3 posts tagged “convio”

At my current organization, we've just rolled out our first week of going live with Convio for our national walks program, which raised over $6 million in the past year.  Having worked with many online services products, below I offer some tips in maintaining a successful relationship with your vendor:

1. Take advantage of any training that is available to learn the product.  This enables you to deal with issues more quickly and avoids the situation where support staff impatiently tell you to 'read the manual'
2. Develop a rapport with your account manager or whoever has been assigned to handle your relationship.  This includes asking not only what the vendor can do for you, but what your responsibilities are in using the product and dealing with the vendor's staff.
3. Document problems over the web;  Convio provides a Salesforce enabled support system which allows me to review calls I've placed, and add updates.  If your vendor doesn't provide this, use your own tracking system, as I did in the past with a product like Elementool.
4. Be respectful about prioritizing issues.  If a problem is affecting a major application and / or many of your co-workers, make sure the vendor knows this and use escalation procedures.  (Make sure you specifically ask about how to escalate issues.)  If you make every problem into an 'emergency,' then nothing will be treated as a high priority.
5. If you're dealing with a vendor like Convio that has many modules, learn which products are most actively supported (preferably before you've decided on a vendor);  you can find this out by asking which modules are used by the most large clients.
6. When rolling out a new application, be sure to test exhaustively.  We're dealing with a problem this week that we might have avoided had we tested a bit more extensively.
7. Develop a relationship with other nonprofits that are already using the product and take advantage of any online forums (either promoted by the vendor or not) to learn from others and share your own experiences.
8. Be careful of criticizing your vendor to internal staff.  Even if you're feeling frustrated on a particular day, don't vent to your co-workers;  you want them to feel positively about the product you've selected despite any occasional glitches that come up. 
   

The SPIN Project provides a online communications tutorial that offers many suggestions how nonprofits can develop online communications strategies.  Most organizations begin by focusing on their web site, email newsletter, and creating donation forms to provide online fundraising.  But many additional tools are suggested:

• blogs.- can you provide useful content while keeping it current?
• surveys - find out what your constituents are concerned about with a low cost tool such as Survey Monkey
  
• podcasts - audio or video - can require a "significant investment" of time to create and maintain
• message boards - can be moderated so that content submissions are reviewed before posting
• photography - use a service like Flickr to share images of organization events / activities
• commerce - but how will you handle order fulfillment and deciding what merchandise to sell?

Whether or not you're a customer of Convio, you can access resources covering online fundraising, integrated marketing, email marketing and online advocacy.

Finally, for a one page summary of many prominent nonprofit web sites, try Alltop's Nonprofit page.  You can preview the content by just mousing over the title to decide if it's worth clicking through to read the full story.

Is it better to use integrated software where not all the pieces are equally good or to search out the best applications of each category and try to use them together?  My current organization has chosen the integrated route, but it's very a painful process.  One vendor which promised to integrate with our existing fundraising software has never been able to get it working completely.  Two other products that we bought from the same vendor, expecting them to work well together, still have been a challenge to integrate.  Obviously many are concerned about this issue, as evidenced by the site Integration Proclamation.

This reminds me of the early days of PC software.  Remember Symphony and Framework?  Of course now you have Microsoft Office, which does have modules that work together well.  But it seems that if an organization can identify its top needs, there's some merit to searching out the products that are strong in those product types.  Integrated software can work too, but only if the 'strong' modules agree with your top priorities.

With Convio & GetActive's recent announced merger, the 'all from one vendor' concept seems to be gaining new steam.  But it seems like there will always be room for products which do one thing especially well.