Staying On Top of Your Donor Service Center
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The document discusses staying on top of a donor service center in Luminate Online. It covers: - The benefits of sustaining giving programs and having a donor service center for donors to update their gifts. - How to activate and customize the service center on an online donation form in Luminate Online, including selecting available options. - A demonstration of making a sustaining gift donation and accessing the service center from the donor's perspective.
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Staying On Top of Your Donor Service Center
- 1. Staying On Top of Your Donor Service Center in Luminate Online™ CHELSEA DEROCHÉ
- 2. Tweet This Now #BBCON #LEARNLAB #CHELSEADEROCHE #LUMINATEONLINE 1 #bbcon
- 3. Agenda • Identify the benefits of sustaining giving programs and the Service Center • Test drive the Service Center from a donor’s viewpoint • Activate and customize the Service Center on a donation form • Bonus 1: Three program areas for updating sustaining gifts as an administrator • Bonus 2: Introduction to the Credit Card Updater Service 2 #bbcon
- 5. Sustaining Giving 4 #bbcon
- 6. Benefits of Sustaining Giving Programs 5 #bbcon Increased total annual giving Improved donor retention Predictable stream of funds
- 7. Benefits of the Service Center Reduced time managing sustaining gifts Increased time to cultivate relationships Improved constituent experience 6 #bbcon
- 8. The Donor Experience 7 #bbcon
- 9. Service Center Options 8 #bbcon Change the gift amount Change the next gift date Skip a payment View the payment history Edit billing information Cancel the sustaining gift
- 10. Service Center 9 #bbcon
- 12. Steps to Make an Online Donation 1 Access the American Health Society website. 2 Click the Donate Now link. The Support AHS page appears. 3 In the General Donation box, click Make a general donation. The Annual Fundraising Campaign - Health For Life form appears. 4 Enter the following information: • Gift amount: $<##.##> • Card type: VISA • Gift type: Sustaining gift • Card number: 4111 1111 1111 1111 • Gift duration: <# months> • CVV: 111 • Your name • Expiration month: This month • Your work address • Expiration year: Next year • Your email address 5 Click Next. 6 Click Process. The Service Center link appears 11 #bbcon
- 13. Practice You want to give $120 to the American Health Society over the course of six months. 1. Use the link provided by the instructor to access the training website. 2. Use the General Donation form to make a sustaining gift of $20 a month for six months. 3. Review the Thank You message. 4. Do not close the webpage. 12 #bbcon
- 15. Steps to Use the Service Center 1 On the upper right side of the American Health Society website, click Edit Profile. 2 At the top of the profile page, click the Service Center link. 3 As appropriate: • Change the payment amount • Change the payment date • Skip the next payment • View the payment history • Discontinue payments • Change the credit card information 14 #bbcon
- 16. Practice Use the Gift Service Center to update your sustaining gift to the American Health Society. 1. Increase the amount by $10. 2. Skip the next payment. 15 #bbcon
- 17. Activating the Service Center 16 #bbcon
- 18. Donation Management: Online Giving 17 #bbcon
- 20. Steps to Activate the Service Center 1 Log in to Luminate Online. 2 On the Fundraising menu, click Donation Management. 3 On the Online Giving tab, click the All Donation Forms tab. 4 Enter search criteria, and then click Search. 5 In the results grid, locate the appropriate form, and click Edit in the Actions column. The Online Giving tab for the donation form appears. 6 In the process navigator, click Design Donor Screens. The Related Actions section appears below the process navigator. 7 In the Related Actions section, click Configure Service Center. In the process navigator, the Configure Service Center sub-step appears. 8 Under Gift Service Center HTML Caption, enter and format a donor-facing introduction to the Donor Center. 9 Under Gift Payment Modification Options, select the checkbox for each option you want donors to access in the donor center. 10 Click Finish. 19 #bbcon
- 21. Summary – Page 1 • Identify the benefits of sustaining giving programs and the Service Center • Benefits of sustaining giving programs include: • Increased total annual giving • Improved donor retention • A predictable stream of funds for your organization • Benefits of giving donors access to the Service Center include: • More time for staff members to cultivate relationships with donors • Enhanced donor experience • Test drive the Service Center from a donor’s viewpoint • Use the General Donation form to submit a sustaining gift • Luminate Online automatically creates a constituent record based on the information provided in the form (survey) • At the top right of the website, click the Edit Profile link • At the top of the profile page, click the Service Center link 20 #bbcon
- 22. Summary – Page 2 • Activate and customize the Service Center on a donation form • Access the Donation Management area of Fundraising • Open the appropriate donation form and access the Service Center • Enter and format an introduction to the Service Center page • Select the options you want to be available to donors, such as changing the payment amount, changing the payment date, and viewing the payment history 21 #bbcon
- 23. Bonus 1: Three Program Areas for Updating Sustaining Gifts as an Administrator 22 #bbcon
- 24. Three Program Areas At times, you may get requests from donors to update their sustaining gifts. In these situations, you can access three areas of Luminate Online on behalf of donors: 1. Constituent360: Transactions tab 2. Fundraising - Donation Management: Sustaining Gifts 23 #bbcon tab 3. Fundraising - Transactions: Sustaining Gifts tab
- 25. Options in Each Area 24 #bbcon 1. Constituent360 2. Fundraising - Donation Management 3. Fundraising - Transactions Option 1 2 3 Edit the payment amount of a sustaining gift X X X Edit the payment date of a sustaining gift X X X Edit the duration of a sustaining gift X X X Skip the next payment of a sustaining gift X X Edit the credit card information for a sustaining gift X X View the payment history of a sustaining gift X X Cancel a sustaining gift X X Add a sustaining gift using an offline or X online/offline donation form
- 26. Bonus 2: Introduction to the Credit Card Updater Service 25 #bbcon
- 27. Credit Card Updater (CCU) Service • Available to organizations that use Blackbaud Merchant Services for 26 #bbcon credit card processing • Automatically analyzes credit card data on a monthly basis • Provides new card numbers and expiration dates for VISA®, MasterCard®, and Discover® cards issued by United States banks when available
- 28. CCU Updates – Page 1 Program Area Location Data Constituent360 Profile tab: Sustained Giving Information section Card expiration date Constituent360 Transactions tab: Sustaining Gifts section • Last four digits of account number • Card expiration date Constituent360 Transactions tab: Transaction History section • Card type • Last four digits of account number • Card expiration date Constituent360 Interactions tab Interaction type: Sustaining Gift CCU New Billing Info Previous and new: • Card type • Last four digits of account number • Card expiration date 27 #bbcon
- 29. CCU Updates – Page 2 Program Area Location Data Fundraising – Donation Management Sustaining Gifts tab: Billing Information section • Last four digits of account number • Card expiration date Fundraising – Donation Management Sustaining Gifts tab: Payment Information section • Card type • Last four digits of account number • Card expiration date 28 #bbcon
- 30. CCU RESPONSES Program Area Location Data Constituent360 Interactions tab Interaction type: Sustaining Gift CCU Response Contact cardholder Constituent360 Interactions tab Interaction type: Sustaining Gift CCU Response Account closed • If new information is not available for expired or out-of-date cards, Credit Card Updater adds one of the following messages in Luminate Online: Contact cardholder or Account closed. • You can report on the interaction types via the Interaction Details report. 29 #bbcon
- 31. Give donors the power to update their own gift settings! Activate the Service Center on your Luminate Online donation forms. 30 #bbcon
- 32. Are you pumped up and ready to go? Don’t forget to complete a session survey! Each completed survey enters you into a drawing to win a complimentary registration to bbcon 2015 in Austin, Texas*. *Blackbaud reserves the right to change or withdraw this promotion at any time, without advance notice. Promotion has no cash value and may not be exchanged, applied to, or combined with any other offer. 31 #bbcon
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Editor's Notes
- Class preparation: Open two browser windows: • Admin window: https://demo2-secure.convio.net/trainingf/admin/AdminLogin • Donor window: http://trainingf.demo2.convio.com/site/PageServer
- Sustaining giving, also known as recurring giving, provides a way for constituents to donate to your organization at regular intervals. For example, a constituent can commit to donating $10 to the annual fund on the 16th of each month.
- Luminate Online can help you maximize the profitability of your sustaining giving program by streamlining administrative tasks related to sustaining gifts. Other benefits: Increased time to cultivate relationships Improved constituent experience: self-service
- When you activate the Donor Center for a donation form, donors can make adjustments to sustaining gifts from their online profiles in Luminate Online. Donors can also view their payment history.
- Navigate to: http://trainingf.demo2.convio.com/site/PageServer Click: Donate Now Click: Make a general donation Gift amount: $10 Gift type: Sustaining gift Gift duration: 8 months Name: Your name Address: Your work address Email: Your email address Card type: VISA Card number: 4111 1111 1111 1111 CVV: 111 Expiration month: Current month Expiration year: 3 years from the current year Click: Next Click: Process Do not close the Donor window
- In order for constituents to access their profiles, you must include an Edit Profile link on your website. For information about adding the Edit Profile link to your website, refer to Knowledgebase solution BB746043. Click: Edit Profile Click: Service Center TOUR the options. Changing the payment amount and date of a sustaining gift. Skipping the next payment of a sustaining gift. Note: This option is available only one time per sustaining gift. Viewing the payment history of a sustaining gift. Canceling a sustaining gift. Editing the billing information for a sustaining gift. Note: Admins can choose which options are available to donors by defining settings on donation forms.
- Your organization’s online donation forms are the key to giving donors access to the Service Center. You can activate the Service Center on a form-by-form basis. To activate the Service Center for a donation form, access the Donation Management area of Fundraising. When the Donation Management page appears, the Online Giving tab is automatically selected. Locate the form you want to update and click Edit. The Online Giving tab for the selected donation form appears. Under Related Actions, click Configure Service Center. In the process navigator, the Configure Service Center sub-step appears below the Design Donor Screens step. Click the link. Under Gift Service Center HTML Caption, you can enter text, images, and personalized content to appear at the top of the Service Center page. Select the checkbox for each option you want to give to donors in the Service Center. Click Finish.
- Due to time constraints, there is not a practice to go along with this demonstration.
- Editing duration is the only option that is available to administrators but not available in the Service Center. Frequency of a Sustaining gift can never be updated by anyone. The current gift must be canceled and a new gift added.
- Donors’ credit card account information can change for many reasons, such as: Updated account numbers Updated expiration dates Replacements for lost, stolen, or reissued credit cards Closed credit card accounts Bank mergers VISA® estimates that over 50% of credit cards are canceled or reissued every year. Unfortunately, declined credit card transactions reduce your sustaining gift revenue and increase expenses due to the time it takes to contact donors for updated account information. To reduce the impact that credit card changes have on your sustaining giving program, consider subscribing to the Credit Card Updater service. Organizations that use Blackbaud Merchant Services to process credit card transactions can subscribe to the service. Each month, the service analyzes the credit card information associated with sustaining gifts to identify outdated or expired accounts. Credit Card Updater then provides new card numbers and expiration dates for VISA, MasterCard, and Discover cards issued by United States banks when available. There is a nominal fee for each updated card.
- When new credit card data is available, the service updates the relevant data in Luminate Online.
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