Customer Journey Series:Kathy and Steve Braveheart – Making the Move to Rosemark
They lived up to their name; the Bravehearts realized that switching to a better software for their home care agency was not for the faint at heart.
This is a composite customer based on several real-life Rosemark clients to show you how Shoshana Technologies and its customers interact.
Elderlove Home Care Agency
Kathleen and Steve Braveheart did their homework on homecare scheduling software when they signed a contract with Murky Software. They wanted their newly founded home care agency to start off on the right foot. Their search was clouded by flashy ads from the newest home care software company. They got caught up in the hype, the artificial buzz, and the promise of unprecedented simplicity. They hurried to sign up, and quickly learned that all the hype — was just that.
What they learned was that Murky software had received some large investments so they were really beholden to these investors for big profits. A wide profit margin is their top priority, so the customer care experience changed quickly after a deal was made. Things like evergreen clauses, a budget heavy in marketing, and predatory pricing were given precedence over a great customer experience. Feature flexibility and human contact were an afterthought in their investor dictated business model. Within a year of signing up with Murky Software, it was apparent that Murky software was not right for them.
They had heard from their friends in the homecare business, the Coffeys, about their experience with their software provider. The Coffeys have been using Rosemark for years and are very enthusiastic when praising them. Rosemark has always walked side by side as partners to them. Sometimes it’s not clear when the Coffeys are referring to Rosemark or when they’re talking about their own staff. They speak of their team at Rosemark by names not titles.
They got caught up in the hype.
Evergreen clauses, a budget heavy in marketing, and predatory pricing were given precedence over a great customer experience.
Unsavory Business Practices
Now they were kicking themselves for not finding Rosemark on their own, but there just was not any marketing presence to draw them in. Maybe they shouldn’t have allowed their search to be led by marketers. They really couldn’t say whether finding Rosemark in the beginning would have made a difference for them because they were so convinced that Murky was going to be the right choice.
They did a more thorough investigation of Rosemark, spoke to several Rosemark customers, talked to the Rosemark sales person and even met virtually with a customer care manager.
During these conversations with the Rosemark team they began to unravel just how bad their deal with Murky was. They found something in the contract that surprised them, if the Bravehearts attempted to cancel their subscription, they would have to pay out the remainder of a two year subscription. When they signed up with Murky they agreed to pay upfront for one year but didn’t know they had committed to two years.
They were so convinced that Murky was going to be the right choice.
They also discovered that hidden in the contract they had signed with Murky software was an evergreen clause. Companies often hide this type of clause in the fine print of the agreement or contract because it may cause the subscriber to bow out of a deal. These practices are impressive to investors because they know that an evergreen clause tends to keep customers signed up. The clause stated that they needed to give at least 90 day notice or they would be automatically and usually unwittingly signed up for another two years.
They learned from the Rosemark team that it is good to check the fine print of any agreement or contract before signing on the dotted line. It might even be something to consider having your business lawyer look over to uncover these kinds of predatory practices, but that is hindsight now. What were they going to do?
The fear of losing valuable records were of great concern to them. They talked it over with the team at Shoshana Technologies about this concern and after careful deliberation, the decision was made to start using using the Rosemark System. Despite having been in business for 18 months and they had a lot of data in Murky, they were determined that this was the right decision for them. They canceled their agreement with Murky and paid out the last five months of their contract. They then set up a plan with their Rosemark care manager, Wren.
The plan was to export the most data possible from Murky and import it into Rosemark.
Wren helped them understand the data migration process. The more data that could be exported, the faster the import process would be. Wren made it clear with the Bravehearts that Murky does not make certain bits of data available at all. She explained that it would probably be better to have someone at Elderlove Home Care Agency do that bit of data transfer. The Bravehearts agreed that they would help their staff handle that part of the migration.
As the data migration into Rosemark proceeded, the Bravehearts continued to use Murky. They still had a few weeks access so when the data migration team prepared Rosemark for the go live date, the Bravehearts could see the progress and go over issues with Wren until it was ready for “prime time” as they say.
The fear of losing valuable records were of great concern to them.
What a Great Data Transfer Process Looks Like
- Discuss and agree upon the data to be migrated
- What data we migrate in
- What data their staff keys in
- Behind the scenes magic
- Our engineers and support staff migrate and massage the data into Rosemark
- Our Quality Assurance team (QA) checks it over
- This QA team is comprised of members of the Engineering team, Customer Care team and Project Management
- Review the magic
- Together we look at where it all went and how it looks
- Use the old system until the “go live” date
- If all looks good, set a “go live” date soon
- If it’s not quite right, we make necessary tweaks
- Look at it together again
- If it’s all good, set a go live date soon
- If not rinse and repeat until all are satisfied, then set the “go live” date soon.
- Go live, say bye bye to the old system and don’t look back!
- All staff has been getting training in the Rosemark demo database they are ready to hit the ground running.
- Staff is getting real-time help from Rosemark staff as needed until everyone is confident.
- Ongoing support
- Phone Support
- Feature and best practices webinars
- Training Videos
- Comprehensive users guide
- Email support requests
- Rosemark Community Forum (Peer support)
- Discuss and agree upon the data to be migrated
Go live, say bye bye to the old system and don’t look back!
The Bravehearts chose to get all of their client, caregiver and referral sources demographics, schedules, historical schedules, shift data, documents into Rosemark. Financial data from Murky was not retrievable. Most other data could be added as CSV files to the document storage.
Most importantly, with all of the back and forths between the Bravehearts team and the Rosemark team making sure the data was in and in the right places, it took two and a half weeks. In another couple of weeks the team was using their new software almost like Rosemark pros. The Bravehearts had prepped their team ahead of time by letting them know that the short term pain of the migration process was going to get them the long term gain of better processes and communication and that their hard work and cooperation during the transfer would make all the difference to its success. That couple of weeks was intense collaboration between the Rosemark team and the Bravehearts and their staff. It turned out great!
Final Analysis Of Home Care Software Data Migration
In the end, the total cost of the data transfer for the Bravehearts was nineteen hundred dollars. They could have keyed it all in themselves but they realized that the disruption would have cost them in many ways. It was a relatively low cost because they understood that the real cost of time and productivity it might have cost their own team. With the partnership of the Rosemark staff it was well worth the investment to do it right and as quickly as feasibly possible.
As a result. with their home care data transfer behind them, the Bravehearts could breath easy. Just a few months into using Rosemark, Kathleen and Steve are sure they made the right decision. They have gotten more out of Rosemark in this short time than they ever did with their old software. It’s now clear how important it is to have a great team help streamline their operation. They learned, it isn’t just about the software, it’s about the people and the relationships you have with them!
Shoshana Technologies has done data migrations of every scope for customers moving from Clearcare, Hometrak, Generations, Appointmate (Delta), Axiscare, eRSP (Kaleida) and others.
Depending on the software you are migrating from, the quantity of data and the amount of historical data, a data migration into Rosemark Home Care Management System could cost anywhere from zero dollars to $3500. The cost is explored in the early discussions with our team. Please reach out — we’re happy to explore with you.
This is a composite customer based on several real-life Rosemark clients to show you how Shoshana Technologies and its customers interact. If you are interested in speaking to one or more or our customers that fit this basic profile, please let us know and we will facilitate a connection.
It isn’t just about the software, it’s about the people and the relationships you have with them!