A subscription business, moved while it traded.
A prescription hair care service running across four separate tools. We moved all of it into HubSpot without losing a day of trade.
- Industry
- Prescription hair care telehealth
- Replaced
- Shopify checkout and three disconnected tools
- Scope
- Checkout, subscriptions, shipping and data
- Project lead
Sophie Costello- HubSpot
- Sales Hub, Operations Hub, Commerce and CMS
01 The briefPut the whole patient journey on one HubSpot record, replace the Shopify checkout with native HubSpot checkout and subscriptions, automate fulfilment, and do all of it with the business trading throughout.
One patient, four systems.
Gro Clinics sells prescription hair care as a subscription. A patient books a consult, pays, subscribes, and has treatments shipped to their door.
The business had grown across separate systems. Checkout sat in Shopify, payments in Stripe, appointments in Zenoti and fulfilment with a pharmacy, and none of them shared a view of the patient. The full journey had to be pieced together by hand, and with the data spread across four tools, reliable automation or AI was out of reach.
The business could not stop to fix it. Around $116K a month in subscription revenue ran through those systems, so any rebuild had to happen live.
Then it became urgent. Gro moved to strengthen payment security on the prescription hair care checkout: every checkout had to be tied to an individual patient and time-limited before processing could continue.
What Gro wanted
- Every patient on one record. First consult to recurring shipment, without leaving HubSpot.
- A checkout Gro runs. Checkout and subscriptions Gro's own team can run and trust.
- More consults becoming subscriptions. Higher conversion from consult to active subscription.
Shopify
Where a patient paid for treatment.
- Replaced by native HubSpot checkout
- Each checkout tied to one patient
Stripe
Where payments were processed.
- Connected by custom-coded workflows
- Recurring subscription payments
Zenoti
Where consults were booked.
- Connected by custom-coded workflows
- 17K out-of-sync records corrected
The pharmacy
Where treatments were dispensed and sent.
- Connected by custom-coded integrations
- Shipments created automatically through Starshipit
Six jobs, one patient record.
The record came before the checkout, and the data before the automation, so every step had something reliable to act on.
Map the patient journey
The whole journey traced across the four systems, and a single patient record designed to hold it.
Build the record in HubSpot
The patient record, a consult to subscription pipeline, and custom properties holding appointment, payment, subscription and shipment data.
Connect checkout and payments
Native HubSpot checkout and recurring payments in place of Shopify, with Stripe, Zenoti and the pharmacy connected by custom-coded workflows and integrations.
Clean and reconcile the data
Everything migrated onto the one record and reconciled, including 17K Zenoti appointment records that had fallen out of sync.
Ship treatments automatically
Shipment creation, dispatch and delivery run through Starshipit, so recurring treatments go out without anyone handling them.
Automate the lifecycle, and cut over
The recurring subscription lifecycle automated from start to finish, then a live cutover with no downtime.
The rule the checkout had to carry
Every checkout is tied to an individual patient and time-limited. That rule is built into the system, so it applies to every checkout without anyone checking it by hand.
The checkout security upgrade shipped in under 16 hours.
Rebuilt live, never offline.
Five rules, set before the build started. The first one decided the rest: the business kept trading the whole time.
Rebuild live, The old platform kept running until the new one took over
- Built alongside the old platform, which kept running until the cutover.
- Cut over with no downtime, the business trading throughout.
One record first, Why the patient record came before anything else
- Four systems consolidated onto one patient record.
- Every automation after it acts on clean, structured data.
Build the rule in, Payment security the system enforces
- Each checkout tied to an individual patient and time-limited.
- Applied automatically, so nobody has to check it by hand.
Gro's to run, What the team can change without a developer
- Add a practitioner, change a product or cover leave without calling a developer.
- Built for the team that runs it after launch, as well as for launch day.
Data ready for AI, Clean enough to ask questions of
- Structured and reconciled so the team can ask questions of the business.
- And trust the answers it gives back.
Four systems in, one patient record out.
One customer spread across four tools?
Four goals. The result against each one.
What Gro asked for before the build started, and where it stood once it was live.
Goal 01
Every patient on one record
We built a patient record holding appointment, payment, subscription and shipment data, and corrected 17K out-of-sync Zenoti appointment records on the way in.
1
patient record, where the data had been scattered across four tools. For the first time, Gro can see a patient's whole journey without leaving HubSpot.
Goal 02
A checkout Gro runs
We replaced Shopify with native HubSpot checkout and recurring payments, each checkout tied to one patient and time-limited.
$116K
a month in subscription revenue secured, with no downtime. The business traded throughout, and every checkout now carries the payment security rule without anyone checking it by hand.
Goal 03
More consults becoming subscriptions
We built a consult to subscription pipeline, and automated the recurring lifecycle from start to finish.
78%
conversion from consult to subscription, up from 57%. That is across 1.95K consults since the start of March.
Goal 04
Treatments that ship themselves
We automated shipment creation, dispatch and delivery through Starshipit, for every recurring treatment.
1.52K
shipments created, sent and delivered automatically. Since the start of March, recurring treatments have gone out without anyone handling them.
The checkout security upgrade shipped in under 16 hours. It kept around $116K a month in subscription revenue flowing on a live service, with no downtime.
Gro's patient data now sits on one clean record its team can read, extend and trust. The team uses HubSpot's Breeze AI to ask questions of the business in plain language, and one report found that a shorter lag from booking to consult went with higher attendance. The finding was checked against the source data, and it was right.
The platform is Gro's to run: adding a practitioner, changing a product or covering leave needs no developer. This is Gro's second build with us. The first, in 2024, rebuilt the Zenoti integration and the sales pipeline and won an Impact Award.
“You go to them with a system that's in shambles and needs to be replaced in less than two months - and it also has to stay live and you did it. Neighbourhood will just never let you down. You just get it done.”
Kate Radley
Head of Digital Technology, Gro Clinics for Australia and New Zealand
Who ran it
Sophie CostelloAI & Digital Strategist
Led the move from four systems to one patient record, through checkout, data reconciliation and shipping.
HubSpot Impact Award winner, Neighbourhood since 2023
Too busy trading to stop and rebuild?
The neighbours next door.
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