Exponent Case Management - Case and Program Management for Human Services

Working well for us

ECM is the backbone of a complex case management system my org has recently launched. This system is used by different organizations and we have them each set up as a different program in ECM, so that each org can be relatively independent yet we are in one instance and we can generate reports across the system and keep the data model aligned.

Still going strong after 5 years

We implemented ECM about 5 years ago and its still going strong. The staff at Exponent have always been great listeners and thought-partners as we customized their product to fit our needs. Many of the Exponent staff have done this work of human services and keep the staff and client in mind in their design. The product offers a great deal of complexity and flexibility. We launched it with 3 programs and have since grown to 9+ programs internally, added a Community portal and have many more programs built out for our external partners. This allows several nonprofits in our neighborhood to securely collaborate on families we share across our many service domains. ECM and the Salesforce platform have been able to roll with us and accommodate our many changing program and data & evaluation needs over the years. Its been a great partnership!

Transition to ECM has been very positive

We transitioned to ECM after using a legacy client information system for over 10 years. The transition was remarkably smooth. Users found the tool intuitive and easy to use, and appreciated the increased functionality – especially the ability to easily access, build and modify reports. Our transition team underestimated the time it would take to get ECM up and running for our 300+ users, but the support from the ECM team was (and continues to be) incredible.

Great experience with Exponent Partners!

Working with Exponent Partners was a great experience for our organization. We went from an old system that users were frustrated with, to a new system, Exponent Case Management. Now our users are excited to be working in Salesforce and ECM. Everyone we worked with at Exponent partners was helpful, empathetic to the major changes we were implementing, responsive, and very invested in learning about our programs in order to build us the best system possible. I appreciated the Exponent Partners team taking the time to learn about our work, which helped us to have a great implementation.

Connecting all of our programmatic efforts through Eponent Case Management (ECM)

My agency was searching for a tool to let us coordinate and track our clients in one place. One of the biggest benefits we’ve seen from ECM is that we now have that one central place to put in all of our programs & services. It’s really valuable to view clients across multiple programs, both in the past and in real time. We like that the out-of-the-box tool is already set up to map our basic business processes of intake, assessments, and case records, which would otherwise have to be created from scratch. I think the client household model is helpful as well, because we work with families, and Salesforce is not natively set up that way. Reporting has also become a lot more seamless for us. The framework is flexible enough to build other forms and features too, and for some programs we’ve configured unique components like a housing tracker. It’s been great having the support of the team at Exponent Partners; they’re really responsive!

An app developed with an understanding of nonprofit operations

In our annual IT satisfaction survey the user satisfaction with Exponent Case Management was about 92%. Most systems don’t have satisfaction that high. It’s fantastic to have a system that covers over 25 of our programs, and lets us report within and across programs. We can use the framework of ECM but customize it to each of our different services, from health to family services to employment. That was a huge priority for us when selecting a new system. We didn’t want to be tied to something that we couldn’t, to some extent, manage ourselves. The system will never really be “done” – we continue to engage with staff to make it even more useful. Staff have come up with lots of ideas about new features and we can be very responsive. Small changes like a new field or a new option on a picklist can be made very quickly, often within the day. Osborne was one of the first adopters of ECM, so we were able to work with Exponent Partners as they were developing the system. We started implementation about 3 years ago and are using a version that pre-dates the current managed package, but the framework is the same. The overall ease of use is much higher than with our old system. Entering group services is an area where users have had some difficulties, so we’ve created more user documentation and training around that. Reporting is much simpler and staff are now using real-time, custom dashboards. Direct service staff track their active caseloads and managers see real-time performance dashboards, in ways that weren’t previously possible. The application has changed the way we work -- the assistance with our work process has been very helpful. Staff get reminders of deadlines, milestones, or service follow-ups. They used to track those things in calendars or Excel or other ways that just created more work, but now that kind of tracking is built into our solution. It’s part of why staff really see value in ECM as a tool to help them manage their work.