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Problem
Scaling Care, Struggling to Coordinate
Brightways Counseling Group, a fast-growing behavioral health practice serving thousands across Oregon, faced mounting operational challenges as it scaled to support over 9,000 clients weekly. Despite this success, operational fragmentation was hindering their ability to scale. Teams relied heavily on manual spreadsheets, email threads, and isolated tools—resulting in poor visibility, inefficient communication, and strategic blind spots.
The Integrated Care Team, responsible for generating referrals, lacked visibility into real-time referral data. The Development Team had no insight into telehealth usage by region to inform location strategy. Collaboration between departments was practically nonexistent—HR didn’t know if new hires were credentialed, Recruiting couldn’t see scheduling backlogs, and Facilities had to physically check inventory. Every function ran on manual emails and disjointed Excel tracking.
Q1
Solution
Tailored Automation for Total Alignment
Brightways turned to SmartSuite to unify and automate its core operations. Chosen for its ease of customization, SmartSuite allowed them to streamline dozens of processes while tailoring solutions to the organization’s specific needs. The team began with automation of client referrals and scheduling workflows, and quickly expanded to credentialing, HR onboarding, recruiting, reporting, and training.
Forms became a linchpin: they’re used for capturing referral requests, onboarding data, scheduling preferences, clinician bios, facilities requests, employee surveys, and more. Automations now power daily email updates and alerts. Custom dashboards provide targeted visibility by role, and permission-based access ensures that every team member gets only the information they need.
“SmartSuite has removed countless hours of manual tracking and reporting, allowing us to repurpose several administrative positions to fuel growth.”
Today, Brightways uses SmartSuite for onboarding, offboarding, training, internal surveys, KPI reporting, credentialing, scheduling, budgeting, SOP access, inventory tracking, and even a kudos board—operating the entire business from a centralized platform.
Q2
Result
Data-Driven Decisions, Systemwide Gains
SmartSuite became the operational backbone for Brightways Counseling Group. The impact was immediate and far-reaching:
- 100+ hours saved weekly through automation and centralized data
- Client capacity doubled, with no need for proportional increases in headcount
- Cross-team collaboration surged thanks to real-time visibility into credentialing, scheduling, inventory, and recruiting metrics
- Administrative overhead dropped, allowing leadership to shift focus to growth and strategy
- Employee onboarding and training improved, enhancing satisfaction and reducing churn
- Leadership dashboards now provide a bird’s-eye view across departments, improving trust and cutting executive working hours
“We now make data-informed strategic decisions with confidence—whether it’s where to open new locations or how to optimize clinical resource allocation.”
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