Season pass renewal chase tracker
Problem
Renewal campaigns start as a mail merge: a batch of letters or emails goes out, and a spreadsheet of everyone who has not renewed gets pulled from the ticketing platform soon after. From there it is manual. A membership manager splits the list by initials or hands it to whoever is free, and each agent marks calls made in their own copy or a shared tab. Nobody can see, at a glance, who has been called twice and who has not been called at all. Near the renewal deadline the list gets worked in a rush, contact attempts overlap, and a portion of it is never touched because the spreadsheet was last updated three days ago and nobody wants to duplicate work blind.
Product idea
A workflow tool built around the non-renewer list rather than around a spreadsheet tab. The list loads in, splits across agents by a rule the membership manager sets (round robin, by seating tier, by account value), and each record carries a status: not contacted, attempted, reached, renewed, declined. Every call is logged against the record, so nobody works a name twice by accident. Records untouched after a set number of days surface on an escalation view the head of ticketing can see without asking anyone. As the deadline approaches, the escalation view tightens automatically. It does not write the renewal letters or dial the phone: it manages who is responsible for which name and how close the campaign is to done.
Who it is for
Membership managers and supporter services agents working a renewal list, sponsored by the head of ticketing who needs to see campaign progress without chasing individual agents for an update.
Possible first version
A CSV import of the non-renewer list, configurable assignment rules, a status field per record with call outcome logging, and an escalation view showing records untouched past a set number of days. Includes a simple progress dashboard for the campaign owner. Version one has no live connection to the ticketing platform or CRM: the list is imported at the start of a campaign and outcomes are exported back out by hand. There is no auto-dialer and no automated messaging; every call is still made by a person.
- Build classification
- Workflow application
- Rough effort
- 4-6 week first release
- Roles involved
- Membership manager, Supporter services agent, Head of ticketing
- Relevant to
- Professional club, Women's league, League office, Collegiate athletics
- Systems in play
- Ticketing platforms, CRM, Spreadsheets, Telephony and contact centre tools
- Product framing
- Automate a workflow
Questions we get asked
What do we need on day one to get this running?
A single export from your ticketing platform: the list of season pass holders who have not renewed, with contact details and whatever segmentation you already use, such as seating tier or account value. That becomes the working list for a campaign. No live connection to the ticketing platform is required to start. The assignment rules, how the list splits across agents, and the escalation window, how many days before an untouched record gets flagged, are configured before the first list is loaded, not discovered halfway through a campaign.
We already have a spreadsheet that works. Why change it?
A spreadsheet works until two agents call the same person on the same afternoon, or a name sits untouched for a week because nobody happened to scroll that far down the tab. Those are not failures of the people involved, they are failures of a shared tab as a coordination tool once more than one person is working the same list. If your current spreadsheet genuinely has no overlap and no forgotten rows, this has nothing to add. Most renewal campaigns are not that tidy by the final fortnight.
Who owns this once it exists, and what does it cost them?
Day to day, the membership manager owns the assignment rules and reviews the escalation view, which takes a few minutes each morning during an active campaign. Supporter services agents work their assigned records and log outcomes as they go, which replaces updating a spreadsheet rather than adding a separate step. The head of ticketing gets a progress view without asking for one. Between campaigns the tool sits idle, and there is nothing to maintain beyond confirming the assignment rules still match the team's current shape.
Does this send the renewal messages or make the calls for us?
No. It deliberately does not write letters, send emails or dial numbers. Those stay with your existing mail merge and telephony setup. What it manages is the handoff after the message has gone out: who is responsible for following up with which non-renewer, what happened when they were contacted, and which records have gone quiet. Adding messaging or dialling later is possible, but folding it into version one would turn a coordination tool into a communications platform before the coordination problem is even proven out.
Is this your workflow?
Tell us one sports workflow that still runs on paper, spreadsheets, WhatsApp or an outdated system. We will map it and show you what a simpler product looks like.
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