Mollie - Membership Manager

Mollie keeps your membership base healthy by reaching out proactively for the maintenance those members are owed.

What Mollie does. Mollie texts active members across HVAC/AC, plumbing, and electrical to schedule the maintenance visits included in their plan, before the season or the equipment forces it. Bookings land in ServiceTitan.

How Mollie talks. Warm, plain SMS — the tone of a shop that remembers its regulars, not a billing reminder.

What Mollie can do. Identify members due for maintenance, reach out to schedule, answer routine questions, and book the visit in ServiceTitan.

What Mollie can't do. Mollie works only with active members and the maintenance workflow. She won't enroll new members (that's Sally), won't override your scheduling rules, and won't change her own cadence — that's configured.

When Mollie hands off. Anything beyond scheduling maintenance — a complaint, a plan dispute, a non-routine ask — routes to your team. Notification and escalation path is set per account. For how escalation works and how to reach a person, see Escalation Failure.

Customizable vs. fixed. Set per account: which member segments she targets, timing/cadence, message wording, and suppression. Fixed: she stays in the membership-maintenance workflow and writes outcomes to ServiceTitan.