What CharityLogic Inc. does

CharityLogic Inc., doing business as iCarol, operates a cloud-based SaaS platform purpose-built for non-profit helplines, crisis centers, 211 community navigation services, and social service organizations across North America. Founded in 2004 by two volunteers at a Distress Centre in Ontario, Canada, the platform has become the de facto operating layer for the crisis line and 211 ecosystem — serving all of Canada's 988 service and approximately half of local crisis centers in the US 988 network, with named deployments at 211 Nebraska, 211 Iowa, 211 Maryland, 2-1-1/LIFE LINE, 211 Canada, Didi Hirsch Mental Health Services, the National Problem Gambling Helpline Network (handling 295,000+ calls annually), the Illinois Domestic Violence Hotline, and Area Agencies on Aging.

The product is a modular, configurable suite covering Contact Management, Client Management, Resource and Referral (with native 211 HSIS Taxonomy integration, AIRS XML 3.0, and HSDS 1.1 schema support), Live Chat and SMS/Texting, Public Web Forms, Shift Scheduling, Volunteer Management, Reporting, and Data Security. Differentiating modules include ReferralQ (closed-loop capacity tracking and warm referrals), Provider Portal (secure partner sign-in for intake, capacity, and outcomes), a native cloud Telephony Solutions product (cloud PBX, e911, call recording, screen-pop integration), and two proprietary APIs — a Resource API for resource database search and a Contact Record API for near real-time data exchange with EHR, emergency services, and partner systems.

The company generates revenue through annual subscription SaaS contracts priced on a quote basis, with a Standard Support Package included and an optional Premier Support tier available for additional fees. Distribution is direct enterprise sales, supported by free trials, scheduled demos, and price-quote CTAs, with no reseller channel network. The company employs 11–50 people across a US headquarters in Niagara Falls (2429 Military Road, Suite 300) and a Canadian office in Ottawa (1 Antares Drive, Suite 100), running on two North American data centers (NA0 and NA1). CharityLogic Corporation was acquired by Harris Computer Systems in March 2018 and now operates as a division of that diversified technology group; no venture capital or private equity backing is associated with the company.

Name

CharityLogic Inc.

Legal name

CharityLogic Corporation

Website

https://icarol.com

Company type

Private

Founded year

2004

Operating status

Operating

Headcount range

11–50 employees

Short description

CharityLogic Inc., operating as iCarol, provides cloud-based SaaS for non-profit helplines, crisis centers, and 211 community navigation services across North America, serving all of Canada's 988 service and approximately half of US 988 local crisis centers.

Ownership category

akta.pro rank

Headquarters

HQ city

Niagara Falls

HQ country

United States

HQ region

North America

Offices2 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Infrastructure, Marketing or Sales, Operations

Revenue model

1. Subscription Software Licensing: Annual subscription-based SaaS model with tiered support options. All customers receive Standard Support Package included with subscription. Optional Premier Support available for additional cost. Pricing is quote-based and tailored to organization size and needs.

Pricing tiers

Go-to-market motion2 records

Distribution channels3 records

Marketing channels8 records

Core offering

iCarol is a cloud-based SaaS platform that provides non-profit helplines and social service organizations with configurable contact and client management, resource and referral databases, volunteer and staff scheduling, live chat/SMS texting, public web forms, closed-loop referral tracking via ReferralQ and Provider Portal, telephony integration, reporting, and data security. It is sold as an annual subscription with tiered support options and includes proprietary Resource and Contact Record APIs for data exchange with partner systems.

Product overview

iCarol is a cloud-based, all-in-one contact and client management software platform designed specifically for non-profit helplines, crisis centers, and social service organizations. The core platform includes Contact Management (configurable forms, risk assessment, intake documentation), Client Management (profile and case tracking), Community Navigation and Resource/Referral (robust resource database with 211 Taxonomy integration), Live Chat and SMS/Texting, Public Web Forms, Shift Scheduling, Volunteer Management, Reporting, and Data Security. Add-on modules include ReferralQ (capacity tracking and warm referral management), Provider Portal (secure partner access), and Telephony Solutions (integrated cloud PBX with e911, call recording, and soft phone capabilities). The platform also offers two proprietary APIs: Resource API for searching the resource database via web services (JSON/HSDS format), and Contact Record API for near real-time transmission of contact records to third-party systems via REST/webhook. iCarol supports multi-channel service delivery, closed-loop referrals, disaster response coordination, and 988 crisis center administration across North America.

Differentiator

Problem solved

Functional benefit

Brands

• ReferralQ: A product that allows organizations to track capacity to serve at both internal programs and those of their close partners, with a unique dashboard for managing client waitlists and service queues.

Products and services

• iCarol Contact Management Core module for documenting interactions with consumers through flexible and configurable contact forms, including form design editing tools, interactive risk assessment tools, online intake capabilities, and 1GB of included file storage; built for non-profit helplines, crisis centers, and social service organizations.
• iCarol Client Management Profile management module for storing consistent client information, tracking needs, progress, and referrals over time; supports creating profiles from scratch, importing via template, or converting past Contact Records. Designed for non-profit social service case workers.
• Community Navigation and Resource and Referral Resource database framework with 100+ standard fields, custom field creation, AIRS taxonomy integration, Agency/Program/Site hierarchy, and real-time resource editing. Supports 211 HSIS Taxonomy integration with daily automatic updates. Designed for 211, community navigation, and information & referral organizations.
• Live Chat and SMS/Texting Multi-channel communication module enabling helpline and social service organizations to engage consumers via 2-way SMS/Texting, live chat conversations, and self-service options on the web.
• Public Web Forms Self-service module for creating public web forms for screening, eligibility, intake, enrollment, and satisfaction surveys that consumers can complete online.
• ReferralQ Capacity tracking and warm referral module that enables organizations to track capacity at internal and partner programs, manage client waitlists, and track outcomes in a dedicated dashboard; supports unlimited ReferralQs for tracking specific problems, needs, and services.
• Provider Portal Secure portal module that gives partner agencies and community-based organizations limited sign-in access to view intake forms, update program capacity, and add outcome information about client progress.
• Shift Scheduling Online shift scheduling module for managing volunteer and staff schedules, including shift tracking and substitution requests.
• Volunteer Management Comprehensive module for recruiting, training, managing volunteer and staff records, tracking skills and certifications, and enabling remote work capabilities.
• Reporting Reporting module for generating statistical analysis and data reports for funders and stakeholders, with export to CSV, AIRS XML 3.0, and HSDS 1.1 schemas.
• Share, Collaborate, and Integrate Data sharing and collaboration module supporting CSV/XML exports, Resource API and Contact Record API integrations, secure email transmission of Contact Records, and Contact/Resource Database sharing with other iCarol systems across networks.
• Data Security Security module providing data security with configurable data retention rules, role-based access controls, and tools to align with organizational privacy policies for non-profit and crisis organizations.
• Telephony Solutions Cloud-based telephony platform with integrated emergency calling (e911), call recording, soft phone/app support, flexible cloud PBX, real-time dashboards, and analytics. Offers 24/7 support and seamless iCarol integration including screen pop functionality for helpline call handling.
• Resource API Proprietary API that enables web or application developers to search the iCarol resource database and access record details via JSON in either the standard iCarol schema or HSDS (Human Services Data Specification) schema; used to contribute resource data to partner websites, build mobile apps, and create custom resource search tools.
• Contact Record API Proprietary API that securely transmits Contact Record data to third-party RESTful APIs/webhooks in near real-time as records are created or updated in iCarol; partners can also push outcome data back into iCarol systems.

Quantifiable outcome

• 295,000+ calls annually handled by National Problem Gambling Helpline Network using iCarol
• +1 more outcomes

Named customers12 records

Segments8 records

Ideal customer profiles5 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration4 records

Feature8 records

Scale indicators3 records

Recent moves6 records

Expansion highlights5 records

Others

• Freshworks (Freshdesk): Cloud customer-support SaaS occasionally deployed by smaller helplines; competes at the contact-center layer rather than the full vertical human-services workflow.
• Zendesk: Horizontal customer-service/call-center platform used by some crisis lines and helplines as a lighter-weight alternative; lacks iCarol's resource-database, referral, and 2-1-1 taxonomy specialization.
• Oracle Health (Cerner) Social Services: Large EHR/health IT vendor with adjacent social-determinants-of-health and community-care referral capabilities that increasingly intersect with iCarol's healthcare-integration use cases.

Direct peers

• ClientTrack (Eccovia): SaaS platform for health and human services coordination, including homelessness, housing, and 2-1-1-adjacent use cases; competes head-to-head for nonprofit and government human-services contracts.
• Bonterra (Social Solutions): Vertical SaaS for nonprofit and human services case management (Apricot, CaseWorthy, Efforts CRM); directly competes with iCarol across many of the same 2-1-1, crisis, and social-service agency buyers.
• CharityTracker: Lightweight case-management and inter-agency referral platform for faith-based and nonprofit social services; overlaps with iCarol's resource/referral and closed-loop tracking capabilities.
• Penelope (Apollo Information Systems): Case-management SaaS purpose-built for social-service and behavioral-health organizations, overlapping with iCarol on client/case tracking, reporting, and outcomes for nonprofits.

Broad incumbents

• Pega for Human Services: Pega's case-management and CRM platform extended to child welfare, social services, and 2-1-1-style agencies; overlaps with iCarol on complex eligibility/intake workflows and government RFPs.
• Salesforce.org / Nonprofit Cloud (NPSP): General-purpose CRM with a nonprofit vertical edition (NPSP/Nonprofit Cloud); a frequent alternative for larger nonprofits and 2-1-1s evaluating iCarol, with broader ecosystem but less helpline-specific workflow.
• Microsoft Cloud for Nonprofit: Microsoft's bundle of Dynamics 365, Power Platform, and Teams tailored for nonprofits; increasingly used by large human-services agencies as a horizontal alternative to purpose-built tools like iCarol.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat6 records

Key risks6 records

Key highlights6 records

Customer concentration

• YouTubeyoutube.com/user/iCarol1
• Facebookfacebook.com/iCarolSoftware
• LinkedInlinkedin.com/company/icarol

Revenue estimate

Valuation estimate

Number of profiles

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about CharityLogic Inc.