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Client: Family Radio (Loam Media, Inc.)
Challenge: Give call center agents a fast, reliable way to look up donors, create contacts, and process gifts or pledges during a high-volume supporter drive without navigating a full CRM interface mid-call
Tools: Lovable, HubSpot CRM API, HubSpot Commerce Hub, Stripe
Outcome: $282,075.09 raised across 1,733 donations in 24 hours with zero platform downtime
HubSpot's CRM is built for marketing and sales teams who spend hours and days working through records. Family Radio's call center operation runs differently - dozens of agents, many of them contractors without HubSpot seats or any access to the platform, taking live donor calls where every second counts. The agent needs to find a donor's record instantly, confirm their information, and route them to payment without touching HubSpot directly.
The team also couldn't rely on open-ended form submissions. With so many donors who have been giving for years by phone, the risk of duplicate records or data entry errors was too high - and because a significant portion of Family Radio's donor base doesn't have an email address on file, there was no reliable unique identifier to catch duplicates after the fact. The app needed to surface existing records first and let agents confirm or update information rather than create them from scratch every time.
HubSpot didn't have a tool designed for this workflow. So Tapp built one.
The application was built in Lovable and integrates directly with HubSpot's API through a secure private app key.
Contact lookup. The agent types a name or phone number. The app queries HubSpot's contacts API and returns matching records in real time. If a record exists, the agent selects it. If not, the app creates a new contact on the spot.
No-email handling. Because Family Radio's donor base skews older, a meaningful percentage of callers have no email address on file. Standard HubSpot contact creation requires an email. The app handles this with a No Email button that generates a synthetic email address following Family Radio's established format — keeping HubSpot's uniqueness constraint satisfied without requiring the agent to problem-solve mid-call.
Required field enforcement. Before either action can be completed, the app validates that the contact record has the information needed to process the gift accurately. If required fields like phone number, address, or mailing preferences are missing from the existing record, the agent is prompted to collect and update them before proceeding. This ensures every transaction is tied to a complete, usable contact record - not just a name and a payment.
Routing. Once a contact is selected or created, the agent chooses between a pledge and a donation. The app is designed to split these paths cleanly so agents can move quickly without making the wrong selection - a pledge logs the intent, a donation finalizes the gift, and the contact information confirmed during lookup flows automatically into whichever path the agent takes.
Deal creation and form completion. For pledges, an open deal is created in HubSpot's pipeline with the committed amount attached and the contact record fully populated. For donations, the agent routes the donor to the Commerce Hub form powered by Stripe, which pre-fills the donor's contact information so the donor can go straight to payment. Once the transaction is complete, a closed-won deal is automatically created in HubSpot, with all contact data attached.
The app went live for Family Radio's December supporter drive. In a single 24-hour period, call center agents processed 1,733 donations totaling $282,075.09 with zero platform downtime. Every gift was logged in HubSpot in real time, every contact was matched or created, and every transaction was routed through Commerce Hub to Stripe without interruption.
Off-the-shelf tools are built for average use cases. Family Radio's call center workflow wasn't average. When HubSpot's native interface isn't the right fit, a lightweight custom app built against HubSpot's API can deliver a purpose-designed experience while keeping all data flowing into the central platform. The result is a tool agents can use under pressure, processing a donation in seconds rather than navigating a system designed for a job entirely different from theirs.
At Tapp Network, we specialize in building solutions for organizations whose operations don't fit neatly into any platform's default configuration. When HubSpot's native interface isn't the right tool for the job, we build what is - purpose-designed, API-connected, and fully integrated so data flows where it needs to go without compromising the platform you've invested in.
If your organization has a unique workflow, an unseated team, or a process that keeps getting worked around rather than solved, let's talk about building the right tool for it.
