A single platform for members, payments and access
Member data, billing, attendance and door access lived in four systems that regularly disagreed with each other.
The challenge
- Membership status was authoritative in one system, billing in another and physical access in a third.
- Freezes, upgrades and cancellations were processed by hand, so they were processed inconsistently.
- Failed payments surfaced days late, after the member had already used the facility.
- Head office could not see active membership, attendance or churn without assembling exports.
Capabilities
- Membership
- Payments
- Operations
- Reporting
- Access control
The solution
Delivered in phases, each independently useful, so the business saw value before the whole system existed.
- 01
One member record
A single member entity with an explicit lifecycle, owning status for every other system that needed it.
- 02
Billing and collections
Recurring plans, pro-rata changes and add-ons, with automatic retries and a reconciliation view against the payment provider.
- 03
Entitlement service
One real-time answer to whether a person may enter, book or use something, shared by portals, apps and door hardware.
- 04
Staff console
A fast screen for the front desk: find a member, fix a payment, freeze a plan, log a conversation.
- 05
Management reporting
Live active membership, joins, cancellations, attendance and collections by site, with drill-through to the records.
Technical detail
Described at the level that shows the work without exposing anything belonging to the client.
- Managed relational database with a normalised member and contract schema
- Event-driven updates, so a status change reaches access, billing and reporting without batch delay
- Scheduled jobs written to run safely more than once
- Role-based permissions and an append-only audit trail on every contract change
The outcome
Described qualitatively. Commercial results belong to the client and are shared only with their permission.
- Member status is consistent across billing, access and reporting at all times
- Lifecycle changes that were manual now run automatically, each one recorded
- Front-desk time moved from data entry to member service
- Leadership works from one live picture instead of assembled exports
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