C h a l l e n g e

Without a contact management solution, Pathways Home Health & Hospice was unable to centrally control data, provide group access to calendars and other critical information, and track staff performance or referrals.

S o l u t i o n

Implement ACT! by Sage to gain centralized control of contact data and enable mobile access to field staff. Add Contactivation's vertical solution, HomecareCRM, to further support Pathways Home Health & Hospice business goals.

R e s u l t s

Pathways Home Health & Hospice now manages all contact-related data in HomecareCRM for ACT!, providing workgroup access that strengthens communication, enabling execution of targeted mailings, and generating dynamic reports to drive ongoing improvements.

Pathways Home Health & Hospice Remedies Data Management Challenges

To provide care to nearly 7,000 patients and families, Pathways Home Health & Hospice must maintain very high levels of client service, communication, and organization. However, the community-based, not-for-profit home healthcare provider didn’t consider using a contact management solution to facilitate their efforts until recently.

For more than 25 years, Pathways Home Health & Hospice staff has maintained contact records in personal documents, spreadsheets, binders of business cards, etc. At an organizational level, they were able to save very basic contact data (name, address, phone number, etc.) in an in-house database, but had no way to manage cumulative information such as notes and history and no way to access calendars as a group.

The company endured the typical challenges that stem from incomplete and non-centralized contact data. When people would leave the company, they’d often take critical information with them. Also, the organization’s Community Education Coordinators (CECs) weren’t able to see the actions taken by other CECs, which resulted in overlapping efforts and wasted time.

Choosing a Long-term Solution

Seeking a permanent change to their data management situation, Pathways Home Health & Hospice began comparing leading contact management and CRM vendors. The company designated a task force to compile requirements and examine solutions. The task force selected ACT! by Sage Premium based on ease-of-use and its long-standing reputation as the #1 contact and customer management solution.

After choosing the vendor, Contactivation, the task force then determined which solution to implement and it's usage. They developed a comprehensive implementation plan, documented standards for use, defined security levels, and determined training criteria.

Working closely with their Sage Software Business Partner, Contactivation, Pathways Home Health & Hospice implemented HomecareCRM for ACT! and imported approximately 2,500 contact records from their existing database. They then worked side-by-side with the partner to design and deliver employee training.