Service Tickets to be collected after class starts will be those from the list of checked in patrons.  Use the booking list to manage or penalize patrons who booked but never arrived to check in.

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Patron Checkin Kiosk

As part of our ADVANCED tier and above, staff can enjoy a faster checkin process for arriving guests.  This feature allows for reading and signing the Waiver from one or more tablets. The tier will soon include class checkins and other useful tools through this kiosk to speed up the flow of traffic through your facility, especially those who hold many group classes or have many dropins with small staff numbers.

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Customers who come back

Memberships and advanced Service Ticket sales (Punch Cards) are great ways to consistently sell more Services.

Membership offerings are a set of predefined Service Tickets that accrue into the accounts of all those subscribed on regular intervals

Only active Membership offerings will be shown when users are prompted to enroll.  Staff can create subscriptions from the Memberships page of FacilityFlow by clicking on the membership list item to view or create enrolled subscriptions.  For PREMIUM tiers and above, users can also enroll for Membership subscriptions directly from your website.  When a Membership is disabled, it will no longer show on your website for new enrollments, however the existing subscriptions for the deactivated Membership stay in tact.  If you wish to fully retire or edit a membership, all subscribed People must be enrolled to a new Membership offering. Coming soon, patrons will also be able to enroll for subscriptions via the TransactWellness app once they are a Person in the system connected to your facility.

Membership subscriptions can accrue Service Tickets for one or more of your registered Services.  Accruals can happen weekly or monthly, and they can be set to carry over to future time frames or to expire if any any remain upon the next accrual date.  Any Service definitions can also allow unlimited access, or they can have a specific “member price,” which is the price thats used for the individual service if the subscribed member runs out of Service Tickets in their account, but wants to purchase a drop in session.  Membership subscriptions are billed monthly near the anniversary of enrollment.  The first charge and membership accruals are effective immediately after purchasing a subscription.

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The Service Ticket accrual rules are added and customized on the right.  Be sure to click the “+” button to fully add each rule and member price before continuing.  Existing Memberships can be enabled or disabled from the Memberships list page:

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Subscriptions for a given Membership can be viewed and managed by clicking the Membership list item:

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Sell Service Tickets

From the financials page, a facility staff member may sell any combination of Service Tickets as a one time sale.  The Service Ticket rules for the one time purchase are constructed similarly to the way they are built with Memberships, except it doesn’t involve member pricing.  You may still set an optional expiration date for the Service Tickets for the one time purchase.  Use the Financials page to make transactions of this type:

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Merchant Reporting

Once transactions and Service Tickets are flowing, you can make use of the Financials page to manage successful and failed merchant charges.  If the merchant charge belonged to a membership, the resolution steps are communicated to both the admin and the subscriber for the fastest possible fix to keep the subscription alive.  If the subscription billing fails twice, the subscription is automatically cancelled.  The best way to view reporting of merchant charges and tax info is through the Stripe Dashboard.  This can be accessed at https://dashboard.stripe.com or through the Stripe Dashboard link on the Account Settings page from the patron app: https://app.transactwellness.com/#/ (See next section)

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TransactWellness app for patrons

We have an app in which patrons can manage payment sources, subscriptions, and eventually appointments and other features.  Even if you are an owner or staff at a facility, you still have a TransactWellness patron account so that you can book appointments or purchase Memberships at your own or others’ facilities.  For facility admins, the patron app is also where the modification of your sensitive data happens so that staff is not exposed to any of it on the front of house computer.

Here is an example of your admin settings, where you can upload your logo files to be used in automated digital communication.  You can also see a link to the Stripe Dashboard from here:

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From the dashboard, patrons can view their Service Ticket balances, Membership subscriptions, or even digitally sign your facility’s Waiver, if applicable:

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Conclusion

FacilityFlow is ready to be a lightweight platform that serves your facility’s billing and scheduling needs in simple ways.  Over the next several months, we are improving upon the various ways in which facilities can be modeled so that we can help increase the quality and availability of Wellness services for the general public.  Please continue follow our blog to learn more next time about how we are flowing large amounts of financial capital into our Wellness network to the benefit of our customers and their patrons.  We are committed to help stop such fierce competition in the industry because of things like Groupon and other deals sites that hurt the small business markets by pinning them against each other in exchange for overly glorified marketing exposure.  If you still have questions about the platform, please comment below, or send us electronic mail to flow@transactwellness.com.  We will thoughtfully respond as soon as we are able.

What’s Next

The following items are being worked on with our Test Facility Program:

  • Staff Management
    • Currently being implemented.  Allows for staff to set their schedules or admins to set staff schedules.  Staff availability is cross referenced with Service Location availability when booking applicable Services.  Like Service Locations, patrons may choose or filter by staff members when making booking selections.
  • Donation Platform and Network Memberships
    • Currently being implemented. Service Tickets can be distributed to patrons through donors or Network Memberships that TransactWellness offers.  These programs will be opt-in programs that will allow facilities to forget about trying to find customers, and instead, let us bring the customers to YOU.  Facilities are paid out full prices for the Services that are rendered.  Please stay tuned for a blog post detailing this topic very soon.
  • Promos
    • Offer your own “Groupon-like” deals.  Allow for limited numbers of deals or free trial periods for your Wellness memberships to be handled automatically by FacilityFlow.
  • Referral Networks
    • FacilityFlow will automatically track referred members and let you define discounts for members who refer others.  These discounts will be automatically applied for as long as the referred patrons continue purchasing Services or Memberships.
  • Wait List
    • The ability to be put on a list if a Group class or appointment booking availability is completely full.
  • Gift Cards
    • Ability to distribute physical gift cards for dollar amounts.