How To Onboard a New Client Using the GMS Sales Portal

If your clients purchase their membership through a Sales Portal link (instead of during an in-person consult), the onboarding flow looks slightly different than selling in-person — and relies more on automation.

This guide walks through what happens automatically, what you need to configure correctly, and how to ensure new members have a strong start.

How the Sales Portal Onboarding Flow Works

When a client purchases through your Sales Portal:

  • ✅ They create and activate their own Kilo account
  • ✅ They enter their payment method
  • ✅ They purchase their initial membership
  • ✅ Their package begins

In most cases, you do not need to manually activate them or collect payment details — that’s already handled.

Your role becomes:

  • Making sure the system is configured correctly
  • Making sure they receive strong onboarding communication

You can kick off this process in two ways:

  • Added to pricing blocks on your website's Info page
  • Added to a pricing page on your website
  • Linked from buttons like “Join Now”

📧 Request a pricing block or page be added to your website on this request form.

  • Sent via email
  • Sent via text
  • Shared after a consult or lead conversation

Once they complete checkout, the onboarding process begins automatically.

Learn more about The Sales Portal, including the athlete check-out flow, in these Help Library lessons.

Step 2: Ensure the Package Is Configured Correctly

For the smoothest automation (with the GLM integration enabled):

Inside the Package Builder, the initial membership must be set to:

Package Upon Start: Member

This is critical if you want the GLM integration to function as intended.

When the package applies a Member status:

  • The contact is pushed into GLM (if not already there)
  • They are automatically marked as Won
  • The New Client campaign begins

If this setting is not configured correctly, automation will break.

If you prefer for your initial membership package to use a status other than Member, like Trial, you'll need to lean on GLM Flows to make necessary updates to your GLM account. Please speak to your Onboarding Advisor about these personalizations.

Step 3: What Happens With the GLM Integration Turned On

If your GLM ↔ GMS integration is active:

  1. Client purchases membership
  2. Member status is applied
  3. Contact is marked as Won in GLM
  4. Your New Client campaign begins automatically

Because you may not meet this person before their first class, your New Client campaign becomes extremely important.

It should include:

  • How to download and log into Kilo
  • How to reserve classes
  • Booking window rules
  • Cancellation policies
  • Studio expectations
  • What to expect in their first week

💡 In online sales models, strong onboarding emails replace the in-person walkthrough.

Personalized, clear communication here prevents confusion and increases retention.

Step 4: If You Do NOT Have the Integration Enabled

If GLM ↔ GMS integration is not turned on:

  • The client will still purchase and activate their account.
  • Their package will still begin.
  • Their payment method will still be collected.

However:

You will need to manually:

  1. Find the contact inside GLM
  2. Mark them as Won
  3. Trigger your New Client campaign

To avoid missing online purchases and making new members as Won in GLM, you can set up a simple GLM Flow that:

  • Applies a tag when a specific package starts
  • Sends you an internal alert (email or SMS)

This ensures you’re notified immediately when someone buys online.

👉 You can follow this guide to set that up.

Your Role in Sales Portal Onboarding

When clients buy online, your job shifts from:

“Walk them through setup”

to

“Make sure they feel supported before they have to ask questions.”

That means:

  • Clean automation
  • Strong New Client emails
  • Clear next steps
  • Clear expectations

The more clarity you provide up front, the fewer support questions you’ll receive later.

Quick Summary

When using the Sales Portal:

  1. Client purchases membership via link
  2. They activate their own account
  3. Payment method is collected
  4. Package begins
  5. Member status triggers GLM automation
  6. New Client campaign handles onboarding communication

Make sure:

  • Package is set to Package Upon Start: Member or you've personalized a GLM Flow for another status
  • Your New Client campaign is customized for online buyers
  • You have alerts set up (if not using integration)