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Get the best from CareCubed
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WHAT CLIENTS OUR SAY
You get a lot of companies saying we can do this and that, but once you’ve paid your licence fee you don’t hear from them. We have been working closely with iESE over the past three years and it is reassuring that they come from a local government background and continue to rapidly develop the tool. We know we are working with a company focused on not just the challenges we face now but in the future too. Jonathan Wright, Strategic Commissioning Manager at Bristol City Council
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We don’t disappear once you’ve purchased CareCubed – we continue to support you every step of the way to maximise the tool’s usefulness to your organisation. Here, we run through a range of ways we can help you succeed. a not-for-profit and software supplier owned by local government our As motivation goes beyond getting clients to purchase our products. We want
Implementation support
all provider and local authority customers to get full value and benefit from the tool and we offer a wide suite of after-sales support to ensure customer expectations are exceeded every time. We are continually adding to the ways we support our clients. Currently our range of support includes:
We are focussed on delivering immediate benefits to our customers and ensuring the tool is embedded into processes. To support with this, we offer a range of training and services focused on understanding where CareCubed can help on a day-to-day basis and on a wider strategic level through our implementation partner organisation Peopletoo (see page 8 for more information). This includes a combination of CareCubed system training and, importantly, negotiation skills training to ensure users maximise the benefits of the tool and are able to successfully negotiate. In addition, flexible coaching sessions are also available based on the customer requirement. For example, this might be to support a market engagement event, work through some placements together with a mentor or help prepare for a meeting. A comprehensive package of the services above are delivered to new customers, and indeed some existing customers wanting to reimplement/reinvigorate the use of the tool.
NEW
Extra online support
A new self-service training tool is being added to the CareCubed platform to give users access to additional training support. Already available is the WalkMe tool, which provides step-by-step run-through’s to help demonstrate CareCubed processes to customers. Soon, users will also be able to access a support tool called TeachMe, an additional training support tool which will take users through the process of carrying out actions inside the tool and then test them on their knowledge.
Case studies
CareCubed online community The exclusive CareCubed online community for Health and Social Care commissioners has around 550 registered users. It is a space where clients can ask the CareCubed team questions, network with peers from across the UK, and interact with each other on common issues and share best practice. It is necessary to be part of the community to get invites to our monthly User Forums and access recordings of previous forums – please make sure you are registered. At this time, the community is not available for provider subscribers, but we are considering creating a similar space for these users.
Helpdesk support Users can access helpdesk support by completing a support webform at www.iese.org.uk/carecubed-support. This support form can also be accessed from the CareCubed Community. Our helpdesk is available 09:00-17:00 Monday-Friday (excluding bank holidays).
Referral scheme Our customer base is growing rapidly and often referrals come from an existing customer. iESE is developing a referral scheme to reward existing customers who introduce us to other organisations who take a CareCubed licence. Please do speak to others about the tool, present to relevant groups and introduce us to interested colleagues so that we can reward you for these referrals!
New support staff for CareCubed
User forums Our monthly User Forums take place on Teams. They are free to attend and help bring users together to share their experiences of using the tool and share ideas for its functionality. We have recently changed the format so that these are now chaired by a customer and focus on the biggest challenges facing the sector. iESE will also provide updates on functional upgrades and data model updates.
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We regularly publish case studies from our client base to help demonstrate how they are implementing and benefiting from CareCubed. You can read our case studies here: https://iese.org.uk/carecubed/ We are always on the lookout for new best practice examples. Please email carecubed@iese.org.uk if you would like us to develop a case study based on your innovative approach or successful use of the tool.
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Caroline Merchant joined iESE in June this year as Customer Success Manager. She previously worked in the apprenticeship sector and has also worked in the private healthcare sector. She is working alongside CareCubed account managers Craig White and Nik Jones to build relationships with all customers and provide additional support to help maximise the benefits of CareCubed. “I love working with people and I am dedicated to providing outstanding support and delivering good outcomes. I will be capturing feedback from the customers about where they need support, letting them know about new functions and helping make sure everything is working smoothly for them,” she explained.
In print and online interactive publication
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