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FAQ

FAQ

Why do we require a credit/debit card for immediate payments? For ABC Clubs: Why does my billing & management software mandate this process?2018-11-20T22:46:00+00:00

The short answer? Risk management.

“ACH transactions sometimes take longer to settle as a risk management measure. Credit and debit card transactions are authorized and approved immediately, so unless the consumer later says the transaction was fraudulent, the transaction will typically go through. However, ACH transactions aren’t authorized right away and can be rejected or reversed after they’re submitted to the receiving bank (the customer’s bank).”

Read more on this here: https://healpay.com/2015/09/28/why-do-ach-payments-take-so-long-to-settle/

While attempting entering a credit card, my Scan Credit Card option does not appear on the keyboard. Why is this?2018-11-20T22:30:35+00:00

Make sure that the direct link to your DGR on the iPad home screen was not added as an App button saved to the Home Screen. If you are not launching the DGR from Safari on the iPad, please delete this app button and save it as a Favorite to access your DGR link. Since you are collecting and transmitting secure information, launching from Safari is required to use the optical scan feature.

When manually adding a lead, does the sales person have to manually select a track?2018-11-20T21:13:05+00:00

No, if there are automatic tracks set up, whoever is adding a lead does not have to manually select a track. Find out more about automatic tracks.

When an appointment is scheduled, tracks for that lead are cancelled if:2019-04-11T17:50:07+00:00

♦ There is no type defined for the track (lead/member/etc)

This means that when an appointment is scheduled, all other non-lead-or-member-specific tracks will be canceled. In this case, the only tracks that you have that are non-lead-or-member-specific is the General Long-Term Communications track, however – this track will NOT cancel due to it having an option selected to keep it active at all times. All other tracks have the type of Lead or Member.

⇒ What is a lead-specific track? Lead specific tracks are set as Lead-type when created, and will only be active if the lead is still a lead and will cancel if the lead becomes a member.
⇒ What is a member-specific track? Member tracks are set as Member-type when created, and will only be active if a member is still a member, and will cancel if they are no longer a member (and their status changes in the system) or opt-out of communications.

♦ Or if the track type equals the Appt type (like Sales for the appointment and “Appt – Sales” for the track type)

This means that if a (Membership) Sales Appointment is already scheduled for the lead in the system, and a NEW (Membership) Sales Appointment is created (either via reschedule or creating a new one), the existing  (Membership) Sales Appointment track will be cancelled and the NEW one will be started. This is so the lead has the most up-to-date information as far as confirmations/reminders go.

However, if you schedule a (PT) Sales Appointment, the (Membership) Sales Appointment tracks will NOT cancel.

♦ Or if the track type is ‘lead’

This means that when an appointment is scheduled, all current Lead-type tracks (tracks that are set as a type of Lead upon creation) will cancel since the appointment goal has been met.

If the appointment is missed, the Appointment Missed track will auto-start. If the appointment is a show, and they sign into the DGR when they arrive, but do not purchase a membership, the Missed Guest Track will auto-start.

What kind of WiFi recommendations in terms of upload speed does VFPnext need?2018-11-20T22:32:58+00:00

Please refer to the Network Recommendations:
[pdf-embedder url=”https://vfpnext.wpengine.com/wp-content/uploads/2017/10/VFPnext®-Network-OS-Browser-and-Device-Recommendations-v2019_11.13.pdf”]

What happens if the same Guest is entered into the DGR twice, possibly days apart?2018-11-20T21:18:30+00:00

Our system checks cell phone number and/or email address in a duplicate-check to make sure that this guest is not entered twice. If the guest’s email or cell phone match an existing record, a prompt will show asking if the existing record is the same guest that is attempting a new sign-in, or if they are related to the guest, and it will give options from there to either check in as the existing guest, or add a new guest as a family member or other related record type.

What happens if I forget to Complete Registration for a Guest after filling out the DGR?2018-11-20T21:05:31+00:00

For ABC DataTrak users: Our system syncs with the ABC Data Track system every 2 hours. A guest that was entered in but not processed will be synced at this time. The 2 hour window exists for you to have enough time to Tour or Enroll the member instead of completing the registration and sending the Guest data to ABC Data Track as a prospect.

For all other synced billing and management software users: This feature may vary by club, please contact your VFPnext representative for more information.

For non-synced users: This feature does not apply since the leads and members are converted and maintained all within VFPnext via the Make Sale functionality.

What device(s) should I use to run VFPnext?2018-11-09T23:39:37+00:00

For optimal speed/performance and features, VFP very strongly recommends:  newer model iPads with Safari for the DGR/Tour/DE and Chrome browser on laptops/desktop computers. 
(while the VFPnext system may open/run on other devices/browsers, the results will be less than ideal speed/performance/features)
Once I enter in a guest in the DGR, I have problems going to the tour or enrollment. Getting error message that it’s a bad link.2018-11-20T22:28:56+00:00

This issue is tied to saving your DGR link as a home button on the iPad. Delete the home (app) button for the DGR on the iPad’s home screen, go into Safari and enter your DGR link manually and save it as a Favorite inside of Safari, do NOT save to home screen.

My Welcome Email password link doesn’t work?2018-11-09T23:55:43+00:00

The Welcome Email set-password links expire after 24 hours. No problem, though, we can generate a temporary password for you to get you logged in if you’ve missed that 24 hour window!

Is there a Spanish version available for the Digital Guest Register?2018-11-20T20:59:03+00:00

Yes, currently the Digital Guest Register can be toggled to be viewed in Spanish. If you have The Tour enabled, each Tour would need custom translations since they are not all the same – you can provide the Spanish version of your custom Tour pages. If you need the Spanish option enabled for your DGR, please contact your VFPnext representative.

If the screen doesn’t rotate on your iPad2018-11-20T22:30:56+00:00

If the screen on your iOS device won’t rotate, learn what to do.

  1. Make sure that Portrait Orientation Lock is turned off. To check, open Control Center. If you see , tap it to turn Portrait Orientation Lock off.
  2. Restart your iPhone, iPad, or iPod touch.
  3. Try a different app, like Safari or Notes. Some apps or screens only support portrait or landscape mode.

Learn More or get assistance.

If I need to change my pricing on the iPads, what do I need to do?2018-11-20T21:45:06+00:00

For integrations with billing & management software: To modify an existing plan, change the numbers inside your billing & management software and tap the Refresh Plans button on the Digital Enrollment. If you are creating a new plan, or wish to add different payment options that have different fees (such as a processing fee for credit card sales), you will need to configure this in your billing and management software first, then notify us of the change so we can sync the plans up with the newly created plans. *If you are not the controller of your billing and management system, please notify the controller to make these changes for you, and notify your VFPnext representative when the changes are complete.

For non-integrated users: Please contact your VFPnext representative to assist in making pricing changes to the Membership, PT, or Service options in the system.

I’m getting a timeout error while accessing/navigating pages or my pages are loading very slowly. What’s going on?2018-11-20T22:30:27+00:00

This error is generally due to a bandwidth issue since VFPnext should only be used with stable internet access. Due to the robust nature of this system, it does require stable bandwidth from a secured network (not shared with facility guests or staff mobile devices) to work at optimal speed.

General rules of thumb:

  1. Desktop computers should be hard-wired to the internet, no issue should arise if configured this way.
  2. iPads should be connected to the WiFi via a secured network that is NOT shared with facility guests or staff mobile devices and the WiFi connection should provide a minimum of 3Mbps per device (if no Tour is used) or 8Mbps per device (if Tour is used), and “jitter” should be no more than 1. Run a speedtest from your iPad by going to this link: speed.vfpnext.com

To make sure that your VFPnext is performing as it should, please refer to the Network Recommendations: [pdf-embedder url=”https://vfpnext.wpengine.com/wp-content/uploads/2017/10/VFPnext®-Network-OS-Browser-and-Device-Recommendations-v2019_11.13.pdf”]

How many logins do we receive as part of our contract?2018-11-09T23:51:45+00:00

There is no limit to the number of logins you may have. We understand the fluidity of staffing in the industry, we want to make this as easy on you as possible!

How many iPads should we have per location?2018-11-20T22:34:49+00:00

Each facility is different. The best way for VFPnext to help guide this is to think about how many tours or guests you may have coming in at one time. For Pre-Sale locations, this may be higher due to volume.

Most clubs should have at least 3-4 iPads; 2 for the Front Desk Guest Register, and 2-3 for the Membership Concierge.

How long should I expect to wait to receive a response or resolution to a request I make?2018-11-20T22:43:16+00:00

Generally speaking, the team at VFPnext works to ensure that emails are answered on the same day before 5pm CST – to advise next steps. Because of the nature of partnerships with billing and management systems, plan changes will need to be adjusted first in the billing and management side, and then added or adjusted in VFPnext.  This process can be as quick as an overnight sync, or the 48hr billing and management plan update guidelines.

If a request you’ve made is a suggestion / enhancement to the system, the request will be put through a vetting process to find it’s place in the development roadmap, or will be reserved for future development. If the enhancement request is found to be usable by 80% of the existing VFPnext user base, the enhancement may be expedited at the discretion of the Project Manager.

For requests that are the result of an error in the system, these are put in an expedited queue. The only delay to error-fix requests will be as a result of lack of information. Any emails sent back requesting more information must be answered promptly to continue the expedited process. When submitting what’s believed to be an error, please provide as many examples as you can; screenshots, videos, and process taken to achieve the error will help expedite the investigation and resolution even faster.

For the best error-resolution customer service, please submit errors to support@vfp.us

How do you schedule / reschedule an appointment?2018-11-20T21:13:52+00:00

You schedule an appointment by simply selecting a date/time from the picker (when adding a new lead), or clicking directly on the calendar either in the main calendar view or from the Calendar tab within the lead or member profile page.

Take a look at the quick video on Rescheduling an Appointment!

How do I log in to VFPnext Data Box?2018-11-20T21:12:40+00:00

In your browser, navigate to https://vfpnext.com/login, enter the username and password provided to you by VFP.

How do I get the right staff to show in the DGR/DE Staff Lists?2018-11-20T21:10:57+00:00

Typically, with most billing and management software integrations, you will need to be in the (appropriate club assignment, if applicable), appropriate department or have an appropriate title to appear in the DGR/DE lists, examples are Sales, Manager, Front Desk, etc. With some billing and management integrations, this is automatic based on what department or title is assigned there, with others, it requires manual entry in the VFPnext system.

Without an external billing & management software integration, the Staff should have the appropriate title, and the system should be set up to show that title in the DGR and DE.

How do I add/delete staff names from the staff pick lists?2018-11-20T21:30:43+00:00

FOR DGR/DE Staff Lists:

For all integrations with billing & management software: All staff edits must be made inside of the billing & management system. Currently our system looks for staff members who are under specific titles/departments associated with the staff member in the billing & management software. Typically, any staff who will be touring guests or participating in any portion of the sales process will need to be in a department, or have a title, that contains Sales – it does not have to exactly match Sales, but should contain the word in it. This is the default setting, but can be modified to include other titles/departments per location.

For non-integrated users: All staff edits can be made directly in the VFPnext system and the staff titles would need to match the titles chosen in each location’s set-up. Please contact your VFPnext representative to see what titles are currently set to show in the Digital Guest Register / Digital Enrollment.

FOR CRM/STM Staff Lists:

If the staff does not need to work leads in the system, and therefore does not need to appear in the Agenda, Calendar, or other CRM lists, please see the following:

  1. If the staff is no longer employed with the company, the staff should be deleted from the VFPnext system and their existing leads transferred to a new lead owner so the communication follow up is continued.
  2. If the staff is still employed with the company, but does not work an Agenda, or get assigned appointments in the Calendar, but still needs to be able to Tour guests and sell memberships via the Digital Enrollment, the staff status can be changed to Active – Reports Only in their staff profile (Admin access only). If you do not see this in the staff profile, please request this update from your VFPnext representative or via the Help Chat.
  3. If the staff is still employed with the company, but holds an administrative role only, please request this update from your VFPnext representative or via Help Chat.
How do I add new tracks?2019-04-11T17:53:49+00:00

From your VFP Data Box dashboard, click the Tracks icon:

Click the “Create New Track” button:

Fill out the highly customizable form to create your new track, including action items and scripting!
*Tracks permissions must be enabled after a Tracks Training session.

Do I have to be a lead owner to attach referrals to a lead?2018-11-20T21:12:53+00:00

No, you can attach referrals to a lead without being the lead’s owner.

Can we send custom texts?2018-11-20T21:11:38+00:00

Yes! You can send custom texts as well as follow along with what text have already been sent to the customer!

Can we hide suggested tracks from the manual add-lead screen?2018-11-20T21:12:08+00:00

Not at this time.

Can PIF payments or payments due today be paid with a check or ACH?2018-11-20T22:44:51+00:00

PIF Memberships require a downpayment (or balance) due today, ACH processing does not accommodate payments due today because of the delay in processing, so a credit/debit card will be required to collect instant (or batched at the end of the day) payments for the Paid In Full options for your protection.

For billing and management software integrations: this is a mandate from that we must adhere to.

Can I be in the system and not work leads?2018-11-10T00:02:50+00:00

The full question: Will having a login prompt the system to funnel any leads to us, create any tasks, etc. that will therefore be left unattended since we do not work the CRM?

Short answer: Yes, you can!*

Important answer with explanation: If you are not in the club full time, or you have other managerial duties and you will want to – on occasion – guide a guest through a tour or complete a membership, you can show up in the Digital Guest Register and Digital Enrollment staff lists. (see How do I get the right staff to show in the DGR/DE Staff Lists? question below for more information)

The important thing to remember here is AFTER you tour and/or after you complete a membership, it’s best that you introduce the guest/new member to the new staff person you will be assigning to them from that point forward – *then go into the CRM, search for that guest/member, and TRANSFER that guest/member to the new staff person.

The system is designed to work intuitively from the start. So the guest will sign in, be claimed by a staff person, then taken on a tour. The staff person that claims that guest will be assigned to that guest for all future steps in their guest and member journey. The staff will also get credit for the tour, and for the membership presentation (if that is being tracked in your system).

You can also simply have a login to review reports and maintain administrative duties.

Can GMs do single lead transfers?2018-11-20T21:12:21+00:00

Not at this time.

Can cash payments be accepted through the Digital Enrollment?2018-11-20T22:43:54+00:00

Unfortunately, we cannot process a cash payment from the iPads. The iPad’s interface is authorized like an online platform since it can be accessed anywhere. The level of authorization does not include a connection to a POS system or cash drawer. If you’d like to process cash payments, you can proceed through the DGR, and through the Tour, then present the membership plans from the iPad, but the actual cash membership sale would need to be transitioned over to DataTrak with secure and authorized access to your cash drawer(s).

ABC DataTrak Integration: When I go to complete the membership, I get a SalesID error. Why does this happen?2018-11-20T22:30:45+00:00

All staff members that are authorized to sell a membership should also be in the Sales Department for ABC’s Data Track system. If not, the ID number for the staff member is not recognized by ABC.

Below are the two areas you need to check to ensure proper setup for staff in DataTrak for the VFPnext Sales Roles.

EMPLOYEE-LEVEL

  • Go into the Employee record, go to the ‘Department’ tab, and ensure that ‘Sales’ is brought over from the left menu. (Press the green + to the right of ‘Sales’ to add the staff to the Sales Department.)

DEPARTMENT-LEVEL

Go to ‘Departments’ found under the Setup Menu under the ‘Employee’ column:

DEPARTMENT SETTINGS

  • In ‘Departments’, click on ‘Sales’ role. From there, ensure that the below are set to ‘YES’:

 

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