Transforming Salesforce Field Service for God’s Love We Deliver

God’s Love We Deliver (GLWD) is a remarkable nonprofit organization dedicated to delivering nutritious meals to individuals living with severe illnesses across New York City. Every day, GLWD’s fleet of drivers ensures that thousands of vulnerable residents receive meals tailored to their dietary and medical needs. Behind this lifesaving work lies a critical requirement: efficient, reliable technology capable of managing complex operations at scale.

For GLWD, Salesforce Field Service (FSL) promised to streamline scheduling, optimize delivery routes, and improve visibility across the organization. However, early attempts at implementing the platform fell short, creating operational bottlenecks and hampering the organization’s ability to fulfill its mission. That’s when GLWD turned to LIDD—a trusted partner with the technical expertise and operational insight to transform Salesforce into a truly effective tool for meal delivery.

The Situation Before LIDD

Before LIDD’s involvement, GLWD faced significant challenges with their Salesforce Field Service implementation. The system, initially set up by another provider, was not aligned with the organization’s operational realities. Routes were inefficient, automation failed to deliver on promises, scheduling gaps created delays, and staff struggled with user adoption.

For an organization where timing and accuracy are critical—after all, every meal delivered is a matter of health and well-being—these technical limitations posed a serious risk. GLWD needed a solution that not only functioned correctly but could be trusted by staff at every level, from dispatchers to drivers.

Recognizing the stakes, GLWD sought a partner who could assess the existing system, identify gaps, and implement a solution that would meet both current and future operational demands.

Why GLWD Chose LIDD

GLWD had prior experience working with LIDD, and that relationship was a key factor in their decision. LIDD demonstrated a unique ability to combine technical mastery with deep operational understanding. Unlike other consultants who might focus solely on patching issues, LIDD proposed a full re-implementation of Salesforce Field Service, ensuring a long-term solution rather than a temporary fix.

What set LIDD apart was their commitment to aligning system architecture with GLWD’s specific needs. From the outset, they emphasized a thoughtful, process-driven approach that would not just solve immediate problems, but set GLWD up for scalable success.

LIDD’s Approach

LIDD’s methodology went beyond traditional development work. The team began with a comprehensive assessment of GLWD’s existing Salesforce setup, carefully evaluating what was functioning, what wasn’t, and where improvements were necessary. The conclusion was clear: this was not a situation for quick fixes. A re-implementation was required to deliver real, lasting results.

Key elements of LIDD’s approach included:

• Collaborative, Values-Driven Engagement: LIDD worked closely with GLWD and other stakeholders, prioritizing responsiveness, punctuality, and professional communication.
• Process- and User-Centric Focus: Solutions were designed around the needs of dispatchers, drivers, and administrators rather than simply coding features.
• Technical Mastery with Operational Insight: LIDD brought deep knowledge of Salesforce Field Service, combined with an understanding of GLWD’s complex delivery workflows.
• Structured, Phased Execution: The team followed a deliberate process to assess, reconfigure, optimize, and validate every aspect of the system before going live.

This approach ensured alignment, confidence, and smooth adoption across all user groups.

The Solution in Action

The re-implementation focused on five key areas that would directly impact GLWD’s daily operations:

1. Routing Optimization
   LIDD redesigned delivery routes to reflect real territories, streamline logistics, and minimize travel time. By aligning the system with operational realities, GLWD drivers could complete more deliveries efficiently, ensuring meals arrived on time.
2. Resolving Ongoing Issues
   The team identified, prioritized, and systematically resolved critical system issues. This included automation failures, scheduling gaps, and functionality limitations that had previously hindered productivity.
3. End-to-End Testing
   LIDD defined detailed acceptance criteria, conducted comprehensive testing across integrated systems, and validated results with GLWD stakeholders. This ensured that every process—whether routing, scheduling, or reporting—performed reliably.
4. Training & Documentation
   Successful technology adoption depends on people as much as systems. LIDD provided extensive training for super-users, dispatchers, and drivers, along with clear, easy-to-follow manuals. This built confidence and ensured the staff could use Salesforce effectively from day one.
5. Go-Live Support
   LIDD managed the cut-over process, migrated configurations, validated production systems, and provided live support during launch. This hands-on guidance minimized risk and facilitated a smooth transition.

The Implementation Journey

The re-implementation took approximately six months, with LIDD overseeing all aspects of project delivery. Key milestones included:

• Configuration migration and system validation
• Comprehensive training sessions and documentation for end-users
• Coordination with partner systems such as Goldfinch, to ensure seamless integration
• Gradual transfer of ownership to GLWD, phasing out previous support structures
• Rigorous risk management to address system readiness, data quality, and business preparedness

LIDD’s meticulous planning and execution created a foundation for both immediate operational improvements and long-term scalability.

The Results

The results of the re-implementation were transformative. Salesforce Field Service now operates smoothly, with routing efficiency and scheduling reliability significantly improved. Staff are empowered to use the system effectively, and GLWD has regained trust in its technology platform—freeing the organization to focus on its mission of delivering meals with love.

Julie Van Dore, GLWD’s Senior Director of Technology and Information Systems shared her perspective:

Implementing Salesforce Field Service for our complex operations was challenging, and previous attempts hadn’t fully delivered. LIDD stepped in, quickly understood what had been built, identified what worked and what didn’t, and filled in every missing piece. They proved to be productive, creative problem-solvers—professional, non-judgmental, and always asking the right questions. We now have a trusted partner who truly understands our needs and has delivered a system that works.

Beyond these tangible improvements, LIDD’s re-implementation established a scalable foundation for future growth and operational optimization.

Looking Ahead

With Salesforce Field Service fully operational, GLWD is well-positioned to expand its meal delivery operations. The organization now has a reliable technology backbone, allowing it to focus on service delivery rather than technology issues.

Opportunities remain to further optimize processes as the organization grows, and LIDD continues to serve as a trusted partner for long-term support. From training new staff to implementing system upgrades, GLWD knows they have the expertise they need at every stage of their operational journey.

Conclusion

Even when an initial technology investment fails, the right partner can turn the project around. By re-implementing Salesforce Field Service with precision, care, and a deep understanding of operational needs, LIDD ensured that GLWD’s technology now matches the scale and urgency of its mission: delivering nutritious meals with love to those who need them most.

This case highlights the critical importance of aligning technology with real-world operations, the value of process- and user-centric implementation, and the impact of having a reliable, trusted partner in complex system projects.