CARF, an accreditation organization for human services providers, implemented a Pivotal CRM solution to more efficiently manage the large volume of data involved in the accreditation process for its growing customer base of over 3,700 organizations. The previous paper-based system was slow and resource-intensive. The new CRM system automates many tasks like assigning customer accounts and surveyors, allowing CARF to scale its operations while continuing to provide high quality accreditation services and enhancing the lives of those served by accredited providers.

1. CARF
C a s e
CARF manages growing demand for accreditation with
Pivotal CRM solution
s t u d y
Finding the right services for care for a loved one who is aging
or disabled is a challenging task. and it is not one that anybody
undertakes lightly. a key element of selecting the right provider
Fast Facts lies in ensuring that it is credible and accountable and provides the
• Industry: Accreditation Services
highest possible standard of care. accreditation is one important
• Size of partner network: 1,000 surveyors
way in which families achieve this assurance.
• Headquarters: Tucson, Arizona
• Customer base: To date, more than 35,000 Few organizations understand this better “This created inefficiencies from the time
programs and services at more than 3,700 than Tucson, Arizona-based CARF—which is the application was received to when it
provider organizations across the United an independent, not-for-profit accreditation was presented to the (CARF) board for
States, Canada and Western Europe have commission that develops and maintains accreditation,” he said. “It was paper-driven,
earned CARF accreditation practical and relevant standards of quality for time intensive and resource intensive.”
human services organizations such as adult day
services, assisted living residences, behavioral As a result, CARF wanted to move away from
health programs, employment and community its traditional paper-based system to something
services, and medical rehabilitation programs. that could offer better service to customers as
well as partner-surveyors.
The CARF family of organizations has
accredited more than 3,700 providers in “We stay in business by selling our services—it
the United States, Canada, and Sweden in is important for our accounts that we serve
the areas of adult day services, assisted living, them well,” said Boon. “There are alternative
behavioral health, employment and community accreditors—the mission and context of
services, and medical rehabilitation. our business plan is growth, financial stability
Over the last several years, the organization and mission attainment, as well as enhancing
has expanded its accreditation services to the lives of the people our accredited
other areas. CARF began accrediting workforce providers serve.”
development services in 2001 and one-stop So CARF made a strategic decision to invest
career centers in 2002. in a Pivotal customer relationship management
Accreditation is a complex and demanding (CRM) solution. Using Pivotal CRM, CARF will
process — both for CARF’s 1,000 surveyors manage its professional relationships with more
and the providers seeking accreditation. It than 3,700 customers and 1,000 surveyors
requires the collection of large volumes of throughout the United States, Canada and
data about those applying for accreditation, Western Europe.
the generation of a significant amount of data “Consumers of human services are demanding
through evaluation of the applications (through higher standards and greater accountability
on-site visits), and then the generation of from service providers,” said Boon, who
comprehensive reports. explained that CARF is addressing this problem
Until recently, that was a slow and laborious by establishing customer-driven standards to
process. According to CARF president and help providers measure and improve the quality,
CEO Brian J. Boon, Ph.D., the process would value, and outcomes of their services.
start when CARF received an application from “To manage the vast and growing demands
a prospective customer to become accredited. for our accreditation, CARF has selected
The information for that application would be Pivotal CRM— along with Pivotal PRM (Partner
collected on paper and would then get entered Relationship Manager) software—a complete
into an electronic document—which would then suite that is cost-effective, fast-to-deploy and
be printed out and collected together with any easy-to-customize.”
other relevant information about the applicant,
and sent to a team of CARF’s surveyors in To date, more than 35,000 programs
preparation for the on-site visit. and services at more than 3,700 provider
Pivotal CRM | Case Study

2. organizations across the United States, Canada and Western Once this information is submitted, the Pivotal CRM system
Europe have earned CARF accreditation—and business will automatically identify an account services professional
continues to grow. According to Boon, “Pivotal CRM is the for the customer’s region. Then, a survey team of human
ideal fit for our growing business. The company’s technology, services professionals will be selected to work on site with the
services, and business style are all designed to make the customer to assess the service provider’s conformance to the
promise of CRM attainable for organizations like ours. CARF standards.
The responsive approach the Pivotal CRM team takes to CARF maintains a network of more than 1,000 surveyors to
doing business makes us feel like a person and not just ensure the accrediting body’s professional standards are
another number. The company is 100 percent committed to met before awarding accreditation. The entire accreditation
our success.” preparation and survey process can take more than eighteen
months, and requires stringent process management and
“
consistent team communication.
Consumers of human services are demanding higher Using Pivotal PRM, CARF is cost-effectively streamlining the
standards and greater accountability from service accreditation process, enhancing surveyor productivity and
providers. CARF is a not-for-profit accrediting body improving customer satisfaction. CARF is using the system to
create a collaborative inter-company framework to exchange
that is addressing this problem by establishing knowledge, manage data and synchronize transactions
customer-driven standards to help providers measure across the organization.
and improve the quality, value, and outcomes of The company’s extensive network of surveyors can effectively
their services. To manage the vast and growing manage the various stages of the accreditation process,
easily track a provider’s conformance to the CARF standards,
demands for our accreditation, CARF selected Pivotal and share accreditation progress across the company.
CRM—along with Pivotal PRM (Partner Relationship In addition, CARF staff members will use the system to
better study patterns in conformance to CARF standards,
Management) software—a complete suite that is cost- identify programs of excellence, and pinpoint areas in which
effective, fast-to-deploy and easy-to-customize.”
”
standards and training should be refined.
Brian J. Boon, Ph.D.
President and CEO of CARF
CARF has selected the Pivotal CRM solution to create a
single, unified system that will enable effective communication
among the staff, customers, and surveyors. CARF will
use Pivotal CRM to streamline the application process
for accreditation. Soon, customers will be able to access
CARF’s web site to easily submit profiles, specify business
requirements, and complete the initial accreditation
application.
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