CaseLink²

Washington Chapter 7 Trustee Switches from Previous Vendor’s Frustrating Software, Now Administers Cases with Ease in CaseLink²

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Trustee Donald Thacker in Washington state thought upgrading his software with a previous vendor would make him more productive – but it only led to disaster. Now with CaseLink², he has complete peace of mind.

From Chaos to Calm in CaseLink

Since his panel appointment in 1999, Mr. Thacker had run his practice for the most part without hiccup. But, when his then-vendor made an impromptu software upgrade in December 2015, the sleepless nights began.

“They weren’t fixing it. They never told us, ‘We know there are problems, and we’re on top of it.’ It was extraordinarily frustrating.”
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Trustee Donald Thacker

“It was horrifying, the kind of thing that would keep you up at night,” Mr. Thacker said. “We couldn’t trust the data. Why even have a software program when you have to go back in and check everything?”

With data inaccuracies straining his nerves, Mr. Thacker received no assurances from his vendor.

“They weren’t fixing it,” Mr. Thacker said. “They never told us, ‘We know there are problems, and we’re on top of it.’ It was extraordinarily frustrating.”

After seeing a demo of CaseLink Web by BMS, Mr. Thacker switched over and soon got into his stride. Then, when CaseLink² debuted in September 2016, he liked it – but hesitated switching.

“I was reluctant to change over because of the disaster with our previous vendor,” Mr. Thacker said. “But our Account Manager walked us through it and showed us why it was better, so I took her advice and did the upgrade.”

Easy Efficiency with CaseLink²

“It’s fairly intuitive even for someone like me, which is saying a lot since I’m not a computer person. Working from home, CaseLink² allows me to get stuff done easily and efficiently.”
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Trustee Donald Thacker

With CaseLink², Mr. Thacker appreciates his practice running smoothly again – even more so now that he works from home independently.

“It’s fairly intuitive even for someone like me, which is saying a lot since I’m not a computer person,” Mr. Thacker said. “Working from home, CaseLink² allows me to get stuff done easily and efficiently.”

Mr. Thacker also appreciates that he can always find help whenever he needs it.

“The BMS University tutorial videos included in the software are really helpful,” Mr. Thacker said. “Instead of constantly calling my Account Manager, I can go in and watch an 8- or 9-minute video that walks me through how to do something. That is fantastic.”

Plus, key processes like claims review and conducting 341(a) meetings are both simpler and more productive for Mr. Thacker in CaseLink².

“Entering and matching up claims is a lot easier,” Mr. Thacker said. “And filing documents to the ECF after my 341(a) meetings is really streamlined.”

“My Account Manager Melanie Patton is a lifesaver for me. Any time I have an issue, I can email her and I usually get a response the same day. For me that’s the absolute lifeline.”
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Trustee Donald Thacker

Total Satisfaction with Sterling Support

Mr. Thacker is most appreciative of the personalized support he receives from his Account Manager, Melanie Patton.

“Melanie is a lifesaver for me,” Mr. Thacker said. “Any time I have an issue, I can email her and I usually get a response the same day. For me that’s an absolute lifeline.”

“Having that one dedicated person who knows what I’m good at and what I’m not, and can help me personally based on that, makes a big difference,” Mr. Thacker added. “I can’t stress my happiness with that enough.”

For trustees not yet on CaseLink², Mr. Thacker highly recommends switching.

“I know what it’s like not knowing a software platform,” Mr. Thacker said. “You want to make sure you don’t pick the wrong product and waste a couple of years trying to make it work. So I’m always happy to recommend CaseLink².”

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