The Challenge
Vitto MD’s challenge was not generating demand—it was managing it effectively. Through active Facebook and Instagram campaigns, the practice was already receiving a high volume of inquiries, often more than 100 messages per day. The problem emerged once those leads entered the system.
Handling incoming requests depended on a highly manual process. Coordinators first reviewed each message, then discussed lead assignment through WhatsApp, manually created the contact in Salesforce, and finally routed it to the appropriate salesperson. This workflow was slow, fragmented, and heavily dependent on manual coordination, creating delays and unnecessary administrative work.
At the same time, the company relied on multiple disconnected tools for email marketing, CRM management, communication, and calling. Because information lived across different platforms, it was difficult to maintain a clear view of the sales process. Managers had limited visibility into lead status, follow-up activity, and response times.
Vitto MD did not simply need a new CRM. It needed a centralized and scalable system that could unify marketing and sales operations, automate lead handling, and give the team clear visibility into the entire patient acquisition process.
The Solution
Rather than simply migrating data and recreating the same process in a new tool, the HubSpot implementation was built to improve how the business actually worked. The CRM was prepared first, then the data was migrated once the new structure was ready and the team had a clear go-live point.
A major part of the solution was reducing manual lead handling from social media. Vitto MD implemented ManyChat to manage the initial interaction with inbound prospects and pass their information directly into HubSpot. From there, leads could be routed automatically based on which account or service line they came from. For example, a lead from the dental account would go into the dental pipeline, while a plastic surgery inquiry would be routed to the plastic surgery team.
This mattered because Vitto MD does not operate with a single generic sales flow. Each service line has different qualification steps, timelines, and requirements. HubSpot made it possible to reflect that operational complexity with separate pipelines and more tailored automation.
The implementation also extended beyond lead capture. Sales workflows, quotes, documents, payments, and call tracking were all brought closer into one system, giving the team more structure and management visibility.
What exactly was implemented
The implementation began with the design and setup of a new HubSpot CRM environment, followed by the migration of data from Salesforce. Instead of simply transferring the existing system, the new CRM structure (including pipelines, workflows, and automations) was built first to ensure the platform reflected Vitto MD’s operational needs before going live.
At the same time, the lead intake process from Facebook and Instagram campaigns was redesigned. ManyChat was implemented as the first response layer, capturing inquiries and automatically sending contacts into HubSpot, where they were routed to the appropriate service pipeline. This replaced a manual workflow that previously relied on WhatsApp coordination and manual lead creation in Salesforce.
Because Vitto MD manages multiple services with very different patient journeys, HubSpot was configured with service-specific pipelines rather than a single generic process. For example, plastic surgery involves a longer qualification process with medical review and documentation, while MedSpa services often move quickly from inquiry to booking. Within these pipelines, HubSpot automations helped move leads through stages based on activity, such as contact attempts or form submissions.
Qualification forms were also introduced before creating a deal, ensuring that only suitable patients progressed to the opportunity stage and creating a clearer distinction between early inquiries and real sales opportunities.
Finally, several third-party tools were integrated to strengthen operational visibility and process control. DocuSign was connected to HubSpot to manage contracts and consent forms directly within the pipeline, automatically updating deal stages when documents were signed. RingCentral was integrated to log call activity, allowing managers to verify follow-up efforts and improve accountability across the team. Payment tracking was also introduced through invoices inside HubSpot, enabling the team to record payments and monitor balances, while laying the groundwork for future automation through HubSpot payment links.
Together, these integrations helped create a more connected system that unified sales activity, documentation, and financial tracking.
The Results
Even without final revenue figures, the implementation significantly improved Vitto MD’s operational control and consistency across the sales process. One of the most immediate impacts was the automation of lead assignment: around 90% of inbound leads are now routed automatically to the correct pipeline, eliminating the manual coordination that previously required WhatsApp discussions and manual entry in Salesforce.
The new system also gave managers much clearer visibility into how leads are being handled. Through HubSpot reporting, the team can now identify unworked leads, review the last activity on each contact, and detect where follow-up is breaking down. This transparency has also improved accountability. With RingCentral integrated into HubSpot, managers can verify whether calls were actually made, rather than relying solely on self-reported activity from sales coordinators.
Finally, the our Technical Team introduced more structure and discipline into the overall sales process.
With defined response-time rules and automatic reassignment if leads are not contacted within the expected timeframe, opportunities are far less likely to go cold. Combined with standardized quotes, clearer service-specific pipelines, and integrated documentation and payment tracking,
Vitto MD now operates with a more organized and scalable commercial system. One that replaces manual coordination with a unified process built for growth.
