More Time for Clients, Less Time on Admin: Goodwill Kentucky’s Salesforce Success Story
At Goodwill Kentucky, helping Kentuckians find pathways out of poverty isn’t just a mission. It’s a daily, hands-on commitment. Through mission-driven programming, the organization offers wrap-around services to clients across 12 Opportunity Centers statewide. But as their programming expanded, so did the complexity of managing it all. Fragmented tools, manual processes, and compliance challenges were slowing down the very work designed to uplift communities. That’s when they partnered with Provisio.
Together, we reimagined how Goodwill Kentucky’s team could deliver services and track client progress with more consistency, clarity, and compassion using the power of Salesforce.
The Challenge: Manual Chaos and Disconnected Tools
Before Provisio, Goodwill Kentucky’s staff were juggling disjointed systems to run training classes and track client progress:
Third-party software (Wufoo) was used to manage class schedules and enrollments, requiring weekly URL updates and manual data transfers between platforms.
Career coaches had to copy/paste client data from Salesforce into Wufoo.
Facilitators had to manually log participation, jumping back into Salesforce after every session.
Automated notifications were nonexistent, and attendance tracking was inconsistent
Multiply this across dozens of weekly sessions at each of their 12 Opportunity Centers, and the result was a very time-consuming, error-prone process that strained staff and diluted impact.
The Solution: A Tailored Salesforce Experience Built by Provisio
Provisio didn’t just install out-of-the-box solutions - we collaborated closely with Goodwill Kentucky to build two custom tools within their existing Salesforce org that would transform the way they serve clients.
1. The Service Scheduler
Built on top of Salesforce, the Service Scheduler gave instructors and coaches a centralized, user-friendly hub to:
Create and manage classes across multiple Opportunity Centers
Automatically enroll clients and trigger email notifications
Track attendance in real time
Record participation directly onto the client’s record - no more data hopping
This data management strategy dramatically reduced Goodwill Kentucky’s administrative burden and eliminated the constant link maintenance and duplication of effort that had plagued the team.
2. The Action Plan Builder
In their day-to-day client operations, progress is measured step-by-step. Goodwill Kentucky needed a better way to capture that journey.
Provisio delivered a guided, structured interface for case managers (called “career coaches”) to collaboratively build goals with clients, one step at a time:
Clearly defined outcomes, with review dates and specific steps
Seamless compliance with CARF accreditation standards
An intuitive, screen-by-screen flow that simplified the experience for staff so they could focus on clients, not on remembering how to use the tool
The result? Action plans that are easier to create, easier to track, and more meaningful to both client and coach.
The Outcome: Time Saved, Stories Strengthened, Services Transformed
By consolidating and supercharging their program management workflows in Salesforce, Goodwill Kentucky has seen a transformation that goes beyond efficiency:
Reduced manual work across multiple teams, from coaches to facilitators to administrators
Improved visibility into program performance: How many services are delivered, hours logged, clients enrolled and passed - all trackable in real time
Stronger community responsiveness as centers adjust programming based on actual data
Compliance made simple with clear documentation of client goals and progress for funders and accrediting bodies
Most importantly, Goodwill Kentucky’s team now spends less time navigating systems and more time guiding clients toward meaningful employment and self-sufficiency.
Managed Services Partnership for Continued Success
Even if an organization has great internal Salesforce admins, which is the case for Goodwill Kentucky, it’s always a good idea to get more support. Through a Managed Services Partnership, Goodwill and Provisio work together to ensure continued success as conditions change and the organization grows. During weekly meetings, Goodwill has the opportunity to talk through any items that require support or run ideas past the Provisio team.
"Our experience with Provisio Partners has been nothing short of exceptional. What truly sets them apart is their unwavering focus on the end-user. Throughout the engagement, they consistently demonstrated mindfulness and thoughtfulness towards ensuring that the solutions implemented not only meet our business requirements but also resonate with our users.
This user-centric approach has resulted in solutions that are intuitive, user-friendly, and seamlessly integrated into our process. Throughout our partnership, we have fostered a collaborative environment, actively seeking feedback from one another and incorporating it into our development plans. This iterative approach not only ensures the final solution meets our expectations but also empowers us to take greater ownership of our Salesforce environment."
- Jose Nino, Salesforce Administrator, Goodwill Kentucky
Why It Matters
For mission-driven organizations like Goodwill Kentucky, the stakes are high. Every hour spent on admin is an hour not spent helping someone find their path. With Provisio’s human-centered approach to Salesforce, Goodwill Kentucky turned their technology into a true extension of their mission - equipping staff with the tools they need to do their best work and helping every client take confident steps forward.
Ready to reimagine your service delivery?
Let’s talk about how Provisio can help you simplify systems, empower staff, and scale your impact—just like we did for Goodwill Kentucky.
