Chris,

Thank you for taking the time to respond.

I am guessing that you discussed most of your issues with support to see if there was an easier way to do things. If not please contact them with concerns.

With regards to some of your functional comments, we will look into the issue of grouping donations together into one acknowledgment. Currently folks either acknowledge an individual donation or use the Statement acknowledgment system for multiple donations. It appears you are trying to acknowledge a split donation and want the detail of the split and not just the total in the acknowledgment letter. You are right that we currently don't do this. We do have clients doing this with mail merge but I understand that to be less than an ideal situation. We'll see what we can do this summer.

As for the merchant service comment, please email me directly at DMueller@DonorSnap.com... We switched processors about 16 months ago due to a significant change in service level from our last processor. Since switching we have had very few issues with the new processor and have over 400 accounts using them. I'd like to here from you if you are using the new processor and have issues. We will address that with the processor. If you are on the old processor, it is well worth your time to switch over. Our support staff will work with you on transitioning your online forms, etc..

I'd also like to understand the comment about donor names dropping. I had not heard that before and would like to know the specifics so I can look into it.

Thanks,

Dennis Mueller

Richard,

Thank your for your nice review.

I'm extremely pleased by the heading "Exceptional Support"... If there is one facet of our business we emphasis more than any other is the area of Customer Support. We try to get conversions done timely and go the extra step to reduce duplicates and get the data as clean as possible

The support folks (Mark, Jordan & Joanna) work hard on getting to support questions as quickly as possible. We have a goal of responding to all tickets within an hour. Currently using Zendesk, we get to about 85% within that time frame.

I know Mark has it hooked to his mobile phone and tends to answer questions on nights and weekends (outside of our stated service hours) in order get back to folks and not leave them hanging. A happy customer tends to stay with you....

So thanks for the nice words and I'll let Mark/Jordan/Joanna know.

Dennis Mueller

April,

Thanks for taking the time to respond to the survey. We appreciate your feedback.

I like your idea about making the Occurrence Count linkable. We are currently working on a complete rewrite of the User Interface and I'll ask the developers if this would be easy to incorporate. Really never thought of putting this feature in before.

Thanks for being a user.

Dennis Mueller

Thank you for responding to the survey.

We do try to make the software intuitive but as we (and any other software product) grows with functionality, there is more to learn. We try to walk the line between simplicity of use and depth of functionality. We probably fall into the IT trap where it seems really simple and intuitive to us. We'll keep trying as we develop new features.

We do offer additional personalized trainings (beyond the 2 hours included at startup). Perhaps by doing a $75 ninety minute class with Joanna we could shorten your learning curve help you get the most out of the software.

I actually appreciate the Shoe-String budget comment. We do seem to cater to a niche that does want an all inclusive product at a low monthly price. I'm not sure if that is our software or the nature of most nonprofits... The few add on services we offer (paid phone support and additional training classes) are almost never requested. We do not have some of the functionality of a Raisers Edge but do think we compete nicely with most cloud software providers.

Please email me directly at DMueller@DonorSnap.com and let me know what features we are missing our you'd like to see in DonorSnap. It may be something we have or are planning, or it may be something that isn't in our development time schedule. Either way, I'd like to hear what you are looking for.

Thanks,

Dennis Mueller

Alia,

Thanks for taking the time to respond to the survey.

I'm not sure we are quite DOS but I get your comment. We definitely can not compete with SalesForce when it comes to formatting of reports but organizationally and price wise we are in a different market. We do make it so all the data can either go to report or out to Excel for those that want to format their reports in a unique fashion.

The Quickbooks comment surprised me and I would really like you to email me directly at the support line at Donorsnap to see what you are looking for. We are one of the few systems that actually integrates with both Quickbooks online and Quickbooks desktop. Most of our competitors actually have you export data out to excel and then import it into Quickbooks (which you can do with ours if you prefer). So it's possible we just don't do what you need but if you email me I'll check with the support team to see if there is anything more we can do for you.

I am glad that we were able to help you pull your data out of Filemaker and merge it with your Excel data. At least now you can have everything in one spot. And thank you for being with us since 2012.

Thanks,

Dennis Mueller

PS Alia, if you have a chance, I'd like to get your feedback on the direction we are taking with the new design. Here is a video link that shows the direction we are going with development. Please email me at DMueller@DonorSnap.com and let me know if you find this better.

https://screencast.com/t/YdenW8djkW

Thanks,

Dennis Mueller

Brittany,

Thanks for being a client these base 5 years.

We are working on a new report tool that will hopefully provide you more options to get the information from the system that your organization needs.

Dennis Mueller

Craig,

Thank yo for the review. It's helpful for potential clients to here from actual users.

Thanks,

Dennis Mueller

Sarah,

Thanks for responding to the survey.

With regards to DataMiner, it does a good job and allows for incredibly complicated queries... On the other hand, it does get a little computer nerdy. We are currently programming a new reporting tool that will hopefully be a little easier for users to navigate - even for more complicated queries. This will be released the end of Summer 2018. Hopefully you'll find this tool a bit easier to work with.

Thanks,

Dennis Mueller

PS Sarah - If you have a second, was wondering if you'd look at this short screen clip and give my your initial reaction to the new user interface... This is what we are working on for release the end of this summer.

https://screencast.com/t/YdenW8djkW

Thanks again,

Dennis