A lab with corporate accounts: one month in the CRM

In a lab with corporate accounts, the CRM handles the relationship with the client company: who asked for the program, what was agreed, at which sites and on which dates the work happens, what requests their coordinator opened and what gets invoiced each month. Orders, specimens and results stay in the lab's own system. This example follows one month of such an account, from the first request to the invoice, to show what goes where.

Picture a mid-sized clinical lab that, besides walk-in patients, holds contracts with companies. One of them, a construction firm with two active sites, needs occupational exams for its crew before a new phase starts. The HR manager writes on WhatsApp, the safety coordinator phones and purchasing asks for the quote by email. Three people from the same company, three channels, and at the lab each message reaches someone different.

Week 1: the request arrives and becomes an opportunity

The first step is giving the request a single home. The company already exists as a client, with its contacts: HR, safety and purchasing. Whoever receives the WhatsApp saves the contact from the thread and creates the opportunity with an owner and a next action, for example "send proposal on Thursday". The call and the email are noted on the same record, so anyone who opens the client sees there is a request in progress and who is handling it.

The account executive builds the proposal from the lab's service catalog, with quantities and prices, and addresses it to purchasing without touching the client record. She sends it by email from the lab's address. The construction firm accepts it in its portal and the team sees it right away.

Weeks 2 and 3: coordinating sites, dates and changes

With the proposal accepted, the work is organized as a project for the client: one task per site, with its collection date and its owner at the lab. This is where the operational details that do belong in the CRM go: the site address, the time agreed with the safety coordinator, how many people are expected and who meets the team at the gate.

Changes arrive mid-month. The firm adds a third site and asks to move a date because of rain. Their coordinator opens a request from the portal and the lab handles it as a support ticket, with a priority and an owner. Public replies are read by the coordinator in her portal; internal notes, such as "check with the phlebotomist whether Tuesday works", are seen only by the team.

If a technician had to travel to the new site and the proposal said travel is charged separately, that expense is recorded with the client and waits for the monthly invoice. We explain how that works in rebillable expenses.

What stays out of the CRM

A lab should be clear on this point before starting. The CRM does not hold specimens, clinical orders, results or health data about the construction firm's employees. AgentticCRM is not a laboratory information system; it does not track specimens or publish results. All of that stays in the lab's system, with its own permissions and controls.

In practice the split is easy to explain to the team. The CRM holds what concerns the company as a client: the agreement, the sites, the dates, the requests and the billing. The lab system holds what concerns each patient. If a note starts to include a worker's name and a lab value, it is in the wrong system.

Week 4: the monthly invoice and the balance

At month end, the admin team prepares the construction firm's invoice. It can start from the accepted proposal, with the same lines and prices the client approved, and adjust quantities to what was done; or it can be created from scratch. If the draft shows the notice about waiting expenses, they are added as lines in one go. For accounts with a fixed monthly fee, the invoice can be recurring and generated on its date.

The invoice goes out from the lab's address or as a secure link. In its portal, the firm sees its invoices, its balance and the recorded payments, and downloads the PDF. If it pays in two parts, each payment is recorded and the balance updates. If payment does not arrive, manual or automatic reminders go out on the days the lab sets.

What is left for the renewal

At month end, the firm's record tells the whole story: who asked, what was accepted, which sites were added, what changes their coordinator requested and what was invoiced and collected. When the company asks for exams for another phase, the account executive starts from there. The rest of the approach for this kind of lab is in CRM for laboratories with corporate accounts. And if your next account's request comes in on WhatsApp to a number several people answer, read when one team WhatsApp stops keeping up.

Frequently asked questions

Can I store lab results in the CRM?

No. The CRM handles the relationship with the client company and the non-clinical operation. Orders, specimens and results stay in the lab's system.

Can the client company request changes without writing to a specific person?

Yes, if you give them portal access. Their coordinator opens a request there and the lab handles it as a ticket, with a priority and an owner.

Can the company be invoiced once a month?

Yes. The invoice can start from the accepted proposal or be created from scratch, and for fixed fees there is the recurring invoice, generated on the date you choose.