The Client
Fast-growing healthcare organizations have their own kind of quick, impactful decisions to make. But often, these should revolve around their patients’ needs. However, this org quickly realized they were operating like a startup despite having a strong team and tech stack. The marketing team, especially the VP and the marketing manager, had been juggling partner relationships, patient communication, and internal handoffs with tools that didn’t talk to each other. Nothing was broken, but nothing was really working either.
Our client is a national healthcare brand redefining how families access specialized care for children. With a unique, non-invasive treatment model and a growing network of dedicated clinics, they provide early intervention solutions that empower parents to take proactive steps in their child’s long-term wellness.
Overall, despite their expertise in treatment, they didn’t know what systems and data were being used, by whom, or why. It was undeniable that their processes were missing in action, and their systems weren’t unified. Most of all, no one had a complete picture of what was actually happening behind the scenes.
It was time for a plan. And a platform that could support it.
The Problem
This organization worked through two main channels. On one side, they partnered with providers. On the other, they served patients directly. But the systems they were using made that dual focus difficult to manage. Tools had piled up over time without clear oversight. No one had visibility into the full customer journey. The biggest symptoms they saw were that their data was fragmented and the marketing team couldn’t measure what was working, or make the right adjustments.
The team had over half a dozen different tools for forms, social media, customer support, and more. Some forms didn’t sync to any CRM. Others lived on isolated systems. Ads were running, but despite the wealth of software, the results couldn’t be properly tracked. Leads were coming in, but no one could say whether they were providers, patients, or something else entirely.
There was also a more serious issue. They handled protected health information. And their current HubSpot implementation wasn’t HIPAA compliant. Without fixing that, they’d never be able to consolidate their communications or store sensitive information in one place. And the risks to their patient data would be innumerable.
The steps forward were clear. They needed a full system reset, better data structure, and a platform that could actually support the services they offered.
The Solution
ClearPivot started by mapping the entire sales and marketing process, from first touch through long-term engagement. Together with the client, we documented each step of the partner and patient journey. That map helped the team pinpoint where leads were dropping off, where critical data was missing, and where disconnected tools were slowing things down.
From there, our team built a list of priorities. The first step was getting all website forms into HubSpot. Without that, the client couldn’t properly track who was contacting them or what they needed. At the same time, ClearPivot helped them create custom fields to distinguish between partner leads and patient leads, and made sure those fields connected to the right reports.
Next came the contact database. ClearPivot cleaned up records, standardized unsubscribes, and implemented new processes for tagging and segmenting. Old contacts from events and third-party forms were imported and reconciled. The database grew from around 6,000 contacts to over 15,000, with structure and logic behind every addition.
We connected social accounts and ads, then built reports that showed the real impact of those campaigns. Instead of chasing metrics across tools, the team could now see ad performance, engagement, and lead quality in one place.
Crucially, ClearPivot helped the client bring their HubSpot account into HIPAA compliance. That shift unlocked the ability to consolidate even more. Virtual consult bookings, which had previously been run through a separate tool, were then able to be moved into HubSpot. Meeting booking, form submissions, and internal routing could now all be managed on a single platform.
After that, ClearPivot set up HubSpot’s customer portal and knowledge base features. This replaced a fragmented onboarding system that had relied on Trello and Google Sheets. Now, partners could get answers quickly, and internal teams were notified when a partner needed support.
The Results
The impact was immediate. The first celebration was when the client's team was able to finally retire nearly ten tools. That included two form platforms, one for social scheduling, one for ticketing, and several others tied to one-off functions. The switch simplified training, saved money, and removed the risk of tools being forgotten or misused.
The entire customer journey was now documented and visible. Partners and patients followed defined paths, and the team could see exactly where they were. Reports pulled from clean data, organized by channel and lead type. There were no more mystery metrics or shadow segments.
Marketing and service teams could finally rely on the same system. And because everything was documented, they no longer depended on institutional memory or guesswork. Each team member had a clear, consistent process to follow, whether they were onboarding a new provider, reviewing ad performance, or scheduling a virtual consult.
With one platform and one plan, the our client didn’t just clean up their tools. They laid the groundwork for growth, accountability, and long-term care for the people they serve.
