Synthesized a join key inside a platform that didn't have joins, to route patient feedback to the right review page.
A multi-location dermatology customer had bought our platform partly to send patients to Google review links after cosmetic visits.
The correct review link depended on both the provider seen and the location of the visit.
The platform could map one thing to one thing.
One provider → one URL. One location → one URL.
But this customer’s reality wasn’t one-dimensional.
The information needed for the routing decision was spread across the two fields, and the platform had no way to evaluate them together.
At the time, the customer was still manually importing contacts through CSV uploads while waiting on a new integration expected later that quarter.
The integration would automate the ingestion process, but it still wouldn’t solve the actual routing problem.
The system fundamentally couldn’t express provider-location relationships natively, regardless of how the data entered the system.
The integration would remove the CSV process.
It would not solve how the system understood those fields together.
At the start of a long-term relationship, one of the customer’s core workflows still had no sustainable path forward.
This kind of lull at the start of a contract is what turns a champion into a detractor. They needed this working now.
Grouping logic was the platform's main lever for this kind of problem — taking customer-specific data and mapping it to operational values.