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Welcome to the HQ Guide! Your step-by-step playbook for ensuring franchisees have a smooth and successful journey with Hapana, from onboarding to post–Go Live.
Your role is essential in empowering each location to get the most from the platform and maintain operational excellence across your network.
🎓 Hapana Education
During this stage, franchisee teams learn the fundamentals of the Hapana platform through LearnWorlds, our Learning Management System (LMS). Your involvement helps ensure they engage deeply and feel confident using the system.
✅ HQ Responsibilities
- Watch all LMS videos to build a strong understanding of Hapana and confidently guide your franchisees.
- Designate a Hapana Expert at HQ to master the platform and support your network effectively.
- Ensure all relevant franchisee team members watch the LMS videos as many times as needed and bring their questions to the Q&A call.
- Encourage the team to create test client accounts in Core and explore the platform while they learn. Hands-on practice helps retain knowledge.
- Confirm the team understands all applicable fees before their Go Live date.
- Train all relevant team members on how Grow workflows and custom values are configured and used effectively.
💡 You can request custom instructional Grow videos from Hapana’s team for an additional cost. Contact your Customer Success Manager to learn more.
⚙️ Configuration & Go Live Preparation
Your support ensures every new location is configured correctly and ready for launch.
🧾 HQ Checklist
- Verify the location is ready for presale in Core. Ensure that the payment gateway is all set, the app is working, the website embeds are in place, all specific presale packages and memberships are created, and all email triggers and automations are configured correctly.
- Confirm that the location’s Grow setup is complete. This includes creating any presale forms, adding social media links, verifying unsubscribe/resubscribe links, and ensuring the website, location name, and other key details are accurate.
🚀 Post Go Live Support
Once a site is live, HQ’s continued involvement helps maintain consistency, performance, and confidence across franchise locations.
🗓 Recommended Operational Routines
Core — Periodic Operations
| Daily Operations | Weekly Operations | Monthly Operations |
|---|---|---|
| Check & Action Outstanding Payments | Run Projected Revenue Report | Review Membership Details Report |
| Review Failed Payments | Run Revenue History Report | Review all Active Team Members — if left the business, archive the Team Member |
| If applicable, Open/Close Cash Drawer | Run Intro Offers Conversion Report | Review Promo Code usage and status |
| Run Check-in Report | Review Members on Suspension | Update any Stock Control for POS inventory |
| Review Late Cancel/No Show Fees | Review Memberships Expiring | — |
Grow — Daily Operations
| Scenario | Daily Task |
|---|---|
| Always | Go to Conversations and reply to any communications. |
| Always | Go to Contacts/Tasks and complete any incomplete or overdue tasks. |
| If integrated with Google | Go to Reputation and check if any reviews have been submitted; reply as needed. |
| If using Pipeline setup | Go to Opportunities and review the lead pipeline to identify and take any required actions. |
🔗 Useful Knowledge Base Articles
Keep these articles handy and share them with franchisees as needed:
Core:
- How to Create a Schedule and Manage Class Payments
- How to Create Packages and Memberships
- How to Check In a Client to a Session
- How to Process a Refund for a Client
- How to Set Up and Manage POS Inventory
- How to Sell Products and Gift Cards
- How to Add, Edit or Remove a Team Member
- Reporting 101
Grow:
- Understand the Core to Grow sync
- How to Import Contacts Using a CSV File
- How to Export Contacts Into a CSV File
- Understand the SMS Segments
- How to Send Bulk SMS to Contacts
- How to Send a Regular Email Campaign
🧩 Additional Resources
Your proactive support makes all the difference. Stay connected with your Hapana Customer Success Manager for updates, insights, and best practices for multi-location management. If needed, open a Support ticket.
💡 How to Get Help
- Click the Help button in Core’s navigation bar, or access: https://support.hapana.com/home/
- Use the search bar to explore the Knowledge Base for quick answers.
- Browse guides explaining each module and its setup.
- If you can’t find what you need, email [email protected] to log a Support ticket.
🧾 How to Write the Perfect Support Ticket
Providing a detailed support request helps our team quickly understand, reproduce, and resolve your issue with minimal back-and-forth. Clear details allow us to prioritize and deliver the right solution faster.
Subject Line:
- Include your Business/Studio Name (Location).
- Add a 2–5 word description of the issue.
- Example: “AwesomeTime Fitness: Membership Error.”
Body of the Email:
- Describe the issue clearly.
- Note how many clients are affected.
- Add client names and emails (if applicable).
- Include any error messages.
- Specify when the issue occurred.
- List steps to replicate the problem.
- Indicate which system the issue occurred in (LINK, CAST, CORE, GROW, DASH).
- If LINK or CAST, include the device model and OS.
- If CORE, GROW, or DASH, include the browser used.
- Explain the severity and business impact.
- Mention any workarounds or troubleshooting tried.
- Attach screenshots or videos to illustrate the issue.
🧠 Tip
Regular check-ins between HQ and franchisees during the first few months post–Go Live greatly improve confidence, adoption, and overall success with Hapana.
