Alternatives to Blackbaud Grantmaking/Customer Service Issues

Evelyn Vanderhoof

Hello! I'm wondering if other grant organizations have any tips for managing reviewer issues/coordinating with Blackbaud Grantmaking's Customer Support?

We are a small organization that has an external panel of reviewers to oversee our grant applications. Each round there are usually a large number of reviewers who have issues with using the Grantmaking portal (glitches, timing out, inability to log in, etc.).

Each time there is an issue, I am responsible for coordinating each individual ticket because of the way Blackbaud's customer service is structured. I am finding the volume of ticket issues and the time it takes to complete each issue, is making it impossible to complete my role effectively at my organization.

Does anyone have any recommendations for small organizations dealing with this issue? If there is no solution through Blackbaud Grantmaking, are there other services or platforms this community could recommend that might better suit our needs? We are looking to find possible solutions where we can.

Thanks in advance for your help!