1. CARF
CARF manages growing demand for accreditation
with Pivotal CRM solution
Customer Details
CARF
• Independent non-profit accrediting organization focused on human services organizations
www.carf.org
Industry
• Accreditation Services
Challenges
• Previous accreditation process too paper-driven, time and labor intensive
• Large volumes of data being collected and not stored efficiently
Benefits
• More streamlined online accreditation application available for faster results
• Improved surveyor productivity and customer satisfaction
Solution
CDC Pivotal CRM
CRM Case Study | 1
2. Finding the right services for care for a loved Until recently, that was a slow and laborious process.
one who is aging or disabled is a challenging task. According to CARF president and CEO Brian J. Boon,
And it is not one that anybody undertakes lightly. Ph.D., the process would start when CARF received
A key element of selecting the right provider lies an application from a prospective customer to become
in ensuring that it is credible and accountable and accredited. The information for that application would
provides the highest possible standard of care. be collected on paper and would then get entered into
Accreditation is one important way in which families an electronic document—which would then be printed
achieve this assurance. out and collected together with any other relevant
information about the applicant, and sent to a team of
Few organizations understand this better than Tucson,
CARF’s surveyors in preparation for the on-site visit.
Arizona-based CARF—which is an independent,
not-for-profit accreditation commission that develops “This created inefficiencies from the time the
and maintains practical application was received to when it was presented to
The responsive and relevant standards the (CARF) board for accreditation,” he said. “It was
of quality for human paper-driven, time intensive and resource intensive.”
approach the services organizations
As a result, CARF wanted to move away from its
Pivotal CRM team such as adult day services,
traditional paper-based system to something that
assisted living residences,
takes to doing behavioral health programs,
could offer better service to customers as well as
partner-surveyors.
business makes us employment and community
services, and medical “We stay in business by selling our services—it is
feel like a person rehabilitation programs. important for our accounts that we serve them well,”
and not just The CARF family of
said Boon. “There are alternative accreditors—the
mission and context of our business plan is growth,
another number. organizations has
financial stability and mission attainment, as well
accredited more than 3,700
The company providers in the United
as enhancing the lives of the people our accredited
providers serve.”
is 100 percent States, Canada, and
Sweden in the areas So CARF made a strategic decision to invest in a
committed to of adult day services, Pivotal customer relationship management (CRM)
our success. assisted living, behavioral solution. Using Pivotal CRM, CARF will manage
health, employment and its professional relationships with more than 3,700
Brian J. Boon,
President and CEO, CARF community services, and customers and 1,000 surveyors throughout the United
medical rehabilitation. States, Canada and Western Europe.
Over the last several years, the organization has “Consumers of human services are demanding higher
expanded its accreditation services to other areas. standards and greater accountability from service
providers,” said Boon, who explained that CARF is
Accreditation is a complex and demanding process—
addressing this problem by establishing customer-
both for CARF’s 1,000 surveyors and the providers
driven standards to help providers measure and
seeking accreditation. It requires the collection of
improve the quality, value, and outcomes of their
large volumes of data about those applying for
services.
accreditation, the generation of a significant amount
of data through evaluation of the applications “To manage the vast and growing demands for our
(through on-site visits), and then the generation of accreditation, CARF has selected Pivotal CRM—along
comprehensive reports. with Pivotal PRM (Partner Relationship Manager)
software—a complete suite that is cost-effective,
fast-to-deploy and easy-to-customize.”
CRM Case Study | 2
