Goodwill® Industries International is one of North America’s largest nonprofits, with more than 3,300 affiliated retail stores in the U.S. and Canada. Collectively, in 2023, the Goodwill network helped more than 1.7 million people build career skills, access professional resources, find jobs and strive toward their full potential.

But while many in the general public are familiar with Goodwill stores and might be familiar with its broader mission, less known is how its work is also part of an ambitious and ongoing digital transformation. Goodwill is harnessing data and automation to optimize its retail operations and better serve its communities.

“People might not automatically associate data and technology with Goodwill, but we’re an omnichannel retail engine,” says Kris Smith, senior director of data management and technology solutions at Goodwill Industries International. “Everything used to be done manually, but now we’re leveraging algorithms and automated software systems for so much of what we do.”

Delivering on a Mission

While each of the 154 independent local organizations that make up Goodwill have the flexibility to create their own technological strategies designed for their communities, Smith says senior leadership at the central organization, Goodwill Industries International, offers guidance and support. From detailed tracking of donations to managing product inventory to price-setting to optimizing transportation and logistics, the organization now uses cloud-based solutions to make everything more efficient and effective. This includes elevating e-commerce efforts through tools that help determine the best place and price at which to sell items.

“Technology gives us the method and systems to observe and track outcomes—whether in retail or mission delivery,” Smith says “We’re always looking to optimize our processes and lower our expenses so we can maximize our impact and serve our mission better.”

Technological solutions also help Goodwill meet the needs of job seekers it works with, including tools that identify strengths and relevant personality traits to match those individuals with fulfilling employment. “Now we can do a better job because we don’t just know your skills, but also your personality,” Smith says. “We see a lot of artificial intelligence coming into play with these types of assessment tools.”

As organizations like Goodwill digitally transform and deploy a wide range of tech tools—leveraging data to deliver insight and bolster performance—they need a strong foundation of connectivity, allowing them to easily support new applications and devices.

“High-quality connectivity has become an expectation among both employees and customers,” says Brandon Butler, senior research manager, Enterprise Networks, at the global intelligence firm IDC. Organizations, as they turn to tools driven by AI, the Internet of Things (IoT) and an ever-increasing number of cloud-based software, demand always-on connectivity to avoid disruptions and downtime—ultimately promoting more rewarding experiences for customers and employees. “From enterprise resource planning to finance to HR, business process applications are increasingly hosted in the cloud or in third-party locations that require reliable connectivity,” he says.

"Comcast Business helps us fill our skills gap. They give us the solutions we need, which takes a lot of pressure off us so we can make better decisions."  -Kris Smith, Senior Director, Data Management and Technology Solutions, Goodwill Industries International

Tech transformation at Goodwill is an ongoing endeavor, as the organization is always looking at new ways to use technology to become more productive and create a superior customer experience. Smith notes how the e-commerce arm of Goodwill has already benefited from the use of AI tools, using them to automate the creation of product descriptions. “Through a photo alone, they’re able to glean attributes such as size of clothing and the condition,” Smith says.

A Strategic Partner

Smith says the progress Goodwill has made in its technological initiatives has been built in part on strong strategic partnerships. For several years, Comcast Business has provided connectivity to over 500 Goodwill stores nationwide. Given the organization’s decentralized structure, Comcast Business works at times with local organizations on their individual connectivity needs, as well as Goodwill Industries International to assess longer-term technology needs and curate solutions and experiences that can help the brand overall.

From handheld employee devices to point-of-sales systems, most of the tools of digital innovation require fast, reliable connectivity to perform. Using knowledge of Goodwill’s mission and operating model, Comcast Business offers a range of solutions suited to Goodwill’s needs, including managed connectivity, Wi-Fi and cybersecurity services.

As Goodwill continues to innovate and assess new technologies like IoT and smart shelving, Comcast Business offers guidance on connectivity and other network solutions, and has helped make connections within the broader Comcast ecosystem.

The partnership with Comcast Business also aligns with Goodwill’s broader mission to advance education and employment opportunities for all. Nationally, Comcast’s Internet Essentials program helped connect thousands of adults with low income to discounted internet services, which are increasingly necessary for employment and education, while installing free Wi-Fi access at Goodwill locations to help people get online, take training courses and search for jobs.

Smith says Comcast Business has been an invaluable partner, helping Goodwill improve the retail side of the operation while also helping it deliver its mission-critical programs and services strategically.

Comcast Business helps us fill our skills gap,” Smith says. “We’re really good at running retail and mission services, but what we need help with is leveraging our data through technology. They give us the solutions we need, which takes a lot of pressure off us so we can make better decisions.”

See how Comcast Business is Powering Possibilities.

Originally posted on the Wall Street Journal, https://partners.wsj.com/comcast-business/powering-experiences/how-technology-helps-goodwill-thrive/