Let’s be honest, switching testing providers can feel like a massive undertaking. Especially when high-stakes exams, tight timelines, and small-but-mighty teams are all in the mix. It’s no wonder many credentialing organizations stick with outdated solutions longer than they should. Yes, change can feel risky, but sometimes staying put is the bigger risk.
That was the situation the Association of Clinical Research Professionals (ACRP) found themselves in. And when they decided it was time for something better, they made the switch to PSI, moving six exams in just 90 days without missing a beat. And the best part? Candidate satisfaction went up.
If you’re weighing a similar decision, I want to walk you through what made this transition work and how your team could approach it too.
Why ACRP knew it was time for a change
ACRP serves thousands of professionals in clinical research and offers a growing lineup of certifications. Their internal team runs lean: six programs (four of them NCCA-accredited), managed by a small group with ambitious goals.
They’d worked with the same provider for over 15 years. But over time, they felt their testing program needed a more innovative approach. As Certification Director Steven Gonzalez put it, “It was more about maintaining than improving. We needed new ideas, better support, and someone to lead us forward.”
They were ready for a partner who could bring innovation, responsiveness, and end-to-end exam delivery that would grow with them.
How the ACRP and PSI team delivered in just 90 days
This project wasn’t small. ACRP needed to move six exams, build new integrations, and go live soon after a holiday period. That kind of timeline would make most people nervous. But what made the difference was how closely our teams worked together.
This was a true partnership. Every piece of the program, from test development and secure test delivery to client support, was tightly coordinated. And because of that, ACRP didn’t need to bring on more staff or worry about gaps.
Chief Executive Officer Susan Landis summed it up simply: “We’re a small team managing a large program, and with PSI, we haven’t needed to hire additional staff. They really do act as an extension of us.”
Supporting candidates every step of the way
Let’s face it, test takers can always tell when something isn’t working, and they can be understandably vocal about it. ACRP had been dealing with frequent complaints under their old setup. So, one of their biggest concerns was that this switch would create confusion or frustration for candidates.
The answer turned out to be no. In fact, candidate satisfaction exceeded 90% across both test center and remote testing. That’s thanks to a streamlined portal, clear communication, and reliable live remote proctoring.
Certification Manager Jen Milam said it best: “We used to get constant complaints. Now we barely hear from candidates, and when we do, PSI has already flagged and resolved most issues. The satisfaction data speaks for itself.”
Read our blog: how to design a friction-free online proctoring experience.
What ACRP gained with PSI
The benefits of the transition extended well beyond the go-live date. Here are some of the changes that made a difference:
- Automated key processes with single sign-on (SSO) and score reporting APIs.
- Completed four job analyses and exam form updates on time.
- Handled a surprise bulk request for 1,500 certifications without disruption.
- Made small candidate-friendly changes (like mid-cycle bathroom breaks) without red tape.
- Strengthened test security with clear protocols and fast response.
And perhaps most importantly, the ACRP team now has more time to focus on what matters: advancing their mission.
Steven Gonzalez highlighted the difference: “PSI’s test development team is amazing – so responsive, proactive, and full of exciting testing innovations. It feels completely different than what we were used to.”
Change doesn’t have to be scary
ACRP’s story shows that switching testing providers doesn’t have to be risky or disruptive. With the right partner, a transition can actually be a launchpad for improvement – streamlining operations, supporting candidates, and building confidence across your program. As Steven puts it: “Don’t be afraid to make a change, even if you’re a small program. PSI has proven to be everything we hoped for and more.”
Read the full Association of Clinical Research Professionals (ACRP) case study.