It can be nerve-wracking to think about a new CRM. New people, new technology, new features, and, if the sales guys are to be believed, fantastic fundraising and donor management success.
But just as no one likes jumping into a pool blindfolded, no one really wants to commit to an entirely new relationship without knowing what they’re getting into.
So let’s bring our processes into the light! This article will walk you through exactly what it looks like when a client comes on board with CharityEngine. If you’re considering a move to our software, this overview will highlight our customer care and the ease with which we will implement your new system.
Clients finish the sales cycle when they sign the contract. You move into an onboarding phase that’s managed by a different team. This is the Customer Experience Team, and it is dedicated to making sure your implementation is smooth and all your questions are answered.
Your team will include:
This all-star cast is supported by veteran training and IT experts.
It’s helpful for our clients to know what they can expect from us and what we expect from them. We developed this bill of rights to state all expectations clearly.
The CharityEngine team promises to:
The Customer team promises to:
The project plan moves methodically through five phases: Discovery, System Build, Training, User Acceptance Testing, and System Acceptance.
The Discovery phase is a getting-to-know-each-other time.
This is where the fun starts! We begin in the back end, and there are four major milestones we meet before we move on.
We pledge to our clients that we will train you until you are comfortable, and then we will continue to offer product support over the life of your contract.
The CharityEngine team will train you on your specific instance of the software. You will not simply be directed to a library of resources or given general training that may or may not apply to you. We will train you on your modules and your system.
Off-the-shelf modules include:
And available “add-on” modules include:
The CharityEngine team will guide you through User Acceptance Testing, which is when you kick the tires of the system. We ask that you thoroughly test every form and bit of functionality.
We then make edits and revisions to ensure the implementation is successful and as you expected.
Don’t forget that we’re with you every step of the way. You can always call and email your project manager, and we promise a quick response.
This is the day we’ve all been anticipating! We will review the system and prepare to go live. Ever your partner, we will have a series of customized checklists to walk you through your new system. This is yet another opportunity to review the system and make sure it’s functioning as you expect before we sign off.
Our implementations run from 60 - 90 days. On average, this is how much time we budget for each project phase:
We’re still right by your side! You move to the last team, and the one you’ll be with the longest: Customer Success.
To give you an idea of what to expect, we have compiled a list of clients' top questions after implementation. We also offer a more comprehensive guide showing you what it's like to work with us. It’s important to know that we are by your side from the moment the contract is signed, and we won’t stop until your questions are answered.
As our CEO, Phil Schmitz, explains in this video about CharityEngine, our company was created because technology was holding nonprofits back and inhibiting their ability to shine a light on areas of need. Every member of our team is dedicated to the success of our clients, and we pledge to offer the technology and customer service that will enhance our clients’ abilities to make a difference in the world. We will work tirelessly for your complete satisfaction.