8 Topics to Talk About with Potential Vendors

1. Implementation

The fear of not having a seamless transition or encountering unforeseen issues can make some people reluctant to invest in new fundraising software.

How quickly can we implement the fundraising software?

For example, a GiveSmart campaign or event can be set-up as soon as the nonprofit gains log in access to the platform.

2. Support and Training

As you and your team evaluate software, consider how vendors
partner with their customers.

What type of support and services do they provide after implementation? Is the platform easy to use or is extensive training required?

Do we receive a dedicated contact person?

What support options are available (e.g., phone, chat, email, help center), and are they available outside of business hours such as nights or weekends?

Are there added costs for support and training?

How responsive and knowledgeable is the support team, and what is the average resolution turnaround time?

For example, GiveSmart is under a half hour average initial response time on urgent calls available 24/7, and same-day resolution time for non-urgent requests.

In the case of complex technical issues, what escalation processes are in place to ensure timely resolution and minimal disruption? Additionally, are there comprehensive resources or community forums for troubleshooting and best practices?

3. Features

All-in-one fundraising platforms typically offer a comprehensive suite of tools and features designed to streamline the fundraising process for nonprofits. Here’s what you can look for in a new platform:

Donation Management

Tools to process and manage donations, including online payment processing, recurring donations, and donor tracking.

Event Management

Features to organize and manage fundraising events such as ticketing, RSVPs, seating arrangements, and virtual event capabilities.

Auction Management

Tools to run silent, live, and online auctions, including item management, bidding, and checkout processes.

Campaign Creation

Capabilities to design and launch fundraising campaigns, including
peer-to-peer fundraising, crowdfunding, and giving days.

Features, Continued

Donor Communication

Integrated email and SMS marketing tools to communicate with donors, send thank you messages, and provide campaign updates.

Reporting and Analytics

Comprehensive reporting and analytics to track fundraising performance, donor engagement, and campaign effectiveness.

CRM Integration

Integration with customer relationship management (CRM) systems to manage donor information and relationships efficiently.

Website and Branding

Customizable web pages and forms to align with the organization’s branding, ensuring a consistent donor experience.

Features, Continued

Social Media Integration

Tools to promote campaigns and events across social media platforms, enabling broader reach and engagement.

Mobile Optimization

Ensuring that all tools and donor interactions are optimized for mobile devices, providing a seamless experience for users on the go.

Security and Compliance

Ensuring secure transactions and compliance with legal and financial regulations, protecting both the organization and its donors.

Managing multiple fundraising activities
can be complex and time-consuming, and can sometimes require juggling multiple different technology solutions.

That’s where having an all-in-one software system can be a game-changer. From donor management to event planning, nonprofit management software offers a comprehensive suite of tools
to support your mission.

Here are questions you can ask to ensure you’re getting an
all-in-one platform with every feature you need to be successful
in a dynamic fundraising landscape and save staff time and frustration with manual processes between multiple vendors.

What specific features are available for managing events and campaigns, and how do they improve efficiency?
Can we easily create and customize reports and analyze fundraising data in your software? What types of analytics and reporting features does the software offer to help nonprofits make informed decisions?
How does the all-in-one software consolidate essential features, and what specific tools does it include for managing fundraising campaigns?
What capabilities are there for donor stewardship and management related to fundraising campaigns or events?

4. Donor experience

Software plays a crucial role in shaping the donor experience for nonprofit organizations.

It simplifies the donation process with user-friendly interfaces, making it easier for donors to give, register for events, and stay connected. Features like personalized communications, secure payment options, and real-time updates enhance satisfaction and build trust. Plus, effective donor management tools help nonprofits tailor their outreach and recognition, strengthening relationships and encouraging ongoing support. In short, great software makes giving a smoother, more engaging experience for donors. How can your software help you raise money?

Components of Donor Experience

Ease of Use

How easy is it to complete a donation?
Are the donation steps clear and straightforward? How many steps or screens are there to walk through?
Are there any additional steps or information requests that feel unnecessary, like needing to log in to donate or bid?

Donation Process

Are they offering diverse payment options, like Apple Pay, Google Pay, PayPal and Venmo?
Does the software only use a PayPal donate button? How does that affect the donor journey and your ability to retarget donors?
Do donors have to search through different web pages or scroll far to find that donate button?

Communication

How does the software facilitate personalized communication and targeted messaging to enhance donor engagement?
Can a donor receive timely and clear communication before or after the donation about impact and gratitude?

Trust and Security

Does the platform make the donor feel confident that their personal and financial information is secure during the donation process?
Are the payment options convenient and secure?
Does the software adhere to industry compliance regulations?

5. Innovation and Development

Does the software regularly innovate and develop?

Some fundraising and donor management providers make only annual or bi-annual updates, with many free software tools not updating at all. How innovative can your organization be if you're working with a solution that only introduces new features every 6 months? For example, GiveSmart makes updates bi-weekly, adding improvements and innovation regularly for your mission.

How often are they pushing out product releases? Is the software constantly improving or is it stagnant and outdated?

Many of our similar (on the surface) competitors release updates only one to four times a year. Many tips-based or 'free' fundraising platforms aren't updated frequently, if at all. GiveSmart pushes regular updates and releases new features, built based on customer feedback and beta testing, often. We make more than 20 releases a year.

6. Payments and Cost

Some vendors have complicated, surprise, sliding fee structures. To avoid getting caught with additional fees, ask these important questions:

What is the payment or credit card processing fee?
What is the transaction fee?
Do you charge both processing AND transaction fees?
Does the fee vary by payment type?
Outside of standard payment processing fees, such as a credit card fee, are there any other fees, such as a per ticket or per transaction fee?

Is there a monthly or standard payment processor fee?
What is the platform fee? Does it vary by type of campaign (i.e., event, donation page, form)?
Do donors have to tip to pay for platform fees?
If you turn off the tip option for donors, what fees are charged?
Do you charge additional fees for payouts?

GiveSmart pricing and fees are clear and simple, and presented upfront with no surprises later on. Plus, you have the robust reporting you need to best engage your donors all year round.

According to our internal data, on average, nonprofits run four fundraising activities per year, each raising approximately $47,000. If these nonprofits opt for a free platform but disable tipping to avoid donor confusion, they face an extra charge of 1-5% per campaign plus processing and transaction fees.

The $12,596 in fees is almost 30% MORE than the cost of using GiveSmart for the same activities. Plus, with GiveSmart, you receive top-rated technology with unlimited use for one annual subscription fee, and no additional charge for ticketing or transaction fees like you’ll experience with many free fundraising platforms.

7. Integration

Integrations are essential for nonprofit fundraising software because they connect various tools and systems, streamlining operations and boosting efficiency.

By integrating with CRM systems, email marketing platforms, and financial management tools, nonprofits can automate data transfer, reduce manual entry errors, and create a unified view of donor interactions, all while saving valuable staff time.

This seamless connectivity helps manage campaigns more effectively, track donations accurately, and enhance overall productivity, ultimately supporting more impactful fundraising efforts and better organizational growth.

Is your software compatible with your CRM system? What communication tools does it offer?
How does the software integrate with other essential systems like CRM, email marketing, and financial management tools?
How easy is it to share fundraising information with your finance team?

How does the software streamline donor management, and what automation features are included for tasks like donation acknowledgments and personalized thank-you emails?
Does your fundraising software help your finance team create timely and accurate reports and ensure tax compliance?

8. Security

The relationships you have with your donors are dependent on the trust they have in your organization.

They trust that you’re not only good stewards of their dollars but that you are keeping their personal information and payment information safe and private. Doing so leads to greater confidence in your nonprofit, improves your reputation, and increases the likelihood they’ll return. And, the fines for your nonprofit’s noncompliance could lead to you having to close your organization’s doors.

Here are some questions to ask vendors to help you understand software security and know if your data will be secure.

Is it PCI and SOC 2 compliant?
- PCI compliance means the software has developed a security process to prevent, detect, and act on any possible security breaches.
- SOC 2 compliance means the software regularly reports on the high standards they control around security, availability, processing integrity, confidentiality, and privacy as they relate to donor data.
Have you had a data breach in the past? How did you handle it? What measures are in place to protect against unauthorized access to donor data?