MERS Missouri Goodwill Industries stands as a vital force in employment services across Missouri and Illinois. While most people associate Goodwill with retail stores, MERS Goodwill's mission runs much deeper. The stores serve as a funding source for a higher purpose: helping individuals experiencing disadvantages, disabilities, and other barriers find meaningful employment. Their programs transform lives through comprehensive job training and placement services, serving thousands of individuals annually.
With over 100 case managers and staff handling participant information, the organization faced a critical challenge. The company needed to modernize its case management system while maintaining the high level of service its community depended on.
Challenges
limitations
manual operations
reporting difficulties
inefficiencies
and financial tracking
inconsistencies
The search for the right solution was difficult. After several unsuccessful attempts with other vendors that couldn't meet their requirements, MERS Goodwill chose Creatio's no-code platform. The system's flexibility and capability to address complex requirements for managing program participants, all while eliminating the need for technical expertise among staff, made it the perfect choice. The implementation was led by Creatio's partner, Inovus Technologies.
Key Deliverables
One Unified Platform for Member Management
Digital Document Management
Automated Reporting System
Financial Management Tools
Legacy System Breaking Point
MERS Goodwill relied on a 20-year-old database that crumbled under modern demands. Case managers needed a VPN connection to internal servers to access participant data outside the office, even for the most basic information, making field visits and remote work impossible. Beyond this outdated system, staff relied on bulky three-ring binders, with crucial data scattered across paper files locked in cabinets at various career centers. This inefficient setup resulted in hours spent searching for documents, delayed responses to participant needs, and limited visibility into program performance. To adapt, each location developed its own habits of paperwork management, creating inconsistencies that further complicated state audits and reporting.
Making even minor changes to the system required an external contractor. We were stuck with inflexible technology while our program needs kept evolving.
The impact on operations was severe. Case managers managing hundreds of active cases had to track every participant milestone manually. State audits and accrediting reviews, occurring every one to three years, required lengthy paper-chasing exercises. Most critically, the lack of standardization across offices made consistent program delivery a challenge.
Today, those workers handle their entire workflow through Creatio's unified platform. They can access complete participant history instantly from any location, enabling them to respond to participant needs within minutes rather than hours or days. Cloud-based accessibility has eliminated the need for VPN connections. It ensures staff can securely check and update information whether they're in the office, at home, or meeting participants in the field.
Automation that Transforms Service Delivery
MERS Goodwill is a contracted service provider for many government programs , making monitoring participants' progress throughout the program crucial. The system change has had an essential effect on tracking capabilities and backend support. Previously, when state agencies requested participant progress reports, staff had to manually compile data from paper files and access databases—a process that could take days.
With Creatio, these reports are now generated automatically, offering instant tracking of participant goals and outcomes. The dynamic dashboards provide real-time insights into program performance, goal completion rates, and participant progress. Managers can easily identify expired goals or missing information, ensuring compliance with program requirements.
What used to require digging through physical files and merging database records now happens at the click of a button. Our case managers spend less time on paperwork and more time actually working with participants.
One of the most impactful innovations was the introduction of digital signatures through Creatio's mobile app. Previously, every participant interaction requiring a signature meant printing forms, securing physical signatures, and filing paper copies. Today, participants can sign certain documents directly on mobile devices, with signatures automatically incorporated into program documentation. This feature has significantly reduced not only paper usage but, most importantly, time, by accelerating the service delivery process.
Securing Consistent State and Federal Funding with No-Code
The enhancements provided by Creatio directly impact the financial sustainability of MERS Goodwill's programs. Government funding relies on demonstrable program success, with payments linked to participant milestones. Through Creatio, MERS Goodwill now tracks these milestones more efficiently and:
Thanks to these improvements, MERS Goodwill has transformed state funding management from a complex administrative challenge into a streamlined, automated process. This systematic approach ensures that every participant's success directly contributes to sustained program funding, allowing the organization to focus on its core mission: helping individuals transform their lives through employment opportunities.
From Biologist to Citizen Developer
Perhaps the most dramatic transformation came in system maintenance and customization. Before Creatio, even minor changes to their databases required external help throughout a process that could take weeks and was an additional expense.
The switch to Creatio's no-code platform revolutionized their approach to system development. Staff members with no programming background now handle system modifications independently. Don Vaisvil, who joined MERS Goodwill to teach basic computer skills, exemplifies this transformation.
I have a degree in biology, I've never been a developer. While I've been associated with technology, I don't know programming languages. Yet with Creatio, I'm empowered to do all this customization without relying on contractors. That has been a huge benefit for our organization.
The combination of Creatio's intuitive platform, the Inovus Technologies expertise, and MERS Goodwill's commitment to change has created a foundation for continuous improvement. Today, Don is working on developing program-specific home pages using Creatio's Freedom UI, demonstrating how the platform enables ongoing evolution driven by those who understand the organization's needs best.
About Inovus Technologies
Inovus Technologies specializes in transforming business operations with tailored software solutions. With over 24 years of expertise, they focus on business process mapping, consulting, platform integration, and training for top platforms like Creatio. Guided by their core values—transparency, people-first, curiosity, and dedication—the organization creates automated, no-code workflows that empower teams to work smarter and more efficiently.
