Onboarding
Overview
Onboarding follows a similar arc whether you're launching a brand new Club or migrating an existing one off another platform. The sections below walk through how each path works, what the timeline depends on, and where the two diverge.
How onboarding starts
Once the SOW is signed, our Customer Success (CS) team will work with the developers to set up your environment. The CS team will ask for some basic information to get the environment configured according to your desired state.
The overall timeline depends on the Club. Some Clients sign on before their venue opens, in which case PodPlay supports the operational and construction needs of the buildout (Pro & Autonomous Tiers). Other Clients come on after the venue is already running, in which case the focus is on training staff to operate the venue efficiently with the PodPlay system and migrating Customer data from the old system to ours.
Brand new Clubs
If you're building a Club from the ground up, PodPlay works on your timeline. Our CS team is available throughout the buildout to answer questions and tailor the environment to your specific setup. You can also explore the live PodPlay setups at our PingPod and Sharks locations to see how a finished Club looks to a Customer (you can also download the App from any of our other Clients to explore their configurations). The environment can be adjusted to match how your Club evolves during buildout. Common changes include logo updates, court count revisions, and new staff additions. All of these changes can be made before you go live.
New Club onboarding steps
Sign the SOW
Build your Club's environment
Discuss nuances of your Club's business logic
Take relevant PodPlay Academy courses
Submit the iOS App to Apple and the Android App to Google (if on the Basic+ Tier or higher)
Iterate on the environment
Receive and install hardware (if on the Pro Tier or higher)
Plan the Customer communication
Test any hardware installed (if on the Pro Tier or higher)
Send the Customer communication
Go live
Existing Club Migration
If your Club is already running on another platform, our Customer Success team handles the migration of your programming and Customer data from the old system into PodPlay. The onboarding flow is the same as for a brand new Club, with extra steps for exporting and importing data and for handing off your Customers cleanly to the new App.
Migrating Customer data
If you're transitioning from another platform, share a CSV file of your current Customers with your PodPlay Customer Success Manager (CSM). Once you share the file, our team imports those Customers directly into your environment. The CSV should include the following fields per Customer:
First name
Last name
Email address
Phone number
Date of birth (optional)
Gender (optional)
Membership details, if you're migrating Memberships: Membership name, price, monthly or annual, and next charge date (you will discuss Membership details and perks in step 3 and 8 below)
Credits, if applicable, provided in dollar-value format
On credit card data: migrating Customer credit card information from your old system is not possible unless you're already running on Stripe with your current reservation software. Payment processors will not share card data with one another, and they have a financial incentive to keep Customer charges on their own platform. If you are already on Stripe, let your CSM know so they can start the data exchange with Stripe directly. Two decisions to confirm before we run the import: whether imported Customers should have your Terms of Service marked as signed, and whether they should have your Liability Waiver marked as signed.
Existing Club migration steps
Sign the SOW
Build your Club's environment
Discuss nuances of your Club's business logic
Export existing Customers into PodPlay
Take relevant PodPlay Academy courses
Import the Customer list from the old system
Submit the iOS App to Apple and the Android App to Google (if on the Basic+ Tier or higher)
Iterate on the environment
Receive and install hardware (if on the Pro Tier or higher)
Plan the Customer communication
Test any hardware installed (if on the Pro Tier or higher)
Send the Customer communication (we have drafted emails for migrating customers with nearly ready-to-send templates)
Turn off the old system and notify Customers about the new App
Go live.
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