“Our organization had many ongoing issues with our HR technology. We weren’t sure whether or not we needed to switch vendors or fix what we had. That’s where Willory was able to assist us.”

Goodwill Industries of Greater Cleveland & East Central Ohio Inc. (“Goodwill”) is a widely recognized social enterprise/non-profit in the area.    

In 2018, Goodwill began experiencing issues with their HRIS software – specifically their administrative and reporting modules – due to a lack of sufficient customer support from their HCM vendor. They were at a crossroads, unsure whether to remain with their current system or begin the search for a new HR technology partner. As Manager of Human Resources Operations Trish Dawson describes their experiences prior to working with Willory, “Our organization had many ongoing issues with our HR technology. We weren’t sure whether or not we needed to switch vendors or fix what we had. That’s where Willory was able to assist us.” By working with Willory’s consultants on an HCM optimization project, Goodwill had a greater sense of the constraints with their system, created an effective plan to fix them, and brought on Willory to provide ongoing support. 

Goodwill learned of Willory’s HCM systems optimization service from a Willory client in food manufacturing. Central to the initial conversations was their strict budget and how to achieve the project effectively within those parameters. The initial scope of the project was extensive in scale, but to meet their budget, a more defined project scope was determined.    

The first steps with Willory’s consultants included compiling a list of their current system capabilities against what it cannot achieve, and to then discuss where they needed vendor support to help them “prioritize their issues better.” Willory’s consultants took these pain points, conducted research, and provided Goodwill with an assessment report including recommendations and priorities. This ensured that Goodwill accomplished their priorities while maintaining their budget. From there, Willory coordinated regular communication with Goodwill’s HCM vendor to provide direct support, including weekly meetings to work through defined issues systematically.

Meanwhile, Willory aided Goodwill with problems outside these support systems to achieve an optimized system. By working alongside Willory consultants to solve the problems, Goodwill has a stronger understanding of their system and how to address them in the future. “It was great to know someone was on our side. Willory was our safety net through this entire project,” describes Dawson. Goodwill is in a better place with their technology and will continue to utilize Willory’s support as needed on future optimization projects. With Willory, Goodwill is solving most of the issues through system configuration changes, module enhancements, support cases, and system training. Dawson concludes “Willory’s consultants are personable, knowledgeable, and know what they are doing. The entire team is responsive, supportive, and truly want success for their clients.” 

Willory continues to provide ongoing payroll compliance and best practices support for Goodwill.