Digital & CRM Setup
This is the mandatory back-end work that has to be locked in before a single lead comes through the door. Miss a step here and the front-end experience breaks.
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Add your Open Week price to the pass — it syncs automatically to the website
Add Pricing
https://theyardgym.opcentral.com.au/#/operations/manual/23/policy/177/378Delete the standard class schedule for Open Week dates, then rebuild under the "Open Week" category so automations and bookings connect correctly
Schedule Classes
https://theyardgym.opcentral.com.au/#/operations/manual/23/policy/177/384Keep any high-demand member-only sessions (e.g. a full 5:30am class) on the original schedule, not the Open Week category
Set the booking window to 21 days
Booking Window
https://theyardgym.opcentral.com.au/#/operations/manual/23/policy/177/396Confirm the Open Week Pass is active and linked to the right sessions before advertising goes live
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Empty last campaign's Open Week Pipeline before new leads start funnelling in — this is mandatory, not optional
Update the "Open Week Current" trigger link with your location-specific URL
Open Week Registration Links
https://theyardgym.opcentral.com.au/#/operations/manual/23/policy/177/393Add custom values (price + campaign dates) so automations populate correctly
Trigger Links & Custom Values
https://theyardgym.opcentral.com.au/#/operations/manual/23/policy/178/371Use the Welcome Call Attempt boxes on Opportunity Cards to log every call and SMS
Filter contacts and apply the "Move Open Week Contacts to Abandon" workflow to clear old leads before launch
Pipeline Stages
Every lead moves through six stages. Check this column daily — a lead sitting still is a lead going cold.
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Shown interest, hasn't registered. Call within 5 minutes, or at minimum within 24 hours. No answer? Leave a voicemail and log the outcome in CRM notes.
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Registered but hasn't booked a session. Check daily, contact at minimum every 24 hours. Goal: secure bookings for their entire week.
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Everyone should be here before Open Week starts. Prevents last-minute booking chases once the week is live.
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Mandatory: no one stays in this column. No trial should leave a session without another booking, a sale, or a follow-up locked in.
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The healthy state once Open Week is underway. Allocate tasks to coaches and confirm the next booking before each client leaves.
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Open Week has ended for this lead. Use the bulk manual follow-up communication. By the end of Open Week mark every contact as won, abandoned, or lost.
What's Automated VS. What You Send
HQ's CRM handles a fixed set of touch points. Everything outside that list is yours to send — know the split so nothing falls through the cracks and nothing gets duplicated.
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Lead (No Purchase) — follow-up SMS with a direct registration link
Registered (No Booking) — welcome email + SMS with app and booking links
Registered (Class Booked) — booking reminder SMS before each session
Open Week reminder — email + SMS to all registered participants the week before, with booking instructions and app links
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Promotion email to non-members — send once advertising is confirmed live (not before)
Promotion SMS to current members — encourages referrals
Follow-up email to attendees who haven't joined — send once Open Week wraps
Any personalised follow-up, local reminder, or one-off question