Poor Customer Experience

What are the best aspects of this product?

I like the interface. It seems to be easy for most users to understand. Straight forward. A little more robust than needed for smaller organizations but it something a company could grow into.

What aspects are problematic or could work better?

The pricing and customer experience support. When asked if they had a small business/ non-pofit package for 1 or 2 users vs. 5 they responded very poorly. Apparently they don't want to serve more clients especially if they are small. the customer support literally said this: "Thanks for reaching out. Our standard plan ($75/mo 5 users) is our smallest option!  Because we work in the nonprofit, we receive requests for discounts daily and unfortunately if we were to service them all, we wouldn't be able to operate our business. We hope that the quality of the product demonstrates our commitment to delivering something far better than other options.  We actually find that Instrumentl is indeed overkill for smaller nonprofits. We unfortunately can't focus on serving everyone with our limited resources. There are other more affordable options on the market like Grantstation and FDO's basic plan that you may want to check out. 
All the best, Gauri

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

Better packaging options so that small non-profits, startups and businesses can use until they grow and as they grow. Why would their customer support refer you to another product. That's ludicrous to me.

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

It was a great way to manage my clients grants for him to see as we seek funding. He's a thriving company but has a LOT of subscription models already needed. I am a consultant that test technology before referring my clients. This company will not get my referral business. Sounds like they could care less though.

Are you a current user of this product?

Yes