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Ultimate Guide
to Client Tracking &
Case Management
Software
Presented 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
softw...
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
•...
An example…
 [Live demo of ClientTrack]
Overview of Market
 ClientTrack
 CTK Apricot
 Social Solutions ETO
 Salesforce (w/apps)
 ServicePoint
 Therap
 Proc...
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 Requ...
Step 2: Identify Needs and
Priorities
 Goals
 Current Tools and Assets: data,
equipment, skills
 Parameters, e.g. cost,...
Pro Tips for Needs Assessment
 Involve stakeholders
 Document and organize
 Work backward
 Ask good questions
 Priori...
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/activ...
Step 4: Get Thorough
Proposals
 Modules/features
 Ownership, data privacy
 Support, training
 Detailed estimate, cost ...
Step 5: You Must Choose. But
Choose Wisely.
 Go back to your needs assessment!
 Compare demo notes.
 Gut check: trust l...
But How Much Does It Cost?
 One time costs: setup, data
migration, conversion,
customization, training, lost
productivity...
Step 6: (Bet You Thought You
Were Done)
 Implementation and adoption
 Training
 Keeping data clean
 Tune-up (requires ...
Traps and Mistakes
 Just have the intern do it
 Lack of staff buy-in
 Seduced by whiz-bang
features
 Pick whatever is ...
A few good products
Client Track
 Founded 1983
 About 1300 clients
 Pricing starts at $650/mo and free
setup
 Locally supported by MACC –
...
Apricot by CTK
 Founded 1999
 About 10,000 clients (CTK)
 Pricing starts at $645 setup and
$125/month
 Donor managemen...
Apricot Video
ETO by Social Solutions
 Founded 2000
 Almost 4000 clients
 Pricing starts at $8000 setup and $8580/year
 PerformWell....
ETO Video
Salesforce
 Huge market share of CRM worldwide,
100,000+ clients, founded 1999
 Free (but not free)
 Exponent Partners ...
Thanks.
I hope this is useful as you plan for a new database. If
you need one-on-one help, please contact me at
karentgrah...
Ultimate Guide to Client Tracking and Case Management Software
Ultimate Guide to Client Tracking and Case Management Software
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Ultimate Guide to Client Tracking and Case Management Software

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Ultimate Guide to Client Tracking and Case Management Software

  1. 1. Ultimate Guide to Client Tracking & Case Management Software Presented by Karen Graham for MAP TechWorks, 2013
  2. 2. About Me Karen Graham Owner, Smart Girl Consulting 612-839-5420 karentgraham@gmail.com www.asksmartgirl.com @karentgraham
  3. 3. 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?
  4. 4. What is client tracking and case management software?
  5. 5. Capabilities and benefits  Quality of service, coordination of care  Spot trends  Measure and evaluate  Tell your story
  6. 6. Architecture Touchpoints • Intake • Enrollment • Participation Relationships • Family/Household • Case Worker Evaluation • Assessments • Outcomes
  7. 7. An example…  [Live demo of ClientTrack]
  8. 8. Overview of Market  ClientTrack  CTK Apricot  Social Solutions ETO  Salesforce (w/apps)  ServicePoint  Therap  Procentive  Care Logic  Credible  Freeform  MPower  Custom  Others?
  9. 9. 6 Steps to Success:  Readiness  Needs Assessment  Demos  Proposal  Comparison  Post-Decision
  10. 10. Step 1: Are you Ready?  Theory of Change and Logic Model  Culture of Data  Funder Requirements  Time and Resource Requirements
  11. 11. 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
  12. 12. Pro Tips for Needs Assessment  Involve stakeholders  Document and organize  Work backward  Ask good questions  Prioritize/rank
  13. 13. Step 3: Get the Most out of Demos  Insist on a custom demo.  Use cases  Participation  Note taking
  14. 14. 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
  15. 15. Step 4: Get Thorough Proposals  Modules/features  Ownership, data privacy  Support, training  Detailed estimate, cost outlook  SLA  Implementation plan  Opt-out  Legal
  16. 16. Step 5: You Must Choose. But Choose Wisely.  Go back to your needs assessment!  Compare demo notes.  Gut check: trust level?  Check references.
  17. 17. 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
  18. 18. Step 6: (Bet You Thought You Were Done)  Implementation and adoption  Training  Keeping data clean  Tune-up (requires pizza)
  19. 19. 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
  20. 20. A few good products
  21. 21. Client Track  Founded 1983  About 1300 clients  Pricing starts at $650/mo and free setup  Locally supported by MACC – unlimited help  Website
  22. 22. Apricot by CTK  Founded 1999  About 10,000 clients (CTK)  Pricing starts at $645 setup and $125/month  Donor management features  Website
  23. 23. Apricot Video
  24. 24. ETO by Social Solutions  Founded 2000  Almost 4000 clients  Pricing starts at $8000 setup and $8580/year  PerformWell.org  Website
  25. 25. ETO Video
  26. 26. 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
  27. 27. 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.

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