Top 10 Things to Look for in Case Management Software

Posted in: Blog
By: Maryann Postiglione

As your nonprofit grows, you may find that your workflows become more complex and involve multiple stakeholders and time-sensitive tasks than your current systems can operate. Maybe after starting your search into case management software, you find you’re not sure which features are important in weighing out your decision. In this blog post, we aim to inform nonprofit organizations about what to look for when shopping for case management software. We will discuss the key features that are crucial for nonprofits, such as workflow automation, customizability, integration with other systems, reporting capabilities, security, mobile accessibility, collaboration, scalability, training and support, price and value.

Workflow Automation

It’s often the nature of nonprofits to have complex workflows that involve multiple stakeholders and time-sensitive tasks. The ability to automate processes, such as assigning tasks or sending notifications, can save time and increase efficiency. Automating these workflows with the use of Salesforce tools like Flows and Validation rules can improve efficiency and data quality while ensuring that critical tasks are completed on time.


Look for the ability to tailor the software to fit the unique needs of your organization’s business process. Choosing customizable case management software such as Exponent Case Management (ECM) can help tailor the platform to meet those specific requirements. This can improve efficiency and accuracy while reducing costs.

Integration with Other Systems

As a nonprofit organization, you’re likely looking for ways to streamline your operations and focus more of your time and resources on making a meaningful impact in your community. One of the most effective ways to achieve this is by integrating your case management software with other systems such as fundraising or accounting software.

By doing so, you can eliminate data silos and streamline your processes, saving valuable time that you can dedicate to making positive change. And, if you’re using the Salesforce platform for your case management software, you’ll have access to over 7000 integrated applications, including SMS texting and form-building tools.

Imagine being able to communicate with your clients quickly and easily through SMS, or generate advanced forms, documents, and e-signatures in minutes using intuitive form-building tools. By consolidating your systems into one view, you’ll be able to manage your nonprofit’s operations more efficiently, leaving you with more time to focus on what really matters – making a difference in the lives of the people you serve.

Reporting Capabilities

Modern case management software should have the ability to generate reports on the data stored in the system, which can help with decision-making and program evaluation. For instance, Salesforce’s comprehensive reporting capabilities, intuitive interface, and ability to customize and automate reports to meet specific business needs. Additionally, Exponent Case Management (ECM) offers 31 standard reports covering a range of topics, from demographics to program participation and outcomes evaluation, straight out of the box so organizations can get started right away. Your organization needs to be able to track and analyze data to make informed decisions and report on your outcomes to stakeholders, funders, and partners. 


Ensuring the security of sensitive data, such as client information, financial data, and donor information, is critical for your nonprofit to maintain trust with stakeholders and protect itself from liability. Salesforce is known for its highly trusted security model and is trusted by the US Department of Defense with its data.

Mobile Accessibility 

As your nonprofit may involve fieldwork, access to the software from different devices and locations, such as desktops, tablets, and smartphones, is crucial for service deliverability and real-time data entry. A case management system built on the Salesforce platform only requires internet access for its ability to move across mobile devices and desktops. 


Since nonprofits often work with partners and stakeholders across different locations and time zones, it’s important to have the ability to collaborate with team members or partners, including sharing information and communication tools. A built-in system such as Salesforce Chatter streamlines conversations across departments working with the same records. 


An important consideration is the ability to scale the software as your organization grows and your needs change. Your organization may experience changes in operations, such as growth, downsizing, or changes in your services. Scalability features, such as elastic computing resources, multi-tenant architecture, APIs and integration tools, customization and configuration options, and robust security and compliance features, are found in the Salesforce platform. These features provide flexibility to accommodate changes and ensure that the software continues to adapt to evolving business needs over time.

Training and Support

Transitioning your case management software needs to a new system can be a complex adaptation process, so it’s important to ensure that your staff is trained on how to use the software effectively and that support is available when needed. A training and support team, such as Exponent Partners’ Customer Success Center. can help ensure your staff is equipped to use the software by providing training materials and support resources to help users learn the software and troubleshoot issues. 

Price and Value

When shopping for case management software, it’s important to evaluate the cost of the software relative to its features and benefits, and the overall value it can provide to your organization. Working in a nonprofit, you need to ensure you are getting the most value for your investment. Evaluating the price and value of the software can help ensure that the software meets the organization’s needs while also being cost-effective. Salesforce meets the needs of nonprofit organizations by offering affordable pricing models, customizable solutions, and a range of features and benefits that can provide significant value and help you achieve your organization’s goals.

In conclusion, choosing the right case management software is crucial for how your nonprofit organization makes a meaningful impact in your community. Look for software that is customizable, scalable, and has comprehensive reporting capabilities. It should also include robust security features and be accessible on multiple devices. Integration with other systems eliminates data silos, and collaboration features will streamline conversations across departments. Finally, consider the value the software can provide for your investment. By considering these key features, I hope you can make an informed decision about the case management software that best meets the needs of your community.

If you’d like to learn more about Exponent Case Management, sign up for a live demo or contact us to learn more!