A phased HubSpot implementation designed to connect customer, implementation, support, communication, and financial information—without disrupting the systems and workflows ImagineSoftware's teams rely on today.
HubSpot will initially serve as a unified customer visibility layer across ImagineSoftware's existing systems, giving internal teams a more complete view of each customer while allowing Sales, Finance, Implementation, Client Success, and Support to continue operating in their current tools.
ImagineSoftware's customer journey spans Sales, Implementation, Client Success, Support, and Finance. Today, the information required to understand that journey is distributed across Salesforce, NetSuite, Outlook, Gong, ITA, SmartSheet, Precursive, and other internal systems. The result is fragmented handoffs, limited implementation visibility, inconsistent customer context, and significant manual effort.
Phase 1 establishes the foundation for a connected customer experience by bringing the most important information into HubSpot.
Give internal teams a shared view of customer relationships, sales history, implementation progress, communications, support activity, and financial status.
Carry important customer and commercial context from Sales to Implementation and from Implementation to Client Success.
Replace fragmented SmartSheet reporting with a structured implementation process and clear milestone visibility.
Use implementation, engagement, support, financial, and CSM signals to identify accounts that may require attention.
SmartBug recommends a controlled Phase 1 rollout focused on integration, visibility, governance, and foundational HubSpot configuration. ImagineSoftware's existing platforms will remain in place. HubSpot will operate as an overlay that connects information across systems and makes it useful to the teams responsible for the customer experience.
Intentionally deferred from Phase 1: ITA requires additional API validation and careful PHI controls. Snowflake will become more relevant once its source-system connections are complete and stable.
Connect ImagineSoftware's current systems to HubSpot and establish the matching, governance, validation, and synchronization rules required to create a trusted unified customer record.
Configure the essential HubSpot foundation, implementation process, handoff automation, Client Success visibility, Service Hub capabilities, reporting, training, and launch support required for the Phase 1 MVP.
250 hrs · $48,750 Integration & Data Connectivity + 250 hrs · $48,750 Streamlined HubSpot Configuration and Enablement
Based on a consistent project rate of $195 per hour.
The HubSpot company record will become the central visibility layer for the customer relationship.
Compliance: Phase 1 is designed to keep PHI out of HubSpot. Only approved operational, customer, financial, implementation, and aggregate support information should be synchronized.
SmartBug will configure a structured implementation process in HubSpot that provides greater visibility than the current SmartSheet export model and preserves important context from the sales process.
The final process may contain approximately 20 stages or milestones based on ImagineSoftware's approved implementation methodology.
Create an implementation record when an approved sales milestone is reached.
Carry the customer's stakeholders, goals, purchased solutions, commitments, and other approved context into implementation.
Assign owners, create tasks, send notifications, and identify overdue milestones.
Automatically notify and prepare the Client Success team when implementation reaches completion.
Scope guardrail: The revised Phase 1 scope does not include advanced milestone branching, complex project exception management, capacity planning, time tracking, project profitability, or a full replacement of Precursive.
Once customer, implementation, communication, support, and financial signals are visible together, ImagineSoftware can begin identifying risk earlier and coordinating customer outreach more effectively.
Scope note: ITA will remain in place during Phase 1. HubSpot will not replace ITA, become the complete support operating system, or store PHI.
The streamlined Phase 1 scope includes discovery and future-state design for a client-facing implementation experience. SmartBug will define the use cases, architecture, security model, and fast-follow implementation estimate — the production portal build itself is deferred.
Important: The production portal build and launch are not included in the revised Phase 1 investment. The portal can be introduced as a fast-follow initiative after the unified customer record and implementation process are operational.
SmartBug will configure a focused set of approximately four to six priority dashboards covering unified customer visibility, implementation portfolio, overdue milestones, Client Success portfolio, at-risk customers, support activity, and financial visibility based on available NetSuite data. Power BI and Snowflake will remain part of ImagineSoftware's broader enterprise analytics environment.
Change management is central to the Phase 1 recommendation. SmartBug will help ImagineSoftware introduce the new visibility and workflows without forcing an immediate full-platform migration.
Focused scope: Phase 1 uses a train-the-trainer approach for administrators and designated team leaders. It does not include extensive individual training for all 60 users or separate comprehensive programs for every department. A full Sales Hub rollout and sales-team migration are reserved for a future phase.
SmartBug recommends a streamlined Phase 1 engagement that preserves the system integrations and operational HubSpot foundation required to create a unified customer view while keeping the total estimated investment below $100,000.
Connect Salesforce, NetSuite, Outlook, and Gong to HubSpot while establishing the governance, matching, synchronization, testing, and monitoring required to create a trusted unified customer record.
Configure the essential HubSpot foundation, implementation process, handoff automation, Client Success visibility, Service Hub capabilities, reporting, training, and launch support required for the Phase 1 MVP.
Based on a consistent project rate of $195 per hour.
This recommendation is structured as an estimated-hours engagement based on the requirements currently available. SmartBug will manage the project through transparent time tracking, weekly status reporting, milestone reviews, budget visibility, and formal change control.
The estimated investment includes project management and defined contingency allowances for both the integration and HubSpot configuration workstreams — already counted within the 500 hours and $97,500 total.
SmartBug will notify ImagineSoftware before exceeding the approved project estimate. Newly identified requirements may be addressed by reprioritizing remaining hours, using available contingency, or executing a mutually approved change order.
HubSpot licensing, third-party subscriptions, taxes, and travel expenses are not included in the estimated project investment.
Every project area, estimated hours, and investment at $195 per hour.
Includes Salesforce, NetSuite, Outlook, Gong, cross-system record matching, integration validation, project management, and integration contingency.
Includes Phase 1 process discovery, data-model decisions, governance, permissions, naming conventions, company and contact record layouts, associations, and role-specific views.
Includes the implementation object, approximately 20 implementation stages or milestones, ownership, target dates, core milestone automation, Sales-to-Implementation handoff, and Implementation-to-Client Success handoff.
Includes a foundational ticket process, ticket ownership, routing, priorities, views, an initial customer health model, Client Success portfolio views, and at-risk account visibility.
Includes portal use-case discovery, licensing validation, security and visibility requirements, recommended architecture, and a future-state implementation estimate. The production client portal build is deferred from this streamlined Phase 1 scope.
Includes priority dashboards, train-the-trainer enablement, user acceptance testing, launch support, and a focused post-launch hypercare period.
Includes kickoff, weekly project meetings, timeline and budget management, risk and decision tracking, cross-functional coordination, and launch-readiness planning.
Provides coverage for reasonable in-scope complexity, workflow adjustments, record-layout revisions, health-score refinements, reporting changes, and user acceptance testing findings.
All work estimated at $195 per hour. HubSpot licensing and third-party subscription fees are separate.
These line items are the detailed breakdown of the 250-hour integration total — not additional hours on top of it.
Timeline callout: The exact schedule will be confirmed after discovery and depends on system access, stakeholder availability, data quality, NetSuite prerequisites, and timely client decisions.
Each of these items can be evaluated as a fast-follow or future-phase opportunity after the foundational customer visibility layer is established.
SmartBug brings together HubSpot strategy, CRM architecture, integration expertise, healthcare awareness, change management, and customer experience design within one coordinated team. This engagement requires more than connecting systems. It requires translating fragmented customer information into workflows and experiences that ImagineSoftware's teams will trust and use.
Hundreds of HubSpot implementations across complex CRM, marketing, sales, and service rollouts.
Practical experience navigating PHI boundaries, HIPAA-aware delivery, and clinical-adjacent data environments.
In-house integration architects and developers for Salesforce, NetSuite, Outlook, Gong, custom middleware, and beyond.
A large bench of HubSpot-certified consultants, architects, and trainers — not a sub-contracted delivery model.
Adoption-first delivery designed for enterprise teams who can't afford a failed rollout.
Distributed delivery with the ability to support occasional on-site working sessions and executive workshops.
"Skander stands out for his thoroughness and professionalism. He takes the time to fully understand your needs, which makes his recommendations particularly accurate and relevant. His approach is structured, thoughtful and solution-oriented."
"We had the pleasure of working with SmartBug Media on the implementation and training of our team on the HubSpot CRM, and the experience has been outstanding from start to finish — attentive to our needs, highly responsive, with deep knowledge instrumental in designing a system that fits the nuances of our industry."
"Komal has been essential to our onboarding and ongoing enablement in HubSpot, guiding us not only with deep platform knowledge but with thoughtful strategy and practical implementation support. She balances big-picture thinking with tactical execution."
"SmartBug consistently goes beyond execution — bringing strategic thinking, change management expertise, and a deep understanding of how to make HubSpot work for the way our teams actually operate."
SmartBug’s streamlined Phase 1 recommendation provides a practical path to a unified customer view and stronger operational visibility while keeping the total estimated investment below $100,000.
Based on 500 estimated hours at $195 per hour.