Blackbaud has been our WORST nightmare!

What are the best aspects of this product?

We don't know yet. Our team has wasted over 100 hours in researching significant delays and problems and chasing Blackbaud representatives for responses. We’ve been forced to manage our own project on-boarding process without proper support of the designated project manager. As a result, our launch date has been delayed by FOUR months during which time we could not use the fundraising products that we purchased due to the unfulfilled services that were mistakenly promised as part of our products but that Blackbaud was unable to deliver. Our complaints have been documented both by recorded Zoom calls as well as in writing yet Blackbaud has refused to compensate for their mistakes.

What aspects are problematic or could work better?

Blackbaud pushed us to prematurely end our training sessions without adequate functionality, training, and access to the program. We had to explain repeatedly over several months and prove to Blackbaud’s team that we had never received the complete training that was part of the products that we purchased. Since then, we have been granted a new trainer who has done a great job in completing our training but this delay caused by Blackbaud’s mistakes cost us both signficant time and lost income.

What features/services would you like to see in future versions of this product?

We have experienced delays of weeks in response to emails that were urgent regarding our training and product use. Some of our communications have never received a response. The level of training of Blackbaud's employees seems to vary widely with some having knowledge of their products while others seem completely clueless or worse, giving misinformation about their capabilities and use.

What specific problems in your company were solved by this product?

We are still hoping to find out since signing up with Blackbaud requires a three year commitment. We've been with them for NINE months now and still are waiting to use the products that we purchased. We took our complaints to Blackbaud Vice President Will Stansbury and still have not received a written response from him. We would caution any NGO to be extremely wary of signing up now with Blackbaud as we deeply regret our decision to do so.

Are you a current user of this product?

Yes