ABOUT OUR CLIENT
GOOD360

Good360’s mission is to transform lives by providing hope, dignity, and a sense of renewed possibility to individuals, families, and communities impacted by disasters or other challenging life circumstances who, without us, would struggle to find that hope.

As the global leader in product philanthropy and purposeful giving, Good360 partner’s with socially responsible companies to source highly needed goods and distribute them through our network of diverse nonprofits that support people in need.

Since 1984 Good360 in cooperation with leading Corporate partners has donated 9 billion dollars in goods and distributes these goods through 87,000+ nonprofits to serve local communities across the globe.

EXPERTISE:

COMMUNITY SUPPORT, DISASTER SERVICES, CORPORATE GIVING, LOGISTICS, SUPPLY CHAIN

INDUSTRY DOMAIN:

NONPROFIT

SOLUTIONS:

  • SALES CLOUD
  • SERVICE CLOUD
  • COMMUNITY CLOUD

CONTEXT

Good360 utilizes the Salesforce Platform across the organization to improve communications with corporate donors, Nonprofits and other key constituents associated across logistics, supply chains and donated goods.   Supporting this vast ecosystem requires Good360 to execute key integrations to the commerce platform running on Magento and financials managed in NetSuite. Good360 required a seamless partner experience across all parties involved in the donation and delivery process via their 87,000 nonprofits and communities served.

SOLUTION

In order to achieve the set business objectives, OMI provides Good360 ongoing Salesforce resources for business process improvements, as well as services on integrating and customizing Salesforce Stack that includes Sales, Service and Community Cloud focus. This case study also features NetSuite and Salesforce integration, which was implemented with plans to interface it with Magento 2 later this year.

Aims and Objectives

Deliver transparency for Corporate Donors and Non-Profit On-Boarding, Offer OMNI channel support across the donor and 87,000+ nonprofit network.  Create a world-class Community Cloud where shared knowledge and community contributions meet to match donors and nonprofits to act quickly to serve those in need.

Sales Cloud to manage Corporate Donors and Nonprofit partners, We expect Sales Cloud to allow us to shift to a single point of contact account management for our members from our current multiple internal contacts model (one per business channel)

Community Cloud to extend our impact beyond product donation by offering a space to collaborate on our missions, ideate, and support each other inside our network of nonprofits.

Service Cloud to deliver Omni Channel support, formalize and centrally capture our support activity. Goals are to better manage our resources through analytics (activity peaks, preferred channels to contact us, request types)

Flexibility to meet demands where special needs arise in the communities our non-profit partners serve.

RESULTS

  • Streamlined member support and centralized data capture
  • Better quality of service with our high-touch retail partnership programs
  • Launch of COVID-19 response focused online community with our larger partners (feedback from one of our nonprofit partners: “I can see leaving it on my screen all day”.)

 

FEEDBACK

“OMI has a deep Salesforce expertise. More importantly though, their team has spent the time understanding our business to enhance our Salesforce platform where it delivers the most benefits. They have been particularly instrumental in the accelerated launch of our COVID-19 response Salesforce Community. I look forward to our continued partnership and mutual success”

Stephane Moulec
GOOD360
Stephane Moulec, VP of IT

Good360 - How We Transform Lives/

Advance Auto Parts Partners with Good360 to Support Communities Across the Country/

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