Salesforce CRM makes donor management more effective at Goodwill Industries of San Francisco, San Mateo, and Marin Counties

Goodwill Industries of San Francisco, San Mateo and Marin Counties required a new CRM system that would capture better information for its online and 17 retail stores, support all their marketing efforts from a single database, and allow them to develop a complete business intelligence system. They also wanted a solution that they could create as a template and share with other Goodwill affiliate organizations.

With assistance from Salesforce’s professional services, Goodwill deployed Salesforce CRM to 150 employees throughout the organization in just a couple of months. They centralized donor and customer information in the Sales Cloud, making it easier for Goodwill to cross-sell to customers, material and financial donors, and plan corporate donation drives. They also created a custom integration between Goodwill’s web site and Salesforce CRM that enables the automatic creation of new accounts, contacts, and opportunities, and generates response emails, case assignments, and escalations as needed. Also, donation receipts –including a personal note from the data entry interns who are learning how to use Salesforce CRM as part of their job training experience –are automatically sent to donors via email.

With Salesforce, Goodwill dramatically increased the number of donors in its database, improved information sharing and integration among disparate departments for more coordinated efforts, and are able to more easily meet the unique reporting requirement of the IRS and other funders and agencies. As an added benefit, Goodwill program participants trained in data entry and reporting using Salesforce CRM have experienced improved placement rates for employment at other nonprofits.

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