PAC Scales Patient & Marketing Operations with CopperHill

Industry: Healthcare / Life Sciences
Sub-Industry: Provider / MedSpa
Products Purchased: Salesforce Health Cloud, Salesforce Marketing Cloud, Form Assembly

A Private Aesthetics Collective (PAC) is dedicated to building a sustainable platform that delivers consistent, measurable growth, enabling aesthetics and surgery practices to reach new heights while preserving their unique identities.

Project Goals:

PAC partnered with CopperHill to achieve two major goals: unify their systems and formalize their processes.

The first challenge faced by PAC was the lack of a unified system. This was brought about by the use of inconsistent technology systems across PAC’s five brands. Various teams across the different practices relied on a Practice Management System (PMS), Electronic Health Record (EHR), and limited CRM usage. A few teams also worked on tools such as Gorgias or Google Sheets.

The second challenge PAC faced was a disconnect between their lead tracking, patient management, and billing processes. This resulted in manual data entry and swivel-chair activities between systems, leading to unintended errors and ultimately inefficient processes.

Patient Journey Tracking

Health Cloud

Lead Conversion: Automatically convert leads to accounts and opportunities at consultation check-in.

Treatment Tracking: Opportunities follow patients from consultation through financial review, scheduling, and treatment, encompassing the full patient journey.

Financial Insights: Calculations for revenue, expected payments, and credits are fully automated.

Segmentation & Lead Journeys

Marketing Cloud

Multi-brand Marketing Cloud Setup: Built seven business units to support PAC’s brands, implementing Salesforce as their single source of truth.

Audience Segmentation: Created segmented lists with custom consent management for compliant, personalized outreach.

Automated Lead Journeys: Launched four journeys to convert leads, prepare patients, and reduce manual service team tasks.

Scalable Foundation: Marketing infrastructure designed to easily replicate across PAC’s growing brand portfolio.

Reporting & Analytics

Native Salesforce

Accounting Reporting: With Salesforce’s native reports and dashboards, the accounting team can generate real-time insights on revenue, payments, and balances.

Data Accuracy: Direct integration ensures reports are always up-to-date, reducing manual entry and reconciliation errors.

Client Outcomes & Impact

PAC realized significant operational improvements through their work with CopperHill. By centralizing their CRM and standardizing processes across brands, the PAC team eliminated manual data entry and the need to toggle between multiple systems. The unified platform not only ensured consistent patient and revenue data, but it replaced Excel-based reporting with real-time dashboards that delivered modern business insights and greater transparency.

Most importantly, this phase laid the foundation for long-term scalability, creating a repeatable model that can be rolled out across all PAC brands and integrated with future EHR and payment processing solutions.

Future Phases

The PAC implementation represents a major milestone in the organization’s digital transformation. With a unified CRM and marketing system, automated lead and payment tracking, and enhanced data analytics, the company is now well-positioned to scale across its various brands and locations.

Looking ahead, a potential Phase 2 will focus on integrating NextTech EHR with Salesforce Health Cloud to streamline patient record management and unify payment solutions. Additional enhancements, including SMS communications, AppExchange workflow tools, and advanced analytics with platforms such as Tableau or CRM Analytics. These enhancements will further strengthen PAC’s operational efficiency and patient engagement strategy.

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