ultimate guide to client tracking and case management software

Ultimate Guide to Client Tracking &

Case Management

SoftwarePresented by Karen Graham for MAP TechWorks, 2013

About Me

Karen Graham

Owner, Smart Girl Consulting

612-839-5420

karentgraham@gmail.com

www.asksmartgirl.com

@karentgraham

Learning Goals

Learn the basics of an effective

approach to choosing software

Become familiar with a few popular

software packages

Improve your ability to maximize ROI

on a software investment

…and make a new friend?

What is client tracking and

case management software?

Capabilities and benefits

Quality of service, coordination of

care

Spot trends

Measure and evaluate

Tell your story

Architecture

Touchpoints

• Intake

• Enrollment

• Participation

Relationships• Family/Household

• Case Worker

Evaluation• Assessments

• Outcomes

An example…

[Live demo of ClientTrack]

Overview of Market

ClientTrack

CTK Apricot

Social Solutions ETO

Salesforce (w/apps)

ServicePoint

Therap

Procentive

Care Logic

Credible

Freeform

MPower

Custom

Others?

6 Steps to Success:

Readiness

Needs Assessment

Demos

Proposal

Comparison

Post-Decision

Step 1: Are you Ready?

Theory of Change and Logic Model

Culture of Data

Funder Requirements

Time and Resource Requirements

Step 2: Identify Needs and

Priorities

Goals

Current Tools and Assets: data,

equipment, skills

Parameters, e.g. cost, HIPAA, what

you're NOT doing

Reporting

Pro Tips for Needs Assessment

Involve stakeholders

Document and organize

Work backward

Ask good questions

Prioritize/rank

Step 3: Get the Most out of

Demos

Insist on a custom demo.

Use cases

Participation

Note taking

Features to Consider

Support and training

Mobile/portable access

SaaS vs traditional

Customization

Contact/activity/case

history

HIPAA and privacy

Ease of use

Relationships

Reporting and analysis

Upgrades

Integration

Import/export

Step 4: Get Thorough

Proposals

Modules/features

Ownership, data privacy

Support, training

Detailed estimate, cost outlook

SLA

Implementation plan

Opt-out

Legal

Step 5: You Must Choose. But

Choose Wisely.

Go back to your needs assessment!

Compare demo notes.

Gut check: trust level?

Check references.

But How Much Does It Cost?

One time costs: setup, data

migration, conversion,

customization, training, lost

productivity

Ongoing costs: subscription/license,

user accounts, support contract

And don't forget: ongoing training,

revision, imports, data hygiene

Step 6: (Bet You Thought You

Were Done)

Implementation and adoption

Training

Keeping data clean

Tune-up (requires pizza)

Traps and Mistakes

Just have the intern do it

Lack of staff buy-in

Seduced by whiz-bang features

Pick whatever is cheapest

Don't read the contract

Budget as an up front cost only

Failure to complete training

Vague collaboration agreements

Provide executive leadership

Stoke up the team!

Choose features based on business needs

Maximize ROI

Review contract w/rep

Plan for cost of ownership

Require staff to be trained

Be clear on roles and ownership

A few good products

Client Track

Founded 1983

About 1300 clients

Pricing starts at $650/mo and free

setup

Locally supported by MACC –

unlimited help

Website

Apricot by CTK

Founded 1999

About 10,000 clients (CTK)

Pricing starts at $645 setup and

$125/month

Donor management features

Website

Apricot Video

ETO by Social Solutions

Founded 2000

Almost 4000 clients

Pricing starts at $8000 setup and $8580/year

PerformWell.org

Website

ETO Video

Salesforce

Huge market share of CRM worldwide,

100,000+ clients, founded 1999

Free (but not free)

Exponent Partners provides

customization and support

Pricing starts at $39,500 setup, est.

$8600 annual

Website

Thanks.I hope this is useful as you plan for a new database. If

you need one-on-one help, please contact me at

karentgraham@gmail.com or 612-839-5420.