Initial HubSpot
implementation for Summit Medical Consultants
built for speed, scale, and integration.
A focused first-pass implementation to centralize service desk activity, stand up a scalable HubSpot CRM foundation, support business development visibility, and prepare for future data + system integrations. 150-hour services bank · $29,250 estimated investment.
Summit Medical Consultants
Summit is ready to move quickly once the project is greenlit. The immediate priority is capturing help desk and service activity more efficiently, reducing manual intake, and building a stronger operational foundation inside HubSpot. Longer term, Summit wants to unify data from Ethizo, Dialpad, WhatsApp, Smartsheet, MatrixCare, PCC, Choreo and other operational platforms into a single facility-intelligence layer.
SmartBug recommends starting with a 150-hour flexible services bank — enough runway to stand up the CRM, launch Service Hub, configure BD tooling, and plan the integration roadmap, without locking Summit into a rigid scope before the technical architecture is finalized.
What we heard from Summit
Five recurring themes from scoping conversations that shaped the recommended initial implementation.
Help Desk First
Capture service desk requests across phone, messaging, Gmail/email, and informal internal requests to reduce manual work and improve visibility.
Business Development Visibility
Support the BD team with facility profiles, relationship tracking, outreach, pipeline visibility, and better context around each facility.
Reduce Spreadsheet Dependence
Reporting and operational visibility rely heavily on spreadsheets today. Summit needs a more reliable, routinely updated source of truth.
Integration-Aware Architecture
Ethizo, Dialpad, WhatsApp, Smartsheet, MatrixCare, PCC, Choreo, and future tools are in play. Phase 1 must be built with those integrations in mind.
Move Quickly, Stay Flexible
Summit prefers speed, efficiency, and delay mitigation. The approach must let SmartBug move fast while preserving flexibility as requirements firm up.
Start focused. Build for the bigger vision.
SmartBug recommends beginning with an initial implementation pass focused on HubSpot foundation, Service Hub, business development tooling, reporting, and solution architecture — creating immediate operational value while preparing for future integrations and advanced facility intelligence.
Stand Up the Foundation
HubSpot CRM setup, users, permissions, facility/contact/provider structure, and core business development workflows.
Operationalize Service
Service Hub, help desk, ticketing, routing, SLAs, email intake, reporting, and initial knowledge base structure.
Prepare for Integration + Scale
Architecture planning for Ethizo, Dialpad, messaging tools, reporting, facility health, and future data consolidation.
What's included in the initial implementation pass
A flexible 150-hour services bank distributed across seven workstreams — hours can shift as documentation, data, and integration priorities firm up.
Solution Architecture + Implementation Planning
Define the initial order of operations, confirm requirements, and map how HubSpot should support the broader operational vision.
- Review business requirements, architecture notes, system docs, and roadmap materials
- Document current service desk intake and reporting processes
- Identify Phase 1 vs. future-phase priorities
- Define the initial HubSpot data model
- Clarify systems of record for key business data
- Review sensitive data, HIPAA, permissions, and AI-related considerations
- Create a practical roadmap for the initial implementation and future phases
HubSpot CRM Foundation
Configure the core HubSpot environment to support Summit's facility, provider, contact, and business development structure.
- Portal setup + baseline configuration
- Users, teams, roles, and permissions
- Facility, contact, provider, and BD property setup
- Record layout customization by use case
- Facility profile structure
- Contact and provider relationship mapping
- Business development pipeline setup
- Activity tracking for calls, emails, notes, meetings, tasks
- Initial import support for approved data sources
- Duplicate and data-quality review
Service Hub + Help Desk Implementation
Configure HubSpot Service Hub to help Summit capture, route, manage, and report on service desk activity.
- HubSpot help desk configuration
- Ticket pipeline design
- Ticket statuses and stage definitions
- Ticket categories, priorities, sources, ownership rules
- Email-based ticket creation + shared inbox setup
- Routing and assignment workflows
- SLA configuration + escalation + aging workflows
- Ticket notifications and closure workflows
- Service desk reporting
- Basic knowledge base structure
- Initial service automation
Dialpad + Communication Capture
Evaluate and configure the available HubSpot ↔ Dialpad connection to improve call visibility and activity tracking.
- Dialpad integration review
- Native or marketplace integration setup
- User mapping
- Call logging configuration
- Activity association testing
- Review of call outcomes, dispositions, and reporting needs
- Recommendations for future SMS / communication workflows
Business Development Tooling
Configure the initial BD experience in HubSpot so Summit's team can manage facility relationships, outreach, opportunities, and account context.
- Business development pipeline configuration
- Facility relationship tracking
- Contact and decision-maker tracking
- Opportunity and referral pipeline setup
- Sales activity tracking
- Task and follow-up automation
- List and segmentation configuration
- Views for business development users
- Basic reporting on activity, pipeline, and facility engagement
Initial Reporting + Facility Visibility
Configure initial dashboards and reporting to give Summit visibility into service desk activity, BD activity, and facility-level information.
- Help desk dashboard + ticket volume reporting
- Open ticket and aging reports
- SLA reporting
- Ticket category and priority reporting
- Business development activity dashboard
- Pipeline reporting
- Facility profile reporting
- User adoption reporting
- Initial executive dashboard
Training, Testing + Launch Support
Support Summit through launch readiness, testing, user enablement, and early stabilization.
- Testing support + issue tracking and remediation
- Admin training
- Service desk user training
- Business development user training
- Dashboard and reporting training
- Documentation review
- Go-live checklist + launch support
- Post-launch stabilization guidance
Built for what comes after Phase 1
Phase 1 creates immediate value while preparing Summit for centralized data, stronger facility intelligence, and more connected operations.
Ethizo Integration
API documentation review, FHIR capability review, authentication planning, field mapping, facility/provider/census data sync, record matching, testing, deployment, and monitoring.
Facility Health + Risk Management
Once more facility, service, provider, census, and BD data is in HubSpot, SmartBug can design account-health and facility-risk reporting: census decline, ticket aging, SLA misses, provider activity, satisfaction, and BD engagement.
Additional System Integrations
Planning or integration work for WhatsApp, Smartsheet, MatrixCare, PCC, Choreo, ADP, credentialing tools, data warehouse platforms, BI tools, and other operational systems.
Why the phased approach fits Summit
Fast Start
Begin with a practical first pass instead of waiting for every future integration detail to be defined.
Flexible Delivery
A bank-of-hours model lets Summit adjust priorities as documentation, data, and internal capacity clarify.
Architecture-Aware
Phase 1 is implemented in a way that supports future data consolidation, integrations, and facility health visibility.
Lower Implementation Risk
Separating the HubSpot foundation from custom integration work lets Summit move quickly without overcommitting to unvalidated assumptions.
Initial services investment
Built on SmartBug's blended HubSpot implementation rate of $195/hr. Hours can be applied across solution architecture, HubSpot setup, Service Hub, BD configuration, reporting, training, launch support, and integration planning.
Sized to cover the seven workstreams in Phase 1 with meaningful contingency for discovery and adjustment.
HubSpot subscription fees are separate from SmartBug professional services.
Hour allocation by workstream
7 workstreams · 150 hrs · $195/hr blended- Solution Architecture + Implementation Planning
Define the initial order of operations, confirm requirements, and map how HubSpot should support the broader operational vision.
Hours~30 hrsInvestment$5,850 - HubSpot CRM Foundation
Configure the core HubSpot environment to support Summit's facility, provider, contact, and business development structure.
Hours~35 hrsInvestment$6,825 - Service Hub + Help Desk Implementation
Configure HubSpot Service Hub to help Summit capture, route, manage, and report on service desk activity.
Hours~45 hrsInvestment$8,775 - Dialpad + Communication Capture
Evaluate and configure the available HubSpot ↔ Dialpad connection to improve call visibility and activity tracking.
Hours~10 hrsInvestment$1,950 - Business Development Tooling
Configure the initial BD experience in HubSpot so Summit's team can manage facility relationships, outreach, opportunities, and account context.
Hours~20 hrsInvestment$3,900 - Initial Reporting + Facility Visibility
Configure initial dashboards and reporting to give Summit visibility into service desk activity, BD activity, and facility-level information.
Hours~15 hrsInvestment$2,925 - Training, Testing + Launch Support
Support Summit through launch readiness, testing, user enablement, and early stabilization.
Hours~20 hrsInvestment$3,900
Key assumptions
Summit will provide business requirements, architecture notes, data model docs, and roadmap materials as available.
Summit and SmartBug will confirm whether an NDA is needed before deeper technical documentation is shared.
HubSpot will serve as the primary CRM and service desk platform for the initial implementation pass.
HubSpot is not intended to replace Ethizo as the clinical or EMR system of record.
Ethizo integration development is not included in the initial 150-hour pass unless specifically prioritized and validated.
WhatsApp, ADP, MatrixCare, PCC, Choreo, credentialing, and data warehouse integrations are not included in the initial pass unless explicitly added.
Native or marketplace integrations will be used where possible before custom development is recommended.
Patient-level data, PHI, HIPAA-sensitive workflows, and AI-assisted workflows will require additional review before implementation.
HubSpot subscription fees are separate from SmartBug professional services.
Timeline will depend on Summit's approval process, availability, documentation access, data readiness, and integration ownership.
The right partner for a healthcare HubSpot rollout
HubSpot Elite Expertise
One of the world's largest HubSpot solutions partners, with deep experience across CRM, Service Hub, Sales Hub, integrations, data architecture, and complex implementations.
Healthcare-Aware Implementation
SmartBug understands thoughtful architecture, sensitive data governance, HIPAA considerations, permissions, and operational workflows in healthcare-adjacent environments.
Strategy + Execution
Support across strategic architecture, HubSpot configuration, integration guidance, hands-on buildout, training, launch support, and long-term optimization.
Flexible Delivery Model
SmartBug can operate claws-in or claws-out depending on Summit's needs, internal resources, and timeline.
Ready to build the first implementation pass
Align on the initial 150-hour SmartBug services bank, review Summit's available system documentation, and finalize the first-phase implementation roadmap.