OLX email/DKIM problems

Amanda Tindale

Question for any UK hospital charities - are you having OLX/NXT email marketing problems, and have you found a way around it? Since our email system migrated from the local hospital in-house one to the national nhs.net one, our email open rates have crashed (most are bouncing), and we're not getting any OLX donation notifications anymore. Blackbaud say that we need to sort out the DKIM, but our ICT have said that it's out of their control now that the email system has gone national. They say that they've stopped using Mailchimp for the same reason (their emails were all being blocked), and they now use Outlook for all emails. We don't want to use Outlook (various reasons including the risk of forgetting to bcc, plus it won't automate any unsubscribes). Has anyone found a solution?

Crystal Bruce

@Amanda Tindale discussion moved to Raiser's Edge NXT community. Thanks!

Austen Brown

@Amanda Tindale - Is there a way to reach out to the IT of that handles the national domain? They need to add in authentication protocols for emails sent through BB servers to identify as being part of the domain. BB Support is correct in their response.

Here's a helpful doc for email deliverability -

Amanda Tindale

@Austen Brown we're trying, but apparently our hospital is having similar problems with email platforms that used to work fine. So if they aren't getting anywhere with the national team, I'm not hopeful that they'll listen to us. Thanks for the link though - we're trying every channel we can think of, and the more info we can provide that explains the problem and the fix, the better!