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Client: Together Senior Health

Membership Site + Custom API Development for Multi-Domain Solution Architected on HubSpot CMS Enterprise

MS 25 | Case Study - Together Senior Health

Challenge

Together Senior Health was in need of digital infrastructure capable of supporting their member-facing platform and the complex back-end functions that made the platform function seamlessly.

In an attempt to link together disparate elements (worked on by a string of previous development partners), the Together Senior Health (TSH) development team hit a roadblock. Mole Street came in and took over the buildout of the proprietary system.

In addition to preserving the platform’s existing capabilities and user experience, TSH was in need of a system capable of allowing the platform to evolve as the TSH community of members grew.

The Mole Street team is knowledgeable and collaborative. They redesigned our company website, audited content, and created a custom automation workflow for tasks and triggers that efficiently tracks our customer onboarding processes. As our needs change, they are able to easily pivot and continue to offer us services such as custom API integration, CRM migration and training. They are a great HubSpot partner!

Chrisanne Bradley ─ Director of Program and Product Management, Together Senior Health

TSH engaged with Mole Street and brought with them a robust set of critical initiatives that included:

  • Reworking sitemaps, design, and user-flow for two existing domains — a membership portal and a public-facing site built on the HubSpot CMS

  • Integrating Salesforce and HubSpot — which ultimately manifested as a full migration from Salesforce to HubSpot

  • Developing a custom API flow capable of managing member registrations, class times, and class recommendations between the HubSpot CRM and TSH’s propriety admin portal

  • Defining a process for associating “caregiver” and “provider” contacts with corresponding “members” in the HubSpot CRM and creating registration workflows to support this solution

  • Creating a custom solution capable of feeding resources (provided by a third party API) into a HubSpot blog

  • Establishing a call-to-action strategy and supporting documentation for the public-facing site

  • Comprehensive training and support for the TSH team in order to maximize their understanding and skills across the HubSpot platform

With these core initiatives and a number of supporting goals in mind, our teams collaborated to define a roadmap for success over the next six months.

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Solution

With the official start of the engagement, the Mole Street and TSH teams distributed efforts across two work streams and project plans—one for the membership portal and one for the public-facing corporate site. Over the next six months, TSH would work alongside Mole Street’s Growth Driven Design, HubSpot Consulting, and Development teams to see both domains (and all the supporting infrastructure) set in place.

The project started with the handoff of a non-HubSpot-hosted, membership portal prototype that had been created by TSH's previous development partner. Mole Streets' HubSpot Consulting and Development teams began work by auditing and understanding the existing and desired functionality of the portal. With a clear understanding of the project needs, a technical roadmap was devised to maximize functionality of the new membership portal and ensure a seamless sync between the HubSpot CRM and TSH’s proprietary admin portal.

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At the heart of that solution was a custom API capable of managing the two-way sync between the HubSpot CRM and TSH’s admin portal. The Phase 1 instance of the API addressed elements of the member registration process and allowed for active members to view their upcoming classes–complete with start times and a “Join Now” prompt once a room opened—displayed as a banner across the top of their portal instance.

Supporting the member portal’s custom API and interface, Mole Street's HubSpot Consulting team developed a complex automation flow consisting of more than 40 interconnected workflows. This automation system touches every aspect of the member registration process, starting with the initial “eligibility check.” From there, the system oversees all facets of the user journey and interactions within the portal while simultaneously orchestrating and triggering all of the internal notifications and actions needed for the TSH team to administrate the member portal in real time.

Growth-Driven Design: Custom Development

In the first phase of development for the member portal, the Mole Street development team worked alongside TSH’s internal development resources to solve for a variety of functions relating to the member portal and its user registration process, including, but not limited to:

  • Registration-triggered functions

    • Contact record creation in HubSpot

    • Contract record creation in TSH propriety portal

    • Pushed external ID and class link to HubSpot

    • Notification email with account creation link sent to members

  • Upcoming classes banner

    • Populated with members' classes via serverless API

    • Display name, instructor, and time until next class

    • “Join Class” button when a class opens

  • Validation Measures

    • Custom logic

    • Serverless endpoint to run responses and error messages

    • Front-end messaging for members in the event of an error

    • Deduplication measures

In phase two, we have begun work to expand the API functionality to include even more capabilities relating to the sync between a member’s record and that of their caregivers and practitioners.

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Technical HubSpot Consulting

Automation and process can be found at the heart of each initiative the HubSpot Consulting Team has taken on in working with TSH.

What started as a Salesforce <> HubSpot integration ultimately became a full migration to HubSpot as the TSH team uncovered redundancies in the platforms and new opportunities within HubSpot. These discoveries gave TSH the confidence to migrate their database to a single CRM—creating new efficiencies and savings for the organization.

In evolving TSH’s internal systems, the crowning accomplishment has been the interconnected system of 40+ workflows that were designed to support the member-facing and administrative needs within the membership portal.

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Ready to realize your greatness?

Whether you’re looking to develop and launch a membership site, create custom workflows for user management and automated processes, or migrate Salesforce to HubSpot — we’re here to help.

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