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Bonterra ETO

Bonterra ETO
Formerly ETO by Social Solutions

Overview

What is Bonterra ETO?

Case management software that consolidates data, caseloads, and service delivery programs, helping users to save time and serve more people. Bonterra ETO is purpose-built for organizations looking to improve their program and case management. ETO is built in accordance with…

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Recent Reviews

ETO One of the Best!

8 out of 10
April 16, 2019
Incentivized
We use the ETO product for the entire agency although we are still in process of pushing out to all lines of business. ETO is addressing …
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Not an ideal product

1 out of 10
March 29, 2019
Incentivized
The current ETO system that we pay for is used exclusively for one program that serves clients across three different departments within …
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Thanks ETO!

7 out of 10
February 22, 2019
Incentivized
We primarily use ETO for data entry and pull reports and data sets to analyze programs, metrics and successes and challenges. It is used …
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User-friendly

8 out of 10
December 19, 2018
Incentivized
ETO is being used by a few of our programs. We are in the process of implementing it across the organization. The product is user-friendly …
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Pricing

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What is Bonterra ETO?

Case management software that consolidates data, caseloads, and service delivery programs, helping users to save time and serve more people. Bonterra ETO is purpose-built for organizations looking to improve their program and case management. ETO is built in accordance with industry…

Entry-level set up fee?

  • Setup fee required

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Details

What is Bonterra ETO?

Case management software that consolidates data, caseloads, and service delivery programs, helping users to save time and serve more people. Bonterra ETO is purpose-built for organizations looking to improve their program and case management.

ETO is built in accordance with industry security standards and includes tools that helps users to focus on advancing their missions, as well as:
  • Reduce time spent entering data into separate systems to increase overall data integrity and compatibility across use cases.
  • Deliver the best care with participant-focused features that attract new applicants, sustain connections and empower participants.
  • Work smarter with time-saving features and best practices.

Bonterra ETO Features

  • Supported: Multi-site program management
  • Supported: Advanced report building
  • Supported: Electronic signature
  • Supported: Mobile capabilities
  • Supported: Participant portal

Bonterra ETO Screenshots

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Bonterra ETO Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesUSA, Australia, UK
Supported LanguagesEnglish

Frequently Asked Questions

CaseWorthy, ClientTrack by Eccovia, and Bonterra Case Management are common alternatives for Bonterra ETO.

Reviewers rate Support Rating highest, with a score of 4.

The most common users of Bonterra ETO are from Mid-sized Companies (51-1,000 employees).

Bonterra ETO Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)0%
Mid-Size Companies (51-500 employees)40%
Enterprises (more than 500 employees)60%
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Comparisons

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Reviews and Ratings

(72)

Attribute Ratings

Reviews

(1-5 of 5)
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Score 1 out of 10
Vetted Review
Verified User
We have been using the Automated Reentry Management System (ARMS) suite of ETO Social Solutions since summer 2015. We have different applications related to managing and tracking incarcerated individuals in at least 33 institutions for various programs including the California Identification Card Program with DMV, operated by DAI (Division of Adult Institutions), and DRP (Division of Rehabilitative Programs), etc., for the California Department of Corrections and Rehabilitation (CDCR). The software is supposed to allow manual entry of individuals in a comprehensive timeline of events through touchpoints within a tailored dashboard.
  • The main dashboard page/portal is attractive in color and font design.
  • Honestly I'm really trying to be fair, but there is nothing this software does particularly well from the users standpoint.
  • Some of the support staff have been responsive over the years.
  • Still waiting for a seamless connection with SOMS (Strategic Offender Management System which is CDCR's main software for the State). We have been promised these two systems would speak to each other, but there has been zero progress in 6 years, and locally, ETO blames SOMS which is not helpful since SOMS is robust and functional unlike ETO-ARMS. Human manual entry of data dumps has been the "solution".
  • The interface is far from friendly or intuitive. It also has serious functionality issues. It requires multiple duplication and excessive clicks for data entry (ex: entering the same date multiple times, not showing pertinent required info on the same screen, not remembering last entries and ERASING previous data entered when entering new data, using different terms for the same action, disallowing some corrections, not speaking to itself on basic logic - like having to enroll an individual profile just so you can tell the software to un-enroll him in 3 different fields etc). Another big problem is the reports generator cannot be trusted as the data is often wrong or dated (perhaps because it requires data from SOMS which speaks a different language).They don't understand how to filter previous entries and terms, so the coding is probably defective or misunderstood at the root. This is taxpayer funded programming that the state legislature requires for budget decisions. Entry touchpoints have fundamental basic flaws and reports are basically garbage. We have so many examples of issues...too many to list here. 2-3 years ago a team was set up to assess contract renewal with ETO, and despite multiple examples of problems submitted, we have zero progress, the team was disbanded and the contract renewed.
  • I understand that the issues we are dealing with may have more to do with the way our product was customized for California, and not necessarily the software's inherent capabilities, but either way, the ARMS part of ETO has become somewhat of a running joke. Even an ARMS support Manager admitted to me that ARMS "sucks". In my honest opinion the entire ARMS suite should be trashed and rebuilt with consultations from actual users. It is costing countless man-hours of lost productivity and employee frustration. Sorry but we have been dealing with these problems for years.
ETO Social Solutions should be avoided until they start caring about the problems generated by their software. In regards specifically to the ARMS suite utilized by the entire state of California, until the ETO software learns how to speak with SOMS, and unless it can be customized by knowledgeable people who consult with front-line users. It is not appropriate to provide the state legislature with bad data. I have 6 years of experience with it and I have multiple sources of agreement from fellow users throughout the state.
  • That's not my wheelhouse so to speak, but I [think] hundreds of thousands of dollars if not millions have been wasted in lost productivity due to this flawed software.
6 years of experience dealing with a poor interface, unreliable reports, and broken promises with virtually zero improvements. I have too many issues to list but have an entire file if anyone ever shows interest from a site Manager. I listed some of the issues in some of the first questions in this review and I appreciate the opportunity to share my experiences.
6 years of sub-par support. The local team tries but they are hampered by bad software design and a fundamental lack of knowledge about the end user's experiences. Not much else to say except even our Divisional ETO-ARMS support Manager expressed frustration with the software.
Site Managers and Office Technicians. Contract Service Providers and Executive Staff in Headquarters
Consultants who have experience with departmental terminologies and requirements, and who can manage projects with strong technical and people skills.
  • Supporting and managing multiple programs related to helping Inmates re-enter into society.
  • Tracking the CAL-ID program as required by law. PC3007.5
  • Tracking the progress of the ISUDT participants at 33 Institutions.
  • None
Worst software I have ever used in 21 years.
Not sure not my decision. We do have an ARMS support team of at least 2 individuals, and they are usually responsive, but I rarely bother them anymore as I have come to a state of acceptance that they can only provide band aids and not fix the disease. I find work-arounds or
Yes
No it was never resolved and is still a major issue that should be more characterized as a design flaw than a bug.
On a few occasions I requested data corrections and they were corrected very promptly within the same hour. This is a good reflection on support staff obligated to resolve issues generated by this less than smart software.
April 26, 2019

Mixed Review

Score 6 out of 10
Vetted Review
Verified User
Incentivized
It is used by the entire organization. ETO quantifies our results for reporting to funders.
  • Lots of customization available
  • Clean design
  • Frequent performance issues.
  • Many features feel 'grafted' on without a full scope consideration of how they could be best integrated into the existing interface. The result is a congested array of settings UIs that require the primary user to develop and maintain workflow checklists off of the site itself.
  • Reporting tool has numerous performance and design flaws.
Very helpful for tracking client records; leaves much to be desired as a reporting tool.
  • We are not a business (non-profit/NGO), so none.
A high degree of customization, poor performance, and design. I did not select ETO (predates my time here), so I can't speak to that.
200
Front line staff, Case Managers, Program Managers, Program Directors, and assorted administrative staff. In terms of business functions this means direct service providers, their managers, and teams of support staff. ETO is used by the direct service staff to record provision of services and as a field notebook to support case management, while admin teams use it to quantify and report out on the key metrics of interest to funders.
1
Just myself! I am the only admin at our agency, and am responsible for training, maintenance, support, and improvements. My manager has some knowledge but at the moment I am the only FTE capable of executing the above functions. These functions require attention to detail, project management skills/tools, customer service orientation, an iterative approach (for design and redesigning improvements), and public speaking (for the trainings).
  • Quantifying program outcomes
  • Reporting out key metrics to external stakeholders
  • Field notes for frontline staff
  • Supporting supervision conversations between managers and reports
  • Digitizing workflows (requires add-on)
Despite some challenges with the software and ongoing areas of improvement, we have so much data invested in the system now that it would be tremendously disruptive to switch platforms. Turning that battleship would require a much more urgent problem with the current platform, which does most things we need it to reasonably well. We're not a "10", however, because we are passively always considering alternatives and if another platform that provided similar functions approached us we would almost certainly take the call and do our due diligence.
Yes
A single excel spreadsheet, which had gotten far too difficult to work with across our growing agency, and a SQL database system which we still use parallel to our use of ETO to track a few slightly different metrics. The excel spreadsheet was simply a vestigial relic of the days our agency operated at much humbler scale.
  • Price
  • Product Features
  • Product Usability
While I was not with the agency at the time of selection, I know that ETO was especially appealing to us as a platform that was grounded in the work of other non-profit service providers and was set up to best facilitate that sort of work. Additionally, it includes features such as alert functionality and reporting that we knew we needed.
Difficult to say as someone who was not present for the actual process itself, but if I were able to go back in time and be present in the conversation I would raise some of my concerns about the reporting tool (ETO Results) and make sure we had done our due diligence evaluating other platforms with reporting functionality.
  • Don't know
  • Imposible to say, as I was not present for it
Hard to say, as I was not with the agency at the time. However, based on our use of the software ~5years later I can say that there were no catastrophic design choices made during implementation that have become unduly burdensome as we've scaled up.
  • Online training
  • Self-taught
Really good trainer and exhaustive curriculum covered, but ETO is a complex enough system that you don't *really* know how to use it until you've been in the trenches for a few weeks. For instance, I took a Report Writing training and emerged with some fluency in the reports interface and a vague understanding of the process, but immediately encountered a legion of instance-specific idiosyncrasies that would have been totally impossible to address in a webinar training for a dozen folks from different orgs working in different instances.
Definitely not! This is a highly complex software with labyrinthine and interlocking settings UI's that require a carefully established workflow, as making changes to one part of the site can adversely impact others without warning. I find the product difficult to use even WITH training, let alone without any! I do frequently need to self-teach new features, but it is my grounding in the rest of the functionality (achieved through taking online trainings) that gives me confidence to do so.

Very helpful individual support staff, who have strong customer care orientation and have gone out of their way to learn more about our instance to be better advocates for our needs within the development cycle. With "how do I..." questions this team does a great job, and I am often very pleased with the handling I receive.

That said,technical issues that rise to the level of needing backend fixes from developers take much longer to address and resolve. I don't know if it's an issue of communication or developer time, but those issues can go unresolved for long periods of time.

Yes
I report bugs frequently. Often, the support team can identify a setting that needs to be toggled, which is fantastic. Sometimes they need to escalate the matter internally which can lead to a few days lapse between bug reports and resolution. More problematically is when bugs require backend fixes by the dev team, as this can easily become a prolonged fix taking weeks (or months) to see movement.
Yes! Recently my account representative went out of their way to set up a time for a "reverse-demo", where I took them on a tour of our instance. They asked some thoughtful questions, and by the end of the 30minute demo had achieved a deeper understanding of some of the idiosyncratic design choices we made with our instance. This will enable them to better advocate for us internally during the development cycle, and anticipate how new features might impact our work. On a deeper level, this demonstrated an ownership and partnership mentality that I am grateful to have in support staff.
  • Participant lookup
  • Switching between programs
  • Reporting! (ETO Results)
  • Creating new programs
  • making changes to existing data objects - not much clarity around what metadata survive these changes or what parts of ETO will be impacted by changing naming syntax etc
No
As a technically savvy person with experience learning new database software systems I find ETO relatively straightforward now that I've been trained in it's use. However, many of our staff are less technically savvy and the learning curve for ETO can be grueling for many, who require frequent troubleshooting and support from me. Additionally, there are small quality of life improvements that would increase usability even for me - such as allowing multiple tabs to be open simultaneously or being able to use the browser's "back" and "forward" buttons.
The core product scales well, and we've grown quite a bit as an agency during our use of ETO. However, there are some real pain points particularly around creating new programs and managing report universes that require extensive offline checklist resources and a full-spectrum understanding of how changing settings in one part of ETO can have downstream impact in other areas. This can introduce a "chilling" effect on proposed changes to the system, where there is strong incentive to leave things as-is to avoid unforeseen consequences.
Routine maintenance is announced with plenty of lead time, and the few times I've been unable to log in to the system properly a simple refresh was all that was required to fix.
Mostly really strong now, although I understand that for some years before switching their hosting service to AWS performance was a real issue with ETO and we had frequent problems with pages timing out or other glitches stemming from performance issues. With AWS that is mostly a thing of the past, although it is still a major issue with the reporting tool which is unable to run reports on the entire database due to performance limitations, instead requiring admins to define universes prior to running queries.
Unsure, as I was not present for sales process.
Mostly good. I know that for some time immediately after sale we had a lot of difficulty reaching anyone who could help us with support issues, but I am also aware that after a personnel shake up at Social Solutions this has changed dramatically and now they are mostly a pleasure to work with.
I don't have sufficient knowledge to speak on this matter
Very important to be persistent! I sometimes need to send follow up one or more follow up pings to get issues resolved. Also, use the Ideas Portal for any issues that don't get addressed and post the link on their internal forums so others know to go upvote your ideas (otherwise they'll never go anywhere).
April 16, 2019

ETO One of the Best!

Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use the ETO product for the entire agency although we are still in process of pushing out to all lines of business. ETO is addressing our issue if evaluating outcomes for participants when receiving multiple services. It also allows us to customize for our unique programs.
  • The ability to design touchpoints and reports is very powerful with ETO
  • ETO support services is another strength they are extremely helpful when you have issues
  • ETO is continuously improving on the product which gives us more ability to improve
  • Would love for them to have a module for HUD Housing Counseling
I believe if you truly want to track outcomes ETO gives you the ability to do this very well. If you just want a case management software this maybe more than what you need.
  • We have not worked with the software long enough to get a good assessment of the ROI
We found ETO to much more user friendly and much easier to customize for our needs in house.
MIP Fund Accounting (formerly Abila MIP)
8
We use it for our Workforce Development Department, Volunteers Dept and our Grants Administration Dept
1
Experience with databases and various software applications
  • Case Management
  • Volunteer hours tracking
  • created a grants administration program to track grant submissions and awards etc...
  • We plan on moving all of our Emergency services programs over to ETO just need to figure out how to maintain our CoC database at same time
We like the flexibility with the software to design to our needs
Yes
It has partially replaced ServicePoint
  • Product Features
  • Product Usability
We like the ability to customize to our needs.
We would only change our implementation partner. We should have selected Social Solutions as the implementation partner.
  • Third-party professional services
Omni provide implementation services.
Yes
We had two phases but due to several issues we only made it through one phase
Change management was minimal
N/A
  • They did not understand our organization structure and needs
  • We had issues with CoC sharing of data between systems
I believe if we would have gone with Social Solutions we would have had a better implementation as we are still struggling to complete
They are very responsive to all requests
No
I was having a report issue and they worked closely with me to resolve
  • Touchpoint Design
  • Creating new programs
  • Report design when using multiple touchpoints can get complicated
Yes, but I don't use it
I find their system to be very intuitive to users.
March 29, 2019

Not an ideal product

Score 1 out of 10
Vetted Review
Verified User
Incentivized
The current ETO system that we pay for is used exclusively for one program that serves clients across three different departments within our organization. It was purchased to serve as a case management tool, as we currently do not have any technology infrastructure to serve this purpose. It was also selected for its data collection features that would permit us to pull data about clients in this program.
  • The administration of user accounts is easy to learn and manage.
  • Creating touchpoints is relatively straightforward.
  • The chat feature for help/support is really useful.
  • The user interface is not intuitive and exceptionally difficult for non-tech savvy people to learn.
  • The system is not as customizable as we were led to believe at the initial purchase.
  • The system does not interface well with other systems. Organizationally we are moving towards data integration, and we will likely replace ETO because of this limitation.
  • Considering the limitations of the system, the cost is quite high. We've seen only marginal benefits of this system over pen and paper, and the ROI is not promising.
  • The initial build process was very frustrating. We didn't understand what the developer was billing us for. Something like simple touchpoint forms was billed for more hours than it would seem to require.
  • A system like this should be both fully mobile compatible and have offline functionality.
  • We would benefit from more nuanced security settings.
I have a difficult time imagining a scenario where this would be an optimal solution. In our current program that is using ETO, we have many external partners that need to be involved in client care. However, the external partners refuse to use ETO because it is redundant to their existing systems (and we cannot link ETO to their existing databases). Our staff operating this program are largely field-based. ETO is a barrier for them because they can't use it on their mobile phones, and there is no offline capability. Many of the buildings that our clients meet with their providers in (such as hospitals and long-term care facilities) are old buildings that block cell signals and don't have WiFi. It's severely burdensome for staff to have to take notes on paper when meeting with clients in these settings and then have to type it into ETO later.
  • I do not believe that we have had a positive ROI on this investment. The features are too limited to really add value to the work we are doing.
  • Prior to purchasing and implementing ETO, we used pen and paper. With ETO fully implemented, the time spent by our data analyst on collecting information has decreased by about 60%. However, the time spent by the case managers entering data into the system has roughly doubled. Additionally, we have not been able to fully replace the pen and paper. For things like external referrals and taking notes when no internet connection is available, our case managers still fill out paper forms and rely on archaic methods such as faxes to share information.
We originally built our program around SharePoint and were dissatisfied by the lack of transparency it provided. We then moved to ETO, primarily because it was the cheapest of the other solutions that we looked at. Now, we are realizing that we are not getting any real value from our ETO system, so we will likely be investing in a more sophisticated system.
When I have a simple issue and chat is available, the issue usually gets resolved really quickly. If a have a complex issue, it can take months to get resolved. During this time typically have no idea where my help request is or what or who I am waiting on to respond.
Yes
No, it took far too long to be resolved.
  • Referrals
  • Creating a new dashboard
  • Following up on touchpoints/referrals
  • Searching for inactive clients
No
This system has been fairly well adapted by our staff who are very tech-savvy, particularly those who have previously worked in an EHR. Those who are less tech-savvy or who have really specific needs from this system (such as printing out a certain touchpoint) have struggled immensely.
January 26, 2018

ETO Review

Gail Bowman | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Social Solutions ETO is currently being used in the workforce and economic development division. It's an excellent program to track data for grant outcomes as well as for applying for grants. The software is user-friendly and easy to customize to your needs. It also allows for real-time data reporting.
  • Social Solutions ETO tech support is awesome. They assist you in a reasonable amount of time.
  • Social Solutions ETO query wizard is excellent, it allows you to extract data that is important to an organization at that particular time.
  • Social Solutions ETO is very user-friendly and you are able to customize the software to the organization's needs.
  • When Social Solutions ETO made the decision to convert to the touch points system which is really great, they should have converted the customized data that organizations were using for free. Customers put in a lot of work customizing ETO to address their needs. The task was time consuming and there should be a why to convert the existing efforts, reports, etc.
  • The platform that ETO runs best on currently is Internet Explorer, it should be browser friendly.
  • I would like the ability to send participants group text messages, however, when Social Solutions has add-on features there is always a cost involved and some features I believe should simply be included as technology changes.
Social Solutions is well suited for data tracking and reporting of outcomes. It allows us to see exactly how much time we are spending with participants as well as the dollar amount being spent on them and what was the outcome. It allows for participants' stories to viewed in totality. We had a difficult time using Social Solutions ETO on the job development side. We worked for several months to a year attempting to customize the software to allow for job postings and tracking all data to related to the posting.
  • Social Solutions ETO had played an important role in our workforce development area. It allows for us to view real-time data and make important decisions.
  • Social Solutions ETO has allowed us to see how multiple funding streams attribute to the success of our participants.
  • Social Solutions ETO allows for us to keep funding streams separated along with the outcomes that relate to the multiple grants as well as the participants.
Salesforce is currently being used as a requirement of a few grants that we currently have. G*Stars is another popular Workforce Development software that several of our Workforce Development Agencies are using. Preferably for us, we use Social Solutions ETO. I believe all data tracking software's have their pros and cons. Currently, ETO is providing what is needs for data tracking for our area at the college.
46
People in my organization using Social Solutions are Intake Records Processors, Instructors, Program Assistants, Coordinators, Managers, Administrators and the Associate Vice President of Workforce and Economic Development.
2
The skills required to support Social Solutions ETO: data management skills, computer knowledge, the ability to write queries, understand and customize data, communication skills and the ability to follow instructions.
  • Grant management
  • Participant support need to be successful
  • Track outcomes
  • To tell a participants complete story
  • To keep grants separate as well as braid funding to support participants
  • Customized data tracking and reporting
  • To secure additional funding to support participants
  • To provide stronger communications between case managers and their participants
The software is working for us. We have been using the software since 2004 and if it's not broken it doesn't need fixing nor replacing.
No
  • Product Features
  • Product Usability
  • Analyst Reports
Workforce Development is a grant funded operation. We need a why to track grants as well as their outcomes in a real time environment. Most state and federal grants dictate the desired software to track data and often times reports take 24 hours to run therefore having access to real time data is often time crucial. Here at Workforce & Economic Development we us both systems.
I wouldn't change a thing, ETO was the right choice for us and have proven to be extremely beneficial is providing what is was designed to do.
  • Group functions such as tracking attendance.
  • The ability to write queries.
  • The ability to customize the system for an organizations particular needs.
  • Although I think the touch point system is awesome, recreating all of the efforts and customization that we have done over the past 14 years would be extremely time consuming as well as cumbersome.
Currently, to my knowledge, ETO only performs well when using Internet Explorer. The software should have the ability to perform on all browsers.
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