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Meals on Wheels of Southwest Ohio and Northern Kentucky Optimizing Operations and Enhancing Client Services with ServTracker
Meals on Wheels of Southwest Ohio and Northern Kentucky is dedicated to providing nutritious meals and essential services including personal financial management, senior care coordination, and transportation, to older adults and individuals in need. To ensure efficient operations and accurate data tracking, the organization implemented ServTracker in 2003. We met with Robin Rodgers, Chief Financial Officer at Meals on Wheels, to discuss their longtime usage of ServTracker over the last two decades.
Maximizing the Full Potential of ServTracker
Meals on Wheels began using ServTracker in 2003, aiming to consolidate meal services, transportation management, and other key functions into a single, streamlined system. While ServTracker had been in place for many years, Rodgers came onboard and realized that they were not utilizing the full functionality of the system. They still relied on manual processes including paper route sheets for meal deliveries, Excel spreadsheets to track client changes, and manual data entry and tracking for client services and billing.
Success Through Smarter Tools
Since 2018, Meals on Wheels of Southwest Ohio and Northern Kentucky has taken significant steps to fully utilize ServTracker, including:
- Mobile Meals App: Eliminated paper route sheets and improved delivery
- Notes Feature: Enabled better tracking of delivery changes and client
- Service Units Module: Streamlined redelivery processes and eliminated manual
- Electronic Data Interchange (EDI) Billing: Automated monthly billing, reducing manual processing
- Integration with Senior Dine System: Allowed seamless tracking of senior dining services at local
- Call Hub Integration: Enabled automated client check-ins with data directly recorded in ServTracker.
Key Benefits and Impact
Custom Queries
"One of the things that I like best about ServTracker is the queries. You can build a report to include only the specific fields that you need. You can restrict the report to specific funding sources. When done, you can export it to Excel to be used for internal reporting and external audits.”
Data Utilization
Meals on Wheels began tracking undelivered meals, which has provided valuable insights. By identifying non-served units, the organization has reduced wasted resources, improved efficiency, and optimized logistics for better client service.
“Before we utilized the system in this capacity, we knew that people weren't home, but we weren't sure how many meals were not being delivered on a daily basis. Undelivered meals have a cost to the organization. Having these stats now has prompted us to evaluate our delivery processes and make improvements. Most importantly, this allows us to reduce costs which then in turn allow us to serve more seniors.”
Exceptional Customer Service
Meals on Wheels found ServTracker’s support team to be knowledgeable, responsive, and committed to solving operational challenges. Their willingness to listen and adapt the system to organizational needs has been instrumental in achieving success.
The CaseWorthy team is very knowledgeable and informative. They listen to you and truly want to understand what your issue is. They want to solve it for you and if they can't solve it, they will find the person that can solve it for you."
Conclusion
ServTracker has revolutionized the way Meals on Wheels of Southwest Ohio and Northern Kentucky operates. By fully leveraging the system’s capabilities, the organization has streamlined operations, improved data accuracy, enhanced client service, and ensured financial sustainability. With continued advancements, the future looks even brighter for their mission to serve the community efficiently and effectively.
