Hartekamp Group

The relevance of our solutions, experience, and expertise becomes truly tangible when applied to our clients. That’s why we always ask our clients for feedback on their experiences with our services and products.

Below is the story of the Hartekamp Group, an institution providing care and support to people of all ages with intellectual disabilities.

Heart for Care

Ellis Oud and Astrid Sira of the Hartekamp Group are enthusiastic about their organization. And rightly so! This is clearly an institution with a heart for care, a heart for its clients, and a heart for its large, dedicated team of employees.

The Hartekamp Group operates roughly between Heemskerk and Hillegom, offering solutions in housing, work, education, and leisure activities to those with intellectual or multiple developmental disabilities. The organization provides a wide range of care and guidance, from daycare centers and after-school care to leisure and day activities. From residential and work settings to specialized care, whether short-term or long-term, the Hartekamp Group addresses every care need.

 

 

Excel Sheets

Ellis works at the client service point (CSP) of the Hartekamp Group, the starting point for care requests, liaising with all departments of the institution. Every care request goes through the CSP, making it an indispensable link within the organization.

 

“Many large organizations still use Excel sheets”

 

Ellis explains: “Like many large organizations, we were still using Excel sheets to track care requests. Matching them with the organization’s care offerings relied on the knowledge and experience of the client advisors. This was time-consuming and inefficient, creating a high demand and strong motivation to find a system that would streamline the processes.”

Qare365

By chance, Ellis and a colleague attended an information day at QS solutions, which, contrary to their expectations, turned out to be about Qare365. Qare365 is a CRM system developed by QS solutions to help care providers organize their work processes as efficiently as possible and automate where feasible.

Ellis and her colleague were immediately enthusiastic: this was exactly what the CSP of the Hartekamp Group needed! A system to streamline processes and ensure data security. A demo was organized at the Hartekamp Group, which was well received by the team manager, CSP colleagues, and the Board of Directors.

Bottom-up

The purchase and setup of Qare365 were submitted to the Hartekamp Group’s ‘projects’ working group, which coordinates and oversees all organizational projects. At that point, Astrid also came on board as the project leader.

The organization’s management was pleasantly surprised by Qare365’s capabilities, especially since it could concretely manage waiting lists and could be linked to Microsoft Power BI for efficient data collection and clear presentation.

System Setup

The project received the green light, with budget and hours allocated for its execution. Ellis mentions she underestimated the amount of work beforehand: “We spent a lot of time analyzing our processes and understanding the consequences of every adjustment to the standard system setup. In hindsight, it was good there were no templates. Thinking through processes and dependencies and making decisions ourselves is much more valuable.”

 

“Thinking through processes and dependencies independently and making decisions yourself is very valuable.”

 

Astrid adds: “Precisely mapping and digitizing the care characteristics of each of our 110 care locations and living units was time-consuming but crucial for the matching process.”

Ellis and Astrid initially struggled with translating their care needs into the technical language required for setting up an IT system, and QS solutions sometimes struggled with the Hartekamp Group’s ‘care language.’ Fortunately, this was openly discussed with the QS solutions team, leading to a strong collaborative relationship that continues to this day.

Benefits

CSP colleagues were gradually introduced to the process, including participating in working group sessions. Ellis and Astrid ensured they were informed at every project stage and provided support to transition existing clients to the new system.

The value of the new system became clear when the CSP started using it. Ellis and Astrid listed the biggest advantages:

• Transferable information – saves a lot of time, especially when a colleague is unavailable
• Uniform working method – a desk service employee enters client data into Qare365, allowing the client advisor to seamlessly take over
• Matching module objectifies the alignment between demand and supply – only 20 percent relies on the client advisor’s experience and expertise
• One version of the truth – managers always have access to current waiting lists and availability, eliminating the need to frequently consult the CSP
• Increased efficiency – streamlined processes and accessible information lead to much more efficient working methods

Periodic Maintenance and New Functionality

The collaboration with the QS solutions team has been positive. Astrid states: “QS solutions is a very approachable company. Their involvement is significant, and their corporate culture largely aligns with that of the Hartekamp Group, making our collaboration very open and pleasant.”

The system meets expectations, and when it doesn’t, it usually comes down to the user: “It’s about staying vigilant with work agreements and periodically cleaning up the system.” The Hartekamp Group has QS solutions review Qare365 annually, providing a fresh perspective for timely adjustments.

 

“The collaboration with QS solutions was and still is very open and pleasant.”

 

Additionally, new functionalities are periodically evaluated. The questions are: What is the added value for the organization and its clients? Is there capacity to implement new functionalities? Is there a budget available?

Changes requested by the Hartekamp Group, such as those due to legal changes, are handled internally when there are no system dependencies, like adjusting fields. More complex changes requiring expertise and experience are carried out by the QS solutions team.

Clarity and Data Security

As mentioned, implementing Qare365 has led to more efficient operations and streamlined processes. While wait times haven’t necessarily decreased, there is now much more clarity for clients in the registration process, such as which location they are on the waiting list for, and importantly, which location they are not.

The link between Qare365 and Microsoft SharePoint supports the Hartekamp Group’s data security protocol, ensuring client data is stored in one place. The in-house privacy and security officer monitors data security issues, providing advice on what is and isn’t allowed.

Want to Know More?

Are you looking for a CRM partner to work with you to improve your organization’s security and maximize employee productivity? Let us know! Our experts are happy to help you get started.