The benefits of RE NXT for our organization are that we can have unlimited users and unlimited training, which is good because we have a lot of new staff this year. Also, the front end of NXT has the potential to provide us a lot of good information on our donors and structure around donor relations and prospect management. We haven't fully begun to use it yet, but I hope that it really helps us identify where the money is and move our donors and prospects through the process. If you have a large staff, already pull your email lists from RE and have someone completely dedicated to taking every training and working with the various on-boarding representatives, then this might be a good product for you.
The list of things we dislike is so long that I can't possibly type it all up here. Some of main things we dislike are:
- On-boarding process: We had to work with four different people to get the system set up, and we had to work on their limited schedules. Each person made us sign up with an online calendar system that offered limited availability. Trying to coordinate the schedules of multiple staff and the various representatives took months. We also couldn't test the NXT portion of the product before going live, and no one walked us through all the features we should have been testing, so we had no idea what we were supposed to do.
- Online Express: Processing online gifts is more difficult than PayPal, especially recurring gifts, which have to be manually processed each month. Also, we were not informed of how difficult it would be to import our email lists from Mailchimp. We hoped to cancel our PayPal and Mailchimp subscriptions, but we need to keep them until we work out all the kinks in Online Express.
- Using the hosted version of RE7: The process for logging into RE7 is complicated and lengthy. We used to just click the RE icon on the computer and login. Now, we have to login to blackbaud.com, then login to the Citrix server, then click on the RE icon, then launch the Citrix server, then login to RE. When you want to download and save a report, you have to make sure to select your hard or network drive when the save dialog comes up. Otherwise, your document ends up in a RE limbo that requires another lengthy process to download the document and save it to the right place. And, we can't print from the hosted site at all. We have to save everything to our computers first and then open and print it. What a pain.
- Logins: Every part of RE NXT has a separate login, and users have to be invited to register for each part. We had a lot of trouble with people receiving the invitation emails and getting registered, which caused us delays in using the product. The average user has four different logins to maintain. Additionally, if you're idle for more than about 15 minutes, you get logged out of everything. Since the main point of NXT is to encourage frontline fundraisers to use it as a prospecting and donor management tool, it seems like it should be something that can be kept open all day to encourage regular use. None of us keep it open all day because we have to login each time anyway.
- Support: Once you get everything setup and are using the product, the support teams don't want you to contact them anymore. They give the bare minimum of assistance and encourage you to just use the online help and training resources. The problem is, if you don't know what you're looking for, it's hard to use the resources. It would be nice to have support people who are willing to walk you through an entire process to ensure you understand it, rather than just sending you a link to an article or webinar explaining things.
I could go on, but I really don't have time to detail every issue we've had.