Improving Efficiency and Resident Engagement Through System Integration
Industry: Healthcare & Aged Care
Timeline: 10 Weeks
Platform: HubSpot CRM & Marketing Hub
Services: CRM Implementation, Custom API Integrations, Website Migration, Marketing Automation
Overview
Hardi Aged Care is a leading healthcare provider with residential aged care facilities across Australia. The organisation wanted to improve how it managed enquiries, resident admissions, and marketing activities across multiple locations.
DigitalScouts was engaged to implement a customised HubSpot CRM that could integrate with their existing clinical management system, automate lead capture from the website, and provide clearer reporting across teams.
The Challenge
Before working with DigitalScouts, Hardi’s marketing and admissions teams were managing data through manual spreadsheets and siloed systems. The website contact forms were not integrated with their CRM, resulting in missed or delayed follow-ups.
Key challenges included:
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Disjointed systems for lead capture, email marketing, and admissions.
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Manual updates of enquiries and contact data across teams.
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Limited visibility into the customer journey from enquiry to admission.
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Inconsistent communication between marketing and operations.
Hardi needed a unified platform to connect website forms, marketing workflows, and team communication — all while maintaining compliance and data accuracy.
The Solution
DigitalScouts implemented a fully integrated HubSpot CRM and Marketing Hub setup to centralise lead management and automate follow-up communication.
The solution included:
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Custom API integrations between HubSpot and Hardi’s existing clinical database for real-time data sync.
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Migration of website forms into HubSpot for automatic lead capture and routing to the right facility.
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Automated nurture workflows for new enquiries, tours, and admission follow-ups.
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Custom dashboards for management to track enquiry sources, conversion rates, and team performance.
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Email automation for resident updates and family communication.
The implementation was completed within ten weeks, followed by staff training sessions to ensure smooth adoption across all departments.
The Results
The new HubSpot setup transformed Hardi’s operational efficiency and lead management process.
| Metric |
Before HubSpot |
After HubSpot Implementation |
| Lead capture |
Manual website forms |
Automated lead capture and routing |
| Response time |
2–3 days average |
Same-day response across facilities |
| Data entry |
Manual updates |
100% automated CRM updates |
| Reporting |
Limited visibility |
Real-time dashboards by facility |
| Communication |
Untracked emails |
Automated sequences and tracking |
What the Client Said
“DigitalScouts team were a pleasure to work with and no question was too small. They became an extension of our team, integrating systems with custom-built APIs and helping us migrate our website and lead capture processes into HubSpot. The onboarding was seamless, and we now have full visibility across all our enquiries and communication. Highly recommend DigitalScouts for any healthcare business looking to streamline digital operations.”
— Narelle Baigent, Marketing Director, Hardi Aged Care
What This Means for Your Business
Hardi Aged Care’s success highlights how the right HubSpot implementation can transform communication and data management in complex healthcare environments. By connecting marketing and operational systems, DigitalScouts helped Hardi reduce manual work, improve response times, and deliver a better experience for residents and their families.
Book a consultation with DigitalScoutsto explore how your business can achieve the same clarity and efficiency.
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