What Teams Want To Know
Frequently Asked Questions
From Clubs & Teams
What are club managers and team administrations asking us about Plus.Fan? We’ve collected the most frequently asked questions that we get from clubs, teams and managers across the world.
How does membership pricing work?
Each club and team can create their own membership products, levels, options and pricing. Our onboarding team will provide recommendations for your club to configure memberships and set pricing that is competitive and will attract members.
In addition to the public pricing options, teams have the option to create private pricing tiers that are only available to select members and users and not listed on the public landing page.
Many teams offer a number of membership levels for different types of fans. For example, teams may decide to include Plus.Fan membership as part of their season ticket packages and not have its own pricing and registration.
What are the options for membership renewals?
Each membership product may be configured through a number of unique options including price, type of content, access and renewal terms. Most teams offer two unique types of membership – one that’s linked to a term (monthly or annual recurring) and an offline linked subscription (benefit from a season ticket membership).
The expiration dates may be set based on a specific time / date setting. Teams do have the option to offer trial periods (set number of days or months) to members.
Do the memberships expire when the season ends?
It’s possible for teams and clubs to create and sell “season-based” memberships that expire at the end of the season. Some clubs and teams want their memberships to expire at the end of the year. Other teams have ongoing membership options that are not connected to a “seasonal” membership and have no fixed expiration date.
Our recommendation is that teams consider the option for ongoing monthly memberships and continue to generate revenue and build the fan experience during the “off” season. While there may not be games on the schedule doesn’t mean that fans are interested in hearing about what’s going on with the team especially in the back office, making changes, finding new players or making decisions for the upcoming season.
During the configuration and onboarding process, teams can select and define their membership levels and offerings.
Who manages credit card processing?
Plus.Fan manages all credit card processing for initial purchases and subscription memberships charges.
Cancellations and renewal processing is also managed by the Plus.Fan customer service team. Inquiries from members related to billing and credit card charges are supported by the Plus.Fan support team.
All billing receipts and notifications come from Plus.Fan email system which eliminates the need for team staff and administrators to spend time managing billing questions and responding to members.
Who provides customer support to my fans?
The support team at Plus.Fan provides all direct support to any member club fans.
All communication generated by the Plus.Fan platform will be sent through a plus.fan email address.Fan support forms and contact information routes directly to the Plus.Fan support team.
Each club administrator does have the option to search, edit and manage member profiles through the secure administration and management area.
Can my club import existing members or fans?
Yes. Plus.Fan works with teams to review and import existing membership, season ticket account profiles or data from an existing CRM system.
Teams can elect to import fans into specific membership levels or products or create a single membership level. Plus.Fan encourages teams to create one membership level for each source of fan members. Creating separate levels allows for easier management of reporting, promotions and maintenance of membership groups in the long term.
How fast is the onboarding process? How fast can my team get started?
The Plus.Fan team will have a team account set up within a few hours of signing up. Plus.Fan provides a startup checklist and content guide to help provide ideas to get started.
Plus.Fan will work hand-in-hand with staff, administration and team management to provide advice, review settings and account options, consult on promotional offers and assist with initial fan experience setup.
Beyond direct support, Plus.Fan teams have access to a library of resources, promotional materials and content that assist with the development of a promotional and experience strategy.
Depending on the level of preparation and time to create the initial fan experience content and events, most teams are ready to go within 1 month of initial sign up.
The support team at Plus.Fan is always available to handle support requests from team staff or directly from fans.
How does Plus.Fan market my club to the rest of the Plus.Fan network?
Plus.Fan announces each new team throughout the Plus.Fan global network of fans. Immediately after launching, thousands of fans from around the world become aware of your team joining Plus.Fan.
In addition to direct promotion, Plus.Fan offers marketing materials including content, web banners, social media imagery and templates that assist designers and content creators at teams with promotion and marketing their Plus.Fan memberships.
What types of fans can I add?
Each team includes and maintains a unique set of fan types in their Plus.Fan accounts. Some teams only allow for paid memberships (monthly or annual) in their Plus.Fan accounts. While other teams offer free memberships to their entire mailing list and sell premium memberships with complete experience access.
Does Plus.Fan replace social media channels?
No, an active Plus.Fan membership can help to support and drive your social media channels as fans and members become more engaged and invested in the content.
Plus.Fan recommends that teams actively use social media channels to promote memberships and distribute links to Plus.Fan content and events.
Plus.Fan supports and helps your social media audience and engagement grow while an active social media presence will support and help to grow Plus.Fan subscriptions to your team. Social media and Plus.Fan can benefit each other mutually.
How much content do I post? Is there any requirement for publishing?
There are no requirements to meet any kind of content quota. Plus.Fan is built to help teams deliver a unique, insider experience and behind the scenes access through a team portal.
Each team has a unique voice, season and community characteristics so Plus.Fan recommends using the content playbook and guidelines to create a strategy to deliver a fan experience for each team.
Any team should also create a strategy that makes the best use of the resources available internally. Access to and availability of video, content, creative and photographic resources (staff, software and systems) will have a significant impact on the ability of a team to produce content and give access to its fan members.
During the season, Plus.Fan expects that a team is more active than during the offseason. However, the offseason also represented an opportunity to connect with fans outside of the daily/weekly game schedule to give more behind the scenes content including pre-season, player transfers/additions and changes to team structure.
Who should I use to help manage my Plus.Fan account?
Each team has a unique set of staff and internal resources and each Plus.Fan team account is managed by a unique collection of individuals.
On average, we typically work across multiple departments with multiple types of roles. Frequently, we’ll work with the same team that manages the social media channels, press and website. In addition, we recommend that business operations and ticket sales are involved with the process.
In terms of content production, Plus.Fan recommends that teams engage as many individuals across the organization as possible. The engagement may include player-generated content, discussions with coaching staff, game operations and others.
Offer Multiple Levels of Plus.Fan Membership
Because Plus.Fan has multiple levels of access and membership, you can decide to offer only a limited selection of content to season ticket members and instead offer an additional premium level of access for season ticket holders on Plus.Fan which would give them access to the entire platform.
More Value For Fans
Like premium parking, discounts at the pro-shop and team store or other benefits listed on your season ticket membership page, adding “Annual Plus.Fan subscription” is a great value to provide more value to your season ticket holders.
Boost Return Traffic and Interactions
Your best fans are the most engaged with your online presence, apps and social media. Plus.Fan offers another channel for your fans to interact with the team, consume content, engage with other fans and more. Using the Plus.Fan solution ensures that the engagement that your fans have with the content and the produced content increases over time.
In-Person & Live Experiences
Leveraging Plus.Fan to deliver live experiences and special events creates an impression of a unique VIP experience that with a limited audience participation. Using in-personal or virtual events to create, manage and execute once-in-a-lifetime experiences for fans is something they won’t ever forget. Examples of in-person events like field and stadium tours, season ticket member meetings, autograph sessions or virtual Zoom conversations with players or managers, connecting fans to special events drives loyalty.
Pre- and Post-Season Engagement
The Plus.Fan “season” never ends. Teams are encouraged to continue to tell their story during the offseason. In fact, fans are always hungry for insider information, want sneak previews of upcoming changes, new roster moves or anything else happening with the team.
VIP Preview
Season ticket holders like to feel that they are members of an exclusive club – they’re VIPs to the team. In fact, season ticket members might brag about all the benefits and perks they receive as season ticket holders. A large group of your fans are the fence sitters considering making the season ticket purchase, but wary of the expense. Plus.Fan offers membership plan, as a previous, for an insider experience for a fan considering a larger and more financially substantial investment.
With a headline like “Want more insider access, start your Plus.Fan membership now”, fans can preview insider access and become more engaged with the team with the next step being a larger ticket package.
Plus.Fan for Season Ticket Holders
UsePlus.Fan to both retain and grow your season ticket member audience. With the delivery of additional value through experiences and content those fans will have new ways to engage with the team and become more loyal.
Learn More about Plus.Fan
With Plus.Fan, managers and team staff have the flexibility to create the best experience for their fans. Learn more about the capabilities of Plus.Fan or contact us to get your team started.