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Megan Tucker, a financial accounting supervisor, was entering invoices manually and calculating depreciating assets at the end of year, which consumed valuable workdays each year.
Using Experience Care’s financial software, she reduced the time invoicing by an hour each day and now calculates depreciating assets once a month, spending just 10 minutes each time.
Before she began using Experience Care’s latest software, Tucker would work from physical copies of invoices. She would need to click tens of times before entering a vendor’s information. And even then, items would remain pending, making it unclear what did and did not need to be edited. Another problem Tucker encountered pertained to tracking the depreciating values of assets. She would have to dedicate an entire week at the end of each year to this task. Now she is able to attach invoice details to each transaction and enter information on one screen. And she can calculate Farewell Care’s fixed assets rapidly and more accurately using Experience Care’s Fixed Assets module.
A Smoother Workflow
Enter and View Invoice Details Instantly
One concern for any financial department is having access to the particulars of previous transactions. That is why Tucker is rather satisfied with Experience Care’s new UX screen in Accounts Payable (AP), which allows users to see distributions immediately. “The new design of the invoice entry screen is making our internal workflow so much easier,” she said. “You can now easily see all invoices that are ready to pay in one view. You can also search, filter, and sort the fully paid grid to easily look up previously paid invoices in one place.”
“[The new AP invoice entry design] is saving me a lot of time.
It’s way more efficient.”
Megan Tucker, Financial Accounting Supervisor, Farewell Care
Tucker continued to say that the new functionality of invoice entry in AP gives her access to the data that she needs. “As a financial user, I need to be able to drill in and see the details [PDFs under a specific vendor’s name] on an invoice easily,” she said. “On this new user design, they made it possible to attach a PDF version of the invoice and then click in right from the invoice entry screen and see those distributions in one click. I can then go ahead and change the status to ready to pay for whenever we’re ready to cut checks. I no longer have to go digging through the vendor record.”
Just a few extra clicks to record a transaction can really add up over the course of a day. That is why Tucker is so excited about the added ability to stay on one page in the AP system. Previously, it would require tens of clicks simply to enter invoices. “You would have to close the screen you’re in, jump somewhere else, three, four clicks, and then go back to where you were initially,” she said.
This inconvenience existed because a user would have to first find the vendor—often by searching by name—then enter the invoice date and invoice amount, save the entry, and remember to add distributions. “I would have paper copies of invoices and would physically write on them the GL [general ledger] account to which I’d be looking to post the invoice number under, that specific vendor’s code, which would be on a paper sheet,” she said. “And then I would have to go into the invoice entry screen and manually add them all, one at a time, and leave them there pending in this open status until it was time for us to cut checks.”
The heavy burden placed on users resulted in a great deal of confusion. “There were something like 50 to 70 invoices just kind of hanging out there that could be edited at any point, some were maybe there by mistake,” Tucker said. “Because we didn’t have that ready to pay view like we do now, I would find myself maybe editing the wrong one or accidentally deleting something I shouldn’t.”
Needless to say, the user-friendly Accounts Payable module in Experience Care has helped Tucker work more efficiently and accurately. “You have this ready to view field that shows you your payable total, or, the total amount of checks you’re about to cut,” she said. “So it gives you a better view of that money going out.”
This technology makes the entire process more intuitive and more efficient. “I just post it, and I’m done!” Tucker exclaimed. “It’s saving me a lot of time. It’s way more efficient,” she said. Just how much time? “When I’m actually in the invoice entry mode, it’s saving me a good hour per day,” she remarked.
"When I'm actually in the invoice entry mode, it’s saving me a good hour per day."
Save An Entire Week of Work Using Fixed Assets
Every facility has assets that depreciate over time. The problem is, they come to be so many, that keeping track of them requires a specialist, like a CPA, to spend a good deal of time determining what is and is not tax-deductible. Further, tracking these manually and waiting until the end of the year can mean missing out on a number of tax breaks. “The way we did assets before, the facility literally just had an Excel spreadsheet,” Tucker said. “It was just a massive list of all of our assets.” Tucker would then be tasked with figuring out the totals for the annual depreciation of medical equipment, supplies, electronics, vehicles, and even buildings and renovation expenses. “It was very rough,” she recalled. “I would have to spend a good week on it.”
"[The Fixed Assets module] makes for more accurate financials and it saves me, personally, a ton of time."
Industry Experts Take Your Feedback Seriously
Tucker was one of the Beta users for the interface, meaning, she utilized it weeks before its official release. Like other such clients, she participates in the two user groups calls and four product-specific meetings that Experience Care holds each month with floor nurses, CNAs, and other users to improve the workflow of the point of care system. CEO Jason Long and other leaders at the company sit in, listen, and engage with the conversations.
“They show their screen and ask if there’s anything we would like changed,” she said. “And then the next meeting, they would incorporate our feedback and show the changes on the screen and ask if it was what we had in mind. Once they have a working version, they do more testing on the functionality and then ask, ‘Is it still doing what you need it to do in your day-to-day?’.”
“I’ve never seen anything like
[Experience Care’s engagement with its users]”
As someone with a background in software support, Tucker was surprised by Experience Care’s transparency and willingness to listen to its users. “I’ve never seen anything like it,” she remarked. “It’s just great, as a client, to be able to voice your opinion and say, ‘You know, I don’t understand why we need this,’ and then get an explanation or maybe they adjust something.”
In some situations, the development team would share changes that were not requested by its users but turned out to be exactly what they needed. “There might be something industry-specific I’m not aware of, and, with their expertise, they’re able to explain to me that it can do certain things or that I need to know this,” Tucker said. “Sometimes, I didn’t even know I needed that data or some of the tools they give me before they told me.”
Tucker provided an example concerning patient per day (PPD) rates. “So on the budget piece of the software, they have it functioning where you can put in the PPD number, the resident census, and it’ll calculate the budget for you,” she said. “I knew nothing about it before they told me. I didn’t even know I should be basing the budget on the number of residents we have in the facility, and then breaking down our budget given that data. PPD is something industry-specific I’d never worked with before.”
One-On-One Customer Support From a True Expert
In addition to the new features, Tucker raved about the personalized experience of using Experience Care’s software. “You get one-on-one care as opposed to just talking to a software person,” she said. Each time that Tucker calls customer support, she is greeted by the same individual, Myong Chon, a senior application specialist. “You don’t have to call in and wait in a queue for an hour to two hours and then get someone different each time. In my experience, you won’t find that anywhere else. And that goes a long way.”
Tucker mentioned the various workflows and reporting requirements involved in her work before adding, “It’s great to just have someone familiar with your daily tasks so that you don’t have to spend thirty minutes explaining your responsibilities or why you do things a certain way to someone new each time,” she said.”When I contact Myong, he already knows what I’ve been dealing with for the past year and a half and even what the facility was dealing with before I got there.”
"In my experience, you won’t find that [personalized customer support] anywhere else. And that goes a long way."
The process by which Tucker receives support is efficient and easy. “I just send out an email really quick or call and request Myong by name,” she said. “I receive an email reply right away and then a call within 15 minutes tops. He understands our internal processes enough that I don’t have to go into great detail. If I have a question, he’s already figuring it out and has an answer ready super fast.”
This support is not just personalized but also specialized. “I’d give them an A++ in terms of understanding the industry and technical side,” Tucker said. She provided an example of receiving support regarding the Bank Reconciliation module. “There was an issue where, if you voided an accounts payable check, and it was issued in a month that you had already reconciled, it would throw off your current month’s bank reconciliation,” she said. As soon as Tucker noticed the issue, she sent an email with screenshots and an explanation of the problem. “And then [Chon] called me, so I went into more detail,” she said. Chon explained why this occurred and how she could work around it. And then he went one step further. “He was able to actually put in an enhancement request for me to get the software doing things differently, to work better for our financial needs.”
Not only are Tucker’s issues resolved, but she also learns more about the software each time she contacts Chon. “Whenever I ask a question, [Chon] will bring up something new that I didn’t even know the software could do.” This, she said, reflects the approach to customer service that Experience Care embraces; the goal is not simply to resolve one issue but to help facilities operate more efficiently over time in order to achieve the best possible outcomes. “With Experience Care, it’s not just about answering the question,” she said. “It’s also giving you another thing to make your job easier. And that’s the kind of expertise that I haven’t found elsewhere.”