Achieved optimum revenue visibility by optimizing their HubSpot instance

The biotechnology and diagnostics sector is undergoing rapid transformation, fueled by advances in data integration, automation, and personalized medicine.

For companies like Galaxy Diagnostics, which specializes in detecting low-abundance flea and tick-borne infections, staying ahead of the curve requires more than scientific innovation. It also demands operational excellence and streamlined commercial workflows, which can be achieved with the support of experienced marketing operations consultants.

In this highly specialized space, even minor inefficiencies in the customer journey or sales pipeline can lead to lost opportunities, delayed diagnoses, and reduced provider trust. Manual processes, fragmented data, and inconsistent follow-ups can limit growth and weaken the impact of critical diagnostic solutions. That’s where a trusted HubSpot consultant can help bridge the gap between technology and process efficiency.

To address these challenges, Galaxy Diagnostics partnered with RevX, a certified HubSpot partner, to conduct a comprehensive HubSpot audit and infrastructure overhaul. 

Galaxy Diagnostics is focused on advanced testing solutions for detecting elusive and hard-to-diagnose infections.

As their provider network grew, they encountered critical challenges in tracking their sales pipeline, customer engagement, and operational visibility.

Before working with RevX, Galaxy Diagnostics faced several critical operational and revenue bottlenecks in their marketing and sales processes:

• Broken customer journey and data loss risks
  The hand-off between marketing, sales, and operations was inconsistent, risking the loss of provider or patient information. This fragmentation made it difficult to follow up or progress deals.
• High bleed rate in the sales funnel (40%)
  Although providers frequently ordered testing kits or supplies, payment only occurred once a specimen was returned to the lab. Without a robust tracking system, many leads failed to convert due to a lack of timely follow-up and insight into the order journey.
• Reactive sales approach
  The sales team operated without structured workflows, reminders, or consistent pipeline stages. Important touchpoints were missed, leading to stalled deals and lost revenue opportunities.
• Lack of provider qualification process
  There was no structured mechanism to evaluate whether a provider was likely to place repeat orders, making forecasting and resource allocation difficult.
• Low engagement with HubSpot
  Due to poor initial setup and a lack of confidence in the system, the team saw HubSpot as an administrative burden rather than a value-generating tool.

RevX took a comprehensive, hands-on approach to revamp Galaxy Diagnostics' HubSpot environment, beginning with foundational infrastructure and scaling up to strategic automation and reporting.

• HubSpot infrastructure overhaul
  RevX tailored the HubSpot portal to Galaxy’s specific needs by customizing contact and company properties, building a structured provider qualification workflow, and integrating essential automations and task triggers.
• Customer journey mapping & lifecycle stages
  Collaborating with the Galaxy team, RevX visualized the existing and ideal customer journey using Miro. This exercise helped define clear lifecycle stages such as "Qualified," "Account Registration Completed," and "Pitch Meeting Completed." These new stages were implemented in HubSpot along with associated automations and tasks.
• Sales pipeline implementation
  A new deal pipeline with clearly defined stages replaced the disorganized legacy setup. Automations were introduced to track deal progress and trigger timely follow-ups, ensuring no order or opportunity was left behind.
• User journey refinement and form optimization
  Galaxy's website forms were updated both functionally and visually. RevX implemented branded fonts and colors, cleaned up custom properties, and ensured the forms captured all required order data. These forms now trigger internal automations and notifications.
• Revenue tracking setup
  Previously, Galaxy lacked visibility into how much revenue was being generated per order or provider. RevX used calculated properties and third-party data imports to show actual and potential revenue directly in HubSpot.
• Custom dashboards and reports
  RevX collaborated with Galaxy to build dashboards that track orders, sales performance, provider activity, and revenue. A dedicated C-suite dashboard was also developed to centralize high-level metrics.
• Documentation and training
  To ensure long-term success, RevX provided Galaxy’s team with on-demand documentation and training videos, empowering them to navigate and maintain their new HubSpot setup independently.

The engagement with RevX brought about a measurable and transformational change in how Galaxy Diagnostics managed and tracked its provider relationships and sales funnel:

• Clear lifecycle stages and customer journey insights
  The new lifecycle stages allow the team to easily identify where a provider stands, enabling more effective follow-up strategies and nurture campaigns.
• Structured provider qualification
  Instead of scattered notes, Galaxy now has a centralized view of provider qualification data directly within contact and company records.
• Automated task assignment and notifications
  Team members now receive timely tasks and email alerts, helping them respond quickly to new orders and inquiries.
• Robust sales pipeline
  A single, automated pipeline tracks deal progress from order to fulfillment, reducing the chance of leads falling through the cracks.
• Branded, functional forms
  Refined website forms ensure all necessary order information is captured accurately and routed to the right team members via automation.
• Revenue visibility and reporting
  The Galaxy team can now view each order’s value and compare it with actual revenue received—something they couldn’t do before, even with their legacy system.
• Strategic dashboards for all levels
  The new dashboards support both day-to-day operations and high-level executive decision-making.
  
  

Galaxy Diagnostics approached RevX seeking clarity and control over their customer journey, sales pipeline, and revenue visibility. They left with a fully optimized HubSpot portal that supports proactive selling, reliable data capture, and long-term scalability. The collaborative approach not only solved immediate challenges but also empowered Galaxy’s team to confidently use HubSpot as a strategic growth platform.