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Utilizing Technology
For a
Family-Centered Approach
JoAnn Kintzel
CEO, Procare Software®
jzkintzel@procaresoftware.com
Presentation Overview
○ Brief Procare Software History
○ Child Care Industry Today
○ What the Child Needs
○ Parent Needs & Expectations
○ Center Owner & Operators’ Needs
○ Industry Trends
○ Procare Software: Evolving to Meet Your Needs
Company History
1992 2003 2015 20172009
The Child Care Industry Today:
Focus on the Child
“Many of the things we need can wait. The child
cannot. Right now is the time his bones are being
formed, his blood is being made, and his senses are
being developed. To him we cannot answer
‘Tomorrow’, his name is today.”
Every Child’s Other Name: “Today”
- Gabriela Mistral, Nobel Laureate in Literature
What’s Happening Today?
○ The brain reaches 80% of ultimate
adult volume by age three
○ 700 new neural connections formed
every second
○ Early childhood education is critical
Lifelong Benefits
Research shows that children who
experience high-quality child care
programs have:
○ Better Health Overall
○ Higher Employment Rates
○ Earn Higher Wages
○ Newest NIH study tracked the same
group from birth to 35 years old
○ Graduates of high quality preschools
are more likely to receive college
degrees
Long-Term Success
60%of children under age six have two
parents in the workforce.
15 MM
children under six are in daycare
in the U.S.
○ Continued emphasis on reaching state standards
○ Focus on social and emotional development
○ Early literacy skills continue to be valued
○ Introduction of STEM lessons in early childhood
○ Integration of technology into lessons is no longer optional
Early Learning Trends
What Parents Need
$200 Billion
is spent each year by Millennials
50%
of Millennial women are Moms
71%
of Millennial Moms work outside the home
11M
of babies born in 2017 to Millennial parents
80 %
Millennial households in the U.S.
84%
of Millennials consider a brand’s value before
they purchase
○ UNCHANGED : Must-haves
◦ Safety
◦ Quality of care
◦ Focus on child’s educational growth
○ CHANGED:
◦ How they want to interact with your business
What They Need from You
Mobile Devices
serve as a wallet
Self-Service
solutions are comfortable & expected
Customization
and personalization is best
80%of Millennials use the Internet to
manage their finances, pay bills, or
shop online.
Adapting your business to
meet the needs of today’s
parents will set your Center
apart from the competition.
Today’s Child Care Industry
1.9%
projected annualized growth rate
Source: Dun & Bradstreet First Research, 1/2018
$48.9 billion
2017 Projected Annual Revenue
$52.5 billion
2021 Projected Annual Revenue
Source: Dun & Bradstreet First Research, 1/2018
Child Care Costs as a Percentage of Income
Source: “The State of Childcare in America” – U.S. Congress Joint Economic Committee (2017).
High-quality child care yields a multi-
fold return on investment in long-
term outcomes for children, families,
business, and the economy.
What Your Business Needs
SAFETY &
SECURITY
TRACKING &
REPORTING
FINANCIAL
SUCCESS
ENGAGED
FAMILIES
Your Business Needs
STRICT
REGULATIONS
UNPREDICTABILITY LIMITED
RESOURCES
STAFF
TURNOVER
Challenges You Face
Your day,
illustrated.
How Technology Can Help
○ Gather and store family data digitally
○ Implement mobile and online payment systems parents expect
○ Convert to digital parent communications
○ Easily manage payroll and staff scheduling
○ Minimize the time you spend on paperwork
How Procare is Evolving
Streamline the Customer Journey
Discovery Consultation Installation Training
Using
Customer
Care
Tech
Support
SUCCESS!
○ Listen and engage
○ New position - Head of VOC
○ Beta and focus groups
○ Surveys and follow up
Voice of The Customer
Product Innovation
○ Invest in leadership and
additional engineers
○ Update and simplify user
interface
○ Improve customer access to
data
○ Enhance digital parent portal
Security and Reliability ○ Invest in technology for improved
redundancy, capacity, security
and performance
○ Locate infrastructure where
customers do business
○ Continual investment in
security to keep customer data
protected
1
1
Comprehensive Child Care Ecosystem
CRM
Parent Communications
Education
Food Modules
Accounting
Back End Processing
The first 5 years have so much to do
with how the next 80 turn out.
~ Bill Gates

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Utilizing Technology For a Family-Centered Approach

Editor's Notes

  1. Hello I am JoAnn Kintzel , I joined Procare Software as CEO in October of 2016 and have really enjoyed bringing my expertise of the financial software sector to the Child Care industry. One of the reasons I joined Procare was because I was inspired by the company mission to make the business of child care and early learning more efficient, more profitable for owners, a better work experience for the staff and a quality experience for the children and parents. In addition, it was clear to me that Procare, as the industry leader, was poised to go to the next level of market expansion and needed a vision and road map to get there. Procare needed to take account and “forward think” its products to align with the expectations of today's center owners, staff and parents.
  2. During my presentation I will discuss:
  3. Procare was born when our founder observed the need to simplify and organize day-to-day administrative functions in the child care center his children attended. Center owners and staff needed more time to focus on the children, the families, curriculum and activities, and understanding their profitability. Fast forward 25 years and Procare has grown from a team of 3 to a company of over 90 dedicated employees serving small businesses to Corporations with hundreds of centers and thousands of students. We are the US leader in childcare management software and integrated payments with over 30,000 installations. In the past few years, we have invested in infrastructure, technology and talent, with an emphasis on acquiring engineers and customer care professionals. PAUSE….. When I first arrived at Procare it was important to me to listen, observe and assess our company, speak with our customers, and understand what makes Procare great,and what we must improve. I wanted insight into how we formed over the years, and how we have been operating, to determine how we will need to operate in the future to meet our goals and those of the customer. Wait to click next slide…
  4. It soon became clear to me that 25 years ago our customer was you, the centers - small businesses and Corporate/enterprise organizations. But today, Procare really has 3 customers - All of you- the center owners and directors, the classroom staff, and your parents. And we are ALL bound by the common goal to serve the needs and development of the Child While the world has changed, technology has advanced, and the customers we serve have different expectations, we still believe it all begins AND ends with the child.
  5. Let's take a look at industry first from the perspective of the child's needs.
  6. It all starts here. Children are the top priority - for you and for us. Meeting their needs is job one. Keeping them safe, managing their care and enriching their lives
  7. I’ll start off with a quote to put it in perspective. {Read / reference quote} Childhood passes quickly, and is never repeated As we will see on the following slides, this period of their lives is critical to their future. So .. Today lets make sure to take advantage of a high tech world and enable the time to give the children a high touch enrichment experience, and easy peace of mind communication to their parents
  8. Think about what is happening in the first years of life, from the child’s perspective. Neuroscientists have estimated that the brain grows at an astounding rate over the first several years of life, About 700 new neural connections are formed every second. Fundamental skills, knowledge, and beliefs about the world are developed. Although the early years are not the only time when a child’s development can be influenced, evidence suggests that the time before kindergarten is an opportune period. So, child care centers like yours are doing very important work.
  9. We know that high quality care gives children a solid foundation There are also many long-term benefits to children – such as…reference slide Numerous scientific studies have proven this to be true
  10. Longest study to date has been conducted by the National Institutes of Health (first results reported 1/28/2018) – tracking the same group… It compared children who received intensive childhood education to children chosen randomly from other schools and shows a correlation between quality preschools and going on to receive college degrees. Their findings appear in JAMA Pediatrics Source: National Institutes of Health
  11. While there is modest expected growth (1.9%) in the population of the age groups we serve, the demand for child care and early learning is growing at a faster rate Economic growth results in more employed parents. There is also continued emphasis on Kindergarten Readiness and competition to gain admission to reputed primary schools In addition there is a growing demand for before and afterschool programs. Studies show this need is underserved and there is a large number of students who would enroll in programs if available. This represents an opportunity for both of us There is a distinction in the kind of before and after school programs parents are seeking – enrichment programs v. child care. It's important that providers know which population they serve, or intend to serve.
  12. Here are just a few of the early education trends that you’re tasked with addressing This is where your emphasis should be - providing quality care Technology gives you the ability to focus on delivering what the child needs Gives you back time in your day Allows you to easily convey the success the kids are having to their parents
  13. Now on to the parents – Understanding your target audience is critical to being able to attract and retain customers. So let’s get to know your target customer better - the Millennial Parent.
  14. Millennials are a huge market, and their buying power is expanding daily They’re important in our world because they are the parents of today and tomorrow. There are several questions you have to consider about your target audience in order to grow and thrive as a business. Who are they? What do they want? How are they different? What does this mean for you? Child care centers, preschools, and after-school (educational) programs that meet and exceed the needs of this family have a distinct competitive edge.
  15. Starting in 2017, it is estimated that 18-34-years-old will spend $200 billion annually. Nearly half of Millennial women are mothers 71% of them work outside of their homes. Nine out of 10 like to connect with friends over their purchases. That’s a lot of buying power that can’t be ignored --- Source: YPulse
  16. Millennials are not “kids” anymore--they are working families who contribute significantly to the economy, and are the primary group in demand of your industry. They have strength in numbers, and the number of millennial parents will continue to grow (remember the youngest Millennials are only 20 this year!). As millennials are entering parenthood, they’re causing major changes across many business categories, including ours. Today’s parents expect a mutual relationship with companies and brands - no longer just one-way marketing. Millennials also engage much more extensively with brands through social media and mobile devices (than older generations). 52% of Millennials surveyed said they use social media to “like” a brand --- Source: The Reciprocity Principle: How Millennials are Changing the Face of Marketing Forever” Source: How Millennials are Changing Retail Patterns, Forbes Source: 7 Facts Every Business Should Know About Millennials
  17. Some of their needs from you remain unchanged – Safety, Quality of Care and Focus on the child’s educational growth remain “must-haves”. What has changed is how parents want to interact with you with a bigger focus today on transparency and flexibility.
  18. Millennials want the convenience of paying quickly They don’t need or want to see a bank teller or grocery checker Mobile ordering allows for easy, faster delivery of goods – including picking up meals at restaurants and we can’t forget about their coffee! (Panera, Starbucks, even McDonald’s offers it) It’s an interesting dichotomy. While they don’t need human interaction, they do like personalization and control - i.e. they want what they want, and are happy to make requests digitally. Millennials are comfortable with self-service solutions Mobile ordering Self-checkout Chat vs. Call --- Source: The Millennial Influence
  19. {Read quote} This is huge! And it has big implications for your business. It makes electronic payment options a critical offering for your center. While pen and paper may work for some, it does not work for your customer. ---- Source: BabyCenter
  20. When Millennial moms are shopping for products and services: They do online research before making a purchase - from the lunch they’ll eat, to the car they drive, to their child care provider. Comparison shopping is at their fingertips and they value that. They are drawn to brands that provide maximum convenience at the lowest cost. Recommendations from others are of paramount importance --- Source: Baby Center
  21. Lots of information research is available during the research phase of their decision process You need to demonstrate to prospective parents that your center is different, better ** Offering technology tools like mobile pay and digital engagement tools will help attract and keep millennial parent customers.
  22. Now let’s take a short look at the overall child care industry.
  23. As you know the childcare industry is very fragmented, made up of a combination of Multi center corporations, SMB’s, faith based locations, community centers, and in home childcare providers. Studies show the top 50 companies generate less than 20% of revenue. There are various market studies looking at the different segments, and related sizes, of our industry, one such study shows that the industry is expected to grow at a steady annualized rate of just under 2% through 2021 Source: IBIS World data via SBDCnet
  24. Revenue across the child care industry was projected to reach $48.9 billion in 2017. With the forecasted growth rate through 2021, the industry is projected to generate $52.5 billion, with the majority of revenue still coming from private pay. This reinforces the childcare industry as a lucrative business for owner operators, corporations and investors alike.
  25. Childcare is a Hugely Important Component of Families’ Annual Spend - Shown in Blue here. Parents are investing a great deal in their child’s early education and care. They have high expectations for this substantial investment
  26. So what’s the ROI of child care when viewed by the many audiences impacted by the care you provide? Child Care is an Essential tool to support the workforce Parents, children and employers all benefit from high quality care and education. And, your businesses are creating jobs and fulfilling a critical community need. Source: ChildcareAware.org
  27. So what are your business needs for you to be successful?
  28. Software features are available to support many common child care business goals: Security: Keeping the children in your care, safe and secure Tracking & Reporting: Providing easy access to data and critical insight into your business Financial Success: Assisting with growing your enrollment and retaining customers Engagement with families: Delivering the kind of service Millennial parents expect, to keep them as loyal customers and raving fans.
  29. In addition to those needs, we also understand you face some challenges. Here are just a few of your pain points You know them better than anyone. Some are non-negotiable, like adhering to all relevant regulations Others, such as staff turnover, are just a fact of your business life We are here to help lessen your pain with software solutions that streamline many of your tasks, and we will continue to enhance our offerings to meet your needs.
  30. If your life was illustrated by emojis, does this seem about right? Each day at your school is busy and unique. You and your staff are pulled in a thousand directions, every minute of the day. You greet families at check in. You answer the phone and conduct tours. You might be the school bus driver, facilities manager, baby soother, food services manager. You make budgets and staff schedules. You interview new hires and submit payroll. You create newsletters to keep parents informed. You review the curriculum and observe teachers. You ensure all immunizations are up-to-date. You wear a lot of hats and it’s beyond impressive.
  31. While the childcare industry has traditionally been considered somewhat low tech, centers are increasingly adopting technology solutions to manage their administrative task. I suspect most of you are also doing so. The massive amount of data and paperwork you manage is a common thread in the childcare business. Information such as immunization records, allergies, contact information, authorized pick-ups, staff hours, ratios… In addition to software features and functionality helping you manage, Cloud access also allows you to get work done wherever you are - not chained to a desk
  32. We can see from research that our industry and our customers’ expectations are constantly changing. I know that Procare too must change, we must innovate to deliver what our customers need, when they need it, so you can do the same for yours. Working with a terrific team and a fresh set of eyes - MINE ( indicate yours w hands) we have begun the work on our multi-year roadmap to move Procare forward and speed time-to-market innovation.
  33. Often, when dealing with hectic day to day needs, we might think we don't have the time to do anything else, but that may indicate you REALLY do need to take the time to step back and reconsider your options! Shortly after I joined Procare, we embarked on creating our Customer Journey roadmap. The goal of this initiative was to simplify and speed the path from the first point of discovery, through decision to purchase, product installation, setup and training, and ultimately a successful ongoing relationship with the Procare family of brands. At the conclusion of this cross-department exercise, the key takeaways were: Get as close to one touch service as possible. Reduce the number of steps and contacts to get customers up and running. Increase the number of Client Service experts to make getting started easier and faster Recruit additional support professionals, both technical and general support, and expand hours of operation for increased availability to service our East Coast customers, and Recognition that staff turnover at centers results in demand for continual training of our products and services. During this exercise it also became clear that our larger customers have some unique needs. This past year we established a new position, Enterprise Success Manager, to focus uniquely on the needs of large multi-site organizations. We have made needed adjustments in roles and responsibilities, realigned resources, and added team members to ensure we meet our goals and our customers’ needs. And we will continue to evaluate and make necessary changes accordingly.
  34. We have made a shift to engage more with our customer, to capture their feedback and incorporate these learnings into our products, services and support We have customers who now participate in focus and beta groups, as well as product user experience testing. We regularly survey on a number of topics, including experiences with our different teams and online learning tools. Our new websites, which launched in early 2017, were designed by user interface and experience professionals (UI/UX) to make the visitors’ online experience efficient, informative, actionable and rewarding. Through the websites we observe this “digital voice” and adjust to continually improve the site experience. We have also recently kicked off a process to update our video collection for self-served training, breaking them up into shorter, more easily consumable videos.
  35. Procare’s management software system is very robust, and was purposely designed to let the center purchase what they need, when they need it. This has been a great business model, but now is the time for us to innovate and address the new expectations of our three customer groups, demands of governmental agencies and the ubiquitous role technology plays in our lives. Our key initiatives for 2018 include: Continuing to invest in leadership and engineering talent Updating and simplifying the user interface Improving customer access to data Enhancing our digital parent portal Further expanding “software as a service” delivery of Procare
  36. Another key focus for us always has been, and will continue to be, security and reliability of our systems. Data security is top of mind in today's world. It is important for us to deliver “peace of mind” security of your data, and ensure reliable access. We pride ourselves in taking security very seriously and will continue to focus on staying ahead of demands. I have recently brought in new leadership in technology whose charter is to position Procare for significant growth. In addition we are working with best in class consultants to forward think our technology needs. Key initiatives include Investing in technology for improved redundancy, capacity, security and performance, and Locating our infrastructure closer to where our customers do business
  37. From a product offering perspective, Procare has created, and will continue to create, many robust programs and services for the child care and early education industry. However, we know that there are best in class providers with core competencies in complementary products and services, and at times it will make more sense to partner with them rather than create our own. One recent example of this is our announcement late last year of our acquisition of KidReports. Going forward, we will be open to developing, partnering or acquiring to further expand the Procare offering as the most complete, all in one, integrated solution. You all are busy enough that you don't need to waste time juggling disparate, unconnected systems!
  38. In closing, I will end with this Bill Gates quote. {Read quote} Thank you for your time today. I hope you will leave with some new insights about our shared industry, and Procare’s plans to continue focusing on your success.