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SUPPORT

Support is a key part of the e-Tools service offering

When you purchase e-Tools Software applications, you also gain support, partnership and commitment from the entire e-Tools team.


SUPPORT

Our partnership with you

As an Aussie company that has supported providers for over 15 years, our partnership with you is a commitment which includes: 

  • quality software applications that are responsive to industry needs and changes
  • ongoing software assistance from a helpful and informative client support team
  • emphasis on training and general support, based on our team’s extensive experience
  • access to our knowledgeable consultants for additional advice on compliance or financial matters. 

e-Tools clients - Your first point of contact 

If you're an existing e-Tools client, your first point of contact is our Support Team, via our support portal or support email (see steps below).

This is important as it ensures your enquiry can be tracked and responded to in a timely manner. 

  • Email support@e-tools.com.au or link to our support portal.
  • You'll automatically receive a reference number when you use these methods. 
  • We will forward your enquiry to the relevant team member who will be able to assist you. 
  • If you need to follow up on the same matter, you can use the reference number provided.
  • If you don't have login access to our support portal, request free access via support@e-tools.com.au and we'll set you up in just minutes. 

Client support portal

Why use our support portal? You can lodge your enquiry by creating a ticket through the portal and monitor the status of your ticket/enquiry. The portal also contains useful resources, guides and release notes. We highly encourage you and your staff to sign up to use this free client resource. 

COVID-19 support continues for all clients

Please note our general support phone will not be attended to during the COVID-19 restrictions, as our staff are working from home. Rest assured, your enquiry will be attended to promptly via our support email system or support portal.  





Testimonials

  • Woy Woy Community Aged Care is a 94 bed facility and we purchased the eBR software program in 2010 after having successfully used the resident agreement software (NeRA). We find both programs to be very user friendly and they have saved us a great deal of time by cutting out the shuffling from inadequate software to cumbersome excel spreadsheets. The programs are integrated allowing easy information flow. The bond reports are easy to read and provide all the relevant information for both the organisation and the residents/families. The support staff were very helpful when we first set up the bond software and since purchasing the bond software a number of improvements to the system have been implemented improving the system even more. One of the best points to both programs is the immediate update of the software when any fees, retentions etc are changed thus ensuring that we are always up to date.

    Cathy Allen Woy Woy Community Aged Care Limited, NSW
  • We wanted to find a software solution that was compliant with the prudential requirements of the Aged Care Act 1997 and also had the ability to be updated with the regularly changing fees, interest rates and legal requirements, without the need for reinstalling the software. NeRA software also allows us to individually tailor our resident agreements by adding information which is specific to Samarinda Lodge. We chose the NeRA software for its easy-to-use features and its cost effectiveness.

    Katrina Thurston, Financial Controller Samarinda Lodge Inc, VIC
  • I have been using NeRA software for twelve months. I find NeRA software very user friendly, it has been a great time saver in generating agreements and ensures the admission process of residents runs as smoothly as possible. As a stand alone facility time is always a very scarce resource and this product saves a lot of time. The automatic update feature takes all the worry of fees and charges being out of date. Having the flexibility to individually tailor our agreements using information which is specific to our facility is also major benefit. The back up support is very prompt and there is always someone to talk to over the phone. I would recommend this product to any facility, large or small, stand alone or conglomerate, it is an easy and cost effective way to ensure compliance with legislative requirements.

    Michael Iles, Administration St. Michael’s Residential Care, WA


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