Document Version: 1.0
Effective Date: September 2025
Review Date: March 2026
Prepared By: Whizrock Automation Team
Approved By: Dr. Amrita Gandhi
Smile Club SOP

1) Overview

Defines the automated + manual steps from “interest” to “active member” ensuring timely follow-up, accurate records, and consistent communication.

Process Flow (Interest → Member)

Form Submitted

Membership Interest Form (name, phone, email, family size)

Contact Created

Create contact + add membership interest

Notify & Task

Email to Dr. Nashwa + Task due in 1 day

Call & Send Plan

Phone call + plan details via SMS/Email

Payment Received

Update tags → add member, remove interest

Welcome SMS

Automated welcome & link to benefits page

2) Trigger Mechanism

  • Workflow triggers when the Membership Interest Form is submitted via web or in-clinic.
  • Required fields: Contact Name, Phone, Email, Number of Family Members.

3) Automated Processing Steps

3.1 Contact Creation

Record:Create new contact in CRM
Fields:Name, Phone, Email, Family Members (custom)

3.2 Tagging

Add tag membership interest to the contact upon creation.

3.3 Notification Email to Dr. Nashwa

{{contact.name}} has submitted a membership interest to join the Smile Club. Please give the contact a call to discuss. Phone: {{contact.phone}}, Email: {{contact.email}}

3.4 Task Assignment

Assignee:Dr. Nashwa
Due:Within 1 day of form submission
Task:“Contact {{contact.name}} regarding Smile Club membership interest.”

3.5 Contact Note

{{contact.name}} has sumbitted membership interest for {{contact.how_many_members_in_the_family}} members

Note: Keep exact wording for audit consistency.

4) Manual Processing Steps

4.1 Contact the Patient

  • Call within 24 hours of submission.
  • Explain Smile Club benefits, pricing, inclusions.
  • Offer to send plan details via SMS/Email/WhatsApp (patient’s preference).

4.2 Send Plan Details

Use the pre-approved membership plan template. Keep a record of which channel was used.

4.3 Payment Handling

  • Collect via in-clinic POS or online payment link.
  • Once payment is confirmed, proceed to Post-Payment Automation.

5) Post-Payment Automation

5.1 Tag Update

  • Add tag: member
  • Remove tag: membership interest

5.2 Welcome Text Message

Hi {{contact.first_name}}, We welcome you to the Smile Club. You have special priveledges and benefits Check out: https://spectrumdentalcentre.in/membership-smile-club Please get in touch if you need any assistance. Spectrum Dental Centre.

6) Monitoring & Reporting

FrequencyWhat to ReviewOwner
DailyOpen membership tasks due / overdueFront Desk / Manager
WeeklyNew interests vs. conversionsAdmin
MonthlyTotal new members & plan revenueManagement

7) Troubleshooting

  • No notification email received: Verify SMTP settings and automation logs.
  • Duplicate contact created: Merge duplicates, keep latest phone/email.
  • Tag not updated post-payment: Check payment event trigger; update tags manually if needed.

8) Compliance & Privacy

  • All data stored in Whizrock CRM; access restricted to authorized staff.
  • Use approved templates; obtain consent for SMS/WhatsApp where required.
  • Do not share member information outside Spectrum without consent.

9) Training Requirements

  • Front Desk: Verify form data, assist with payments.
  • Doctors/Managers: Explain benefits; drive timely conversion.
  • Admin: Monitor reports; resolve automation errors.

10) System Maintenance

  • Monthly: Review automation & error logs.
  • Quarterly: Refresh plan templates and message content.
  • Annual: SOP review & re-training.
Created By: Whizrock Automation Team
Reviewed By: Dr. Nashwa Nasser
Next Review: March 2026
Keep this version in clinic SOP binder & CRM library.