The recovr portal helps businesses manage client risk by identifying which clients might need extra support based on their activity levels. It integrates with their booking system to pull client data, either in real-time or in batches, and uses risk rules to analyse this information.

Data Integrations

The portal pulls data from different systems in two ways:

  • Real-time integrations: For systems that support webhooks (like Hapana and Mindbody), data updates happen instantly in real-time.
  • Batched integrations: For other systems, data is synced every 2 hours. Additionally, when the dashboard is opened after being inactive for a while, a sync is triggered to refresh the data.

Client Risk Assessment System

The system checks for potential risks in client behaviour to identify clients who might be at risk of leaving or require action (check in). Here's how it works:

How Risk Checks Are Done

  • A scheduled cron job runs every 6 hours to apply risk rules to all clients.
  • Clients are processed in batches to avoid overwhelming the system.
  • Each client is evaluated against four main risk rules:

The Four Risk Rules

  1. Low User Rule:
    • Checks if the client has been using the service less than expected.
    • Compares their session count over the past week to a scoring system.
  2. Absent Rule:
    • Checks how long it's been since the client's last session.
    • The longer they've been absent, the higher their risk score.
  3. New Member Rule:
    • Pays special attention to new members (those who joined within the last 25 days) by assigning them a score.
  4. In Trouble Rule:
    • A more serious check. If the client has not attended a session in over 21 days and has been a member for at least 22 days, they are considered ‘In Trouble’.

Risk Scoring and Statuses

Each of the first three rules calculates a score. If a client’s score reaches 75 or higher, they are marked as ‘At Risk’.

  • The system also assigns tags to explain why the client is marked ‘At Risk’. These tags could be for being a Low User, Absent, or a New Member.
  • If the In Trouble Rule is triggered, it overrides all other rules, and the client is immediately marked as ‘In Trouble’.

What Happens When a Client's Status Changes

When a client’s status changes, the system records:

  • The new status (E.G. ‘At Risk’ or ‘In Trouble’).
  • The specific reasons (tags) for the change.
  • The date the status changed.



Client Filtering and Reporting

The system provides tools to filter and query clients based on:

  • Their status (E.G. ‘At Risk’, ‘In Trouble’).
  • Predicted future behaviour (called estimation).
  • Various date ranges, such as when they joined or when their status changed.

It also calculates important metrics like client retention and churn, helping you better understand your business and client trends.

 

Statuses and Their Meanings

The system uses a hierarchy of client statuses:

    1. In Trouble: The most serious status, indicating the client may need immediate attention. Highest risk of cancellation.
    2. At Risk: A moderate level of concern, meaning the client might be showing signs of disengagement.
    3. Loving it: The default positive status for clients who are engaged with the service.
    4. Raving Fans: A special status for clients who are exceptionally satisfied and loyal.

 

  • Suspended: An active member without an active package.

 

 

Special Cases: ‘Loving it’ and ‘Raving Fans’

  • Loving it: This is the default status for clients unless any risk factors are detected. The system does not explicitly set this status through the risk assessment process - it remains if no issues are found.
  • Raving Fans: If a client was previously marked as a ‘Raving Fan’, they keep this status unless they are now identified as ‘At Risk’ or ‘In Trouble’.

 

Summary

The recovr portal uses data from various sources to monitor client activity and apply risk rules, helping businesses identify and support clients who may be at risk of leaving. The system is designed to proactively manage client relationships and improve retention, while also giving businesses insight into their most engaged clients through positive statuses like ‘Loving it’ and ‘Raving Fans’.