Feature Spotlight
Our Recipe for Success
At NCT CaseWorks™, our recipe for success goes far beyond great software. It’s about building lasting partnerships, providing personalized support, and helping Health and Human Services agencies succeed from day one and beyond. From hands-on onboarding and training to responsive customer support, quarterly user groups, and ongoing education, we’re with you every step of the way.
And of course, Freddy the Frog is along for the journey! Discover how our commitment to customer success helps agencies work smarter, overcome challenges, and keep moving forward with confidence.
Our Story
But our story goes beyond software. It’s about the people we serve and the lasting relationships we build. From personalized onboarding and training to responsive support and ongoing education, our commitment to customer success is at the heart of everything we do.
Today, we’re trusted by 250+ agencies and have never lost a customer. That’s our recipe for success.
_____________<LEAP TOO>_______________
0
Onboarding & Training: Built for Long-Term Success
Implementing CaseWorks is more than installing software. Our team partners with yours throughout implementation, training, go-live and beyond to help your organization confidently transition to CaseWorks.
A typical CaseWorks implementation takes approximately 4 months from kickoff to go-live.
CaseWorks implementations typically take 3–4 months from kickoff to go live, giving us time to align your processes with the software and prepare your team for a smooth transition.
1
Implementation
Configure CaseWorks for your organization
Following kickoff, we work closely with your business representatives, supervisors, team leads, subject matter experts and IT to configure CaseWorks to support your needs.
Align business processes
Identify and prepare forms
Configure the system
Coordinate technical needs with your IT team
The system is configured, reviewed and tested in preparation for training and go-live.
2
Training Week
Learn and practice before go-live
The final week before go-live is dedicated to training. We offer multiple training sessions so users have opportunities to learn CaseWorks and gain hands-on experience in their configured environment.
Learn role-based workflows
Practice common tasks
Work through test scenarios using sample cases
Ask questions and build confidence
By the end of training week, users are prepared and confident before CaseWorks becomes part of their daily work.
3
Go-Live Week
Start using CaseWorks with dedicated support
The following week, CaseWorks goes live and users begin working with real cases. Our team provides a dedicated virtual support room Monday through Friday so users can get real-time help as they transition to everyday use.
Get help as questions arise
Work through real-world tasks
Receive over-the-shoulder support
Build on what you learned in training
Ongoing Support: Tools, Training & Long-Term Partnership
Our partnership continues after go-live. As your team becomes more comfortable with CaseWorks and your needs evolve, we remain available to help you get the most from your investment.
Continued Success Includes:
∞
Follow-Up & Check-Ins
We stay connected after implementation to understand how things are going and identify opportunities for continued success.
Ongoing Education
Our Customer Support team is available when questions arise, providing knowledgeable assistance from people who understand CaseWorks.
Accessible Support
Training resources, knowledge materials and continued learning opportunities help your team get the most from CaseWorks over time.
A Partnership Built on Trust
We build partnerships grounded in:
Transparency
Consistent communication
Personal relationships
Long-term trust
Our CEO remains engaged. Our team knows your names. Our user groups create meaningful peer connections across counties.
CaseWorks is built specifically for the professionals who rely on it every day. You should never feel like you are figuring it out alone.
When you implement CaseWorks, you gain more than software.
You gain a team committed to your success.
101%
CaseWorks Customer Support
Real People. Real Partnership. Real Results.
When you contact CaseWorks Support, you are not entering a maze of automation or waiting on anonymous replies. You are connecting with a dedicated, in-house team that understands human services, understands your workflows, and responds with urgency.
Our customers consistently tell us the same thing: we are fast, responsive, and easy to work with. That is not accidental. It is built into how our team operates.
1
White Glove Support, No Tiers
Every customer receives the same high-touch experience. There are no confusing tiers or pay-to-play priority queues.
Support is delivered by real people who are:
- Friendly, interactive, and solutions-focused
- Deeply familiar with CaseWorks functionality
- Trained in both technical troubleshooting and process-related questions
- Committed to long-term partnership
As Mike often says, the people we hire share a core value: they genuinely enjoy helping others succeed.
2
Support Channels That Meet You Where You Are
We make it easy to reach us through multiple channels:
- Ticketing Portal (no need to log into CaseWorks to submit a ticket)
- Email support
- Phone support
- Knowledge base and training videos
- Feature Request Form for future enhancements
All support is handled internally. No outsourcing. No third-party call centers.
3
Service Level Commitment
We operate under a formal Service Level Agreement (SLA) that outlines response and resolution expectations.
For enterprise customers:
- Average response time is within 5 business hours during support hours
- Timely resolution targets based on issue severity
- Clear escalation pathways for critical incidents
If an urgent issue arises, we escalate internally and coordinate across teams to resolve it quickly and transparently.
101%
What Our Support Team Handles
Our team supports both technical and operational needs. Roughly:
- 50–60% of requests involve user management and technical support:
- Adding or removing users
- Troubleshooting access issues
- Correcting mislocated forms
- Deploying updated forms
- Managing system configurations
- 40% of requests are process-related:
- Workflow guidance
- Best practices
- Clarifying how to complete tasks within CaseWorks
Additionally, we manage and update state-level forms within five business days, ensuring compliance and continuity for your team.
Customer Success That Continues After Go-Live
Going live with CaseWorks is an important milestone, but it is not the finish line.
Our Customer Success approach is designed to help agencies continue learning, improving, and getting more value from CaseWorks long after implementation. From quarterly user groups and ongoing training resources to direct access to our support team, customers have multiple ways to stay connected, share ideas, and keep moving forward.
Quarterly User Groups
Our quarterly user groups bring CaseWorks customers together to learn from one another, hear about new capabilities, and share what is working in their agencies.
These sessions are an opportunity to:
See new CaseWorks features and enhancements
Learn how other agencies are using CaseWorks
Share questions, ideas, and practical solutions
Discuss common challenges and emerging needs
Connect directly with the NCT team
The goal is simple: create a community where customers can learn from both NCT and each other.
Personal Support
Open Desk
Sometimes you do not need a formal meeting. You just need an answer.
Jimmy’s Open Desk gives customers an approachable way to connect with our support team, ask questions, work through challenges, or get a second set of eyes on something in CaseWorks.
Whether it is a quick “How do I do this?” or a more involved workflow question, our team is available to help customers keep work moving.
Tips, Tricks & Continued Learning
There is almost always another shortcut, feature, or better way to accomplish something in CaseWorks.
Our ongoing Tips & Tricks resources help users discover helpful functionality they may not have encountered during initial training. We regularly share practical guidance designed to save time, simplify everyday tasks, and help agencies take fuller advantage of the platform.
These resources are especially valuable as teams change, processes evolve, and new CaseWorks capabilities are introduced.
Online Documentation When You Need It
Training does not disappear once implementation is complete.
Customers continue to have access to online CaseWorks documentation, knowledge resources, and instructional materials after go-live. Users can revisit processes, refresh their knowledge, or find answers without having to rely on memory from an implementation session months or years earlier.
It is an always-available resource for both experienced users and new staff joining the organization.
CaseWorks Advocacy
Some of the best ideas for CaseWorks come directly from the people using it every day.
Our customer advocacy approach gives agencies a voice in the ongoing CaseWorks conversation. Customer feedback helps us understand changing needs, identify opportunities for improvement, and shape future conversations around the platform.
We also create opportunities for customers to share successful approaches, lessons learned, and ideas with the broader CaseWorks community.
A Partnership Built for the Long Term
Our job is not simply to implement software and move on.
We want CaseWorks to continue delivering value as your agency, staff, and processes evolve. Quarterly user groups, open access to support, ongoing education, online resources, and customer advocacy all help make sure your team has somewhere to turn long after go-live.
Because successful implementation is only the first chapter.
