Streamlining Operations for TriCare Retirement Living

Case Studies

Streamlining operations for TriCare retirement living

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Streamlining Operations for TriCare Retirement Living :: Engaging.io

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Industry

Healthcare

HubSpot Licensing

Sales Hub Professional, Marketing Hub Professional

About the business

TriCare Retirement Living provides independent and supported living options across Australia, offering beautiful homes within safe, secure, and vibrant communities.

Project Timeline

Approx. 4–5 months

Integrations

eCase to HubSpot

TriCare

TriCare Retirement Living is dedicated to creating fulfilling, independent lifestyles for retirees across Australia. But to continue delivering exceptional resident experiences, they needed to modernise their admissions process—replacing outdated, paper-based systems with a secure, digital-first solution.

The problem

TriCare Retirement Living prided itself on offering safe, secure, and fulfilling communities for retirees—but behind the scenes, their admissions process was stuck in the past. The reliance on a complex paper-based form made onboarding new residents slow, inefficient, and risky, especially when sensitive information was being collected and handled manually.

Problem 1:

Applications required lengthy, paper-based forms that were cumbersome for applicants and staff alike. Often, forms were completed by family members rather than the residents themselves, creating further complexity and room for error.

Problem 2:

Handling personal and medical details through manual processes raised serious concerns around privacy, compliance, and security. Sensitive information had no secure, centralised system for storage or access.

Problem 3:

Staff were burdened by duplicate data entry and the constant chasing of missing documentation. Without automation or digital workflows, admissions took longer than necessary, reducing the team’s capacity to focus on resident care.

Problem 4:

Because admission data was not integrated into their CRM, sales teams lacked proactive insights into bed availability and admissions progress, limiting their ability to engage new residents quickly and effectively.

The solution

Engaging.io partnered with TriCare to replace their paper-based admissions process with a secure, digital-first system powered by HubSpot and a custom eCase integration. We transformed their complex form into a smart, online HubSpot form with built-in logic to handle scenarios where family members completed applications on behalf of residents.

Each submission automatically created a Deal record with the right associations and labels, giving staff instant context at a glance. To safeguard sensitive information, data was stripped from HubSpot and stored securely in an Australian-based data warehouse, accessible only via a purpose-built CRM Card inside HubSpot.

Finally, by integrating HubSpot with eCase, admissions data and bed availability updates flowed seamlessly between platforms—streamlining operations, improving compliance, and empowering sales teams to act proactively while staff enjoyed a faster, more efficient admissions process.

The Strategic Plan

The Implementation

Digitise Admissions

Secure Sensitive Data

Integrate with eCase

Digitise Admissions

Recreate paper-based forms in HubSpot with logic for every applicant scenario
Automate Deal creation and contact associations for efficiency
Ensure staff adoption with a seamless, intuitive user experience

Digitise Admissions

Recreate paper-based forms in HubSpot with logic for every applicant scenario
Automate Deal creation and contact associations for efficiency
Ensure staff adoption with a seamless, intuitive user experience

Secure Sensitive Data

Strip and store sensitive data in a secure AU-based warehouse
Provide controlled access via a HubSpot CRM Card
Ensure compliance and peace of mind around resident privacy

Integrate with eCase

Custom-built integration for resident data syncing
Enable proactive sales with bed availability alerts
Create a unified admissions workflow across platforms

The Implementation

We began with discovery workshops to map TriCare’s admissions process and the nuances of their paper form. Building the HubSpot form required replicating not only the data fields but also the conditional logic to cover every real-world scenario. Once live, submissions flowed directly into HubSpot as Deal records, reducing manual data entry and providing staff with instant visibility.

Sensitive data was handled with care: stripped from HubSpot, stored securely in Australia, and displayed only through a purpose-built CRM Card that ensured both access and compliance. The eCase integration tied everything together, ensuring both platforms remained aligned and that sales staff were notified of new bed availability in real time. Training sessions and adoption support ensured the TriCare team felt confident and empowered from day one.

The impact and results

The shift from a paper-based admission system to HubSpot delivered immediate, measurable improvements. Staff saved hours previously spent on manual processing, duplicate data entry was virtually eliminated, and sensitive data was handled with full compliance. Sales teams gained proactive visibility into bed availability, improving their ability to engage prospective residents quickly and effectively.

For management, HubSpot provided new insights into admissions trends, sales activity, and resident data, supporting smarter decision-making. The project didn’t just solve TriCare’s immediate challenges—it set them up with a modern, scalable admissions framework that protects sensitive information, drives operational efficiency, and strengthens their ability to deliver on their mission: providing safe, fulfilling communities for Australian retirees.