← HubSpot use cases · Aged care

Admissions and rooms, in one place.

A not-for-profit residential aged care and retirement living provider moved admissions out of a shared mailbox, spreadsheets and a Teams channel and into HubSpot. A custom card now matches each new resident to a suitable room from the admission itself.

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SectorResidential aged care and retirement living, not-for-profit
HubSpotSales HubMarketing Hub
ReplacedA shared mailbox, spreadsheets and a Teams channel
A HubSpot admission record with the Room Selection card open. The resident needs high care, one room is available now, and it can be assigned with one click.
The room selection card on an admission.
Before

The problem

Admissions ran across a shared mailbox, spreadsheets and a Teams channel, and room availability was updated by hand.

After

What changed

  • Admissions sit in pipelines instead of a mailbox, spreadsheets and a Teams channel.
  • Website enquiries arrive in HubSpot with an owner, instead of waiting in an inbox.
  • Room availability is on a board everyone can see, and matching a resident to a room happens on the admission.
  • The admissions team works in HubSpot every day.
In between

What we built

Admissions pipelines, every room as a record, and a custom card that matches each resident to a suitable room.

Why they moved

Admissions ran across a shared mailbox, spreadsheets and a Teams channel. Each held part of a resident’s story, so the record changed depending on where you looked. Contracts went missing because nothing linked the steps together, and aged care assessment reviews were tracked by hand and needed regular audits to catch what had slipped.

Room availability was the hardest part. The care management system couldn’t show bed status, so staff updated it by hand and checked with each other before offering a room.

They had tried CRMs before and stalled. This time the brief was a system they could improve step by step, not a perfect one on day one.

The project

Before anything was signed we set up a working demo using their own admissions process, so the team could see their pipelines, rooms and records before committing. From kick-off to the team working in HubSpot took about three months.

Admissions pipelinesCommunity and hospital referrals each have a pipeline, from first enquiry through assessment, placement offer and paperwork to admission.
Rooms as recordsEvery room is a record with its site, wing, care class and status, so occupancy shows on one board.
Email and calendarMicrosoft 365 email and calendars connected, with a shared admissions inbox.
Website enquiriesWebsite forms create and update records in HubSpot, each with an owner.
Data and reportingExisting records imported and cleaned up, the email list moved across from Mailchimp, and occupancy dashboards built.
Training and supportTraining for the admissions team, then hands-on support after go-live.
The part that stands out

Room selection, on the admission

Every room is in HubSpot, but matching a new resident to the right one still meant checking the board and asking around. We built a card that sits on every admission. It reads the resident’s care class and lists the rooms that match: those free now and those coming back soon, each with its wing and notes.

Staff assign a room in one click. The room moves to upcoming on the board, so nobody offers it twice.

  1. Care class read from the admission
  2. Matching rooms, now and coming up
  3. Assigned in one click
  4. Room board updates
A HubSpot board of rooms grouped by status: available, occupied, upcoming and vacant. Each room shows its wing, care class and site.
Every room on one board, by status.
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