Case Study: National Swimming Pool Foundation achieves under-one-day certification processing (down from six days) with Cherwell Service Management (Cherwell Software)

National Swimming Pool Foundation - Customer Case Study

The National Swimming Pool Foundation (NSPF) trains and certifies pool and water‑safety instructors across 50 states and 96 countries. Their legacy 1985 homegrown database created duplicate records, couldn’t attach multiple certifications to one person, forced manual tracking of most courses, and required about six days to process certifications—prompting a search for a modern, configurable IT solution.

NSPF configured Cherwell Service Management as a CRM, de‑duplicated records, built course dashboards and an INTAKE workflow, and began capturing and analyzing student scores. The result: processing time fell from six days to 0.88 days with a two‑day SLA, the team handled up to 800 certifications per day and processed over 20,000 in six months, and the organization now records 10–20× more data with flexible, quickly changeable fields.

National Swimming Pool Foundation

Ray Perkins

Customer Service Fulfillment Manager