Thanks - we are obligated to keep it another 4 months or so. Matt and Ken
are going to determine its capabilities so stay tuned. I agree it is not
very user friendly and has no reporting capability.
On Mon, May 2, 2022 at 1:38 PM Timothy Thomas <tt@homecareassistance.com>
wrote:
> Hi Angie. Please scan the email below. Maventech sounds like a nightmare.
> I need permission to move away from asap if were expected to grow.
>
> ---------- Forwarded message ---------
> From: Taneshia Persaud <teneshia.persaud@thekey.com>
> Date: Mon, May 2, 2022 at 8:09 AM
> Subject: Mavencare Jira Issues
> To: Timothy Thomas <tt@homecareassistance.com>
>
>
> Good morning Timothy,
>
> Please see attached. Anything in blue highlights any issues since the
> acquisition. Many still remain unresolved, pending investigation. I have
> been getting some push back from the tech team, stating they are able to
> proxy log in and do not experience the same problems as the caregivers.
> However, the CG states these problems still exist.
>
> When we met with Maventech's team last week, they claimed that the M+ App
> check in/out issues and booking sets are not considered "high" priority.
> However, I beg to differ. CG who are unable to check in/out via the app
> forces them to call/text the office instead which are unnecessary if the
> app worked. This adds to the workload: one to troubleshoot the issue (we
> troubleshoot IT issues, NOT the tech team), and then two, the time it takes
> to check them in/out.
>
> The portal is slow and finicky even on its best days. Some days you try to
> push jobs 3-5x before it works the way it should, as recently as Apr 14th.
> I will say these issues have been more prevalent within the last 1-2
> months. Other times the bookings show negative hours although the date,
> hours, rate and rate type are all correct.
>
> With booking sets, especially for our larger cases or those clients who
> have ongoing shifts, it takes a very long time for the system to refresh
> after each adjustment is made. When the bookings set renders an issue, we
> have to manually add in each booking/shift one by one. Most recently, even
> after you make all the adjustments, as you get to the final page to
> "confirm" your changes, it gives you an error message so you have to start
> the process all over again from scratch.
>
> There have been issues with adding booking sets not saving where we had to
> delete the entire booking set and re-add the booking set.
> Care leads and clients who are set up as automated email invoicing were
> not receiving them, this caused a lot of inconveniences. Again, this is
> very time consuming.
>
> Additionally, some of the booking sets are duplicating shifts, causing
> billing errors. Most recently, it charged $380/hr versus $380/day, and we
> had to resolve it by refunding the client. Similarly, two clients who had
> rate increases scheduled for May 1st, were charged the rate increase
> starting two weeks prior. As you can imagine, the clients were not happy,
> and time had to be spent to resolve this issue. Alternatively, some of the
> booking sets have not been showing up. If shifts are not on caregiver
> schedules, they do not go to their shifts, thus causing potential fires and
> services disruptions.
>
> Prior to the acquisition, we were warned that moving over to Stripe "may"
> wipe all of the credit card information for any new clients within a 2-3
> week period. To avoid this situation, we were tasked with going into each
> of those client files and ensuring their CC info was there. Although we
> tried to be proactive, this did not avoid the situation, and so the time
> spent to avoid this issue altogether was spent in vain. We then had to
> chase care leads in the past fews weeks to regather their CC info because
> this information was wiped from the portal. When we did gather client
> billing info, we were then unable to add back the CC info into the portal
> which caused delayed invoicing.
>
> Lastly, the portal has integrations with Salesforce which has also been
> finicky. A lot of the data inputted into Salesforce is not being merged
> over into the portal so yet again, I'm having to spend wasted time
> inputting the same info from Salesforce into the portal again and again.
> The NY sales team has also experienced this issue as recently as Apr 6th.
> For urgent SOCs, this is very frustrating.
>
> Hope this provides some clarity.
>
> Best,
> Taneshia
>
> Mavencare Jira’s
> <https://docs.google.com/document/d/1Am6btCoitx6sc9s9-FVuXUK2kNY3jhYCVxR1tTaUECU/edit?usp=drive_web>
> --
>
> Timothy Thomas
> Head of Canada Division
> Home Care Assistance
> Office: 514-907-5065
> Fax: 514-221-4265
> 4464 Ste Catherine West
> Westmount, QC, H3Z1R7
> HomeCareAssistanceMontreal.ca
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