San Francisco-Marin Food Bank Transforms Service with Build Consulting’s CRM Expertise

Introduction  

The San Francisco-Marin Food Bank has long been a lifeline for thousands in one of the most economically imbalanced areas in the U.S. With a mission to end hunger in San Francisco and Marin counties, the Food Bank provides food to more than 53,000 households weekly by collaborating with a network of partner agencies. This critical effort ensures that vulnerable populations, including 1 in 5 neighbors at risk of hunger, receive the support they need.  

However, as demand for their services grew, the Food Bank hit a roadblock. Their outdated tools made it increasingly difficult to manage relationships with partner agencies and streamline food distribution processes.  

The Problem  

The Food Bank’s challenges revolved around outdated systems and inefficient processes.  

• Tools that didn’t talk to each other: Existing tools lacked integration, making it time-consuming to manage data and communication with partner agencies and track key activities.  

• Paper-Heavy Processes: Manual paper forms created inefficiencies and limited staff’s ability to quickly access and analyze data critical to food distribution.  

• Uncertainty Around CRM Options: The Food Bank knew they needed a CRM but weren’t sure which system—Salesforce or Microsoft Dynamics—would best align with their unique requirements.  

Build Consulting’s Approach  

Recognizing the need for a strategic overhaul, the Food Bank partnered with Build Consulting for expert guidance on identifying and implementing the right CRM solution. Here’s how the project unfolded:  

• Discovery Process  

We began by conducting an in-depth discovery process, engaging closely with Food Bank staff to understand their workflows, challenges, and goals. Integration and automation emerged as key priorities to enhance operations.  

• Strategic CRM Selection  

With priorities identified, Build Consulting evaluated both Salesforce and Microsoft Dynamics on their ability to deliver the needed integration, automation, and efficiency. After a detailed comparison, we recommended the most suitable solution based on the Food Bank’s goals and budget.   

• Streamlining Processes  

We worked to ensure the selected CRM would address key inefficiencies. This included automating application processes, creating a centralized database for improved access to critical data, and moving away from reliance on manual, paper-driven workflows.  

• Improved Constituent Engagement  

To strengthen relationships with partner agencies, the CRM was equipped with features like real-time triggers, reminders, and an online portal to facilitate seamless communication.  

The implementation process was collaborative every step of the way, ensuring Food Bank staff were trained and empowered to leverage the new CRM effectively.  

Results  

Since rolling out the CRM, the San Francisco-Marin Food Bank has reaped significant results that have directly benefited their mission and operations.  

• Enhanced Operational Efficiency  

Staff has embraced a streamlined, automated workflow that eliminates time-consuming manual tasks. They are now free to focus on mission-critical activities that drive greater impact.  

• Stronger Constituent Relationships  

The new online portal and improved communication tools have enabled the Food Bank to build meaningful partnerships with their agencies, ensuring smooth collaboration in food distribution.  

• Real-Time Support for Staff  

Features like triggers and reminders help staff stay on top of critical deadlines while making the most of their time.  

• Data Accessibility  

The elimination of paper forms has made key data more readily accessible, enabling informed decision-making.  

The Food Bank is now better positioned to meet the needs of their community, expanding their impact while reducing administrative burdens.  

Conclusion  

The San Francisco-Marin Food Bank’s successful collaboration with Build Consulting demonstrates the power of strategic technology investments in driving real-world impact. By thoughtfully selecting and implementing a CRM tailored to their needs, the Food Bank overcame critical challenges, strengthened relationships with partners, and ensured their operations are set up for future success.  

These results were not just about lost saved or effort; the project directly impacted the Food Bank’s ability to efficiently distribute food and strengthen partnerships with constituent agencies.