New to the underlying features?
Every playbook below references specific SmartLite modules — Lead Conversion, the Metadata Engine, Workflow Automation, and more. Start with the Lead-to-Cash Trail or the Use-Case Catalog first if any of those are unfamiliar.01
💊 Retail Pharmacy Chain
One patient record that follows the customer to any store location▾
The Business Scenario
"A customer calls asking to transfer 30 days of maintenance meds to our downtown location. Today that means three unlinked store systems and twenty minutes on hold. We need one customer record, not three." — Regional Pharmacy Operations Manager
The End-to-End Flow in SmartLite
Capture the patientA refill-reminder sign-up form (Web-to-Lead) or a front-desk entry creates a Lead the moment someone becomes a customer.
Convert once, use everywhereLead Conversion creates a Patient Contact, linking to the existing prescriber Account ("Dr. Chen — Riverside Family Practice") instead of a duplicate.
Track the prescriptionA custom "Prescription" object (built in the Metadata Engine, no developer needed) records drug, dosage, refill date, and prescribing physician against that Patient.
Automate the reminderWorkflow Automation fires 5 days before a refill is due — a Notification to staff plus an Email Alert to the patient.
Protect clinical notesField-level encryption keeps the Prescription object's diagnosis notes unreadable at rest, visible only through the Pharmacist Profile.
Run the daily pull listA saved Report — "Refills Due This Week by Location" — is what every store manager opens each morning.
Business Outcome
- One patient record follows the customer across every store — nobody re-asks "have you been here before?"
- Refill reminders go out automatically, lifting adherence without a single manual phone call
- Clinical notes stay encrypted and restricted to the Pharmacist Profile only
02
⚖️ Boutique Law Firm
Catch a conflict of interest before intake, not after▾
The Business Scenario
"We turn away good referrals because nobody remembers whether we already represent the opposing party. And billable hours live in someone's notebook until the end of the month." — Managing Partner
The End-to-End Flow in SmartLite
Capture the referralAn inquiry from a referring attorney, bar association, or the firm's website becomes a Lead immediately.
Check for conflicts firstBefore converting, a List View filtered by prospective client and opposing party name surfaces any existing relationship.
Open the matterLead Conversion creates the Client Account and Contact; a custom "Matter" object (Metadata Engine) tracks Practice Area, Opposing Party, and Retainer Amount.
Forecast the engagementAn Opportunity linked to the Matter represents retainer + estimated fee value — real pipeline, not a filing-cabinet guess.
Gate fee exceptionsAn Approval Process routes any discount or contingency arrangement over a threshold to the Managing Partner before the engagement letter goes out.
Keep a compliance trailThe built-in Case object tracks each client request against the Matter, while the Audit Log captures every status change immutably.
Business Outcome
- Conflict checks happen before intake, not after a bad surprise
- Every matter's revenue is forecastable pipeline, not a guess
- An immutable audit trail of every matter status change, ready for a bar compliance review
03
🏥 Multi-Specialty Clinic
Turn a physician referral into a scheduled visit automatically▾
The Business Scenario
"A referring physician sends over a patient for a cardiology consult. If that referral gets lost between the fax machine and the scheduling desk, the patient — and the referring doctor's trust — is gone." — Referral Coordinator
The End-to-End Flow in SmartLite
Capture the referral instantlyA Web-to-Lead form on the referral portal — or an inbound Webhook from the referring clinic's system — creates a Lead the moment it arrives.
Convert into a care episodeLead Conversion creates the Patient Contact and referring-practice Account, plus an Opportunity representing the Consult pipeline (Scheduled → Seen → Billed).
Assign and scheduleA custom "Appointment" object links to the Patient and the assigned Specialist as owner.
Keep departments siloedSharing Rules ensure Cardiology never sees Oncology's patient list, and vice versa — least-privilege by default.
Automate the remindersWorkflow Automation notifies the front desk on booking and emails the patient a reminder 48 hours out.
Verify coverage before confirmingAn Approval Process routes procedures above a cost threshold to the insurance-verification team before the appointment is confirmed.
Business Outcome
- Referrals convert into scheduled visits automatically — nothing waits in a fax tray
- Departments see only their own patients by default
- Insurance sign-off happens before the appointment is confirmed, not after the visit
04
🎓 School & University Admissions
Answer every inquiry before a family enrolls somewhere else▾
The Business Scenario
"We get 3,000 inquiries a year for 400 seats. Right now every inquiry is a sticky note, and half our prospective families never hear back before they enroll somewhere else." — Director of Admissions
The End-to-End Flow in SmartLite
Capture the inquiryAn "Info Request" website form (Web-to-Lead) creates a Lead instantly, tagged with its source campaign — open house, fair, or paid ad.
Nurture automaticallyMarketing Studio sends a merge-field email sequence ("Hi {{firstName}}, here's what makes our program different...") triggered by the campaign source.
Convert on full applicationLead Conversion creates the Student Contact and Family/Guardian Account, with an Opportunity tracking Application → Enrolled.
Track required documentsA custom "Application" object flags transcripts and recommendation letters; a "Missing Documents" List View is what admissions clears every morning.
Gate financial aidAn Approval Process routes aid award requests through the Financial Aid Committee before an acceptance letter goes out.
Prove what's workingA Report — "Enrolled vs. Applied by Source Campaign" — shows which recruiting channels actually convert.
Business Outcome
- No inquiry goes unanswered — nurture emails start the moment a family shows interest
- Admissions always knows exactly which applications are missing a document
- Marketing spend gets justified with real enrolled-student attribution, not guesswork
05
🏠 Real Estate Brokerage
One property record, cleanly linked to every deal it's ever been part of▾
The Business Scenario
"An agent lists a property, another agent brings a buyer, and by closing day nobody can tell you which side of the deal is ours or what commission split applies." — Managing Broker
The End-to-End Flow in SmartLite
Capture the inquiryA buyer or seller lead — from a listing-portal Webhook, an open-house sign-in, or a referral — becomes a Lead.
List the property onceA custom "Property" object (Metadata Engine) holds the listing — address, list price, MLS ID, listing Agent — independent of any single deal.
Open the transactionLead Conversion creates the Client Account/Contact and an Opportunity linked to the Property, tagged Buy-Side, Sell-Side, or Dual Agency.
Move the deal forwardWorkflow Automation advances the Opportunity through Offer → Under Contract → Inspection → Closing, notifying the transaction coordinator at each change.
Gate commission exceptionsAn Approval Process routes any commission split exception to the Managing Broker before it's finalized.
Run the commission report"Closed Volume by Agent This Quarter" feeds the commission run without a manual spreadsheet reconciliation.
Business Outcome
- One Property record stays cleanly linked to every Opportunity it's ever been part of
- Every stage change notifies the right person automatically — nothing stalls in an inbox
- Commission reporting is a live report, not an end-of-month scramble
06
🛡️ Insurance Agency
Never let a renewal lapse because nobody reached out first▾
The Business Scenario
"A policy is up for renewal in 30 days and nobody proactively reaches out until it's already lapsed — we lose the client to a competitor who called first." — Agency Principal
The End-to-End Flow in SmartLite
Capture the quote requestA Web-to-Lead form on the agency's quote page creates a Lead the moment a prospect asks for pricing.
Bind the policyLead Conversion creates the Policyholder Account/Contact and an Opportunity tracking Quote → Bound Policy.
Track the policy itselfA custom "Policy" object records policy number, carrier, premium, and — critically — a Renewal Date field.
Automate the renewal outreachWorkflow Automation fires 30 days before the Renewal Date — a Notification to the assigned agent and an Email Alert to the policyholder.
Route large claimsA custom "Claim" object links to the Policy and runs through an Approval Process for any payout above a set threshold before the carrier is notified.
Start the day with a planA Dashboard view gives every agent their own "Renewals Due This Month" and "Open Claims" at a glance.
Business Outcome
- Renewals get proactive outreach every time — not just the ones someone happened to remember
- Large claims get a second set of eyes before anything reaches the carrier
- Every agent starts the day already knowing what needs attention
07
🏋️ Gym & Fitness Studio Chain
Catch a lapsing trial before it quietly disappears▾
The Business Scenario
"We hand out dozens of free trial passes a week, but nobody follows up before the trial expires — most just quietly disappear." — Studio Operations Director
The End-to-End Flow in SmartLite
Capture the trial signupA front-desk tablet or website form (Web-to-Lead) creates a Lead tagged with location and trial type.
Automate the follow-upWorkflow Automation notifies the front-desk owner 5 days before the trial expires, prompting a call.
Convert to a memberLead Conversion creates the Member Contact and Account (for family or corporate memberships), with an Opportunity for the membership plan's value.
Track class attendanceA custom "Class Booking" object links to the Member Contact; a "No-Shows This Month" List View goes to each instructor.
Flag members going quietWorkflow Automation marks any membership with no class booking in 21 days as "At Risk" and notifies the member's assigned trainer.
Watch the numbers that matterA Dashboard gives each location a live trial-to-paid conversion rate and monthly churn figure.
Business Outcome
- Every trial gets a real follow-up before it expires, instead of quietly lapsing
- At-risk members are flagged automatically before they cancel, not after
- Each location manager sees their own conversion and churn numbers without asking corporate for a report
08
🏨 Hotel & Event Venue Group
Respond to a group booking inquiry before a competitor does▾
The Business Scenario
"A corporate planner emails asking to hold 40 rooms for a conference. If that request sits in one salesperson's inbox, we lose it to a competing property that responded first." — Director of Group Sales
The End-to-End Flow in SmartLite
Capture the inquiryA website RFP form, or a forwarded email processed through an inbound Webhook, creates a Lead the moment it's submitted.
Open the group dealLead Conversion creates the Corporate Account and event-planner Contact, plus an Opportunity for the Group Booking — room count, dates, estimated revenue.
Gate rate exceptionsAn Approval Process routes any discount below the standard rate floor to the Director of Sales before a proposal is sent.
Move the deal forwardWorkflow Automation advances the Opportunity through Proposal Sent → Contract → Deposit Received, notifying the events team each time.
Sync room inventoryA custom "Room Block" object pushes the confirmed block to the property management system via an outbound Webhook — no manual double-booking risk.
Track the comp plan"Group Revenue Booked by Sales Rep This Quarter" drives the sales team's incentive comp.
Business Outcome
- Every inquiry gets a same-day response, not whenever an inbox gets checked
- Rate exceptions always get sign-off before a client sees a number
- Room inventory stays in sync with the property system automatically
09
🏭 Industrial Parts Distributor
Turn an RFQ around before the dealer shops elsewhere▾
The Business Scenario
"A regional dealer sends an RFQ for 500 units. By the time our rep manually prices it, checks stock, and gets a discount approved, the dealer's already gone to a competitor." — VP of Sales
The End-to-End Flow in SmartLite
Capture the RFQAn inbound Webhook from the dealer portal — or manual entry from an email — creates a Lead the moment the request arrives.
Open the quoteLead Conversion creates the Dealer Account/Contact and an Opportunity for the Quote-to-Order deal, with line-item quantity and unit pricing.
Gate volume discountsAn Approval Process automatically routes any discount below the standard price floor to the Regional Sales Manager before the quote is sent.
Hand off to fulfillmentWorkflow Automation notifies the Fulfillment team the instant the Opportunity is marked Closed Won.
Sync the order downstreamAn outbound Webhook pushes the closed order straight into the ERP system for invoicing — no re-keying the same order twice.
Find the bottleneck"Quote-to-Close Turnaround Time by Rep" shows exactly where deals are stalling in the pipeline.
Business Outcome
- Discount approvals happen in minutes, not days — dealers get a firm answer before they shop elsewhere
- Closed orders reach the ERP system automatically, with zero duplicate data entry
- Sales leadership can see exactly where the quote process is slow, and fix it
10
❤️ Non-Profit / NGO
Know which donors are lapsing before it's a year too late▾
The Business Scenario
"We ran a great year-end fundraising campaign, but three months later nobody can tell you which of those 800 new donors have lapsed, or which ones are ready for a bigger ask." — Director of Development
The End-to-End Flow in SmartLite
Capture the gift or inquiryA donate-page form (Web-to-Lead) or an event sign-up sheet creates a Lead the moment someone engages.
Record the donorLead Conversion creates the Donor Contact and Household/Corporate Account, with an Opportunity for the pledge or gift amount and its source campaign.
Automate renewal outreachWorkflow Automation notifies the assigned development officer as a recurring-gift Opportunity approaches its renewal date.
Re-engage lapsing donorsMarketing Studio sends a segmented year-end appeal to every donor whose last gift was 10+ months ago — pulled directly from live donor records.
Track volunteers tooA custom "Volunteer Shift" object links volunteer Contacts to events for hour-tracking and recognition.
Report to the board"Funds Raised by Campaign, Year over Year" gives the board a live number instead of a manual reconciliation.
Business Outcome
- Lapsing donors are flagged automatically instead of discovered a year later
- Segmented appeals go out based on real giving history, not a stale spreadsheet export
- The board gets a live fundraising number any time they ask, not just at year-end