Optimizing a Food Bank CRM: A Path to Efficiency and Impact

The Challenge: Inefficient Relationship Management

A regional food bank in a major US city struggled with using CRM to manage their relationships with the partner agencies distributing food to those in need. They recognized that they needed a Constituent Relationship Management system (CRM) to better engage these agencies but didn’t know what platform they should invest in – Salesforce or Microsoft Dynamics

Identifying a CRM Solution

The food bank engaged Build to lead a CRM selection project. Collaborating closely with food bank staff, Build conducted a discovery process to understand their requirements for a CRM. Integration and automation emerged as major themes: the food bank needed a CRM that would connect with key IT systems, add efficiency to workflows, and streamline communication with constituent agencies. They also needed to move away from paper forms so that data could be easily accessed and analyzed.

Moving Forward

After careful consideration and extensive market research, the food bank ultimately determined that Microsoft Dynamics would be the better system for their needs. Build helped ensure a smooth transition to Dynamics, ensuring that the CRM would integrate seamlessly with the food bank’s financial management software and other key IT systems, as well as developing a comprehensive adoption plan to ensure sufficient training and support for staff.

Empowering Impact with CRM

Since implementing the new CRM, food bank staff have seen remarkable enhancements in efficiency and effectiveness. They now benefit from automated application processes and enhanced communication with constituents through a new online portal. The CRM’s advanced features, including triggers and reminders, assist staff in managing important tasks and meeting deadlines. Freed from the burden of managing paper forms and manual Excel processes, staff can now focus on mission-critical tasks. They are able to build stronger relationships with constituents, leading to improvements in food distribution processes and more effective service to the community.