Solutions ITW is the premiere point-of-sale systems provider for Goodwill stores.

Their technologies are revolutionizing how Goodwill does business as a donated goods retailer.

Solutions ITW has been helping Goodwills implement point-of-sale and donation management solutions since 2006. Initially, Solutions took the same approach as their competitors — customizing off-the-shelf POS solutions to meet the unique needs of their donated goods retail (DGR) clients. It didn’t take long for them to realize that no two Goodwills are exactly the same, and what their clients needed was a POS and inventory management system that was designed from the ground up specifically for Goodwill.

Today, not only is Solutions DGR one of the most utilized DGR management systems among Goodwill stores, it remains the only product available on the market that is built specifically and exclusively for Goodwill.

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As with all of our clients, our relationship with Solutions ITW began with an intense discovery exercise.

Waypost Blog: What to Expect During a Discovery Meeting

Project Discovery

It was very important to both sides that our team fully understand the mission of Solutions ITW (as well as the mission and operations of their clients — Goodwill).

A large part of that discovery exercise was a complete brand strategy to establish a strong public presence for Solutions DGR and a concise and compelling commitment to Goodwill organizations specifically.

In addition, our discovery process for Solutions ITW extended well beyond marketing in order to address their need for improved sales processes.

Sales Coaching & CRM Implementation

Solutions ITW had already been using HubSpot CRM for a short time before engaging with Waypost, but they were failing to gain traction with the tool, and their sales team was struggling to keep up with managing their sales pipeline. Within the first 90 days, we assisted the client with the following:

  • Optimized HubSpot's CRM, including the addition of custom fields.
  • Integrated Gmail with the CRM to allow for automated posting of email conversations with each contact within the CRM.
  • Trained the client on how to properly use Tasks and Meetings to manage timely follow-up.
  • Defined the sales process and customized a Deal Pipeline and Lifecycle Stages to match the processes.
  • Developed a series of email templates focused on the most common situations. These templates improved sales efficiency in following up with prospects.
  • Trained and coached the client on the use of SOAPBOX for personalized video communication with prospects.

Website Redesign & Brand Revitalization

In the same 90 days that we were revising Solutions ITW’s sales processes, our design team developed and launched a completely rebranded website and online presence for Solutions DGR.

While we all understood that the website would never be their primary source of new leads, our team took it as a challenge that Solutions ITW did not believe that their website would ever convert a single organic lead.

Our strategic positioning and communications paid off when the website converted its first quality organic lead a few months after launching. This was the first time Solutions ITW had ever generated a lead without initiating the conversation.