Blackbaud eTapestry

We have one person who has been fantastic to work with and because of this fabulous experience, [S... D...] should be recognized. She works with me on a referral basis for potential clients and is very responsive, kind and compassionate. She listens and provides us feedback on the progress of the potential client. We truly appreciate her. To reference a particular instance would be tough because she provides a high level of service every time we speak.

When we were experiencing issues with reporting, the support team assisted us.

I've had them help with more difficult queries and reports I couldn't find it online.

During a pressing time, when I needed to know how to do something, Geoff responded quickly and followed up almost immediately with any follow-up questions I had!

Yes. Under a previous director there was a request for data that just seemed too complicated for the queries and reporting capabilities of eTapestry. While it did take about a week to resolve, their support team was able to give me almost exact instructions for creating the queries I needed to generate the needed data.

I remember one time had a tech give me instructions to do something. I went away to try it and it didn't work. I went back to the chat and worked with someone else trying multiple things, even sending screen shots, etc. Eventually it was resolved thanks to their persistence.

Blackbaud provides exceptional support every time I call/chat with them. If they can't resolve my issue right away, they call back or email in a timely manner. I've never had to call to follow up. They always beat me to the punch.

Nope

When we began to add different modules onto the program, we needed help navigating them and learning how to use them in the best ways possible. They took the time to go through the new modules and explain the different functions within each one. The support team was always patient and friendly and a pleasure to work with while learning the new modules.

I don't feel like I got exceptional support, but I did get high quality support.

I was unable to pull an extensive report. eTapestry allows you to link multiple reports together and then subtract out the ones that overflow. I could not get the report to pull what I needed so support had to go in to the system and create it for me so that it would be accurate.