Iowa Goodwill Establishes Powerful Client-Tracking System with CRM Technology
Goodwill Industries of Central Iowa’s mission is to empower individuals and families with barriers to independence through training, education, and employment. Relying on manual, paper-based processes and spreadsheets to track and manage its clients, Goodwill decided to improve productivity and the quality of its services through a customer relationship management solution. Working with its partner, QCI, Goodwill deployed Microsoft Dynamics CRM and customized the solution to the unique requirements of case management for job-training services. Since deployment, Goodwill has increased caseload capacity by 20 percent and job placements by more than 38 percent without adding staff. With all information now centrally managed, the organization provides quick responses to its clients, strengthening such relationships, and is poised to continue to increase the quality of its training services.