1300 71 61 41Gro Clinics
How NBH replaced Shopify and ran Gro Clinics' entire prescription-subscription business natively in HubSpot - rebuilt live, under full load.
Services Used
Project Manager
Project Location
Australia
Services Used
Solution
Custom HubSpot Development, CRM Architecture & AI Integration
Project Manager
Project Location
Australia
Project Goals
Gro Clinics wanted to run their whole prescription Hair Care subscription business in one place. A patient books a consult, pays, starts a subscription and gets treatments shipped to their door, and the goal was to have all of that on a single patient record in HubSpot, not scattered across four tools. That meant replacing the Shopify checkout with native HubSpot checkout and subscriptions, pulling the disconnected systems into one source of truth, and automating fulfilment so treatments just ship. It also meant giving Gro clean, structured data, the foundation reliable automation and AI need. And all of it had to happen live, with no downtime.
Tools Used
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Their wants
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03
Their needs
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Automated shipment creation and delivery so recurring treatments fulfil without manual handling.
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Clean, reconciled data underneath it all, so automation and AI have something reliable to act on.
Identifying the problem
Gro's subscription business had grown across separate systems. Checkout sat in Shopify, payments in Stripe, appointments in Zenoti and fulfilment with a pharmacy, none of them sharing a single view of the patient. The full journey had to be pieced together by hand, and with data scattered across four tools, reliable automation or AI was impossible.
The work turned urgent when Gro moved to strengthen payment security on the PHC checkout. Each checkout needed to be tied to an individual patient and time-limited before processing could continue, and around $116K a month in subscription revenue depended on getting that change live without interrupting a trading service.
Scope of works
The Plan
- Map
- Build
- Wire
- Clean
- Ship
- Automate
Map
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Map the end-to-end patient journey across the four systems.
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Design a single patient record to hold it.
Build
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Build the foundation in HubSpot - the patient record, the consult-to-subscription pipeline and the custom properties holding appointment, payment, subscription and shipment data.
Wire
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Wire up native checkout and recurring payments to replace Shopify, and connect Stripe, Zenoti and the pharmacy with custom-coded workflows and integrations.
Clean
- Migrate and reconcile the data into one source of truth - including correcting 17K out-of-sync Zenoti appointment records.
Ship
- Automate shipment creation, dispatch and delivery through Starshipit, so recurring treatments fulfil without manual handling.
Automate
- Automate the recurring lifecycle end to end and cut over live - no downtime, the business trading throughout.
The Strategy
- Rebuild live, never offline
- Single source of truth first
- Design the requirement in, don't police it by hand
- Build for the team, not just for launch
- A foundation for AI
Rebuild live, never offline
- Stand the new platform up alongside the old one and cut over with no downtime - the business never stops trading.
Single source of truth first
- Consolidate four systems onto one patient record so every downstream automation acts on clean, structured data.
Design the requirement in, don't police it by hand
- Build the rules into the system - each checkout tied to an individual patient and time-limited - so compliance is automatic, not manual.
Build for the team, not just for launch
- Make it Gro's to run: add a practitioner, change a product or cover leave without calling a developer.
A foundation for AI
- Structure the data to be AI-ready, not just automation-ready - clean and reconciled enough that the team can ask questions of the business and trust the answers.
The Results
$116K
in subscription revenue secured
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Record end to end
17K
out-of-sync Zenoti appointment records corrected
For the first time, Gro can see a patient's entire journey, appointment, payment, subscription and shipment, on one record without leaving HubSpot, instead of piecing it together across four systems. Data that was scattered and unusable is now a single, clean, AI-ready foundation the team can build on.
- $116K in monthly subscription revenue secured on a live service, with no downtime.
- 1 patient record end to end, replacing four disconnected systems.
- 17K out-of-sync Zenoti appointment records corrected.
- 1.52K shipments automatically created, sent and delivered since the start of March.
- 1.95K consults completed in the same period.
- 78% conversion from completed consult to subscription started since March, up from 57% under the previous process.
And the AI-ready foundation is already paying off. Using HubSpot's Breeze AI, Gro's team now queries the business in plain language - building reports like a consult-lag-time analysis (median days from booking to consult, broken down by who booked it) that surfaced a clear correlation between shorter lag and higher attendance. Checked against the source data, it held up - insight the old, fragmented stack could never have produced.
The Impact
Conclusion
Short term, the impact was immediate. The critical checkout security upgrade shipped in under 16 hours and kept around $116K a month in subscription revenue flowing on a live service, with no downtime. Long term, Gro owns a platform its own team can read, extend and trust, with a single patient record that finally makes reliable automation and AI possible.
NBH and Gro are already scoping the next phase: a HubSpot CMS patient portal and deeper native integration across the stack. Technical expertise, at Gro, means a prescription-subscription business that used to run on four stitched-together systems now runs natively on one, custom-built and rebuilt live on HubSpot without losing a day of trade.
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