Pivotal CRM Case Study-CARF

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CARF manages growing demand for accreditation
with Pivotal CRM solution

  Customer Details
  • Independent non-profit accrediting organization focused on human services organizations

  • Accreditation Services

  • Previous accreditation process too paper-driven, time and labor intensive
  • Large volumes of data being collected and not stored efficiently

  • More streamlined online accreditation application available for faster results
  • Improved surveyor productivity and customer satisfaction

  CDC Pivotal CRM

                                                                                      CRM Case Study | 1
            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
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
            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
To date, more than 35,000 programs and services at                      CARF maintains a network of more than 1,000
more than 3,700 provider organizations across the                       surveyors to ensure the accrediting body’s
United States, Canada and Western Europe have                           professional standards are met before awarding
earned CARF accreditation—and business continues                        accreditation. The entire accreditation preparation and
to grow. According to Boon, “Pivotal CRM is the                         survey process can take more than eighteen months,
ideal fit for our growing business. The company’s                       and requires stringent process management and
technology, services, and business style are all                        consistent team communication.
designed to make the promise of CRM attainable for
                                                                        Using Pivotal PRM, CARF is cost-effectively
organizations like ours.
                                                                        streamlining the accreditation process, enhancing
The responsive approach the Pivotal CRM team takes                      surveyor productivity and improving customer
to doing business makes us feel like a person and                       satisfaction. CARF is using the system to create
not just another number. The company is 100 percent                     a collaborative inter-company framework to
committed to our success.”                                              exchange knowledge, manage data and synchronize
                                                                        transactions across the organization.
CARF has selected the Pivotal CRM solution to create
a single, unified system that will enable effective                     The company’s extensive network of surveyors
communication among the staff, customers, and                           can effectively manage the various stages of the
surveyors. CARF will use Pivotal CRM to streamline                      accreditation process, easily track a provider’s
the application process for accreditation. Soon,                        conformance to the CARF standards, and share
customers will be able to access CARF’s web site to                     accreditation progress across the company. In
easily submit profiles, specify business requirements,                  addition, CARF staff members will use the system
and complete the initial accreditation application.                     to better study patterns in conformance to CARF
                                                                        standards, identify programs of excellence, and
Once this information is submitted, the Pivotal CRM
                                                                        pinpoint areas in which standards and training should
system will automatically identify an account
                                                                        be refined.
services professional for the customer’s region.
Then, a survey team of human services professionals
will be selected to work on site with the customer
to assess the service provider’s conformance to the
CARF standards.

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                                                                                                               CRM Case Study | 3

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Description: CARF manages growing demand for accreditation with Pivotal CRM solution