Impact Update: One year after their new software implementation, Crisis Assistance Ministry Gastonia has increased their number of applications by 138%.
Crisis Assistance Ministry Gastonia (CAMG) is a cooperative mission of the greater Gastonia faith community established in 1976. By providing direct emergency assistance through collaboration with other community resources, CAMG assists those facing financial crisis or struggling with the burden of poverty. CAMG serves about one-half of Gaston County by providing emergency food, utility, and rent/mortgage assistance to those in financial crisis. One year after the completion their new software implementation, we checked in with Kim Wheeler and Jenny Moran of Crisis Assistance Ministry Gastonia (CAMG).
Software Implementation
In 2022, Apparo matched a volunteer team from Centric Consulting to CAMG in order to help with the software implementation of Salesforce. With the implementation of Salesforce, CAMG has been able to increase the number of applications they are taking by 138%. When asked whether they would be able to serve more people, Kim Wheeler shared that the volume of people they’ve been able to serve has increased. Jenny Moran stated, “We haven’t increased our widget production. We’ve increased the number of people we are able to serve.”
They have also increased convenience for those they serve. Through the Salesforce software implementation, applications are automated. This means applicants do not have to come into CAMG during their office hours but can instead apply online. Within the office, the new software has allowed CAMG to better track the status of applications. Although one of the main goals of the project was a reduction in staff time, CAMG has not experienced this mainly because the number of applications has increased. They also were down one staff person for seven months, meaning her duties had to be distributed to the already existing employees. Moran and Wheeler both stated if they didn’t have Salesforce in place, they “would not be able to handle the volume they have had for the last six or seven months.”
Customization
Although the project ended over a year ago, one Centric Consulting volunteer, Jennifer Elliott, has remained involved with CAMG. Elliott has helped beyond the software implementation. She had helped CAMG customize and also problem-solve any issues they have had with Salesforce. Both Moran and Wheeler feel like she has gone above and beyond to help them and are appreciative of all the time she has dedicated.
The software implementation has also added more security for their clients since social security numbers are no longer required. Without this requirement, CAMG is better able to serve undocumented immigrants. Moran has been able to speak Spanish to them. CAMG is working on the process surrounding how to help undocumented immigrants in the best way possible.
CAMG have been able to customize their dashboard to better fit their needs. By integrating Quickbooks, they are better able to keep an eye on their budget. They can plan out expenses by quickly looking at the Salesforce dashboard. They also have a red alert if a client is unable to be served or if it is a restricted account. This helps other employees of CAMG know they need to ask more questions before interacting with the clients.
Final Thoughts
In conclusion, the Salesforce software implementation has positively impacted CAMG’s ability to better serve their clients and reach more people within our community. “It has changed the way we work. It’s been great. We could not have done this volume without the Salesforce system. At the end of the day, more people are receiving the help they need,” Jenny Moran shared.
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