Comfort Keepers saves 27,000 hours with Pipefy

When Erin White took over the Farmington franchise in 2016, it took just six months for caregiver applications to outgrow what her team could manage. Without a central platform, tracking interviews, onboarding, and candidate histories quickly turned into manual work, especially for an almost entirely remote team.

Erin evaluated several ATS (applicant tracking system) options, but none offered the level of customization the home care industry demands. The gap became even clearer in January 2018, when she acquired the Howell franchise, an entire operation that the previous owner had run on paper for 15 years.

Without the right tool, growing the business meant replicating manual processes, multiplying rework, and losing visibility into every stage of the hiring funnel. In that model, scaling up meant more effort, not better results.

In March 2018, two months after acquiring Howell, Erin rolled out Pipefy on her own, with no outside help. Applications started flowing in through a standardized form, with full history preserved so the team could spot reapplications. Interviews were structured inside the platform, with consistent questions and responses attached directly to each candidate’s record, leading to better-informed hiring decisions.

Approved candidates began receiving onboarding paperwork through the integration between Pipefy and DocuSign, with every document automatically filed in a central database. At the end of onboarding, Pipefy creates a card in the caregiver database, linking each employee’s full history, performance reviews, absences, late arrivals, and other records.

From recruiting, Erin expanded Pipefy across time-off requests, billing, employee medical incident reports, and tracking of sensitive data such as vaccination status and Covid-19 cases. The no-code customization meant the team could adapt workflows as the industry evolved, without relying on IT and with full ownership of every process.

Automation cleared out the repetitive work that used to fill much of the team’s day, freeing people for the tasks that actually require human judgment. Centralizing information also gave leadership full control: the entire operation can be audited, adjusted, and scaled without losing track of its history.

Those efficiency gains were decisive for the company’s expansion. Comfort Keepers, which started in 2016 with the Farmington franchise alone, added Howell in January 2018 and expanded to West Bloomfield in April 2021. According to Erin, growing to three franchises simply wouldn’t have been possible without the efficiency gains Pipefy delivered.

Comfort Keepers is an international organization that provides in-home care for seniors and others who need support with daily activities such as bathing, dressing, personal hygiene, transportation, housekeeping, companionship, and personal attention. The company operates under a franchise model, with each location independently owned and run, contributing to the success of the broader organization.