How ThoughtWare escaped a legacy reporting tool and never looked back

ThoughtWare's platform, ionMy, serves aged care, community care, disability care, and retirement living organisations across Australia. Embedded reporting isn't a nice-to-have — it's a core part of the product. Clinical governance, incident tracking, risk management, compliance with frameworks like ACQS, and continuous improvement all depend on reliable, fast reporting.

For years, that reporting layer was built on Izenda (since acquired by Insight Software). Over time, the relationship and the technology both deteriorated:

• The version in production became non-upgradeable, trapping ionMy on ageing infrastructure
• Performance degraded steadily over four years, causing frequent report timeouts under real client data loads
• Complex user-defined fields and multi-table joins — standard in care management — exposed the tool’s limits
• Insight Software’s proposed migration was costly, complex, and offered little guidance or support
• As a smaller client, ThoughtWare felt their needs were overlooked entirely

"Our previous reporting tool had become increasingly sluggish under this load. Insight Software showed little interest in understanding our challenges or guiding us through solutions. At that point, we concluded that a fresh start was the best path forward." — CEO / Leadership, ThoughtWare

"One of the challenges we faced with Izenda was the lack of meaningful support, even as a long-term client. No one guided us to stay current with versions or ensured we were positioned to upgrade." — Developer / Technical Team, ThoughtWare