When FrameworkECM™ first launched a decade ago, it carried big expectations. For Rich Ford, that meant long nights, constant collaboration, and a front-row seat to the evolution of a platform that would go on to transform document management for long-term care pharmacies.
Today, FrameworkECM™ is a mature, powerful solution used by hundreds of pharmacies. And Rich? He’s become one of the most trusted experts helping customers get the most out of it.
As Michaela Spinelli, Senior Manager of Professional Services, puts it:
“Every customer loves Rich. He really knows his stuff. He takes the time to get the customer to the finish line and goes above and beyond to ensure successful outcomes.”
That level of trust didn’t happen overnight.
Built Alongside the Product
Rich joined SoftWriters around the time ECM was born. He started in customer support before transitioning into supporting what was then a brand-new platform. As one of the early team members dedicated to ECM, he helped pilot the product, troubleshoot challenges, and shape workflows in real time alongside customers.
Over the years, he has worked in support, led implementations, and now focuses primarily on consulting engagements. He was part of the first ECM installations and remains deeply involved in helping pharmacies maximize the platform today.
That depth of experience—combined with years of hands-on collaboration with pharmacy teams—is what makes his consulting work so impactful.
Implementation vs. Consulting: Going Beyond the Basics
Implementation is about getting started. It’s the first install, the first workflows, and the first exposure to the platform.
Consulting is different.
“When you set ECM up initially, you don’t know what you don’t know,” Michaela explains.
After a year or more on the system, pharmacies begin asking deeper questions:
• Are we using ECM to its full potential?
• Are our workflows truly optimized?
• Are we still relying on Outlook calendars, paper trails, or manual processes that could live inside the system?
That’s where Rich steps in.
What an ECM Consulting Visit Really Looks Like
Every engagement starts with a discovery call. What are the pharmacy’s goals? What frustrations exist? What does “better” look like?
From there, if it’s an on-site consult, Rich walks into the pharmacy and does something simple but powerful: he listens.
“You can’t just go in and force what you think’s right,” he says. “It’s a lot of back-and-forth communication to figure out what they want to do and why they want to do it.”
Then comes the observation phase.
Rich spends time with each department, watching workflows in real time. He looks for repetitive tasks, workarounds, and processes that could be streamlined.
Yes, it can feel uncomfortable to have someone looking over your shoulder. But that’s where his approach makes the difference.
As Corey Phillips, Director of Process Improvement and Project Management at PruittHealth Pharmacy Services, shared:
“He has a way of making everyone feel very comfortable with him, which allows him to connect with people and make them comfortable enough to ask questions.”
That comfort opens the door to meaningful change.
After observing workflows, Rich translates pages of technical notes into practical recommendations. He doesn’t present just one solution—he presents options.
“I’ll throw everything I can at you,” he says. “You won’t hurt my feelings if you don’t like it. I want to give you every option possible.”
From there, workflows are built, tested, refined, and tested again. Some projects take only a few days. Others require deeper redesign and careful validation to ensure nothing slips through the cracks.
Kristen Kays, Director of Order Entry at Infinium Pharmacy, described a recent engagement:
“Rather than simply addressing the surface issues, Rich took the time to help us truly understand the structure and logic behind the workflows. His ability to navigate obstacles, troubleshoot in real time, and explain technical components in a clear, practical way was incredibly valuable to our team.”
And when unexpected issues appear after go-live, Rich reconnects with the team, walking through solutions step-by-step until everything works the way it should.
Knowledge — and a Willingness to Share It
One theme consistently appears in feedback from customers: Rich doesn’t just solve problems—he teaches.
Erick Maxwell, Quality Assurance Manager at Redler’s LTC Pharmacy, explained:
“He always has answers to our questions and often suggests multiple options to change a process or workflow, which is very beneficial since pharmacies operate differently. We feel confident when we meet with Rich; by the end of our session, we have put new processes in place that better our pharmacy.”
Susanna Gilmore, PharmD, Director of Pharmacy Operations Support at Guardian Pharmacy Services, echoed that sentiment:
“His ECM knowledge is unmatched, and I appreciate that he not only solves workflow challenges but also shares his expertise, allowing me to strengthen my own understanding.”
Consulting isn’t about creating dependency—it’s about empowerment.
Even pharmacies that have been on FrameworkECM™ for years find value in revisiting their workflows.
Alexandra Talarico, Director of Operations at Guardian Pharmacy of Jacksonville, shared:
“We’ve been on ECM for six years, but wanted to circle back to re-evaluate our workflows and see if we can streamline some for speed improvement and efficiencies… His attentiveness to our requests, his understanding of internal pharmacy operations, and his knowledge of ECM have been incredibly helpful to us.”
The system evolves. Your pharmacy evolves. Your workflows should evolve too.
Relationships Over Transactions
Ask Rich what he enjoys most about consulting, and his answer isn’t technical.
“I absolutely love working with customers,” he says. “Once you start spending this much time with somebody, it’s not really a client relationship. You become friends.”
That relationship-driven approach shows up in how he balances complex workflow builds with patience, humor, and steady leadership.
As Frances Impastato, VP of Pharmacy Operations at Forum Extended Care Services, shared:
“He was patient, adaptable, and even brought some much-needed humor when it counted… Truly appreciate the leadership and steady guidance throughout the process.”
Rich puts it simply:
“I put them as my number one priority.”
And customers feel it.
Taking ECM to the Next Level
FrameworkECM™ today reflects years of customer feedback, innovation, and real-world use across hundreds of long-term care pharmacies. It’s powerful, flexible, and capable of supporting highly customized workflows.
But as pharmacies grow and operations evolve, so do the opportunities to improve how the system is used.
Opportunities to eliminate repetitive tasks.
Opportunities to automate intelligently.
Opportunities to centralize processes that may still live outside the system.
Opportunities to improve speed, efficiency, and overall performance.
Sometimes, it simply takes a fresh set of experienced eyes to see what’s possible.
That’s where Rich and the SoftWriters Professional Services team come in. Through discovery, observation, and hands-on collaboration with pharmacy teams, they help customers evaluate their current workflows and uncover new ways to streamline operations and get even more value from FrameworkECM™.
If your pharmacy has been using FrameworkECM™ for some time and you're wondering whether your workflows could be working harder for you, it may be the right time to revisit what’s possible.
Learn more about FrameworkECM consulting and optimization services through our Professional Services team: https://frameworkltc.com/professional-consulting
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