Onboarding that moves itself, from first enquiry to trained clinic.
A US distributor sits between medical clinics and medical-product vendors. Every new clinic passed through a web form, a discovery call, an intake form and three teams — with people copying status between Pipedrive and ClickUp by hand. We turned the client's brief into seven scoped automations and built them inside the live accounts.
The problem
A clinic's journey crossed several systems: a qualify form on the website created a Pipedrive lead, sales ran a discovery call, a ClickUp intake form kicked off onboarding, and onboarding specialists, a software trainer and a pharmacy team each tracked their own steps. Lead labels weren't updated when a call was booked, new deals didn't flag the software accounts that needed creating, and the trainer wasn't told when to start.
The seven jobs
| # | Job | Where | Status |
|---|---|---|---|
| 1 | Scheduler booking → lead label “Discovery Call Booked” | Pipedrive | Live, tested |
| 2 | Follow-up email if no booking within 3 days | Pipedrive (rep's own login) | Designed, handed to the rep |
| 3 | Intake merges with the existing lead instead of orphaning it | Make | Awaiting client decision |
| 4 | Every intake deal lands in the active onboarding stage | Make / Pipedrive | Partly done |
| 5 | ClickUp “Phase 1 Complete” → ordering-portal training flag on the deal | ClickUp + Make | Live, tested |
| 6 | New onboarding deal → software accounts flagged “Account Creation Needed” | Pipedrive | Live, tested |
| 7 | Each flag → high-priority same-day task for the software trainer | Pipedrive | Live, tested |
How we built it
- Read the blueprint, not the docs. We parsed the existing Make scenario JSON to map exactly what it did — and proved, from zero matches for a field key, that some features had never been built.
- Put each job where it belongs. Pipedrive only sends automation email from the automation owner's mailbox, and the API can't send as a user — so the follow-up had to live in the sales rep's own automation, not in Make.
- Guard against bad data. Testing showed the scheduler can attach a booking to an older duplicate contact with no lead. We added a guard condition and flagged the risk.
- Match safely. When the pharmacy tasks' CRM-ID fields were empty, deals were matched by exact name within the onboarding pipeline only, and we confirmed other fields such as billing address were never overwritten.
- Own your changes. Every new automation is separately named for clean ownership and rollback; due dates use the client's time zone; every test record is cleaned up.
Results
What the audit surfaced
- Three ClickUp → Slack alerts had been failing silently because the Slack account was disconnected.
- The intake scenario left the original lead open next to the new deal.
- Existing deals updated by Make weren't moved into the onboarding pipeline.
- A newsletter double opt-in that never fired was traced and fixed with a Pipedrive-native workaround.
Stack
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