Exponent Case Management Pros and Cons

ECM is structured in an optimal way for managing case management data - custom objects are organized in a way that makes sense for our service delivery model, and is flexible enough us to change certain configurations, add flows, etc. Review collected by and hosted on G2.com.

The way services are structured (service entries vs services vs direct services) is confusing when it comes to reports. Progress notes are created using service entries, and reporting out on direct services attached to case notes is difficult to impossible in many cases. There are also various outcomes that we would like to be able to connect in reports that we can't because the outcomes we are comparing live on objects that do not have relationships. Eg. Clients who have referrals and placements. Review collected by and hosted on G2.com.

Everything, user friendly, reliable, and integrates well with other programs. Good storage capability Review collected by and hosted on G2.com.

There is nothing to dislike, it works just fine Review collected by and hosted on G2.com.

The out-of-the-box features get our program 80-90% of the way to program management. Since it's built on Salesforce, we've been able to easily close the gap with custom fields, objects, and flows. Review collected by and hosted on G2.com.

There is a learning curve for ECM administration. Also, while being built on Salesforce has advantages, it also means that ECM inherits of all Salesforce's quirks. Review collected by and hosted on G2.com.

I have about a year of experience with ECM, and so far, I like their features and customer support. Review collected by and hosted on G2.com.

Some things can be improved in terms of action buttons and other features. Review collected by and hosted on G2.com.

I had a good experience with our build team. Our consultants were knowledgeable and helped me solve issues as they arose and our project manager was great. I felt supported throughout that process. They were able to deliver a system that met our project requirements within budget which is great. Review collected by and hosted on G2.com.

There were some oversights in our architecture design that make getting the reports I need difficult. Also the support team post-implementation has not been very helpful. They take a long time to deliver solutions and often those solutions are not even what I really need. As a new system administrator I expected the support team to be there for me and assist me in building out more complex reports, but unfortunately, I've found that most of the reports that I'm not able to build myself are also too complex for the support team and it will take us weeks of back and forth and hands on support hours just to reach that conclusion.

Also, our post implementation sales process has been really frustrating. I didn't receive any communication about renewal until 3 days prior to our renewal date. At that point, I received an email from someone who I had never worked with or communicated with before without an email signature that identified their position at Exponent. The email was terse and the urgency it created made me wonder if it was a phishing scam. This created a panic as we struggled to re-sign our contract and clear everything with our financial team on such short notice. Ultimately, this led to our access to ECM being terminated for a few days which was a big disruption to our business processes. We actually had more licenses we wanted to add, but the sales process was so chaotic that we weren't able to at this time. If we had received more professional communication with more advance notice ahead of our renewal date the whole mess could have been avoided and they would have received more business from us. Review collected by and hosted on G2.com.

Handles many scenarios and tailor made for NGO case management. Lots of features such as assessments and service plans which avoid the need to have these custom built. Review collected by and hosted on G2.com.

Can be very complex to deploy - need to have strong experience with Salesforce. Not easy for a small, less-resourced NGO to take advantage of all the features. Support is expensive - Even asking questions / asking for advice about potential opportunities to deploy features is not accessible, quite reactive support model for such a complex product. Review collected by and hosted on G2.com.

An efficient way to store and manage data. Review collected by and hosted on G2.com.

The system could be better for data analysis. Review collected by and hosted on G2.com.

Versatile. Can adapt to almost all our business needs. Covers all the major concepts of a standard Human Services work flow Review collected by and hosted on G2.com.

Remote support has been challenging at times and some part of the products are not as well packaged as others (eg outcome manager) Review collected by and hosted on G2.com.

We were able to map and improve our processes, identify gaps, and develop solutions that fit our needs. We now have a 360-view oversight of our services and clients Review collected by and hosted on G2.com.

It takes time and experience to understand the extended functionality that ECM provides to out-of-the-box SFDC Review collected by and hosted on G2.com.

Having a base process and workflows to case management. Not needing to have a strong Salesforce background in order to manage and create within the system. Regular updates along with the SF updates. Review collected by and hosted on G2.com.

Not having the basics processes like intakes and service entry in Lightning or a Flow. Some limitations due to package restrictions. More flexibility to use integrations and third-party apps within the ECM workflows. Also a stronger need to cut down on data entry and have the ability to use forms to get client data into SF quickly. Review collected by and hosted on G2.com.