Overview

Primero brings case records, referrals, supervision and reporting into a platform designed for sensitive protection work. Its CPIMS+, GBVIMS+ and MRMIMS+ modules align it with defined protection programmes rather than general-purpose client tracking. The range of deployment choices is useful, but the free option shifts substantial infrastructure and security responsibility to the organization.

Key features

Workflows span identification, registration, assessment, planning, referrals and transfers through case closure, with notifications, tasking and supervision tools supporting ongoing casework. Intake forms, custom fields, audit trails and reporting dashboards provide the foundations for structured records and oversight.

Programme teams can configure forms, roles, lookups, reports, languages, logos and locations through a self-service interface. More than 40 languages are available out of the box, an advantage for organizations operating across multilingual programmes. Role-based permissions restrict access to sensitive records according to need to know.

Primero v2 works as a progressive web app in modern mobile, tablet and laptop browsers, including offline. Offline work is limited: users can create cases and edit records accessed earlier in the session, with changes submitted after reconnection. Teams should not treat it as a complete offline operating environment.

Integrations are oriented toward auditable, safe data sharing and coordination. ProGres v4 interoperability with UNHCR is offered, but setup, operation and support costs are determined per implementation. The Digital Public Goods Alliance certified Primero as a digital public good in 2022, 2023 and 2024. Its Support Hub provides documentation, training, release information, technical guidance and community access.

Pricing

Primero is freemium, but its tiers chiefly distinguish who runs production and how much support is included.

Tier 1: DIY — 0.00 USD per free (billed annually). This open-source, self-managed deployment includes documentation and community support. It suits technically capable organizations prepared to supply servers, security, DNS, configuration, updates, hosting and ongoing support themselves; those costs and responsibilities make it a poor fit for teams without dedicated IT capacity.
Tier 3: Full Service SaaS — $8,250 USD per year. UNICEF Azure hosts demo and production sites, with no limits on users or data volumes. Deployment, operations, training, upgrades and ongoing support are included. This is the clearest fit for organizations seeking provider-run hosting and support, though the annual commitment is substantial.
Tier 4: Hybrid deployment — $25,000 USD for the 1st year. The price decreases to the Tier 3 cost in the 2nd year and thereafter. Production is hosted locally and the demo on UNICEF Azure, while the partner manages production infrastructure, security, configuration and maintenance. Choose it when local production hosting matters and the higher first-year price is workable.
Tier 5: Custom package — custom pricing. Scoped case by case; it may include custom development, integrations, API development, extensions or migrations. This is for requirements beyond the standard tiers, with cost dependent on scope.
Tier 2: Single organization is currently under development and available July 2026. It is not an option for teams choosing a plan now.

No seat or data-volume caps apply to Tier 3. For Tier 1, the apparent zero price does not include hosting or IT costs, so the operational burden is the key trade-off rather than a per-user charge.

Platforms

Primero supports Android, iOS, web, API and self-hosted deployment. Its hybrid model gives organizations a choice between hosted services and locally managed production, but self-hosting requires technical operations capacity.

Who it's for

Primero is aimed at protection professionals and the humanitarian, development and public-sector social services organizations they work in. Its specialized modules and configurable workflows make it a stronger fit for protection casework than for teams seeking an undifferentiated customer or sales case tracker. Smaller or less technically equipped organizations should weigh support and hosting costs before selecting the free DIY tier.

Pros and cons

Pro: Dedicated protection modules and end-to-end workflows suit child protection, gender-based violence and related casework.
Pro: Configurable forms, roles, reports and locations, plus more than 40 languages, support varied programme needs.
Pro: Tier 3 removes user and data-volume limits while including hosting, training, upgrades and ongoing support.
Con: DIY requires the organization to provide and pay for hosting, security, configuration, updates and support.
Con: Offline work covers case creation and edits to records accessed during the session, not unrestricted offline use.
Con: Full-service hosting costs $8,250 USD per year, while hybrid deployment starts at $25,000 USD for the first year.

Alternatives

For a broader comparison, see Nonprofit Case Management Software and Case Management Software.

TigernixClub is a paid web and API option; consider it if you are comparing paid platforms with those access channels.
Collaborate uses custom pricing based on organization size, user count and modules, with no per-seat licensing fees; it may suit teams looking to avoid per-seat licensing.
Bonterra Penelope is a paid Android, iOS, web and API option with pricing available by request; consider it if those platform channels and a quote-based purchase fit.
Case Amplify is a paid API and web platform with a free trial; it is worth comparing if you want to evaluate a paid option before committing.
CharityTracker has no free plan but offers a free trial and a Basic plan at $20 / month / user; choose it if a per-user monthly entry price is the relevant comparison.
FAMCare runs on Android, iOS, web, API and self-hosted deployments, with investment based on user count, deployment scale and configuration; compare it if deployment flexibility across those channels is central.
OSCaR is another platform to compare for case-management needs.
Bonterra ETO is another platform to compare for case-management needs.

Verdict

Primero is a strong fit for protection-focused organizations that need specialized case workflows, configurable records and multilingual support. Its main advantage is the combination of purpose-built modules with deployment flexibility; its main drawback is the operational burden of DIY or the high annual cost of supported hosting. Choose it when the organization can match one of those models to its capacity and budget, and look elsewhere if its protection focus or deployment trade-offs do not fit.

	Bonterra ETO	Primero
Free plan	No	Yes
Free trial	No	No
Paid from	—	$687.50/mo
Open source	No	No
Platforms	Web	Android, api, iOS, self-hosted, Web
Outcome tracking	Yes	—
Mobile access	none	—
Free plan	—	Yes

Bonterra ETO vs Primero

Bonterra ETO

Primero