Case studies / Closer Care
Workflow automation
Live since Oct 2026
Referral follow-up and participant check-ins that never wait on memory
The story
What changed
Closer Care provides support services to participants in Australia. Their referrals lead asked for a set of follow-up emails across the participant journey, from the first referral to agreement reviews and check-ins.
Industry
Care and support services, Australia
Timeline
Jun to Oct 2026
HubSpot
Sales Hub Professional, Marketing Hub Starter
Built with
Workflows, tasks, email templates
Before
Referrals and enquiries came in through website forms, but none of the follow-up steps were automated. No service agreement dates were recorded, a default setting kept dropping contacts into Leads, and the plan didn't let workflows email participants.
After
Every referral, welcome, survey, agreement review and check-in now arrives as a task with the email copy ready, at the right moment, with no plan upgrade.
How it works
What HubSpot does after a referral arrives
The referral form creates the deal and the first tasks. From there, each stage change or date sets off the next step, so the team always has the right email in front of them at the right time.
01 · Trigger
Referral form submitted
Creates the participant deal at Referral Form Received, owned by the referrals lead.
02 · Task
First tasks within a day
Call the participant within 24 hours and send the referral confirmation.
03 · Task
Agreement sent: welcome task
As soon as the deal moves to Service Agreement Sent.
04 · Wait
30 days after the deal is won
A task to send the first-30-days feedback survey.
05 · Task
Six weeks before the agreement expires
A review task, plus an internal email to the team.
06 · Result
Check-ins nobody has to remember
Inactive clients after three months, enquiries with no referral after three days, and did-not-proceed after 60 days.
Plan-aware design
Built for the plan they already pay for
Part of the job was keeping costs where they are. The automations run on the current subscription today and can switch to automatic sending later.
The build
What I built
In the order the work was done.
Sales HubWorkflowsTasksFormsPipelinesStack: HubSpot Sales Hub Professional, workflows, tasks with email templates, deal properties, forms.
01Read every request in the client's emails and shared documents, and checked each one against the portal
02New referral flow: deal at Referral Form Received, owner set, call-within-24-hours task, confirmation task, and a thank-you task when a support coordinator is named
03Welcome task when a deal reaches Service Agreement Sent, and a 30-day survey task after the deal is won
04Service agreement start and expiry date fields, with a review task and internal email six weeks before expiry, and dates set for the 18 current clients
05Inactive client check-in after three months, enquiry follow-up after three days without a referral, and a task 60 days after Did Not Proceed
06The client's own email copy attached to each task as a template, ready to switch to automatic sending after an upgrade
07Pipeline renamed Participant Journey Pipeline with stages in journey order, coordinator details saved to the contact, and the setting that filled Leads turned off
Result
The team sees the next right action for every participant, and nothing waits on someone remembering a date.
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