Member statuses

Understanding member statuses in the eFitness system is key to effective customer service, improving marketing, and facilitating the debt collection process. Statuses in the system fall into two categories:

• Manually changed – used for managing contacts (the sales funnel).
• Automatically changed – assigned by the system based on the customer’s contracts and payment history.

1. Potential members (Prospects) – manual management

These statuses are used by the Sales Department staff in the club. The system does not change them automatically – it is up to the club employee to decide what stage of discussions the customer is at.

• Prospect New – A new potential member in the database who, for example, filled out a form on the website and is waiting for their first follow-up.
• Prospect Hot – A customer highly interested in the offer, very close to purchasing a membership.
• Prospect Warm – An interested customer with whom the reception or sales representative is in regular contact.
• Prospect Cold – A customer with low interest who postpones their decision for later.
• Prospect Lost – A completely lost opportunity where the customer decided against the purchase or contact has been broken.

2. Club members – automatic statuses

The eFitness system assigns and updates these statuses automatically in real time.

• No status– A new account in the database to which no contract or membership has been added yet.
• Active Pre– The member has signed a contract that starts in the future. At the moment, they cannot access the club, but their account is completely clear of any overdue payments.
• Active Free– The member holds a valid, free membership of the Freepass type (e.g., a trial pass).
• Partner– A club member using external corporate card systems (e.g., Medicover, Multisport).
• Active Zero– A member with a valid, standard membership worth 0 USD/EUR (different from a trial pass).
• Active OK– The member has a valid, fully paid membership and zero financial arrears.
• Active New– A brand-new club member on their first paid plan (the status is automatically maintained for the first 30 days).
• Active Ex New– A returning former club member with a paid plan, whose break from training lasted longer than 6 months (status remains visible for the first 30 days upon their return).
• Active Freez– A member with a valid but currently frozen or suspended contract (club access is temporarily blocked).
• Active Debt– A member with arrears. The system has detected an unpaid balance past its due date (e.g., an overdue membership installment or an unpaid registration fee).
• Employee– A club employee whose profile is linked to an active staff account.

Important rule regarding the Employee status: This status takes absolute precedence over all others. Regardless of whether the employee has an active membership or financial arrears – the system will always display the Employee status for them.

3. Former club members (Ex-Members)

When a member’s contracts expire, the system automatically moves them to the former members group. Some statuses function automatically, while others allow sales representatives to work on winning back the customer.

Automatically changed by the system:

• Ex Debt – A past member who no longer has an active membership but has left an unresolved debt behind (e.g., an unpaid final installment).
• Ex New – A past member whose contract has just expired. They end up in this position and “wait” for a win-back follow-up from the club.

Manually changed by the staff (win-back funnel):

When a manager or reception contacts a former member, the Ex New status can be manually changed to:

• Ex Hot – A former member highly interested in purchasing a membership again.
• Ex Warm – The customer is open to discussions and willing to hear a promotional offer.
• Ex Cold – The customer has moved elsewhere, joined another gym, or is not currently planning to return to training.