Client Management Systems - Home Aged Care
Client Management System (CMS) Top 3 Evaluation Report
Introduction
This report presents the independent views and professional opinions of the consulting team at THREEDIGITAL. The findings reflect a point in time assessment of three leading Client Management Systems used in the Australian aged care and community sector. These views have been formed through a structured review process that included vendor demonstrations, analysis of product information documents, and reference checks with providers currently using the systems.
A strong emphasis in this assessment was placed on pricing and value for money. We understand that aged care providers are focused on achieving efficiency and return on investment, which is why significant weight was given not just to product features, but also to per licence pricing and vendor implementation costs. In several cases, systems that demonstrated affordability and ease of rollout were rated higher than those with more complex feature sets. This reflects the priorities we are hearing from providers who are seeking practical solutions that balance capability with cost.
All of the systems reviewed in this report are capable of supporting compliant and effective service delivery in aged care. Each product brings its own strengths and level of complexity. This report aims to distinguish those differences so that providers can make informed decisions based on their organisation’s needs and internal capacity.
While the ratings and comments in this report are grounded in multiple sources of evidence, including demonstrations and sector feedback, they remain the views of THREEDIGITAL. We strongly encourage providers to conduct their own detailed review of each system before making any final decisions.
Summary
All three platforms reviewed in this report are capable, proven systems currently in use by aged care and home care providers across Australia. Each can meet the core operational, compliance, and client management needs of organisations delivering services under programs such as Home Care Packages (soon to be Support at Home), the Commonwealth Home Support Programme, and the National Disability Insurance Scheme.
Sandwai stands out for its strong overall value, combining low-cost licensing and implementation with practical tools for rostering, budgeting, transport, and care planning. It is particularly well suited to providers of all sizes looking for a straightforward, easy-to-use system that delivers reliable day-to-day functionality and ISO-certified data security.
Lookout Way brings innovation and advanced functionality to providers managing complex care programs, including those with contractor-heavy models. Its configurable dashboards, observation capture tools, and live risk tracking features make it a strong fit for organisations with the internal capability to support a more sophisticated implementation.
AlayaCare offers a broad and deeply configurable enterprise solution with strong mobile tools, integration potential, and clinical planning features. It is best suited to larger providers with internal IT and project resources who are looking to scale, customise, and integrate systems across multiple services and funding models.
Each of these systems can perform the essential functions needed in aged care and home care. The right choice will come down to organisational fit, internal capability, service model, and investment appetite. Conducting a structured internal review and engaging with vendors through demonstration and reference checks remains the most reliable way to ensure a successful long-term CMS decision.
Findings
1. Sandwai
Rating: 4.75 / 5
Ideal for: Providers of all sizes seeking a cost-effective, ISO-certified system with strong scheduling, finance, and care management.
Overview:
Sandwai delivers excellent value with a rich feature set, ease of use, and strong client feedback. The recent addition of a fully integrated case management module and its ISO certification position it as one of the most complete and competitively priced systems in the market.
Key Features:
New case management functionality (structured care planning and notes)
ISO-certified, with strong data protection
Travel-aware smart rostering and route optimisation
Real-time budgets and automated statements
Seamless integration with Xero
Client/representative and contractor portals
Strong support team with a co-design approach
Easy to use UI design, very efficient and easy to learn
Supports:
Support at Home
Home Care Packages (HCP)
Commonwealth Home Support Programme (CHSP)
National Disability Insurance Scheme (NDIS)
Private Services
Department of Veterans’ Affairs (DVA)
Mental Health
Brokered services
Considerations:
Historical reliance on CSV uploads (now improved)
Advanced contractor management coming soon
2. Lookout Way
Rating: 4.5 / 5
Ideal for: Providers seeking innovation and oversight, especially those managing complex care teams or contractor networks.
Overview:
Lookout Way brings innovative features to the sector, including risk monitoring, flexible dashboards, and a strong contractor management suite. Its origin as a provider-built system gives it practical alignment with sector workflows.
Key Features:
Real-time observations and alerts from the mobile app
Contractor onboarding and compliance checks
Customisable dashboards
Remote monitoring and risk tracking
Strong scheduling tools with shift bidding
Supports:
Support at Home
Home Care Packages (HCP)
Commonwealth Home Support Programme (CHSP)
National Disability Insurance Scheme (NDIS)
Private Services
Mental Health
Contractor-based Services
Considerations:
Higher implementation cost
Training and support feedback is variable
Some functions require hands-on configuration
3. AlayaCare
Rating: 4.0/ 5
Ideal for: Enterprise organisations with the scale and internal resources to configure and manage a highly flexible CMS.
Overview:
AlayaCare offers extensive functionality and customisation, making it suitable for large organisations with technical teams. Its integration capabilities and international maturity are strengths, but the system is expensive and more complex than others in this list.
Key Features:
Deep API and middleware integrations
Advanced rostering and care planning
Mobile apps for field workers and clients
ISO 27001 accredited
Strong support for clinical workflows
Supports:
Support at Home
Home Care Packages (HCP)
Commonwealth Home Support Programme (CHSP)
National Disability Insurance Scheme (NDIS)
Residential Aged Care
Disability Services
Private Services
Considerations:
Not as intuitive for intake or tasks
Complex implementation and high learning curve
Premium pricing and support model
Cost is high
| Feature | Sandwai | Lookout Way | AlayaCare |
|---|---|---|---|
| Rating | 4.75 | 4.5 | 4.0 |
| Smart rostering | ✓✓✓ | ✓✓✓ | ✓✓ |
| Lead and intake management | ✓✓✓ | ✓✓ | Limited |
| Case management tools | ✓✓✓ | ✓✓ | ✓✓✓ |
| Contractor portals | ✓✓ | ✓✓✓ | ✓✓ |
| Client and representative portal | ✓✓✓ | ✓✓✓ | ✓✓ |
| DEX and PRODA integration | ✓✓✓ | ✓✓✓ | ✓✓✓ |
| Self-management support | ✓✓ | ✓✓ | ✓✓ |
| Finance integration (Xero etc) | ✓✓✓ | ✓✓✓ | ✓✓✓ |
| ISO certification | ✓ | SOC2 (pending) | ✓ |
| Pricing and affordability | ★★★★★ | ★★★☆☆ | ★★☆☆☆ |
| Best fit for | Providers of all sizes | Contractor-heavy and tech-forward teams | Large multi-program providers with internal IT |
Conclusion
All three platforms reviewed in this report represent leading options in the Australian aged care and home care software landscape. Each system is capable of supporting compliant, efficient, and scalable service delivery across major funding programs such as Home Care Packages (soon to be Support at Home), the Commonwealth Home Support Programme, and the National Disability Insurance Scheme.
Sandwai continues to stand out as the most cost-effective and well-rounded system, offering strong functionality across rostering, budgeting, care planning, and case management. Its simplicity, ISO certification, and ease of implementation make it an excellent fit for providers of all sizes seeking practical and sustainable digital tools.
Lookout Way brings a more sophisticated and innovative approach to service delivery, with advanced contractor management, real-time observations, and risk dashboards. It is well suited to providers managing more complex or distributed workforces and those with internal capability to support a highly configurable system.
AlayaCare remains a robust enterprise-level option for large providers with internal IT resources and multiple service lines. Its flexibility, integration capacity, and mobile features are powerful, but it requires greater investment and technical involvement to realise its full potential.
Each of these systems is capable of doing the job. The right choice depends on your organisation’s internal capability, service mix, and strategic priorities. As these are often long term decisions that shape how care is delivered and managed for years to come, we strongly recommend that providers take the time to conduct a structured review, engage directly with vendors, and assess the platform fit based on practical needs, not just features.
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Disclaimer
The information contained in this report represents the professional opinions, interpretations, and assessments of the consulting team at THREEDIGITAL as of the time of publication. This content is intended solely for general informational and comparative purposes and must not be construed as legal, commercial, financial, technical, or other professional advice.
All evaluations, scores, and conclusions are based on product demonstrations, documentation made available to us, vendor-provided responses, and industry knowledge available at a specific point in time. The content may not reflect the current state of functionality, pricing, compliance, performance, or support capability of any of the systems mentioned. Client Management Systems (CMS) are subject to frequent updates, evolving compliance standards, new feature releases, and policy changes from vendors or regulators. THREEDIGITAL makes no representations or warranties (express or implied) about the completeness, accuracy, suitability, or timeliness of any of the information provided.
We strongly recommend that organisations conduct their own independent review, including technical due diligence, commercial analysis, stakeholder consultation, reference checks, live demonstrations, and legal evaluation prior to making any purchasing, contractual, or implementation decisions regarding any software or system mentioned in this report.
Any reliance placed on the information contained herein is strictly at the reader’s own risk. Three valley Investments Pty Ltd, its directors, partners, employees, agents, and subcontractors expressly disclaim all liability (including but not limited to direct, indirect, incidental, special, consequential, or punitive damages) arising out of or in connection with the use of or reliance on this report or its contents.
This report does not constitute an endorsement or guarantee of any vendor, product, or solution. Names, features, specifications, and claims may be subject to change without notice.
For further clarification or advice tailored to your organisation, please seek independent professional guidance.
About THREEDIGITAL
THREEDIGITAL is a trusted consultancy focused on delivering digital transformation, IT strategy, and technology implementation services across the aged care, home care, disability, and community services sectors. With decades of experience, our consultants have supported providers throughout Australia to evaluate, select, and implement Client Management Systems (CMS), improve digital maturity, and respond to significant sector reforms.
We specialise in helping organisations align their technology with key Australian funding programs and compliance models, including Home Care Packages (HCP), the Commonwealth Home Support Programme (CHSP), the National Disability Insurance Scheme (NDIS), and the evolving Support at Home reforms. Our team brings deep sector knowledge and practical insight to help providers stay compliant, efficient, and ready for growth.
Our consultants provide end-to-end support throughout the system lifecycle, from requirements discovery, vendor engagement, procurement, and workflow design, to implementation, training, and post-go live optimisation. We understand the pressures and complexities providers face in adapting to Support at Home and other industry changes, and we deliver frameworks that make system selection and rollout both structured and future ready.
At THREEDIGITAL, we do more than provide advice. We embed ourselves in your organisation to guide implementation, integration, and continuous improvement. Our reputation is built on independence, trust, and our commitment to delivering meaningful outcomes for care providers of all sizes across Australia.