Chain Care Member Service: Track Card Balances and Follow Up on Store Visits

Chain Care Member Service: Track Card Balances and Follow Up on Store Visits

Member service teams need to know how many services remain unused on each membership card, which members have not visited for an extended period, and who may need help making an appointment. By combining remaining balances, redemption records, and member feedback, stores can identify who to contact and determine the appropriate next steps.

Check Remaining Services by Store and Service Item

Headquarters can view remaining service sessions or available balances by store and service item, together with the members involved, and then organize follow-up work. Store teams can check an individual member’s remaining services and redemption details to understand their service usage progress.

When a member holds multiple service packages, each package should be checked separately for its remaining services and validity period. Session-based and amount-based benefits should also be tracked separately.

For more information about service package operations, see “Chain Care Service Package Management: From Customer Acquisition to Upgrades and Repurchase.”

Arrange Member Follow-Up Based on Usage Records

Follow-up content should be arranged according to the validity period, the most recent service date, and any existing appointments. The recommended service interval should be based on project requirements and the agreement reached with the member.

Member Situation	Recommended Follow-Up
Services have not yet been used	Confirm the first store visit and assist with appointment scheduling.
The agreed interval has passed and no new appointment has been made	Understand the reason for the missed visit and confirm the member’s next service plan.
The package is close to expiration and unused services remain	Verify the remaining sessions and discuss a suitable usage arrangement.
The appointment has been difficult to arrange	Coordinate an available service time. Before arranging cross-store usage, confirm the applicable benefit scope.
An appointment has already been scheduled	Provide the service as agreed and arrange the next follow-up based on the remaining services.

Members who have already scheduled their next visit but still have a large number of services remaining near the expiration date should also be contacted to confirm their follow-up plan.

Keep Follow-Up Records and Track Appointments and Service Results

Follow-up records should clearly document the member’s feedback, appointment time, pending issues, and the next planned contact.

If a member can only visit in the evening, the store should confirm available service hours and respond accordingly. If the store cannot arrange the requested time, the coordination issue should be recorded. If the member wants to postpone using the services, the next contact date should be agreed and documented.

After the service is completed, the store can check the redemption record and continue following up on the remaining services. Headquarters can combine follow-up results with usage records to identify unanswered inquiries, unresolved appointment issues, and members who still need to be contacted.

How PEKON Supports Balance Tracking and Follow-Up Management

PEKON’s chain care store management system supports queries for remaining service sessions and available balances by member, assigned store, and service item. Store teams can view a member’s service balance through the POS system and review historical service dates through redemption details.

For activities configured with manual follow-up tasks, teams can view the follow-up store, assigned employee, and follow-up result. This helps member operation teams distribute tasks, review execution, and hand over pending matters.

The relationship between remaining services, validity periods, redemptions, and follow-up records depends on the project’s data scope and configuration. Records stored separately should be checked by the responsible staff.