The Advocate Behind the Brand
How CRUM transformed a chaotic agency relationship into a high-performing digital engine.
Client Snapshot
Industry: Medical, Plastic Surgery
Location: Walnut Creek, CA
Website: www.goldenhillsplasticsurgery.com
The Challenge
When Golden Hills partnered with CRUM, they were already working with BluShark Digital for SEO and analytics. But a deep website audit revealed staggering issues that required immediate action. The project quickly became complex — multiple rounds of emails, spreadsheets, and calls made it clear that the practice needed a dedicated stakeholder to manage the agency relationship, ensure accountability, and protect the brand. Golden Hills assigned that responsibility to CRUM.
How CRUM Helped
CRUM stepped in as Golden Hills’ project advocate, implementing structured processes, communication channels, reporting methods, and quality assurance practices to stabilize and advance the SEO project. CRUM coordinated across multiple BluShark representatives through emails, calls, and video meetings, ensuring consistent progress and resolution of audit findings.
A major challenge emerged: agency turnover. Over the course of the partnership, CRUM worked with four different account managers, each transition causing delays and a drop in deliverable quality. CRUM responded by integrating turnover into the project strategy itself — creating a QA checkpoint with defined expectations, requirements, and onboarding standards. This dramatically reduced learning‑curve delays and minimized errors during transitions.
As efficiency increased, CRUM expanded its oversight to include BluShark’s advertising efforts. BluShark handled setup, maintenance, and reporting, while CRUM provided creative direction, performance monitoring, outlier audits, and continuous collaboration to optimize results.
"We thought that the account manager the agency provided would represent our business’ needs, but it didn’t take long to see that just wasn’t the case. CRUM became the advocate we didn’t know we needed. They brought structure, accountability, and brand protection to a project that would have otherwise fallen apart. With CRUM leading the charge, we finally had confidence that our digital presence was being managed with the same care we give our patients." - Dr. Seth Eberlin, Owner of Golden Hills Plastic Surgery
The Results
CRUM’s project ownership created stability, accountability, and long‑term operational efficiency across Golden Hills’ digital ecosystem.
CRUM resolved the staggering issues uncovered in the initial website audit, establishing continuous traction as the new baseline
The team successfully navigated four account‑manager turnovers, using CRUM’s QA checkpoint system to reduce learning‑curve delays and prevent quality drops
BluShark’s deliverable quality improved due to CRUM’s structured oversight, communication standards, and error‑resolution processes
CRUM expanded the project to include advertising management, providing creative direction, performance monitoring, and ongoing optimization
The practice gained peace of mind through continuous site audits, transparent error reporting, and consistent follow‑through on resolutions
CRUM ensured compliance and brand protection across multiple platforms, serving as Golden Hills’ first and last line of defense
The practice saved significant time and bandwidth by delegating agency management to CRUM, allowing leadership to focus on patient care and strategic growth
Ready to protect your brand with expert oversight?
CRUM brings structure, oversight, and accountability to complex digital projects — so your business can focus on what it does best. Reach out to CRUM Consulting to schedule your discovery call.
