Clean up the process
Start with the real pack, notes and administration work rather than layering another tool over the old workaround.
Completed client project · Port Kembla
From paper backup cards to one trusted workflow.
Water Walkies is a completed Ontrak client project. This case study documents the client’s approved account of the operational problem and the practical change; it is not an Ontrak product or a reusable hydrotherapy offering.
Client voice
The operation, in the client’s words.
The figures on this page are attributed to the client’s testimonial. They are not modelled projections or guarantees for another business.
The operating problem
The software could not be trusted on its own.
The client said the previous system could skip sessions in a 10-pack or add them on. Staff kept paper backup cards and stamped them each week so they could check the record.
That safeguard created a second process. The client described repeated checking, card administration and notes work as “a lot of double handling,” and estimated it was costing roughly four hours a week in administration.
The problem was therefore broader than replacing a screen: the completed change had to make the operational record trustworthy enough to remove the backup work.
What changed
One purpose-built workflow replaced the patched-together process.
Put the workflow in one system
Move the operational steps into a system the client could use as the complete working record.
Support the completed change
Respond to issues after the transition so the new workflow remained usable in day-to-day operations.
Reported outcome
Specific results, attributed to the client.
~4 hours/week
The client’s estimate of admin cost before the change.
~45 min/day
The client’s reported saving on notes after the change.
~20 min/day
The client’s reported saving on pack administration.
1 ream/week
The client’s reported reduction in paperwork.
These are Water Walkies’ own estimates and observations from the approved testimonial. Results depend on each business’s workflow, people, systems and implementation conditions.
The old system would sometimes skip sessions in a 10-pack or add them on, so we had to keep paper backup cards and stamp them each week.
For about six years, we were constantly trying to find software that actually worked for us. It created a lot of double handling. I’d say it was costing us roughly four hours a week in admin.
They helped us clean up the process and moved us onto a system that worked properly. The change happened overnight. It saved the girls around 45 minutes a day on notes.
It also saved around 20 minutes a day on pack admin, stamping cards, checking them every morning, all that tedious stuff. It’s now a complete system.
We don’t have to Frankenstein other systems in to make things work. We’ve just got the complete package.
It reduced the double handling and even saved us a ream of paperwork a week. And the guys, their backup has been tremendous. If we had any issues at all, they were straight on it and fixed it.
Transcript lightly punctuated for readability. Spoken wording is otherwise preserved from the final approved video.
Case boundary: Water Walkies is a named, completed client engagement showing Ontrak’s consulting and delivery capability. It is not a reusable Ontrak product or a definition of the industries Ontrak serves.
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