Customer Support and Functionality

John Fodor · February 5

Are others noticing the rapid decline in BB's Customer Support?

Also is anyone noticing the lack of user functionality in FENXT? It is quite clunky and slow. Also you can no longer print Journal Entries the same way.

I am hoping to hear how others are feeling.

Christopher Hafer · February 5

@John Fodor
Hi John,

You are not alone in feeling that way. We have been complaining for two years about poor performance and the loss of functionality with the transition from Database View to Web View. We were promised that Database View would always be available since it was always the most reliable. Now they're nearly done phasing out Database View for the inferior product of Web View.

The project manager in charge of the transition has really dropped the ball. Web View doesn't seem to be able to hold itself up. I can't wait until they take away our ability to import invoices in Database View. I'm going to be incredibly busy manually entering invoices when they do because I know right now that NXT will be broken when they first roll out the importing feature, and there's a chance that their response to the complaints will once again be to disable the feature with a “coming soon” message like they did with EFT remittance formatting.

As a matter of fact, I logged into the forum today to complain about more latency issues that seem to be getting worse. You're not alone. We are actively looking for a new CRM software and are going to be looking for one that integrates well with a different accounting software so we can finally drop Blackbaud.

John Fodor · February 5

@Christopher Hafer
Thank you for sharing. I am hoping Blackbaud Corporate starts taking some accountability soon, because they are going to loose customers if this continues. NO ONE can even explain the thought process behind removing all depreciation methods other than Straight-Line. They have also reduced functionality in FENXT relative to Database. Instead of using database as a basis for improvements, they scrapped it for an inferior product at a higher price. Really unfortunate. Let me know what CRM you are thinking of changing to and I will look into. I complained to my account rep and got a response to the tune of “great news, you can make suggestions on our community page and it can be upvoted! If the idea receives an enough votes, we may incorporate it into our system” uh-huh? sure…

Again, thank you for sharing, Christopher.

Sarah Searle · February 10

@John Fodor
Customer support is atrocious! I wonder what they did with all the support associates from the past. They were great!

John Fodor · February 10

@Sarah Searle
I don't know where they were, but they were great! The new people are definitely not trained the same anymore, if they are trained? Seems like they just look at articles nowadays.

Robin Arwood · February 13

@John Fodor Customer Support is practically non-existent. I have just given up trying to get answers to issues. I am definitely disappointed with the level of support.

Susan Trippe · February 18

@John Fodor
I've noticed a marked decline in support's ability to solve my problems. I hardly ever present my questions to support anymore. I get much more reliable help here in the community. Mostly what I get from support is a request for me to send multiple screen shots to them…what a pain.

Michelle Nielsen · August 26

how do i find out who our customer support person is?

Patricia Nowak · August 26

Go to the hamburger menu in the upper left corner and click on Admin. Your assigned customer success manager will be listed in the Blackbaud Contacts area.

Customer Support and Functionality

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