Our Work
Overview
A healthcare technology company provides an all-in-one practice management and EHR platform for mental and behavioral health providers in the U.S. and Canada. The company equips practitioners with tools to manage scheduling, billing, and operations, and offers marketing solutions to attract new patients.
As the company consolidated multiple brands under one umbrella, they partnered with Evenbound to streamline operations and improve visibility across brands. With fragmented inboxes, duplicate forms, and siloed service pipelines, they needed a unified HubSpot setup to boost internal efficiency while maintaining brand-specific communication.
- Industry: Healthcare Technology
- Location: Atlanta, GA
- Service Area: U.S. & Canada
- Employees: ~51-200
9
inbox migrations to HubSpot Help Desk
14
legacy team emails sunset for cleaner governance
19+
forms combined into one connected system
The Challenge
The company was consolidating four distinct brands into a single system while maintaining brand-specific customer communications. Key obstacles included:
Fragmented support and “Contact Us” forms, causing duplicate tickets and routing errors
Eight separate ticket pipelines with inconsistent logic and reporting
Siloed teams using personal inboxes, leading to missed handoffs and visibility gaps
No unified SLAs or response tracking to ensure consistent client experiences
Lack of post-support surveys to gain insight into how well their team was handling tickets
HubSpot Tools We Used
Service Hub Enterprise
Sales Hub Enterprise
Marketing Hub Enterprise
CMS Hub Starter
Data Hub Starter
The Solution
Evenbound migrated the team to HubSpot's Help Desk to unify the multi-brand operations while keeping each brand’s client communications distinct.
Centralized Help Desk - Consolidated all brand inboxes into one HubSpot Help Desk with clear routing and team ownership.
Unified Workstreams - Merged workflows into a single system with standardized SLAs and automated notifications.
Smarter Forms & Routing - Combined 19+ forms to one connected system for consistent ticket creation and tracking.
Team Training - Delivered live and recorded sessions to drive adoption across service and sales teams.
Reporting & Governance - Built dashboards and SOPs for SLA tracking, workload visibility, and ongoing management.
Customer Effort Surveys - Implemented customer effort surveys after tickets closed to get quantitative data on how the service team was performing.
The Results
They now run faster, cleaner, and with full visibility across teams and brands:
9 inboxes migrated into HubSpot Help Desk for centralized support
14 legacy team emails retired for better governance and consistency
8 ticket pipelines → 5 ticket pipelines with standardized automation
11 support forms + 8 contact forms → 1 connected ticket system
2-hour first-response SLA and 48-hour close target automated in HubSpot
25+ active Service Hub users trained and enabled
Improved cross-team visibility between service and sales for seamless handoffs
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