Capability · Brand Capture + Lead Enrichment
Brand Alignment & Lead Enrichment
Two layers running in concert — a clinic-level brand profile captured once at onboarding, and per-lead enrichment on every record.
Everything the Growth Hub says in the practice's name is grounded in a source of truth captured once, at onboarding, and consumed everywhere afterwards. On top of that, every new enquiry is enriched with validated contact data before reception ever touches the record.
Two capability layers
Clinic Brand Profile
Captured once. Consumed everywhere.
At onboarding, a curated stack of API calls captures the practice's identity and loads it into the system. Every message, follow-up, and voice interaction is then personalised from that source of truth.
- Brand voice — tone, diction, rules on what to say and avoid
- Brand board — logos, palette, typography, hero imagery
- Practice values — what the clinic stands for; shapes every message
- Service mix — treatments offered, differentiators, specialties
- Review signal — Google rating, review count, quotable highlights
- Local context — area, landmarks, NHS/private mix, accessibility
Per-Lead Enrichment
Every new record, pre-cleaned.
The moment a form is submitted or a call lands, enrichment fires — validated contact detail, attributed source, pre-populated context — all before reception ever opens the record.
- Phone validation — format check, line-type (mobile or landline)
- Email verification — deliverability check, disposable-domain flag
- Source attribution — UTM, referrer, landing page, campaign
- Reverse-person lookup — public social/professional signal where available
- Review-platform pull — flag returning patients who've left a prior review
- Address normalisation — standardised format, geocoded
Where it shows up
The brand profile layer runs underneath everything the patient sees:
- Every email template (
qual-t10 new patient welcome, qual-t11 returning welcome, qual-t12 practice notification) renders with {{custom_values.sys_brand_name}}, {{custom_values.qual_coordinator_name}}, {{custom_values.qual_specialty_focus}} and other brand tokens at send time.
- Every WF02 SMS (Day 2 temperature email, Day 4 safety-net) pulls the same tokens.
- The Conversation AI bot's prompt is built against the brand voice spec so every reply sounds like the clinic, not a generic assistant.
- Every callback task description fed to reception carries the clinic context so reception opens the task and instantly understands the framing.
The enrichment layer runs at the front of the record journey:
- Reception sees a validated phone line-type before dialling — no time lost on disconnected numbers.
- Email deliverability is checked before the welcome email attempts to send — no bounces, no sender-reputation damage.
- Attribution lands on the record automatically — the practice knows which campaign produced every consultation.
Why both layers matter
The brand profile keeps every message feeling like the practice — never an automation platform. The lead enrichment keeps reception's judgement grounded — they spend zero time checking whether a phone number is real, zero time hunting down where a lead came from. Both reduce friction from different angles — and together they turn a generic CRM into something the practice's own team recognises.