How Torigen built a HubSpot customer portal to transform the medical submission process

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The Problem

Torigen’s process begins with veterinary clinics submitting animal tumor samples for analysis. Historically, this relied on paper forms, requiring the Torigen team to manually input information from clinics into HubSpot, where they store all clinic, patient, and case information.

As the company expanded in 2024 to offer specialty pathology services, the inefficiencies of this process became clear: manual submissions couldn’t accommodate the complexity of new data requirements around tumor types and clinic workflows.

CEO Ashley Kalinauskas wanted a solution to automate the submission process, ensuring a smooth data transfer from customer forms to HubSpot tickets to the laboratory software used to process tumor samples. But initial attempts to use HubSpot’s native portal feature proved disappointing.

“HubSpot does have a customer portal, but it looks terrible,” recalled Ashley. “I was so frustrated using it and I knew it wasn’t the solution that we needed for our customers.”

The Solution

Ashley’s search for HubSpot portal alternatives led her to Softr, where she partnered with Softr expert Elizabeth Geri of Wit & Whittle to build a customer portal that would transform Torigen’s submission process.

Key features include:

• ‍Online submission forms with conditional logic: These forms adapt to input variables like tumor type and animal breed, guiding veterinarians through the process while reducing errors. Hidden fields auto-populate patient data for bulk submissions. ‍
• Ticket management system: Each submitted tumor sample is stored and tracked as a HubSpot ticket, ensuring seamless organization and visibility for the Torigen team.‍
• Real-time submission status tracking: On the customer side, clinics can filter, search, and view case details in the portal, as well as download reports when they’re available. ‍
• Resource hub: A dedicated section provides information about Torigen’s services and processes.
  

The portal leverages Softr’s advanced Conditional Forms to create a tailored experience depending on the tumor sample. For example, veterinarians receive specific next steps based on the type of animal and the tumor they’ve entered, with clear messaging throughout. Once a submission is complete, the portal generates a printing slip to accompany the sample to the lab.

Midway through development, the need to change how data was formatted in HubSpot arose to accommodate how information transferred to Novopath, the lab management software. The no-code approach made adjustments seamless.

“If we had been using a traditional coded system, that would have been nightmarish. Instead, we ended up fixing that over a weekend,” said Elizabeth.

The Impact

The customer portal has revolutionized Torigen’s operations, with 250+ veterinary clinics already using it and 600+ tumor samples processed monthly.

“Our submission process used to be on paper—now clinics can use the portal and submit in a few clicks. It saves 3-4 hours of one employee’s time daily, which is huge,” Ashley explained. “It’s also a great touchpoint that we can promote to clinics, and it’s been so well received.”

Looking ahead, Ashley and Elizabeth plan to expand the portal’s capabilities by adding invoicing (which is now handled solely in HubSpot) and a community forum for veterinarians to share knowledge about tumors and treatments.

“We’re not coders or developers, but Softr is so easy to use and learn — it lets us run with our ideas,” said Ashley.

Torigen’s success demonstrates how no-code platforms like Softr can empower businesses to build custom solutions without traditional development costs or timelines, and continue to build what they need as their business evolves.