DonorDock CRM

CRM Services Guide

Learn how onboarding, Integrations, support, and Add-ons work for DonorDock CRM.

Onboarding

How does onboarding work?

Onboarding with new donor software should not be stressful. That’s why we set out to create the easiest setup process for nonprofit software.  

According to Nonprofits, DonorDock is the #1 “Easiest to Setup” nonprofit software. Learn how we make onboarding simple.

What is included in onboarding?

Your onboarding Includes access to a DonorDock Expert to help make moving to DonorDock easy. We want every customer to have aa wonderful experience with us. That’s why onboarding includes help from an expert who is assigned to you and is a requirement of starting with DonorDock. The contents and cost of onboarding varies depending on the plan you select.

Each onboarding plan is designed to cover everything that most organizations would need to successfully get started with DonorDock. The amount and breadth of the topics covered will depend on how quickly your organization moves through onboarding. If you’re looking for additional support beyond what is covered in your onboarding package, consulting hours can be purchased in addition to your onboarding to provide that extra support.  

How long does onboarding usually take?

It depends mostly on you. However, most organizations get up and running with DonorDock between 3 days to 3 weeks. How long it takes will depend on your pace, your subscription level, and the complexity of your needs.

What else do I need to know about onboarding?

  • You set the pace - We are sensitive to the fact that different organizations move at different speeds, and your agenda may look different than what is included here. We may be able to cover more or less topics, depending on your pace. This means that you may not get a chance to cover everything if you move more slowly, and you may get a chance to cover more if you move more quickly. No matter what, you will always get the amount of time with an expert that is included in your onboarding plan.
  • Integration setup is included - The time it takes to set up your integrations does not count against your available consulting time. Integration management depends on your subscription plan. Setup consulting hours cannot be used to help you set up more managed integrations than are included in your plan level.  
  • More consulting is available - You can always purchase more consulting hours to cover additional training topics that you would like to focus on.  

What is included in Starter onboarding?

These services are included when you onboard on the Starter plan:

  • Setup of Stripe / PayPal integration
  • Setup consulting – 1 hour consulting to cover email deliverability, and helping you get contacts moved into DonorDock
  • Setup resources – access to documents, checklists, and videos to help you get started

This is a typical way we would setup your onboarding:    

  • 60 minutes – Email deliverability + transferring contacts to DonorDock
  • Payments integration setup – Stripe / PayPal setup

What is included in Essentials onboarding?

These services are included when you onboard on this plan:

  • 3 managed integrations – helping you get set up with 3 standard managed integrations. No Zapier account needed.
  • 3 hours setup consulting – 3 hours setup consulting to cover email deliverability, and helping you get contacts, gifts, and activities moved into DonorDock. Many organizations have time for a bit of additional training.

Topics covered:

  • Email deliverability
  • Payment processing setup
  • Migrating contacts, gifts, and activities
  • How to - Q and A
  • Unlimited access to setup resources – Access to documents, checklists, and videos to help you get started.

Sample onboarding agenda:

This is a typical way we would setup your onboarding schedule:

  1. Live training session - 30 minutes – live training with your team
  1. Emails & payments session - 30 minutes – email deliverability + payment setup
  1. Data migration chat 30 minutes - migrating contacts, gifts, and activities  
  1. Asynchronous data migration– 60 minutes– an expert will migrate your data for you.
  1. Final questions chat - wrap up, overview of additional resources, and final Q & A

Once you have completed your onboarding, you will have everything you need to use DonorDock! Afterwards, you will have access to our award-winning support.  

What is included in Professional onboarding?

These services are included when you onboard on this plan:

  • 5 Integrations – standard setup of 5 standard integrations. No Zapier account needed.
  • Setup resources – access to setup documents and videos to help you get started
  • 5 hours setup consulting – 5 hours setup consulting to cover email deliverability, and helping you get contacts, gifts, and activities moved into DonorDock, and training.

Consulting can typically cover:

  • Email deliverability
  • payments setup
  • Migrating contacts, gifts, and activities
  • Team training
  • Training and setup electives

Sample onboarding agenda:

This is a typical way we would setup your onboarding schedule:  

  • Live training overview session - 30 minutes – live overview and training with your team  
  • Emails & payments session - 45 minutes – email deliverability + payment setup, and data
  • Intermediate training45 minutes - product overview for everyday users
  • Asynchronous data migration90 minutes– we will migrate your data for you
  • Training topics electives – 3 or 4 topics from this list to dive deeper
  1. General training – your choice of topic
  1. Donordock for CRM beginners
  1. Retain more donors  
  1. Contacts, badges, lists, and campaigns
  1. Reports and the dashboard
  1. Campaigns, funds, and appeals  
  1. Email marketing    
  1. Volunteers and events
  1. Online giving and donation pages
  1. Activities and the action board
  • Final Session- Wrap up, overview of additional resources, and final Q & A

Once you have completed your onboarding, you will have everything you need to use DonorDock! Afterwards, you will have access to our award-winning support.  

What is included in Enterprise onboarding?

These services are included when you onboard on this plan:

  • 10 Integrations – standard setup of 5 standard integrations
  • Setup resources – access to setup documents and videos to help you get started
  • 10 hours setup consulting – 5 hours setup consulting to cover email deliverability, and helping you get contacts, gifts, and activities moved into DonorDock, and Training.

Consulting can typically cover:

Everything covered in Professional onboarding, with greater depth around the topics and areas that are most important to you. These may include:

  • Email deliverability and payments setup
  • Migrating contacts, gifts, and activities
  • Team training
  • Training and setup electives

Sample onboarding agenda:

This is a typical way we would setup your onboarding schedule. In additional, we'll have more time to dive into specific onboarding topics, and we'll schedule time to integrate the tools you need.

  • Live training overview session - 30 minutes – live overview and training with your team  
  • Emails & payments session - 45 minutes – email deliverability + payment setup, and data
  • Intermediate training45 minutes - product overview for everyday users
  • Asynchronous data migration90 minutes– we will migrate your data for you
  • Training topics electives – 3 or 4 topics from this list to dive deeper
  1. General training – your choice of topic
  1. Donordock for CRM beginners
  1. Retain more donors  
  1. Contacts, badges, lists, and campaigns
  1. Reports and the dashboard
  1. Campaigns, funds, and appeals  
  1. Email marketing    
  1. Volunteers and events
  1. Online giving and donation pages
  1. Activities and the action board
  • Final Session- Wrap up, overview of additional resources, and final Q & A

Once you have completed your onboarding, you will have everything you need to use DonorDock! Afterwards, you will have access to our award-winning support.  

Integrations

How do integrations work with DonorDock?

DonorDock can create and run integrations for you between your donorDock account, and other apps, softwares, and services you use. This is called a managed integration. Each DonorDock plan comes with a set number of managed integrations.  Managed integrations are done for you, and do not require a zapier account, or any technical knowledge or expertise. They just work. Managed integrations have two types of services – the first is integration setup, and the second is integration management.  

  • Integration setup is included in your onboarding package.  
  • Integration management is included in your subscription plan.  

You also have the option to create and run your own integrations yourself. You can do this by creating your own zapier account. You can create as many zapier integrations as you like, there’s no limit to the number of self created and self managed zapier integrations you can make. Creating your own integrations requires some technical knowledge, and may require a subscription to Zapier.

What integrations are availiable?

There are thousands of available integrations. See a full list here.

These are common integrations:

  • Accounting - QuickBooks online (can export to QuickBooks desktop)
  • Events – Eventbrite
  • Donations and fundraising – harness, DonorBox, Givebutter
  • Payments – Stripe and PayPal  
  • Email – Mailchimp, Emma, Constant Contact
  • Forms – Google forms, Survey Monkey, Typeform

These are common integrations, but there are thousands more available.  

Don’t see what you’re looking for on our list? Contact us about a custom integration.  

What is included in integration setup?

What is included in a standard integration setup?

Standard integration setup is a service that is included in your onboarding package. This service includes integrating DonorDock with a compatible app of your choice via Zapier. Standard integration setup is specifically for integrations that DonorDock manages for you, so you will not need a Zapier account of your own.  

There are thousands of available integrations. See a full list here.

Note:

  • Your integration is limited by the functionality available through Zapier. Zapier, and the apps that you integrate with, may also impose limits on how quickly you can synchronize information.
  • If we are unable to connect an app due to technical reasons during the setup process, you will be able to substitute that app for a different one.  
  • You must provide us with sufficient access to the accounts you wish to integrate.  
  • Provided accounts must have the necessary subscription level and access to connect to Zapier.  
  • Once your integration has been set up, the setup process does not include updating that integration to perform different actions or to change the triggers.  

What is included in integration management?

What is a managed integration?

A managed integration is an integration between your DonorDock account and a currently supported integration. There are thousands of available integrations. See a full list here.

What is included in integration management?

  • Running your integration – We will keep your integration up and running between DonorDock and your integrated app.  
  • Reauthorization - If login information changes, or our access needs to be reauthorized, we can help reconnect Zapier to the app you are integrating with.  
  • 1000 tasks per month - Whenever your Integration successfully completes an action, it counts as a task. A standard integration can perform up to 1000 tasks per month. Tasks do not roll over from month to month.  

Other information about managed integrations:

  • Updating your integrations: Updating integrations with different actions, filters, or triggers is not including in integration management. If you need help updating your integrations, an expert can help you as part of a consulting package.  

Support

What is included in support?

Your subscription includes access to support resources, as well as access to personalized support from our team.  

  • Video Course – A video course to help you learn the basics of Using DonorDock
  • Knowledge Base – Helpful articles to assist you as you learn to use various DonorDock features
  • Help Desk – Real help from real humans, on demand. Includes chat and email support
  • Chat Support – Chat Support from a real human
  • Email Support – Email support from a real human
  • Live Group Training and Q&A – Live training and questions with Our CEO and product experts

Chat and email support can help you with these types of issues or questions:

  1. “How-to” Support – when our knowledge base or training videos don’t cover your question, you can reach out to support for help with your question about “how to” use DonorDock.  
  1. Technical Support – If you encounter an issue, technical problem with DonorDock, or a bug, a DonorDock support person can help ensure you get the help that you need.


Other information about support:

  • We offer help beyond support – If you’re looking for support beyond how-to, or technical support. Consider a consulting package.  
  • We are easy to reach - You can reach our support team at support@donordock.com, or once you have subscribed, you can chat with support while logged into DonorDock.  

Consulting

Consulting Packages

We are always looking for ways to help DonorDock customers be more effective fundraisers and users of our tool. Customers started asking us for more in-depth training and personalized advice, and that is why we offer Consulting.

Every plan includes onboarding. If your organization is looking to get even more value out of DonorDock, consider a consulting package. Additional 1 hour training blocks can be purchased for $150.

Lite

2 Hours Training

$300

For smaller projects, diving into specific training topics or deliverables.
Contact Us

Growing

5 Hours Training

$600

Designed to complete a a specific goal or initiative, including training and help with implementation.
Contact Us

Advanced

10 Hours Training

$1000

Helping you solve complex challenges or diving deep into advanced training, focued on your specific needs.
Contact Us

Questions? Contact us about consulting packages at (701) 404-8682 or sales@donordock.com

What consulting topics are availiable?

What services are available as part of consulting?

Here is a list of some of the services available as consulting:

  1. Personalized training – live video or phone
  1. Troubleshooting integrations
  1. Live training for newly hired staff
  1. Report creation
  1. Template building
  1. Campaign consultation
  1. Data migration support
  1. Integration support
  1. Fundraising training  

Other topic ideas are welcome, and will be agreed upon on a case by case basis.

More information about consulting

A few helpful things to remember about consulting.

  • We offer support beyond consulting – looking for help with custom coding, building something new, or need other services beyond consulting? Reach out to us about a custom project.  
  • Consulting hours are included in onboarding – each onboarding package already includes consulting hours. If you find that you need more consulting hours than are availiable in your onbaording package, you can add consulting hours to help you.