Customer Success Story: Riverwest Food Pantry


By Lauren Keepers

About Riverwest Food Pantry 

Riverwest Food Pantry is a 501(c)(3) nonprofit organization that serves as a Community Food Center — an emerging new model in Milwaukee where fighting hunger is a catalyst to neighborhood well-being.

 

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Humanizing & Dignifying
the Shopper Intake Process

Riverwest Food Pantry struggled to gain volunteer user adoption of the previous CRM system and also saw that shoppers were finding it difficult to quickly and easily access food pantry items. The antiquated CRM and paper filing systems also prohibited the volunteers from making warm, personal interactions with shoppers upon entry into the pantry. This created a poor customer experience and impersonal interaction between volunteers and guests.

 

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THE CHALLENGE: DISCONNECTED SHOPPER DATA

Riverwest recognized two major challenges that posed potential risk for holding true to their mission to relieve hunger, homelessness and joblessness in greater Milwaukee: 

> Personalized & Humanized CX – Shopper profile information and intake was repeatedly mismanaged, lost and untrackable. Fragmented data from disjointed systems prohibited volunteers from focusing on face-to-face interactions and driving truly personalized experiences, which resulted in poor CX for shoppers.

> Scaling From Pantry to Community Center – Riverwest faced three major hurdles when looking to achieve their long-term vision of growing from “Pantry” to “Community Center:”

  • Decentralized information about donors, which posed a threat to maximize fundraising potential.
  • Undocumented, decentralized data about manual, internal workflows caused decrease in volunteer engagement, retention and productivity.
  • Overall operational inefficiencies restricted shopper population growth.

Riverwest required a unified platform for volunteers to easily access, collect and protect all data relating to their mentorship program, Team Stride (ongoing communications with social services, housing documentation, job placement progress, clothing distribution, etc.).

THE SOLUTION: CRM RE-EVALUATION & CONFIGURATION

Riverwest and Canpango executives joined forces to design a phased approach to identifying a new shopper intake vision and building a sustainable Salesforce instance that supports Riverwest staff and volunteers to create shopper profiles and track historical shopper needs with more ease and greater security around confidential profile fields like name, address and annual income. Additionally, unique configurations of Salesforce Chatter have allowed them to continue to breathe life into services that go beyond food distribution — like resume creation and job interview preparation — due to increased resource sharing and transparent communication between all volunteers. By being able to easily track, reference and store donorship activity, Riverwest employees are now able to quickly categorize and strategize for stronger sponsorship alignment and cultivate more mindful corporate giving relationships. 

THE VALUE: 360º CUSTOMER VIEWS

With a new CRM solution in place, Riverwest is now able to leverage data that allows them to:

> Increase focus and resources dedicated to resolving big-picture questions like:

  • What are our shoppers depending on our organization for?
  • How successful are we in aligning shoppers with the right services?
  • Where do we win?
  • Where do we lose and how do we prevent the same losses in the future?

> Elevate the shopper experience by eliminating intake process inefficiencies.

> Enhance ownership and control of the Riverwest mission.

> More managed donorship documentation and reporting through a tailored data integration in Salesforce.

THE RESULTS: BETTER CX & EFFICIENT PROCESSES THAT WILL EVOLVE WITH THE BUSINESS

By working together to build a custom Salesforce instance, Riverwest can continue to lead the charge as a community food center innovator and work to achieve its long-term goal of transitioning from a large food pantry to a full-service community sanctuary.

  • Growth & Expansion – Through agile data heat mapping, Riverwest can now quickly identify high concentration areas where shoppers live in order to plan for future pantry location openings and maximize accessibility potential in the process.
  • New Program Rollouts – Through custom dashboard reporting, Riverwest staff now has a universal view on historical shopper records that reveal patterns in the poverty cycle with housing stability being the primary cause. This intel helps Riverwest create and launch programs to solve for these problems.
  • Increased Donorship – Through comprehensive activity tracking, donor stewardship is now more than just a name with an associated dollar amount. Now that Riverwest can log extensive donor bios including how to connect their side passions with the appropriate sponsorship opportunities, the organization has seen increased donorship as a result. 

 

The biggest difference Canpango makes as a consulting partner is in the way that they take full ownership of the digital transformation process — knowing the ins-and-outs of the technology platform [Salesforce] and making plans to reshape internal operations that positively impact the overall customer experience.
Vincent Noth | Executive Director, Riverwest Food Pantry

 

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