Complete Cover June '22 Update

I am happy to be back providing another update on the rollout of Complete Cover^TM. This is a follow-up to my last Blackbaud Community blog post on the subject of Complete Cover available here. Bottom line is this: with Complete Cover, we continue to make progress toward driving more revenue to organizations’ missions by removing costs related to online transactions. While we’re not ready for General Availability, we continue to expand availability of Complete Cover to more organizations. Readers who have been following each milestone can jump to “What’s Next?” to get to the punchline.

Recap - What is Complete Cover? Complete Cover is a new model that covers your payment processing fees when enabled on a given form, so you receive 100% of your supporter’s gift or event registration. Supporters can choose at checkout if they want to contribute toward processing costs. This is a totally optional action for the supporter, and you get 100% of the donation amount no matter what the supporter decides. In other words, Blackbaud takes on the risk. Any extra given will help with our costs in delivering this model. You will receive free processing for every one-time credit card donation or event registration made on forms with Complete Cover enabled.

Learnings from the most recent wave of testing? We have been on a journey of testing and learning since March to determine the best ways to roll-out Complete Cover. We basically split organizations in this effort into two groups.

• Group 1 got Complete Cover enabled in their environment. This group had to activate it form-by-form via the form editor.
• Group 2 got Complete Cover enabled in their environment, and also had it auto-activate on all existing, live forms. If they wanted to use Complete Cover, no work was required. If they wanted to opt out, we gave them a simple way to globally opt out.

Lesson 1 - We learned that a lot of organizations have many different forms and that having Complete Cover auto-activated on existing forms (versus editing each form) could save a lot of time. Therefore, as we expand availability, we will use the “auto-on” experience tested by Group 2.

Lesson 2 - We learned that multi-channel messaging ensured organizational stakeholders were in the know about the coming changes and how to maintain complete control of their environment and their supporters’ experience. We used Blackbaud Community blog posts, email notifications and in-product messaging. As we expand availability, we will continue to use multiple notification channels to get the message out.

Lesson 3 – Short videos (Complete Cover Overview and Checkout Overview) and detailed (but succinct) knowledgebase articles helped to get the finer points out so that stakeholders made informed decisions but didn’t have to spend a lot of time reading or listening. We continue to update the Frequently Asked Questions as we learn more.

What’s Next?
Expanded Availability - On June 14, we are rolling out Complete Cover to several hundred additional organizations already using Blackbaud Raiser’s Edge NXT forms. Per the above lessons learned, we will automatically enable Complete Cover on all existing, live forms for these organizations, while at the same time providing the simple one-step method to opt out. Organizations chosen to participate will be notified by email on June 7. Admins for these organizations will also see a message in Blackbaud Raiser’s Edge NXT starting June 7. On June 14, when the feature is enabled, we’ll send a reminder email, update the in-product messaging and provide the one-step tool to opt out, if desired.

Ongoing Model Optimization - In addition, for all participating organizations, we will continue to refine and test improvements to the checkout experience to maximize donor delight and donor understanding across all donation types and sizes. And although most donations are of average size, we will also be testing ways to optimize handling of those handful of major online gifts (the ones that are in the thousands of dollars.)

If selected for this next wave of rolling out Complete Cover, why should you consider participating? On Blackbaud Raiser’s Edge NXT forms with Complete Cover enabled, all one-time credit card gifts and event registrations are processed with no transaction fees. This means that you will bring in more net revenue for your mission. The majority of organizations participating in testing thus far have asked us to keep Complete Cover enabled for their forms as they are putting thousands of extra dollars toward their missions.

Interested in Complete Cover but not currently selected for this wave of rollout? If you're interested in participating in future testing of Complete Cover, please share your information via this link.