Lumary

Lumary + Salesforce appears to be the only viable solution on the market for managing large volumes of client data and handling complex automations and customisations. However, to truly use it with confidence, you need to know what you're doing—and… Read more

have strong internal expertise or reliable external support.

The core product is solid and can meet standard operational needs. That said, extensive customisation is often necessary to align with specific business requirements—especially in the NDIS sector, where rules, pricing, and guidelines frequently (and sometimes unpredictably) change.

User Review – Therapist Perspective If I could give Lumary a rating of zero, I absolutely would. As a therapist working in a clinical setting, I have found Lumary to be one of the most counterproductive systems I’ve ever used. It is not user-friendly, not intuitive, and the interface feels outdated, clunky, and confusing. Instead of supporting… Read more

clinicians, it actively hinders our ability to work efficiently.

Simple tasks often require unnecessary steps, the navigation is far from logical, and constant glitches disrupt workflow. Rather than making our job easier, Lumary has made our daily responsibilities more stressful and time-consuming.

Many of my colleagues have already resigned from the clinic due to the emotional toll this system has taken on their professional experience. Morale has dropped significantly, and productivity has suffered. This platform has made what should be meaningful, client-focused work feel frustrating and miserable.

I strongly advise against purchasing or implementing Lumary in any clinical practice. You will save yourself—and your team—countless headaches, lost hours, and burnout.

Avoid it if you value your staff’s wellbeing and the quality of your service delivery.

Lumary AH is not the first Patient Management System I've used...but it is the first I'd reccomend. I've used Lumary for over a year now and love it. They've clearly listened to the market's needs and developed an ever-evolving product that can be used by both admins, and clinicians. Lumary has reduced our manual workload, and allowed us to focus on what matters...the care we provide. Show reply

We’ve been using Lumary for the past 5 years and whilst the system isn’t perfect, we have found it to be a great addition to our overall processes. As an allied health business we have recently transitioned from Lumary CM to Lumary Allied Health and found their new AH version to be much more suited to our needs. The team are very open to change requests are the help desk is generally very quick to respond. Show reply

Lumary is a good solution, particularly for new businesses in the disability and aged care sectors. It comes with OOTB workflows and objects that align with industry needs and the implementation smoother for organizations that can operate within its standard framework. However, for established businesses with existing processes and unique… Read more ·  1

requirements, customization can become costly—especially if there isn’t a dedicated Salesforce administrator or someone with technical expertise to manage the system (Try not to go with a Project Management company, telling from experience, they will rob you). The term CR (Change request) might feel annoying and unfair sometimes, it also can be expensive, depending on their complexity. But it will be unjust to blame Lumary only, as some limitations stem from Salesforce itself, not just Lumary. The platform’s structure can also be challenging for users who are not technically proficient. One of the more difficult aspects of Lumary is client billing. The system can sometimes lead to missed billings due to misconfiguration or some error from user side. It will require manual invoicing through external finance management software like Xero if you wanna save money or don't wanna lose profit. Once we had a misconfiguration between Lumary and another integrated application since the start and it led to a significant amount of missed billing. Since our organization has an internal IT department and system administrator, we were able to identify the issue, but resolving it required a change request that ultimately consumed most of the expected profit. On the positive side, Lumary’s Customer Success Management (CSM) team provides good support. Our CSM (Luke), was very helpful on every step and always gave us good suggestions based on our processes and requirements. Their ticketing system is good, easy to track issues and resolutions. However, there are limits on the number and types of requests that can be submitted, which can be a constraint for businesses with extensive customization needs.

For our business we found that Lumary is cost-efficient in the long run compared to building a fully custom Salesforce solution. Because Lumary runs on the Salesforce platform license, its licensing is more affordable than purchasing both Sales Cloud and Service Cloud licenses separately to meet operational needs. Good to mention that, Lumary has partnership with some good services and applications that can be integrated if certain business processes can't be done within Lumary environment. However, this also means that some advanced Salesforce features like Einstein AI and Case Management, will not be accessible without purchasing additional licenses- an option that would significantly increase costs. Good news is, Lumary does update their system on a regular basis to improve user experience and usability. Recently they have added some great features that really help our business.

In summary, Lumary is a good solution for organizations that have a Salesforce admin in place such as ours. It provides all the necessary objects and workflows for an admin to make necessary customization. But for businesses that rely on highly specific processes or continuously changing processes and there is no one with Salesforce expertise, the cost of ongoing changes and customizations could make it feel like a less viable investment.

My kid can design better than this – I can't even find the right words to describe how terrible this software is. We have a few employees resigning purely because of this. This is how much Lumary will impact your work life. Even one star is too much for it. Literally, if you want to do anything, from simple booking to invoicing, you need to click hundreds times to get to what you want. I really wonder how the developers' brains worked when they made this.

Worst I have ever used hands down – I can't even describe how much I dislike this program. Worst I have ever used hands down. I'm going to start by pointing out all the bugs in the technology itself. Half of the internal links in the program lead to error messages, it's impossible to reset your password, notes will not save properly and you'll have to rewrite them. The tech support… Read more

is useless too. Now for the actual program itself. There is no way this was designed by a health professional. There is every useless feature known to man, and yet the calendar - the thing i use everyday - is tiny and you can't even add appointments using the app. The whole thing is terribly designed, confusing and just straight up flawed.

DO NOT GET LUMARY! – Lumary is very slowly wrecking morale and productivity. First our technician was nonresponsive. Our new technician is responsive but also unhelpful. It takes us twice as long to enter or change sessions as before. It is lowering morale and productivity. For example, I accidentally managed to add myself as supervisor. Of myself. And bill for… Read more

both. If I wasn't detail-oriented, this would've gone to insurance and cost us $$. As it was, it cost me an hour to figure out how to undo it and still couldn't. This isn't fair to the children I'm supposed to be helping. Unorganized, non-responsive, unhelpful, not user-friendly.

lacks even basic functionality required for NDIS providers – we spent tens of thousands of dollars on implementation and development. Lumary couldn't even do our set up and they forced us to outsource to a 3rd party. Like others we were promised the world but were delivered a lemon. Lumary took no responsibility for the botched implementation and just pointed the finger at the 3rd party. Needless to say… Read more

their 3rd party was completely inadequate as well. In the end we couldn't even pay for basic functionality to occur as it simply wasn't possible. DO NOT purchase this system. We invested well over 100k and it still didn't deliver some even basic functionality required for all providers. it was either a case of paying for a customisation or it wasn't even possible to customise. you will be promised functionality in the initial meetings and you will be told that detailed answers will occur during sandbox and implementation. you will not be given the answers and you will not be provided with the promised functionality. We went back to a manual system as it was easier, less painful and far less costly - even though we need to pay people to manually maintain clients and records.

Lumary has been our CRM since day one – Lumary has been our CRM since day one of operations - and we have never looked back. The team at Lumary had our platform configured and ready to go within 2 weeks of sign-up, and spent two dedicated days with our management team to configure it to our bespoke needs and train us on the ins and outs. The Lumary team have provided regular updates… Read more ·  1

to the platform to ensure it continues to meet the needs of an NDIS business, and are constantly innovating to better solve business needs - a prime example being refined abilities to track client transport which is always a hot topic in the industry.

Recently the Lumary team have increased investment and have assigned representatives to ensure our success as a business using their solution, and this has gone leaps and bounds to ensuring we are making the most of the platform.

Aside from that, the solution is built into Salesforce - which by itself is an extremely customisable solution. This has allowed us to build our own bespoke functionality on top of what Lumary has to offer in a cost effective (and time effective) manner.

The platform does require a level of investment to get started and to maintain - but the cost / benefit analysis stacks up very quickly - PROVIDING you leverage the functions made available to the fullest extent.

Transformative change – Implementing Lumary has resulted in much needed transformational change for our organisation, particularly in the way that client information is managed. Lumary is enabling us to move away from manual, paper-based processes and excel spreadsheets to digitisation of information using one system. Since implementing Lumary, we have successfully… Read more ·  1

consolidated key business processes including:

• Improved and streamlined management of enquiries, intake, and onboarding processes • Service contracting processes, supported by an integration with the NDIS My Place Provider Portal. This integration enables us to receive real-time updates on the status of a participants service agreements and related service bookings. • Consolidation of billing and claiming processes has led to reduced incidents of missed claims and significantly improved auditability of data. • Significantly streamlined access to reports and dashboards. Lumary comes with a wide array of in-built reports and dashboards, which enable us to track an array of performance metrics and trends.

The user interface is easy to use and navigate. Users can search for and find records easily and can also customise the interface to suit their preferences.

Can I give 0 stars?? – The Lumary system has let us down on multiple occasions. Currently it has been out of action for 5 days and we are losing participants as a direct consequence. We have contacted support with no response. They claim to be all about 'community' but we are being hung out to dry.

Slow and disgustingly unfriendly application – The application is slow, the interface is very unfriendly and I am spending much more time on data entry then we previously were prior rolling out the Lumary Application. I wish the IT guys involved the ground floor staff in the decision so that we could have advised against using Lumary.

Wished I could give no stars. Bad bad program. Bad service. Bad everything! – The sales team are very good at making the system seem like a Turn-Key System and the CEO is an arrogant Con-Man promised us the world, however instead giving us Kangaroo Island in the middle of the worst bushfire season in history. After several months of going round in circles we decided to cut our losses and move towards the Salesforce Not For Profit solution, which was able to get easily configured to meet our requirements.

Wished I could give no stars. Bad bad program. Bad service. Bad everything – Our first impressions of the Lumary Salesforce Application were fantastic. The system was demonstrated to us soon after we made our initial inquiry and the system seemed to tick all of our required boxes. The sales person made it all look so easy and we were given reassurances from CEO that Lumary pride themselves on providing exceptional… Read more

customer solutions.

The moment that we signed our contracts the Salesperson sent us a thank you email and advised us of the process moving forward with a 3rd party.

We ended up cutting our losses in the end and subscribed to the Salesforce not for profit solution, which allowed us to implement customisations much easier.