Item: Blackbaud Luminate Online
Rating: 1
Author: Diane Bryers

Use Cases and Deployment Scope

Our philanthropy department uses Luminate Online for soliciting donations. A few other departments are using it to send email blasts but this is being moved off Luminate Online as it doesn't have the same functionality as our other CRM.

Pros and Cons

I don't think it does much really well.

Integration to its partner product Convio breaks frequently.
There is no clear support model.
The email template tool is very limited.
Tracking and stats are very poor.

Alternatives Considered

We use a combination of many products ... Click Dimensions on MS Dynamics CRM. iATS payment processing. They all have items specific to non-profits.

Other Software Used

Altus Dynamics CRM, ClickDimensions

Likelihood to Recommend

Luminate Online works well to collect our online donations.

Support Rating

Impossibly difficult software that is impossible to get support that is effective. I was generous with a 2

Performance

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Kathryn Hall
(Vendor Representative) commented 7 years ago
Thank you for your feedback about Luminate Online. I'm sorry you haven't found the value in the system during the time you've been using it. Luminate Online Marketing is designed to track and enable all online interactions with your nonprofit supporters. So while individual modules like donation forms and email can be used separately, the real value in the system comes when used holistically as a part of a digital engagement strategy. So for instance, the Donate links in your emails automatically direct people to a donation form that displays a "dynamic ask", with suggested giving amounts tailored to the individual supporter based on their past giving history. We have a strong Customer Success program, staffed with senior level folks at Blackbaud whose role is to help customers get the most use out of the system. I'd be happy to connect you with your Customer Success Manager. If you'd like to have further discussion, please contact me at kathryn.hall@blackbaud.com.

Not Impressed

Modules Used

Overall Satisfaction with Luminate