Consumer & Hospitality · Marketplace Package
Gym Chain
Run Your Gym on SmartLite, From Free Trial to Renewal
Free trials that nobody follows up, memberships that lapse without a renewal call, members who quietly stop coming. Install the Fitness & Gym package from the Marketplace and run trials, members, memberships, check-ins, classes and personal training in one place.
⏱ ~2 min to install~30 min first-time setup
About & Business Case #
The everyday problem #
SO
Studio Operations Director
"We hand out dozens of free trial passes a week, but nobody follows up before the trial expires. Renewals are tracked in a spreadsheet, and we only find out a member stopped coming when they cancel."
Every one of those moments depends on someone remembering to check: the trial that ends on Friday, the membership that ends next month, the regular who hasn't been in for two weeks. The package turns each of them into an automatic task for the right person, on the right day.
What good looks like
Every trial gets a call before it expires. Every renewal is chased two weeks early. Members who go quiet are flagged before they cancel. Each branch manager sees their own numbers without asking head office.
What the package installs #
The package uses the CRM's built-in records wherever a gym concept already fits, so you also get everything those records already do (web forms, lead conversion, orders, cases with SLAs, reports). Only gym-specific things are new.
| In your gym | In SmartLite | Kind |
|---|
| Enquiry or free-trial sign-up | Lead | Built-in, gym fields added |
| Member | Contact | Built-in, gym fields added |
| Family or corporate group | Account | Built-in, gym fields added |
| Membership plans, PT packages, class packs, day passes, merchandise, supplements | Product | Built-in, gym fields added |
| A member's membership or PT package | Contract | Built-in, gym fields added |
| Front-desk sale or payment | Order | Built-in, gym fields added |
| Complaint, equipment fault, freeze or cancellation request | Case | Built-in, gym fields added |
| Gym equipment | Asset | Built-in, gym fields added |
| Branches, Trainers, Classes, Class Sessions, Class Bookings, Check-Ins, PT Sessions, Fitness Assessments | Gym Branch, Trainer, Class, Class Session, Class Booking, Check-In, PT Session, Fitness Assessment | New (package) |
It also installs a Fitness & Gym app, two profiles (Gym Front Desk and Gym Trainer), a Gym Manager permission set, gym page layouts for those profiles, 12 automation rules and 4 validation rules.
Nobody else is affected
Gym fields only appear on the layouts assigned to the two gym profiles, and the automation only acts on gym records (for example, a Contract with a Member). Users on other profiles see exactly what they saw before.
Business outcome #
- Every free trial gets a follow-up call two days before it ends, and lapsed trials are marked Expired automatically
- Every renewal is chased 14 days before the membership ends, and expired memberships are marked the day after
- Members who haven't checked in for 14 days are flagged At Risk, with a call task for their owner
- Frozen memberships reactivate on their own on the freeze end date
- Equipment faults reported as cases mark the machine Needs Service, and services are reminded 3 days ahead
- Each branch manager reports on their own branch: members, trials, renewals, attendance and sales
Implementation #
Install and set up #
An administrator does these six steps once. Do them in order.
Plan needed
The package adds 8 new record types. The Trial plan allows 5, so install it on the Starter plan or above. On Trial you'll see a "Limit reached" message and nothing is installed. It also uses one of your plan's package slots (2 by default): if you already have two packages installed, uninstall one you no longer use from the Marketplace first, or contact SmartLite support.
1 Install the package #
Open the MarketplaceSetup → Deployment → Marketplace tab.
Install "Fitness & Gym Management"Find the card (industry: Fitness & Wellness) and click Install. It installs in the background, so you can keep working: the card shows Installing in the background…, and when it's done you get a notification and an email listing what it added, who to give access to, and a link to this guide.
Check the new appOpen the app switcher and choose Fitness & Gym. Its tabs are Leads, Contacts, Contracts, Check-Ins, Class Sessions, Class Bookings, PT Sessions, Fitness Assessments, Trainers, Classes, Gym Branches, Products, Orders, Cases, Assets, Calendar and Reports.
2 Give your staff access #
Front desk and sales staffSetup → Users → open the user → set Profile to Gym Front Desk.
Trainers and instructors who log inSet their Profile to Gym Trainer.
Branch managersGive them the Gym Front Desk profile, then Setup → Permission Sets → Gym Manager → Assigned Users tab → add them. This lets them see every record, export reports and manage plans, trainers, classes and equipment.
AdministratorsAdmins keep their normal layouts, so they don't see the gym fields by default. To see them, open Setup → Object Manager → Contact (or Lead, Contract…) → Page Layouts and add the gym fields to your layout, or use one of the "Gym … Layout" copies the package created.
3 Add branches, trainers and plans #
BranchesGym Branches tab → New for each location (even if you have only one): name, city, opening hours.
TrainersTrainers tab → New: home branch, specializations, PT rate. Freelance trainers who never log in only need a Trainer record.
Plans and packagesProducts tab → New for each thing you sell. Set Gym Item Type (Membership Plan, PT Package, Class Pack, Day Pass, Merchandise…), the price, Duration (months), and for PT packages and class packs, Sessions Included.
ClassesClasses tab → New for each class you teach (Yoga, HIIT, Spinning…) with its duration and default capacity.
Importing existing membersMoving from another system? Use Import (see the Import / Export trail) to load members into Contacts and their memberships into Contracts.
4 Capture trial sign-ups #
Build the trial formSetup → Web-to-Lead. Include First Name, Last Name, Mobile, Email, Fitness Goal, Interested Branch and Preferred Workout Time. Put it on your website or a front-desk tablet. See the Web-to-Lead trail. Carry gym details over when a trial joinsSetup → Object Manager → Lead → Lead Conversion Mapping. Map Fitness Goal → Contact Fitness Goal, Interested Branch → Contact Home Branch, and Referred By → Contact Referred By.
Route trials to the right branch (optional)Setup → Lead Assignment Rules: assign by Interested Branch so each branch's front desk owns its own trials. See the Lead Scoring & Assignment trail.
5 Review the automation #
All rules are switched on at install. Find them in Setup → Workflow Rules (their names start with "Gym:") and adjust the timings to suit you.
| Rule | What it does |
|---|
| Gym: Trial ending follow-up | Task for the lead owner 2 days before Trial End Date |
| Gym: Trial expired | Trial Status → Expired the day after the trial ends, unless Converted |
| Gym: Membership renewal reminder | Renewal-call task 14 days before a membership's End Date |
| Gym: Membership expired | Membership Status → Expired the day after End Date |
| Gym: Freeze ends | Membership Status → Active on the Freeze End Date |
| Gym: Check-in updates member | Sets the member's Last Visit Date and clears At Risk |
| Gym: Flag member at risk | At Risk + a call task when an active member hasn't visited for 14 days |
| Gym: Equipment fault reported | An Equipment Issue case marks the machine Needs Service |
| Gym: Equipment service due | Service task 3 days before Next Service Due |
Add SMS, WhatsApp or email messages (optional)Once messaging is set up, open a rule in the Journey Builder and add a message action, for example a WhatsApp renewal reminder on "Gym: Membership renewal reminder". See the Workflow Automation trail.
6 Set up reports and Home #
Create the core reportsReports tab → New Report. Useful first reports: Active members by Home Branch (Contacts, Member Status = Active); Renewals due this month (Contracts, End Date = This Month); At-risk members (Contacts, At Risk = true); Trial conversion (Leads, grouped by Trial Status); Class attendance (Class Bookings, grouped by Status); Sales by Gym Item Type (Orders). See the Reports trail. Put the numbers on HomeSetup → Home Widgets → add tiles for those reports so every manager sees them when they log in. See the Dashboard & Home trail.
How to Use #
Day-to-day: front-desk staff #
A walk-in or a trial sign-upTrials from the web form arrive as Leads on their own. For a walk-in, Leads tab → New. Set Interested Branch, Fitness Goal and the Trial Start and End Dates. Trial Status starts as "Not Booked"; change it to Booked, then Attended, as the trial goes on.
Follow up before the trial endsTwo days before the Trial End Date a task appears on your Home and in the Calendar. Call them. If the trial ends without a sale, the lead becomes Expired on its own, and you can still win it back later.
They joinOpen the lead and click Convert. This creates the member (a Contact) and a sale (an Opportunity), and carries the fitness goal and branch over. Then fill in the member's Member Number, Join Date, Emergency Contact and Medical Notes, and tick Liability Waiver Signed.
Sell the membershipOn the member, create a Contract: choose the Plan, Branch, Start Date and End Date, and set Auto Renewal if they're on a rolling plan. It starts as Active. The Plan is required. For a PT package, choose the PT Package product and set Sessions Total.
Take the paymentCreate an Order for the member: link the Membership, add the plan (and any merchandise or supplements) as order items, and record the Payment Method, Payment Status and reference.
Check members inCheck-Ins tab → New: member, branch and time. This keeps the member's Last Visit Date up to date, and it's what stops a regular being flagged At Risk.
Book a classClass Bookings tab → New: member and class session. The booking gets a number (BK-…) and a booked-at time. Cancelling needs a reason.
Freeze or cancel a membershipOpen the Contract. To freeze, set Membership Status to Frozen with Freeze Start and End Dates; it reactivates on its own on the end date. To cancel, set Cancelled and pick a Cancellation Reason. If the member asked by email or phone, log it as a Case with Gym Request Type "Freeze Request" or "Cancellation Request".
Renewals14 days before a membership ends you get a renewal-call task. Renew by creating the next Contract (and Order) for the member.
Day-to-day: trainers and instructors #
Take attendanceOpen your Class Session and, in its Class Bookings, set each one to Attended or No-Show.
Log PT sessionsPT Sessions tab → New: member, trainer, the member's PT package, date and focus area. After the session set Status to Completed and add workout notes. Then open the PT package (Contract) and add one to Sessions Used.
Record progressFitness Assessments tab → New at joining and every 4–6 weeks: weight, body fat %, measurements and notes. The member's record lists every assessment, so progress is easy to show.
Look after your at-risk membersMembers flagged At Risk haven't visited for 14 days. Use the At-Risk Members report or list view to reach out before they cancel.
Report broken equipmentCases tab → New with Gym Request Type "Equipment Issue" and the machine in Equipment. The machine is marked Needs Service straight away.
Day-to-day: branch manager #
Check your numbersOpen Home for your branch's active members, trial conversion, renewals due and at-risk members.
Run the timetableClass Sessions tab: create the week's sessions with class, branch, trainer, start time and capacity. When a class fills up, set its Status to Full.
Keep the equipment runningAssets tab: each machine with its branch, category, condition and Next Service Due. You get a task 3 days before each service is due.
Handle complaintsCases tab: complaints, billing queries and requests, with SLAs and queues. See the Case Management trail. Run promotionsUse Campaigns and Email Templates for referral drives, festive offers or win-back emails to expired members. See the Marketing trail.
Good to know
Sessions Used on a PT package and BMI on an assessment are typed in by hand; the package doesn't count or calculate them. Class capacity isn't enforced automatically, so mark a full class as Full. Your administrator can add a Rollup Summary field to count completed PT sessions; see the Advanced Metadata trail.