The Client

Genwell is an innovative health-tech company dedicated to improving wellbeing through data-driven insights. By leveraging their proprietary app, Genwell provides users with the tools to monitor and enhance their health, requiring a backend infrastructure that can keep pace with real-time digital interactions.

The Challenge

As Genwell’s user base expanded, the gap between their mobile application and their internal business processes began to widen. Their team was managing growth with fragmented tools, leading to operational bottlenecks.

Key challenges included:

• Product-to-CRM Silos: There was no automated connection between the Genwell app and the sales team, meaning user milestones and sign-ups weren't triggering sales actions.

• Manual Subscription Tracking: Since Genwell does not use HubSpot’s native payment processing, tracking recurring subscriptions was a manual, error-prone process that lacked a "Single Source of Truth."

• Fragmented Support Channels: Customer inquiries from email, web forms, and chat were landing in unorganized inboxes, leading to inconsistent response times and a lack of accountability.

The Solution

RevOps Automated designed and deployed a unified Sales and Service Architecture that integrated Genwell’s product data directly into their operational workflow.

1. Custom-Coded Sales Pipeline Integration

We developed a custom-coded solution to bridge the Genwell app and the CRM. This ensured that the sales pipeline was not just a static record, but a dynamic reflection of app activity.

• Real-time Updates: Sales stages are now automatically updated based on user behavior within the app.

• Data-Driven Outreach: Reps are notified the moment a user hits a specific threshold, allowing for perfectly timed expansion and renewal conversations.

2. Custom Recurring Billing Infrastructure

Because Genwell processes payments outside of HubSpot, they needed a custom way to track recurring revenue without using the "HubSpot Subscriptions" tool. We built a bespoke tracking framework that:

• Tracks External Subscriptions: Created a custom architecture to log and update subscription status, start dates, and renewal periods directly on the deal and company records.

• Enables Future Reporting: By structuring the data correctly now, we have laid the essential foundation for high-integrity MRR and LTV reporting, ensuring all subscription data is clean and ready for analysis.

3. Tiered Omnichannel Ticketing System

We transformed Genwell’s support from a reactive inbox into a sophisticated Service Hub.

• Unified Intake: Integrated email, chat, and phone into a single management interface.

• Automated Triaging: Every incoming ticket is now automatically analyzed and assigned a Tier and Tag.

• Intelligent Routing: Tickets are instantly distributed to the appropriate team member based on priority and technical requirements, ensuring no customer is left waiting.

• Optimized Management Views: Custom-built dashboard views allow support leads to manage workloads and identify common user "pain points" at a glance.