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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
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
ETO by Social Solutions
Founded 2000
Almost 4000 clients
Pricing starts at $8000 setup and $8580/year
PerformWell.org
Website
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
[email protected] or 612-839-5420.
