Trouble getting support help

Christina Melton
Christina Melton
Name Dropper First Anniversary Facilitator 1
in Blackbaud Altru® General Discussions

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.

Comments

  • Christina Melton
    Christina Melton
    Name Dropper First Anniversary Facilitator 1

    @Christina Melton Specifically related to Altru

  • Regina Holten
    Regina Holten
    Tenth Anniversary Kudos 5 Name Dropper Participant

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

  • Tamara Christensen
    Tamara Christensen
    Ninth Anniversary Kudos 3 Name Dropper Participant

    @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
    Joe Killian
    Third Anniversary Kudos 2 Name Dropper Facilitator 1

    @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.

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