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Wide Awake

“Scout quietly takes care of the busywork so I can be fully present with my clients.” – Kubby, Founder at Wide Awake

The Challenge: Manual Processes Holding Back Growth

As new clients signed up each week, three bottlenecks emerged:

  1. Manual CRM Onboarding.Every scheduling request generated an email that required Kubby to manually create a HubSpot contact, assign a user ID, and tag the appropriate coaching program. Missing or delayed entries led to mismatched session notes and occasional miscommunications.
  2. Threaded Communication Overload.After creating the HubSpot record, Kubby had to individually message each client-via email or SMS - to confirm session details or answer basic questions (“What’s your availability next week?”, “How do I reschedule?”). Managing these back-and-forths at scale consumed hours daily.
  3. Delayed Client Follow-Up.Clients emailing after business hours often waited until the next morning for replies. This lag reduced engagement momentum and gave a less polished impression of support.

Hiring a full-time assistant felt premature. Wide Awake needed a nimble solution to automate CRM entries and routing, while still preserving personal responses for complex or sensitive questions.

Partnering with Scout

Kubby turned to Scout for a tailored automation workflow. In under a week, Scout was configured to handle:

  • Scheduling Submissions → HubSpot Contact
    • When a client fills out the session request form on Wide Awake’s site, Scout parses the submission, creates or updates the corresponding contact in HubSpot. No more manual data entry or risk of duplicate records.
  • Posting to a Dedicated Slack Channel
    • Immediately after creating the HubSpot profile, Scout posts a summary-client name, requested date/time, program type-into Wide Awake’s “#new-sessions” Slack channel. That message starts a thread specifically for that client.
  • Slack Thread → Twilio SMS
    • From Slack, Kubby or an associate coach can reply directly below the client’s thread. Once posted, Scout picks up the thread reply and sends it via Twilio SMS (or email, if preferred) to the client’s phone number on file. Clients receive a personal message “Hi Jamie, your session is confirmed for Tuesday, June 10 at 3 PM ET. See you then!” without Kubby toggling between apps.
  • Auto-Response for Common Questions
    • Scout’s AI knowledge base includes answers to frequently asked questions, rescheduling policies, program outlines, payment options, and more. When a client texts or emails something like “How do I reschedule my session?” Scout immediately responds with a templated-but personalized message, freeing Kubby from answering identical questions throughout the day.

When Scout encounters anything outside the predefined knowledge base, for example, “Can I switch from the 6-week program to the 12-week program?” it flags the thread in Slack with an “action required” tag. Kubby sees the notification, jumps into the thread, and crafts a custom reply, which Scout then delivers via Twilio.

Transforming the Coaching Practice with Scout

  • 100% Automated CRM Onboarding
    • Before Scout, Kubby spent up to two hours a day manually creating HubSpot records and tagging sessions. Now, every scheduling submission instantly becomes a HubSpot contact with no human intervention. Data accuracy improved, and there have been zero duplicate or missed records since implementation.
  • Instant Client Confirmations via Slack + Twilio
    • Since launching this workflow, Wide Awake has sent over 200 session confirmations through the Slack→Twilio pipeline. Clients appreciate the near-instant acknowledgment, and no-shows have dropped by 25%.
  • Over 8 Hours Saved Each Week
    • Kubby estimates Scout’s automation of CRM tasks and Twilio routing has reclaimed at least 8 hours weekly; time now invested in coaching prep, content creation, and new program development.
  • 24/7 Auto-Response Capabilities
    • Scout answers roughly 60% of routine questions, anything from “How do I pay online?” to “What’s included in the group workshop?” immediately upon receipt. Clients receive prompt, accurate answers, and Kubby only intervenes when a question falls outside the knowledge base. Response times for standard inquiries have dropped from an average of 4 hours to under 2 minutes.
  • Consistent, Professional Communication
    • Because Scout draws from a single source of truth, HubSpot notes, and the vetted FAQ knowledge base clients always receive the most up-to-date program details
  • Scalable Growth Without Extra Headcount
    • As Wide Awake’s book of clients expands, Scout absorbs the incremental admin load automatically. In one month, sign-ups increased by 25%, but Kubby’s weekly administrative hours remained flat—eliminating any immediate need to hire a dedicated operations assistant.

Scout gave Wide Awake a seamless, behind-the-scenes workflow: instant HubSpot onboarding, Slack-powered confirmations, Twilio delivery, and AI-driven auto-responses. Clients enjoy fast, reliable communication, and Kubby can focus on delivering life-changing coaching knowing that Scout’s automation keeps the practice running smoothly.