Summit Medical Consultants
+ SmartBug
Phase 1 HubSpot Implementation 2.0
A rebalanced first-phase implementation focused on Business Development, Facility 360, facility relationship management, cross-channel communication visibility, essential reporting, and connected IT ticket tracking.
Summit's Phase 1 priority has evolved
Leadership review validated the Facility 360 operating model presented in HubSpot's Summit-specific deck. The primary Phase 1 priority has shifted from IT Service Desk to Business Development and Facility Relationship / Communication Management. IT Service Desk remains important — it is now a connected secondary use case rather than the lead workstream.
IT Service Desk first, CRM / BD later
- Service Hub help desk as the anchor workstream
- Ticket intake, service catalog, knowledge base lead the plan
- Facility and business development capability deferred to later phases
- Reporting centered on IT workload and ticket performance
Facility 360 + BD relationship management first, IT ticketing retained
- Connected facility/company and contact records as the data spine
- Facility 360 view with relationship ownership and parent/child hierarchy
- Business development pipeline, outreach and next actions in one place
- Communications on one timeline, with ticket roll-up to the facility
- Essential facility-level and executive reporting from day one
This 2.0 page is a comparison version prepared to help Pete present the revised scope internally. It sits alongside the original Phase 1 page rather than replacing it.
What leads Phase 1 now
Four priorities, sequenced around the Facility 360 operating model. Business Development and facility relationship management lead; IT Service Desk stays connected and visible.
Business Development + Facility Relationship Management
The lead workstream. Summit's growth and facility relationships run on connected records, clear ownership, and visible activity — this is where Phase 1 starts.
Facility 360 Profile
One connected view of each facility: hierarchy, contacts, providers, contracts, ownership, activity, and open items.
Facility Communication + Activity History
Emails, calls, notes, and messages associated to the right facility and contact records on a single timeline.
BD Outreach, Pipeline + Activity Tracking
Opportunities, relationship stage, outreach cadence, follow-up tasks, and stalled-deal visibility for the BD team.
Minimum Viable Email / Dialpad / WhatsApp Association
Practical, validated association of communication channels where supported — with limitations documented up front.
IT Service Desk + Ticket Management
Retained in Phase 1 as a connected secondary use case: core ticket intake, categories, priorities, ownership, status, aging, and escalation — with tickets rolling up to facility records.
Projects / Task Management
Cross-functional tasks and follow-up so facility concerns and internal requests have an owner, a due date, and a visible path to resolution.
Essential Facility + Executive Reporting
The reporting Summit's leadership needs first: facility relationship health, BD pipeline and activity, communication gaps, and unresolved issues.
Rebalance the same 175 hours around the Facility 360 vision
SmartBug recommends keeping the 175-hour / $34,125 framework intact while rebalancing the scope toward Summit's revised priorities. The work should focus first on the facility/company data model, relationship ownership, communication timeline, BD activity, opportunity tracking, task management, essential reporting, and then the connected service desk / ticketing layer.
- The data model comes first
Facility, provider, and contact records are the spine everything else attaches to — BD activity, communications, and tickets all roll up to them.
- Value lands earlier for leadership
Facility relationship visibility and BD pipeline reporting are the metrics Summit's executives are asking for today.
- IT ticketing stays connected
Building ticketing on top of the facility model means tickets are visible in context rather than in a separate silo.
- No change to commercial terms
Same bank, same rate, same total. Only the allocation of delivery hours changes.
Same investment, rebalanced allocation
The commercial framework is identical to the original Phase 1 proposal. What changes is how the 140 delivery hours are prioritized across the workstreams.
Delivery hours are prioritized across BD / Facility 360 first and IT Service Desk second. Remaining hours cover architecture, tasks, reporting, and launch. HubSpot subscription fees are separate from SmartBug services.
Revised hour allocation
Version 2.0- Project ManagementProject Management35hours
- Solution Architecture + Data GovernanceCross-cutting22hours
- Facility 360 Profile + CRM FoundationBD / Facility 360 · Priority 130hours
- Business Development Pipeline + Relationship ManagementBD / Facility 360 · Priority 122hours
- Communications Association: Google Workspace, Dialpad, WhatsAppBD / Facility 360 · Priority 116hours
- Core IT Service Desk + Ticket TrackingIT Service Desk · Priority 222hours
- Cross-Functional Tasks, Routing + EscalationCross-cutting12hours
- Facility + Executive ReportingCross-cutting10hours
- Testing, Training + Launch SupportCross-cutting6hours
What's included in revised Phase 1
Expand any workstream to see the detail. Hours remain flexible across the bank as documentation, stakeholder input, and technical validation firm up.
The centerpiece of the revised Phase 1 — one connected view of every facility Summit serves.
- Facility record architecture
- Parent / child hierarchy
- Contacts and providers associated to facilities
- Contracts and exclusivity fields
- Census / volume placeholder fields where supported
- Services, ownership, and relationship fields
- Activities, emails, calls, and notes in context
- Open tickets and next actions surfaced on the record
- Dashboard-ready fields for downstream reporting
Remaining questions to close before approval
A short, practical list. Closing these confirms scope, cost, and compliance expectations before Summit commits.
HubSpot / Contracting
- Enterprise tier requirements and fit
- Sensitive Data entitlement
- BAA availability and scope
- Covered services
- Renewal pricing
- Downgrade and exit terms
Integrations / Technical Proof
- Dialpad logging details
- WhatsApp sync details
- Google Drive capability
- Buzz integration path
- Native vs. middleware vs. custom classification
SmartBug / Implementation
- What is included in the 175 hours
- What is explicitly out of scope
- Integration maintenance ownership
- Rate card for future work
- Acceptance criteria if hours are exhausted
Recommended POC before final approval
Before Summit signs, HubSpot should demonstrate a single end-to-end facility story in a live environment. One fictitious facility, walked from record to executive dashboard.
How every requirement gets classified
For each Summit requirement, HubSpot and SmartBug will assign one delivery category and answer the same six questions — so Summit can compare apples to apples before approving.
Delivered with standard HubSpot functionality, no additional tooling.
Supported by a HubSpot-built or vendor-built first-party connector.
Available through a third-party app listing, typically with its own subscription.
Requires an integration platform between HubSpot and the source system.
Requires bespoke build work, separately scoped and estimated.
Cannot be delivered as requested; an alternative approach is needed.
Answered for every requirement
Each line item in Summit's requirements list will carry a response to all six fields below, alongside its delivery category.
- Implementation Phase
- Included in 175 Hours?
- Additional Implementation Cost
- Recurring Third-Party Cost
- BAA / Compliance Status
- Ongoing Owner / Support Responsibility
Built for what comes after Phase 1
The Facility 360 foundation makes each subsequent phase faster to deliver and easier to justify.
Deeper ITSM + Service Desk Expansion
Service catalog depth, knowledge base and deflection, SLA management, onboarding/offboarding workflows, and broader IT reporting.
Additional Integrations + Workflow Automation
ADP, JumpCloud, Ethizo, DocuSign, Buzz and expanded communication channels, plus automation across BD, operations, and service workflows.
Advanced Facility Health, AI + Executive Reporting
Facility health scoring, predictive relationship signals, AI-assisted next best actions, and advanced leadership analytics.
The right partner for a facility-centric rollout
HubSpot Elite Expertise
One of the world's largest HubSpot solutions partners, with deep experience across CRM architecture, Service Hub, automation, integrations, and reporting.
Healthcare-Aware Delivery
Thoughtful architecture, sensitive data governance, permissions, and compliance-aware implementation in healthcare and senior care environments.
Facility 360 + BD Strategy
SmartBug can stand up the facility relationship and business development foundation now while keeping the connected service desk layer in the same phase.
Flexible Implementation Model
Strategy, hands-on configuration, technical guidance, launch support, and future optimization — matched to Summit's internal capacity.
Ready to align the scope to Summit's revised priority
SmartBug recommends proceeding with the same 175-hour Phase 1 framework, rebalanced around Facility 360 and Business Development relationship management first, with IT Service Desk retained as a connected secondary workstream.