Rocky start. Slew of improvements. Best account rep ever. Hopeful for future progress.
November 12, 2019

Rocky start. Slew of improvements. Best account rep ever. Hopeful for future progress.

Sara Terpstra | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with CSRconnect

It is utilized 'across' the organization but has limits in our global offices. It addresses the need to holistically track volunteer hours as well as the ability to track and match employee giving.

Pros

  • The user experience has increased exponentially in the time we have implemented here at Principal. Each iteration makes it easier for our employees to use. Creating events is one of the strengths that immediately come to mind. With a few tweaks it is the most intuitive and simple of most of the components of the CSR side.

Cons

  • Date/calendar feature is rough - it automatically puts in a year out so you have to correct that and the time zone needs to automatically populate as it's a huge list that confuses most people.
  • The search feature overall - not intuitive and clunky and usually inaccurate - needs to be fine tuned as well as broadened to include everything associated with a particular event or user - having said that they have made great improvements in this in the recent future so that's something to be grateful for.
  • extremely helpful as a record keeper for hours and giving amounts
  • the more iterations and experience we have the more time is saved
  • our account rep Ashley Gent saves us time and provides amazing customer service which is hard to come by in this day and age
We have a mostly positive experience with the platform but there are definitely challenges and updates that need to happen
My account rep Ashley Gent is outstanding, amazing, attentive, friendly and generally a great human who wants to provide the highest level of customer service possible.
I wasn't involved in the decision to go with Your Cause but I came on as the implementation was happening. It was clunky at best but that was mostly due to our previous account rep not being in a role that suited his talents along with YC being new and us being a very large global company with lots of IT/HR challenges.
Well suited - creating volunteer events, offline matching
Less appropriate - little tactical UX things being improved to today's standards would make a big difference i.e. the calendar feature pushes things out a year and you have to click 12 times to get it back and the time zone choices are confusing to most of our US users.

Using CSRconnect

6486 - across the entire enterprise so multiple business units and specialties
2 - We (my Foundation team member and myself) have a huge passion for the work we do and I truly believe that's one of the most important skills to have when working in our area. We are both long time employees who want to make it as easy as possible for our employees to volunteer/give as well as record their hours and earn money for their charities.
  • tracking volunteer hours
  • the giving/match portal
  • grant making
  • complete conversion as a giving platform from our previous platform/partner - in progress but headed towards completion
  • as our entire giving platform with payroll/pension deductions
  • micro campaigns

Evaluating CSRconnect and Competitors

Yes - not fully replaced yet but we are going to use it for all our giving and internal campaigns
  • Price
  • Product Features
  • Positive Sales Experience with the Vendor
I wasn't as involved in the eval/selection process but I know it's been nothing but improving since we signed on.

CSRconnect Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes - Most of the time yes it's in a timely fashion.
Almost every time I need something my account rep Ashley Gent provides EXCEPTIONAL and IMMEDIATE support from the most ignorant question to running a large report!

Using CSRconnect

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Consistent
Quick to learn
Convenient
Feel confident using
None
  • volunteer event creation - minus the time zone
  • most giving i.e. offline uploads and making financial donations
  • dollars for teams - minus the grant approval portion being clunky and somewhat confusing
  • dollars for doers could be a bit smoother but the latest version is better
  • volunteer grant approvals
  • reporting

Comments

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