In the world of nonprofit retail, where every dollar earned drives social impact, technology can be a powerful force multiplier. For Goodwill Industries of Northwest Ohio, that reality became abundantly clear when aging point-of-sale systems began holding the organization back—threatening not just operational efficiency, but also its broader mission: helping people overcome barriers to employment through job training and placement programs.
Faced with failing registers and outdated processes, Tim Kralovic, Vice President of Donated Goods, led the charge to overhaul the retail operation. His goal: implement a modern retail management platform that could streamline transactions, improve data visibility, and ultimately increase revenue to support the nonprofit’s community mission.
To modernize its point-of-sale system the organization chose Epicor Propello, a cloud-native POS system purpose-built for the unique needs of modern retailers.
Out with the Old: Reaching a Tipping Point
Prior to implementing Propello, Goodwill Industries of Northwest Ohio operated 15 retail locations using dated Casio cash registers paired with standalone credit card readers. The system was fully manual, labor-intensive, and prone to error. “We needed an intuitive system that made transactions as simple as possible for both our employees and customers,” says Kralovic. “Reducing manual entry and the risk of human error was a top priority.”
The search for a modern solution led the team to evaluate multiple platforms—but many posed challenges. “Some systems pushed features we weren’t ready to use and came with inflated costs,” he explains. After speaking with other Goodwill branches already using Epicor Propello, Kralovic found what he was looking for: a scalable, user-friendly solution that wouldn’t strain the budget.
Fast, Smooth Implementation
Epicor Professional Services took the reins on implementation, completing the rollout to all 15 locations in just 90 days—despite the complication of a store remodel mid-project. “Epicor went above and beyond,” Kralovic recalls. “I was in the middle of a remodel and felt no pressure at all. The team had it covered.”
Even staff who missed formal training due to the remodel picked up the system quickly. On opening day, with five times the usual customer volume, employees managed the surge with confidence after only a short morning walkthrough.
Daily Efficiency Gains
The benefits of the new system were immediate and tangible. One of the most impactful changes was the reduction in end-of-day closing activities. By automating processes that were previously manual—like counting tills—Goodwill saved roughly two hours of payroll per day per location.
These time savings compound quickly across the organization, freeing up hours that can be redirected to other high-value activities that benefit both staff and customers.
Driving Loyalty and Donations
With Propello, Goodwill Industries of Northwest Ohio launched a new points-based customer loyalty program that gives shoppers tangible rewards when spending thresholds are met. The program, fully integrated into the checkout process, allows cashiers to notify customers of their points in real time and even prints reward details on receipts.
Beyond building loyalty, this switch also improved margins. By consolidating disparate discounting efforts into a single reward program, the portion of sales affected by discounts dropped from 5% to 3.5%, boosting profitability.
Meanwhile, the automated “round up” donation prompt at checkout has revolutionized customer giving. No longer reliant on manual cashier prompts or math, the automated feature has led to a 33% increase in donations at the register, directing even more funds to the nonprofit’s mission.
Empowering Employees and Reducing Turnover
Propello’s intuitive interface has also played a key role in improving employee satisfaction. For an organization heavily reliant on part-time labor—often from individuals requiring flexible work schedules—the ability to rapidly onboard new hires is crucial.
“Eighty percent of our employees report being ‘very satisfied’ or ‘satisfied’ with the tools they have,” says Kralovic. As a result, the organization has achieved a 25% reduction in employee turnover, a significant win in a challenging labor market.
Data That Drives Smarter Decisions
For the first time, store managers and employees alike have access to real-time data on sales and inventory. Each store can tailor its stock based on localized sales trends, while head cashiers and leadership use Propello dashboards to track performance and celebrate wins.
One standout metric: average ticket size increased from $15 to $17.10, representing a 15% jump in transaction value. “Employees can now see the results of their efforts in real time, and it motivates them,” Kralovic says.
Scalable with Room to Grow
Perhaps the most powerful part of Goodwill’s transformation story is the flexibility of the Propello platform. With its cloud-native foundation, Propello offers the scalability and configurability needed to evolve alongside the organization’s needs.
“We see Propello as a blank canvas,” says Kralovic. “It allows us to create a sales environment that works for us now, and it has room to grow as we diversify and expand.”
For Goodwill Industries of Northwest Ohio, the decision to implement Epicor Propello has delivered results that extend well beyond retail performance metrics. From operational efficiency and improved customer engagement to happier employees and increased mission funding, the transformation has touched every part of the organization.
In a sector where every efficiency gained translates to more lives impacted, the right technology doesn’t just improve business—it powers purpose.
What this means for ERP Insiders
Prioritize Scalable, User-Friendly Systems to Support Workforce Agility
Goodwill’s success with Epicor Propello highlights the value of intuitive, easy-to-learn platforms—especially for organizations with high employee turnover or part-time staff. Investing in technology that minimizes onboarding time and reduces friction in day-to-day tasks can improve employee satisfaction and retention while maintaining operational continuity.
Use Integrated Technology to Turn Everyday Transactions into Strategic Revenue Streams
By automating donation prompts and consolidating loyalty programs within their POS, Goodwill turned checkout interactions into powerful tools for fundraising and customer retention. Tech leaders should look for systems that allow for seamless upsell, donation, and engagement opportunities at the point of sale.
Leverage Real-Time Data Visibility to Drive Smarter, Store-Level Decisions
Goodwill’s ability to access daily sales data and performance dashboards helped them increase average transaction size and fine-tune inventory. Business technology leaders should ensure their platforms offer actionable analytics that empower frontline teams and improve organizational alignment.
