Case Study: Give It Get It - A Digital Campaign Review

give IT. get IT.®️ was not simply trying to sell products online. The organization needed to manage the full lifecycle of donated technology, from donor source and collection through refurbishment, quality control, pricing, customer fulfillment, billing, and final distribution. That process involved both mission-driven service delivery and complex operational logistics.

The organization also had to serve several audiences at once. Corporate and institutional donors needed an easy way to donate surplus technology and understand the value of secure, responsible reuse. Individuals and organizations seeking affordable technology needed a clear path to access computers, services, training, and support. Internal teams needed better systems to manage incoming equipment, track device status, coordinate fulfillment, process billing, and report on activity.

Before the systems were better connected, data lived across multiple platforms and workflows. Salesforce was used for CRM and sales-related activity. MTS supported donation source material and internal tracking. QuickBooks Online handled billing. WooCommerce supported online product and service transactions. Website forms and manual workflows created additional data entry points. This created duplicate work, inconsistent visibility, reporting limitations, and process bottlenecks.

The challenge became even greater as the organization planned for significant growth. give IT. get IT.®️ wanted to increase its annual device delivery from roughly 1,100 devices to a projected 5,000–25,000 devices. That level of growth could not be supported efficiently with disconnected systems, manual updates, inconsistent data structures, and fragmented workflows. The organization needed technology that could help it scale without requiring administrative resources to grow at the same rate.

Key Challenges:

• Consolidating multiple legacy websites into one clear brand, message, and digital experience.
• Communicating both sides of the mission: technology donation and technology access.
• Building an eCommerce foundation that supported products, services, customer accounts, and online transactions.
• Connecting disconnected systems, including Salesforce, QuickBooks Online, WooCommerce, MTS, web forms, and customer portal activity.
• Reducing duplicate data entry across intake, fulfillment, billing, and reporting workflows.
• Improving donor-to-end-user tracking so devices could be followed from source through final distribution.
• Supporting standardized pricing across products and services.
• Cleaning up and improving data collection through web forms and Salesforce workflows.
• Creating better visibility into device status, customer activity, internal workflow, and reporting.
• Supporting role-based access, security improvements, two-factor authentication, and standard data encryption.
• Giving the organization a scalable operational foundation capable of supporting major growth without creating unnecessary administrative burden.

The MTS / Management Tracking System was central to the organization’s ability to scale. Smile MEDIA supported improvements to the custom materials tracking workflow so give IT. get IT.®️ could better manage device intake, source tracking, refurbishment status, reporting, customer portal data, billing alignment, and eCommerce activity.

The MTS initiative focused on creating a more connected environment between the systems the organization relied on every day. Salesforce supported CRM and sales-related data. QuickBooks Online supported billing and accounting. WooCommerce supported eCommerce activity. MTS supported internal materials tracking, donor source information, and operational workflows. The customer portal created another layer of visibility for account activity and service interaction.

By improving how these systems worked together, the project helped reduce manual steps, improve operational visibility, and create a stronger foundation for tracking technology from donor source to end-user receipt.

MTS Enhancements Included:

Improved materials and device tracking workflows. 

• Better alignment between MTS, Salesforce, QuickBooks Online, WooCommerce, and customer portal activity.
• Support for donor-to-end-user tracking.
• Updated reporting and operational visibility.
• Improved data connection between internal systems and customer-facing activity.
• Reduced duplicate data entry across systems.
• Support for standardized pricing and fulfillment workflows.
• Security review and implementation planning, including two-factor authentication and encryption standards.
• Role-based access considerations for internal users.
• A more scalable foundation for future operational growth.

Smile MEDIA approached the project as a phased digital transformation rather than a single website build. The work required branding, website development, eCommerce, SEO, analytics, systems integration, process improvement, and custom software thinking.

First, Smile MEDIA helped consolidate multiple websites and messages into one unified platform. This gave give IT. get IT.®️ a clearer public-facing presence and made it easier for visitors to understand whether they wanted to donate technology, access technology, learn about services, volunteer, or contact the organization.

Second, Smile MEDIA supported the development of eCommerce capabilities. This helped the organization present products and services online, support customer account functionality, enable cart and checkout workflows, manage online transactions, and create a more structured digital path for users.

Third, Smile MEDIA supported the MTS / Management Tracking System initiative by helping connect critical operational systems. This included Salesforce, QuickBooks Online, WooCommerce, MTS, customer portal data, and internal workflows. The result was a more practical operational backbone designed to improve visibility, reduce redundant data entry, and support much larger device volumes.

Solution Highlights:

• Website consolidation from multiple legacy properties into one unified digital platform.
• Brand and message clarification around the "Give IT" and "Get IT" sides of the mission.
• Mobile-responsive website design and development.
• eCommerce development using WordPress and WooCommerce.
• Product, service, cart, checkout, and customer account functionality.
• SEO planning, keyword research, technical setup, and analytics implementation.
• Google Analytics and Google Search Console implementation or verification.
• MTS workflow enhancement for materials tracking and operational visibility.
• Salesforce process improvement and data collection support.
• QuickBooks Online integration planning and billing alignment.
• WooCommerce integration with the organization’s digital commerce workflows.
• Customer portal planning and account activity support.
• Reporting improvements and stronger data visibility.
• Security and access-control improvements, including two-factor authentication and encryption considerations.
• Scalable architecture planning to support future growth.