About the client

The Regenerative Medicine Institute of Canada (RMIC) is a network of Canadian clinics specializing in non-surgical, regenerative care for patients with joint pain, injuries, and degenerative conditions. Their flagship offering, Regenerative Matrix Therapy™, is a minimally invasive procedure that uses a patient’s own purified adipose tissue to help reduce pain and restore function at the source.

When RMIC approached us, they weren’t yet “dealing with too much traffic.” They were preparing to launch this new treatment and wanted to make sure that, once they opened the doors, they wouldn’t drown in unstructured inquiries or waste clinician time on the wrong conversations.

In other words, we didn’t come in to clean up a mess. We came in to help them avoid one.

The problem

Pre-launch, RMIC could already see the shape of the challenge:

• A broad, mixed audience would find them online once they started marketing: some people in acute pain and highly motivated, others early in their research.
• Prospects would reach out through multiple channels: web form, phone, WhatsApp.
• The treatment itself is high-value (a ticket in the thousands, not hundreds), so every serious inquiry could matter a lot.

They wanted three things in place before turning on the tap:

1. Early triage of intent and fit.
2. Once traffic arrived, they needed a way to separate “we should talk to this person today” from “this person needs more education first,” without guessing or relying on memory.
3. A sane way to handle intake and systems.
4. They planned to run everything through HubSpot. Getting information from forms, calls, and messages into the CRM by hand was not an option if they wanted to scale.
5. Visibility into the funnel from day one.
6. Rather than waiting six months to discover where people were dropping off, they wanted to see—right after launch—who started the intake, who completed it, where they stalled, and how quickly follow-up was happening.

The risk was straightforward: launch a differentiated treatment, create demand, and then lose a meaningful share of that demand in the messy middle between “I’m curious” and “I’m ready to be treated.”

The solution

We designed the patient journey with the assumption that traffic would come—and that when it did, it needed somewhere intelligent to land.

The flow ended up in three layers: a single digital front door, early triage, and structured hand-off.

1. One digital front door for all inquiries

Everything starts on the site.

We helped RMIC structure a web-based intake that does more than just “collect leads.” It asks the right questions about the patient’s situation: where it hurts, how long it’s been going on, what has been tried before, and what they’re hoping to avoid (for many, that’s surgery).

From the moment someone begins that process, an AI-powered agent is “on duty” behind the scenes. It can continue the interaction over: web text, phone call, or WhatsApp, depending on what the patient prefers.

Crucially, the agent tracks how far each person gets:

• If they start but don’t finish, it doesn’t treat that as a dead end. They can leave and come back later, picking up where they left off. And if they still don’t finish, the system waits two hours and then automatically pushes whatever information was collected into HubSpot so the RMIC team can decide whether to reach out manually.
• If they complete the intake, the full record is pushed to HubSpot immediately, ready for fast follow-up — whether that’s a phone call, text, or WhatsApp message at the moment intent is highest.

This means that when RMIC finally opened the funnel, every interaction had a default next step baked in.

2. Early, honest triage: fit vs education

From the beginning, we agreed not to pretend every inquiry is equal.

The agent uses intake answers to assign each person a simple 1-to-3 score reflecting both interest and clinical fit:

• 3 – Highly interested and likely a good candidate.
• 2 – Interested but needs clarification or more context.
• 1 – Low intent or poor fit for what RMIC actually does.

That score drives a clean split into two paths:

• Fit-for-treatment path:
• Higher-score leads are routed to fast, higher-touch follow-up—a timely call and a focused conversation about options.
• Educational path:
• Others are guided into a more gradual, informational journey that uses RMIC’s own knowledge base: explanations of Regenerative Matrix Therapy™, conditions it addresses, and evidence summaries.

The goal is not to gatekeep; it’s to make sure people get what they actually need: direct action if they’re ready, clarity and education if they’re not.

3. Turning conversations into structured data

Finally, we made sure that nothing lived only in someone’s inbox or memory.

The agent’s job here is simple but important:

• Answer common questions using RMIC’s vetted content.
• Ask the follow-up questions needed to complete the intake.
• Push everything—answers, score, status of the intake—through Zapier into HubSpot, mapped into fields the team actually uses.

By the time a human looks at a record, they see:

• Core clinical details,
• A 1-to-3 score,
• Whether the intake was started, completed, or required reminders,
• And how the patient prefers to communicate.

From day one of launch, every inquiry enters the system the same way.

What happened after launch

Once RMIC began promoting the treatment and traffic started to flow, this groundwork paid off.

On a typical day, they might see around ten new inquiries (and about five on a lighter day). Instead of reacting ad-hoc, the clinics could:

• Let the system automatically salvage partial intakes with timed text follow-ups.
• Call completed intakes quickly, at the moment of peak intent.
• Focus their team on high-score leads, while letting lower-score patients move through an educational path that still added value.

Why this matters

For a clinic like RMIC, the important thing isn’t just that more people hear about their treatment. It’s that the right people end up in the right conversations.

By designing the funnel before launch, they avoided a familiar pattern: turn on marketing, create demand, then scramble to catch up.

Instead, they launched with:

• A single, sane way for patients to enter the system,
• A clear distinction between “fit now” and “needs education,”
• And a workflow that turns every interaction into usable data rather than more manual work.

That leaves the clinicians free to do the part that can’t be automated: listen, decide, and treat—while the system quietly makes sure that no serious inquiry falls through the cracks between “I’m curious” and “I’m ready to move forward.”