Trouble getting support help

Christina Melton

Hello, are there any museum users who are struggling to get adequate support from Blackbaud? We are trying to figure out how to elevate requests for assistance with specific issues that cannot and have not been adequately addressed through the support services functions for customer success or customer support platform. Thanks for any advice users may have.

Christina Melton

@Christina Melton Specifically related to Altru

Regina Holten

@Christina Melton
are they performance issues? my system of altru has been super slow today and yesterday

Tamara Christensen

@Christina Melton I think I know what you mean. It feels like they have a high staff turnover lately and they are possibly also short-staffed. I've been an Altru user for 7 years and when I first started it was so easy to get chat support and you would become familiar with the staff and get to know them. In the last few years though, it has taken longer and longer to get help and I think they have to look each answer up instead of being completely trained in the product. I have no advice, however, and it wasn't always like this.

Joe Killian

@Christina Melton

To elevate issues, I email my customer support rep and send them the case number. In fact, I'm due to email them about a data-tuneup issue that's been in support limbo for a couple weeks now and is going nowhere.