Modernizing Senior Care Through Unified CRM
CA Department of Aging
Serving older adults and people with disabilities statewide
The California Department of Aging (CDA) administers programs serving older adults, adults with disabilities, family caregivers, and long-term care facility residents through 33 Area Agencies on Aging (AAA).
The CHARM Project established an integrated CRM platform to enable:
- Real-time data sharing across 33 agencies
- Automated reporting (reduced from weeks to minutes)
- Single client profiles across all services
- Data-driven service improvements
Business Challenge
CDA's 33 partner agencies were using 9 different CRM systems with no data interoperability:
- Manual data sharing processes took weeks
- Clients created multiple profiles across systems
- No unified view of service delivery or outcomes
- Inconsistent reporting capabilities
"Seniors navigating disconnected systems often fell through the cracks in this fragmented environment."
Krown Solution
Our PAL S2AA methodology delivered:
- Comprehensive assessment of 9 existing CRM systems
- Technical and financial analysis of alternatives
- Data migration strategy for all 33 agencies
- Change management roadmap for adoption
- Enterprise architecture foundation for future growth
Key Outcome:
Recommended centralized CRM solution enabling real-time data sharing and unified client service delivery.
Implementation Process
Assessment Phase
Documented current systems and pain points
- Business & Technical Complexity Assessment
- Documented As-Is Environment
- Market Research for Alternative Solutions
- S2AA Technical Assessment
Solution Design
Evaluated COTS, MOTS, and custom options
Transition Planning
Prepared for seamless implementation
- Data Migration Strategy for 33 AAAs
- Change Management Strategy
Transforming Senior Care Services
Agencies Unified
CRM Systems Consolidated
Reporting Time Reduced