From fragmented systems to FDA-compliant customer support: how a medtech spinout scaled with HubSpot
When a US-based medical device spinout set out on its own, the team inherited more than just product lines and customers. They also inherited a patchwork of systems that made one of their most critical functions—customer support—messy and inefficient.
For a company in a highly regulated space, this wasn’t just inconvenient. It risked non-compliance with FDA requirements mandating clear tracking and timely responses to customer inquiries within five days.
The problem: compliance risk in customer support
The small team’s existing HubSpot setup, loosely tied to Shopify, wasn’t built to handle the volume and complexity of regulated customer interactions. Issues piled up:
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No centralized ticketing system meant support emails and calls were lost in the shuffle.
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Duplicate tickets wasted hours and confused workflows.
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A bloated, unsegmented contact database mixed real customers with spam form submissions.
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Without audit-ready tracking, the company was at risk of missing compliance deadlines.
The company knew this wasn’t sustainable. What they needed was a structured, scalable way to handle every support request with speed, consistency, and full traceability.
The solution: implementing HubSpot Help Desk
The company partnered with a HubSpot Certified Trainer and top solution partner to redesign their support operations. Together, they:
- Migrated all communications into HubSpot Help Desk, creating one clear system of record.
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Launched a new Support Pipeline with automated ticket creation and SLA rules to ensure timely responses.
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Added a dedicated HubSpot number to streamline calls and voicemails directly into the ticketing system.
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Introduced Knowledge Base articles, AI-assisted content, Snippets, and Templates to reduce repetitive tasks and empower faster answers.
This shift wasn’t just about tools—it was about building a foundation for long-term scalability and compliance.
The results: compliance, efficiency, and scalability
Within weeks of the migration, the team had a radically improved system:
- Thousands of untracked conversations were now organized into auditable, trackable tickets.
- SLA dashboards provided clear visibility into response times, ensuring FDA compliance.
- Contact data was cleaner, and spam was dramatically reduced.
- The team gained bandwidth to address a summer backlog and begin planning for advanced automation, including chatbots and customer satisfaction surveys.
Why it matters
For regulated industries like medical technology, customer support is more than a service—it’s a compliance requirement. By shifting from a fragmented system to HubSpot’s Help Desk, this medtech spinout turned a liability into a strength.
Instead of chasing emails, their team can now focus on patients and providers, confident that every interaction is logged, tracked, and audit-ready.
Looking ahead
The transformation highlights a larger truth: digital evolution is not a one-time project. For growing teams, especially in regulated industries, ongoing optimization is essential. This company’s journey shows how the right mix of technology, training, and partnership can build not only compliance but also customer trust and operational resilience.
