Welcome Series for Luminate Online and CRM Mid-Market Clients

Samantha McMahon

We have a new welcome series in place that the mid-market AM's are sending to Luminate Online and CRM clients. Here are the details on each message and the timing - please let us know if you have any questions! The second message in the series is triggered by your project end dates and the handoff document  you provide at the close of each project.

1. Welcome to Convio – The report is sent every two weeks to new clients who have signed a contract. This is meant to be received right after the deal close and before deployment has begun.

 

 

 Dear Non-profit Professional,Welcome to Convio, a Blackbaud company!We are thrilled to welcome your organization as a new client and look forward to a long and successful relationship.  As you are about to embark on your deployment, we wanted to introduce you to your Account Management team! You will have access to a team of Account Managers to ensure that you are connected to the resources necessary to help you reach your organization’s goals.For the next several weeks, you will be working closely with your deployment project team and once your project is complete, we will be following up with you to review training and other valuable resources to help you learn and use the tools better.We wish you all the best on your product deployment and ask that you be on the lookout for an invitation from our team, as you near your project end-date, to join us for an orientation call.If you have any questions regarding any of the above information, please contact us at accountmanagement@convio.com .We look forward to working with you!Your Account Management Team

 

2. Let’s get started! – This is being sent to client who have completed deployment. This message invites our newly deployed clients to an orientation call. 

 

Hello again,  Non-profit Professional!Congratulations on completing your deployment! We are excited to welcome you as a new administrator and would like to invite you to our upcoming orientation. The orientation call will include a tour of resources and introduce you to your Account Management team. To register for the orientation call, [go here]. Throughout our relationship, it’s our goal to:  Ensure your success with our tools and servicesHighlight best practices and opportunities to strengthen your online progra Act as your advocate by making certain that the appropriate internal resources are in place to support youIn order to prepare for your orientation call, we have enabled your access to some key areas:      The LearnCenter, where you will have unlimited access to online training and tutorials, and can register for upcoming classes.      The Community, an online space where you can share best practices, discuss strategy with other clients and access the knowledge base. To login to the LearnCenter, use your email address as your username. Don’t know your password? No problem! Just ask the system to send you a password reset. [Keep in mind that the access to the Customer Center is different from the access you need for your own admin area.]If you have any questions or trouble logging in, please let us know at accountmanagement@convio.com.We look forward to working with you!Your Account Management Team

 

3. Just Checking in! – Triggered to be sent one week after the orientation call.

 

Hey, new kid! How is everything going?!Getting used to Convio and acclimating to all of the tools at your disposal can take time, so we wanted to make sure that you are finding everything that you need.If you’re having trouble figuring something out, the best first stop for any new user is the Convio LearnCenter. In the LearnCenter, you have unlimited access to online training and tutorials, and you can register for upcoming classes. There is no substitution for training! We know you are probably already off and running with lots of new projects, but be sure to take some time to make an investment in training. A few hours spent now will save you a ton of time later!To login to the LearnCenter, use your email address as your username. Forgot your password? No problem! Just ask the system to send you a password reset. [Keep in mind that the access to the Convio Customer Center is different from the access you need for your own admin area.]Here are some good classes to help you get started:How to use supportHow to take trainingHow to use the online help documentationWe know there are tons of resources in the Convio LearnCenter and on the Community, and we understand that sometimes, it’s hard just figuring out where to start! But that’s why we’re here – to help you along your way. If you’re having trouble finding what you need, [lease do not hesitate to contact your Account Management team with any questions that you may have. We’re here for you!Happy Learning!Your Convio Account Management Team

 

4. In the Community – Triggered to be sent two weeks after the Just Checking In message. 

 

Hi Non-profit Professional,As someone who mobilizes the public, you know the power of a community. At Convio, we have our own Community, where you can talk to people who have the same experiences and questions about Convio that you have.Have a question about the best way to set up a Welcome Series or wondering how others addressed an issue that you have? Use the Community space to share best practices, discuss strategy with other Convio clients and access some great Convio thinkers!Also, don’t forget about these handy resources in the Customer Center:Service Module kits - These free DIY Service Module kits are meant to help you strategically understand and build online best practices, like newsletters, monthly giving and social media, to name a few. DIY kits are helpful shortcuts in building campaigns or adding general Convio best practices into your existing online program.Community Webinars – Our Community Manager, Kent Gilliam, hosts monthly webinars on a variety of best practices topics and they are all free! Be sure to join us for one (or six)! If you miss one, they are all recorded for on-demand viewing. We’ve got you covered!To login to the LearnCenter, use your email address as your username. Forgot your password? No problem! Just ask the system to send you a password reset. [Keep in mind that the access to the Convio Customer Center is different from the access you need for your own admin area.]See you in the Community!Your Convio Account Management Team

 

5. Support has your back – Triggered to be sent two weeks after the Join the Community message. This message concludes our email series.

 

Hi Non-profit Professional,Have you gotten stuck and aren’t sure how to proceed? Don’t worry – we’ve got your back. Our Support team is standing by to give you assistance troubleshooting problems with the Convio tools. We even have a variety of ways for you to reach out to us so that we can ensure that we’re always here to help.You can contact the Support team directly via Support case, IM or phone at http://support.convio.com.Now quite sure what you need to do when asking support for help? Here are some great tutorials to help you:How to use supportHow to use the online help documentationHave another kind of problem that isn’t about the product and you aren’t sure where to go? Come to us! Email us at accountmanagement@convio.com.Sincerely,Your Convio Account Management Team

 

The last piece of the Welcome Series is a task for the mid market AM team to do an individual personal call/outreach. That task piece is still being finalized.