Blackbaud Education Management Solutions

Responsive, professional, and knowledgeable.

I use the help chat and the knowledge database a lot--I literally could not do my job without these functions--and I have never been disappointed. The content of the help given is excellent, and the cordiality and professionalism of the agents offering support are superb.

I have not dealt with the support aspect, but I have seen that there are videos available and I know that our leaders received training that was passed on to teachers.

Ususally the support people are really helpful, but at times they are unable to assist or the product is not yet flexible enough to work for us, yet it is rolled out. Example: new report card builder. We are still frustrated with how the new report card builder looks for assessment reports with criteria. It is clunky. Meanwhile the new report cards and transcripts we built for the upper grades, with grades and written comments, are great.

Their support team does a great job responding to problems. I have found that if it's something I can't figure out, sometimes it's best to send a help ticket (as opposed to a help chat/call). Usually the person helping me will also not know the answer. So, in order to save time, it's easier to add the ticket and let them figure it out instead of spending time on a chat/call to have the same result (someone who needs to go elsewhere for the answer). However, they always follow up and don't stop until they can answer my question or figure out a solution.

I used to grab the phone call more often. They are pushing the chat feature for obvious reasons. Sometimes the wait time is too long and I can't spent my day monitoring when someone is ready.

They are always very helpful on chat or phone to make sure they do their best to help with your issue or solution.

The support is basically good. But, only through chat (you really can't call someone) and if the system does not already offer what you are trying to do you have to either wait until it is created or you can't complete your task. In addition, it is hard to create advance reports when you are not trained and though the support can help you it can still be very complicated.

Blackbaud Education Management Solutions was easy to learn and master, the implementation process was very comprehensive and the support since has been incredible. Our whole community has benefitted from this switch in multiple different ways and our data health has drastically improved!

Blackbaud provides multiple opportunities for support including online knowledge base, chat and training.

My only support is the Blackbaud community that I know of and even that is slow. We have an ongoing issue with student submissions and I have no timetable for a fix.

Thes best front end in the business. The Blackbaud support team is exceptional. Navigating the Knowledgebase is little cumbersome, but this has improved in recent years. Blackbaud University has some excellent instructors and provides a strong program to help educate users on to maximize the system. If you do not subscribe to the highest level of support, these courses can be pricey. Also, understand their tiered support system so you know whether or not you only have chat support or phone-in support.

It is great! It has worked very well and seems to be easy to use on everyones end which is great.

I bug them until I get the answers I need. It would be much better if there were actually training manuals. The reason I am doing this survey is I'm looking through the BB Community in search of information on Master Schedule and couldn't find anything, but this survey popped up!

It has always been easy to get a live person. Unfortunately, the support person in the queue who picks up our call is not always the best suited or most qualified for our problem. We have had days go by with no response as to the status of our problem or question. When the program doesn't work, and we have followed all the steps, we should at least be told, "yes, it is a problem with the program and we will get back to you very soon." We have had issues that caused us to stop working on processes, like scheduling or GPA calculations, when we were dead in the water and could do nothing until Blackbaud provided a fix. Since all programming is in the cloud, there was no previous version which we could revert to using.

Not sure. I don't use it very often.

Support is definitely good in the sense that they are quick and knowledgable. They are also very good at answering questions, though they may not be the answers you are looking for :)

Support can be hit or miss overall. I love the chat feature. On the calls, generally, the staff are trying to help. However, the number of prompts just to get to customer service on the phone can be aggravating. The timeline for solutions can be excruciating.

So far I have not run into problems with contacting support but have heard that sometimes support is hard to reach or does not give you a helpful solution. Although, to be fair, I have not really asked advanced questions. I feel we need more time with implementation support and it made us felt very nervous about having everything implemented correctly.

The support is great. There are multiple ways in which I feel supported, but ultimately the program is user-friendly and intuitive which helps me (as someone who navigates both the back and front end of the program).

Blackbaud's support is fairly responsive. However, Education Management Solutions changes so frequently (with new features and enhancements) that sometimes the support folks need to "research and get back to me." This can be frustrating when you're up against a deadline.

Overall there support is quite good, assuming you are looking for an answer that is possible. There is very little support now for fixing issues within the software beyond "go to the ideas portal."

There is support but I wish you were directed to specific people who were knowledgable on your specific issue. Sometimes on chat we have to end the chat and start a new one hoping we get the right support person we need.

It is very good software.

Nothing is perfect; always room for improvement.