SmartBug × Undue Medical Debt
Proposal · Service Hub Enterprise

Service Hub Enterprise Implementation Options

A focused implementation plan for launching Service Hub Enterprise, designing the right CRM architecture, and supporting Undue Medical Debt's internal team as they map integrations, workflows, governance, and long-term scalability.

Undue Medical Debt is moving toward a centralized Service Hub environment to support constituent inquiries, story collection, internal collaboration, and future operational growth. SmartBug's role is to provide the HubSpot strategy, architecture, onboarding, governance, and technical advisory needed to help your team launch confidently while your internal InfoSystems team owns the build of the custom Debt Engine integration.

Review recommended scopeCompare commercial options

Service Hub Enterprise launch

Full white-glove onboarding for the constituent services team.

Technical architecture advisory

Solutions architects supporting integration and data decisions.

Governance & permissions strategy

Cross-team guardrails inside a shared HubSpot portal.

Flexible project or retainer

Choose defined scope or an evolving advisory partnership.

Context

What We Heard

A consolidated read of the current environment, priorities, and open questions from our alignment conversations.

01

Undue Medical Debt is moving forward with one HubSpot portal that includes the existing Sales Hub environment and a new Service Hub Enterprise implementation.

02

The Service Hub project is primarily for the constituent services team, which has not historically operated out of a CRM.

03

Current workflows and data are spread across Asana, Outlook, Zoom, SharePoint, Excel sheets, website forms, and the internal Debt Engine.

04

The Debt Engine is the organizational source of truth and contains sensitive / HIPAA-related information.

05

Undue's internal InfoSystems team expects to own the majority of the custom integration build.

06

SmartBug will provide architecture, HubSpot advisory, integration mapping, governance, Service Hub configuration, training, and launch support.

07

A key priority is helping Undue determine what data should live in HubSpot, what should remain in the Debt Engine, and how HubSpot should support the team's workflows securely and efficiently.

Engagement

Recommended Engagement Scope

A focused Service Hub Enterprise implementation with a flexible advisory layer for architecture, planning, integration mapping, and governance.

Scope 01

Service Hub Enterprise Full White-Glove Onboarding

SmartBug will lead the full white-glove implementation of Service Hub Enterprise for Undue's constituent services team.

Delivery process
  1. 1Discovery
  2. 2Solution Design
  3. 3Configuration
  4. 4Training & Launch
  • Discovery workshops
  • Constituent services workflow mapping
  • Ticket pipeline design
  • Intake and inquiry management structure
  • Contact and record architecture
  • Custom properties
  • Service views and queues
  • Routing and assignment logic
  • Internal notifications
  • Workflow automation
  • SLA / response process planning (if applicable)
  • Reporting dashboards
  • User permissions and team access
  • Admin training
  • End-user training
  • Documentation
  • Go-live support
Scope 02

Architecture, Planning & Technical Advisory Bank

A flexible bank of hours for SmartBug strategists, solutions architects, and technical specialists to support the planning and design work required around HubSpot architecture, integrations, data model decisions, and long-term scalability.

Flexible by design

These hours are intentionally flexible and may be used wherever SmartBug's strategic or technical guidance provides the greatest value throughout the engagement.

  • HubSpot architecture planning
  • Smart CRM object strategy
  • Contact, ticket, and custom object recommendations
  • Property and field strategy
  • Data model planning
  • Entity relationship mapping
  • Source-of-truth planning
  • Debt Engine integration mapping
  • API endpoint planning
  • Bi-directional sync strategy
  • Middleware / integration approach advisory
  • Webhook and polling strategy
  • Sandbox testing guidance
  • Sensitive data / PHI strategy
  • HIPAA-related configuration guidance
  • Permission set design
  • Governance model design
  • Admin access strategy
  • Audit / change management considerations
  • Asana migration planning
  • Website form routing strategy
  • Outlook connection strategy
  • Zoom integration planning
  • SharePoint and Excel migration planning
  • Future-state roadmap planning
Scope 03

Migration & Workflow Planning

SmartBug will help Undue assess and plan migration and workflow transition needs from the current toolset into HubSpot.

Scope clarity

This workstream is focused on planning, configuration, mapping, and advisory. Any heavy custom migration development or complex integration build would be estimated separately if required.

  • Asana makeshift CRM assessment
  • Asana-to-HubSpot migration planning
  • Website inquiry form routing plan
  • Excel data import planning
  • SharePoint data review
  • Outlook communication logging strategy
  • Zoom activity capture strategy
  • Data cleanup recommendations
  • Deduplication considerations
  • Field mapping
  • Import validation planning
  • Go-forward workflow recommendations
Scope 04

Project Management

SmartBug will include dedicated project management to keep the engagement organized, on track, and aligned across Undue stakeholders, SmartBug strategists, HubSpot resources, and technical workstreams.

Allocation
20%of total effort

Project management is calculated as 20% of the total implementation and advisory effort to ensure the project has the structure, governance, and communication required for a successful launch.

  • Project kickoff
  • Timeline management
  • Meeting cadence
  • Agenda management
  • Action item tracking
  • Risk and dependency management
  • Status reporting
  • Documentation coordination
  • Stakeholder communication
  • Internal SmartBug resource coordination
  • Go-live readiness tracking
Commercial Options

Two Ways to Structure the Engagement

Undue Medical Debt can move forward through a defined project structure or a flexible strategic retainer depending on how much scope certainty and flexibility the team wants at the start.

Option A

Fixed Project Engagement

Best for a defined implementation path

A fixed project structure is ideal if Undue wants a clear implementation scope, defined workstreams, estimated timeline, and structured delivery plan.

Includes
  • Service Hub Enterprise Full White-Glove Onboarding
  • Architecture, planning, and integration mapping bank of hours
  • Migration and workflow planning
  • Governance and permissions strategy
  • Training and go-live support
  • 20% project management allocation
Benefits
  • · Clear implementation structure
  • · Easier budget approval
  • · Defined scope and timeline
  • · Formal project plan
  • · Best fit if priorities are mostly known before kickoff
Considerations
  • · Scope changes may require reallocation or a change order
  • · Less flexible if new priorities emerge during discovery
  • · Best when the team wants a defined implementation package
View Fixed Project Scope
Flexible
Option B

Strategic Retainer Engagement

Best for evolving requirements and advisory support

A retainer structure is ideal if Undue expects requirements to evolve during discovery and wants ongoing access to SmartBug strategists, technical architects, and HubSpot experts throughout implementation.

Includes
  • Monthly allocation of SmartBug hours
  • Service Hub configuration support
  • Architecture workshops
  • Integration mapping
  • Governance planning
  • Technical advisory
  • Migration planning
  • Workflow optimization
  • Testing support
  • Training support
  • Go-live and post-launch support
  • Project management included as part of monthly delivery
Benefits
  • · Maximum flexibility
  • · Priorities can shift month to month
  • · Better fit for "we don't know what we don't know"
  • · Easier to support evolving technical decisions
  • · Continues after launch for optimization and roadmap support
  • · Reduces friction around small scope changes
Considerations
  • · Final deliverables governed by available monthly hours
  • · Requires active prioritization
  • · Best when Undue wants SmartBug as an ongoing strategic partner rather than a one-time implementation vendor
View Retainer Option
Comparison

Project vs. Retainer

Dimension
Fixed Project
Strategic Retainer
Budget predictability
High budget predictability
Predictable monthly investment
Scope flexibility
Moderate flexibility
Highest flexibility
Service Hub Enterprise onboarding
Included
Included as prioritized
Architecture advisory
Included through defined bank
Included
Integration mapping
Included through defined bank
Included
Governance planning
Included
Included
Migration planning
Included
Included
Technical workshops
Included
Included
Project management
20% PM allocation
Included in monthly allocation
Change management
Included
Included
Go-live support
Included
Included as prioritized
Post-launch optimization
Optional after launch
Included
Best fit
Best when Undue wants a defined scope and structured implementation plan
Best when Undue wants ongoing advisory and flexibility as requirements evolve
Our Recommendation

SmartBug Recommendation

A strategic implementation partnership

Based on the technical alignment conversation, SmartBug recommends either:

Option A

Fixed Project + Advisory Bank

A structured Service Hub Enterprise launch with a dedicated pool of architecture and technical advisory hours.

Option B

Strategic Retainer

Maximum flexibility while the team continues to define workflows, integration requirements, governance needs, and future-state architecture.

Given the number of important architecture decisions still ahead — including Debt Engine data mapping, sensitive data strategy, shared CRM permissions, Asana migration planning, and long-term governance — SmartBug recommends preserving a meaningful flexible advisory layer in either model.

This is not a basic HubSpot onboarding. It is a strategic implementation partnership.

Risk & Mitigation

Key Risks We'll Help Mitigate

The most important architecture and change-management risks in a shared HubSpot portal, and how SmartBug helps address each.

Shared CRM Governance

Risk

Service Hub and Sales Hub will live in the same HubSpot portal, which means teams share the underlying Smart CRM layer.

Mitigation

SmartBug will help define permission sets, team access, property visibility, admin rights, and governance rules so the right teams see and manage the right information.

Sensitive Data / PHI Strategy

Risk

Debt Engine data may include sensitive or HIPAA-related information that should not be broadly exposed or configured in a way that limits future reporting and workflow needs.

Mitigation

SmartBug will help Undue determine which data should live in HubSpot, which should remain in the Debt Engine, and how sensitive fields should be structured.

Integration Scope Clarity

Risk

The Debt Engine is custom and not available through an out-of-the-box HubSpot integration.

Mitigation

SmartBug will advise on object mapping, sync directionality, API planning, source-of-truth decisions, webhook / polling options, testing approach, and integration behavior while Undue's internal team owns the build.

Workflow Complexity

Risk

Current processes are spread across Asana, Outlook, Zoom, SharePoint, Excel, and internal systems.

Mitigation

SmartBug will map existing workflows, identify what should move into HubSpot, recommend simplified future-state processes, and support phased adoption.

Change Management

Risk

The constituent services team is new to CRM and will need support adopting new workflows.

Mitigation

SmartBug will provide training, documentation, launch support, and guidance for internal champions and administrators.

Timeline

Illustrative Timeline

A working sequence for the engagement. Final timeline will be refined during kickoff based on scope selection, data readiness, stakeholder availability, and integration complexity.

  1. Phase 1

    Kickoff & Discovery

    Weeks 1–2
    • Stakeholder alignment
    • Workflow discovery
    • Existing system review
    • Data and integration requirements
    • Governance and permission discovery
  2. Phase 2

    Solution Design

    Weeks 2–4
    • Service Hub architecture
    • Ticket pipeline design
    • Data model recommendations
    • Debt Engine mapping strategy
    • Migration planning
    • Reporting and automation design
  3. Phase 3

    Configuration & Advisory

    Weeks 4–8
    • Service Hub configuration
    • Workflow build
    • Views, queues, routing, and reporting
    • Permissions and governance setup
    • Technical advisory sessions
    • Integration planning reviews
  4. Phase 4

    Training, Testing & Launch

    Weeks 8–10+
    • Admin training
    • End-user training
    • UAT support
    • Go-live readiness
    • Launch support
    • Post-launch recommendations
Why SmartBug

Why SmartBug

HubSpot Elite Solutions Partner

North American HubSpot Partner of the Year

300+ team members across North America

35+ HubSpot strategists

50+ developers and integration specialists

21+ HubSpot Certified Trainers

Deep experience with enterprise HubSpot implementations

Experience with sensitive data, governance, permissions, and complex CRM architecture

Proven ability to work alongside internal technical teams

SmartBug is not just an onboarding vendor. We help organizations make the right architecture decisions, avoid preventable technical debt, and build HubSpot environments that can scale beyond the first launch.

Long-term advisory model available beyond launch.

Next Step

Align on the model, then finalize the plan.

The recommended next step is to align on the preferred commercial model — fixed project or strategic retainer — and then finalize the Service Hub Enterprise implementation scope, advisory hours, project management allocation, and launch timeline.

Review Fixed Project Option Review Retainer Option Schedule Scope Alignment