Customer Success Story: Guitars For Vets


By Megan Timmler

About Guitars for Vets

Guitars for Vets® (G4V) is a federally registered 501(c)(3) nonprofit organization founded in 2007 with headquarters in Milwaukee, Wisconsin. G4V currently operates more than 100 chapters in over 40 states with the help of hundreds of volunteers. G4V is dedicated to sharing the healing power of music with Veterans suffering from Post Traumatic Stress (PTS), Traumatic Brain Injury (TBI) as well as other health issues that resulted from their military service. G4V pursues its mission by providing Veterans free, private guitar instruction, and new guitars.

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THE CHALLENGE: DISPARATE STUDENT & INSTRUCTOR DATA

Responsible for managing over 100 chapters nationwide, the G4V Executive Team struggled to centralize siloed customer data into one place due to manual labor-intensive operations that consisted of:

  • Student and instructor profile information collected via paper form submission, which was then translated into Excel.
  • Time-consuming Excel formulas that limited efficiency and speed  of new data entry.

THE SOLUTION: TAILORED, AUTOMATED WORKFLOWS

In order to meet the demands of their rapid chapter expansion, G4V chose to partner with Canpango to design a Salesforce org with a chapter-centric approach where:

  • Salesforce Accounts were created to represent individual chapters.
  • Salesforce Custom Objects were created to represent student and instructor profiles and guitar kit order numbers.
  • Salesforce Contacts were used to represent chapter Coordinators.
  • A Salesforce custom reporting dashboard was built to inform leadership team with cross-chapter pipeline results, including number of enrolled students to date, number of graduated students to date, through-put rates indicating growth or depreciation in program success, guitar lesson completion rates per instructor and more.

THE RESULTS: BETTER CUSTOMER EXPERIENCE & MORE PRODUCTIVE PROCESSES THAT WILL GROW WITH THE ORGANIZATION

Through a streamlined volunteer onboarding process built within their Salesforce org, G4V chapter volunteers are now able to:

  • Conduct, document and house the necessary background checks and interview material required for all volunteer prospects to be accepted.
  • Operate under a refined ordering process between G4V and Kraft Music (guitar kit supplier) through unique ID generation, which allows for more timely delivery and reward for recent student graduates.
  • Solidify, replicate and scale program workflow successes with ease.

With a custom built Salesforce instance that serves as a single source of truth, the G4V Leadership Team and chapter volunteers are now armed with consolidated, up-to-date data allowing them to make more calculated decisions around growing their program in ways that achieves their mission — to honor and support those who’ve served by sharing the healing power of music.

“As we’ve scaled, we’ve been regularly approached by consulting firms, but it was our goal to select a Milwaukee-based partner. We were lucky to have the Canpango team right in our backyard to support the growth of the Milwaukee community.”

Eric Weinstein | Executive Director, Guitars For Vets

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