Since the Blackbaud acquisition, I have experienced a vast improvement in the customer service quality and turnaround time
San Diego, CA (Vocus) October 3, 2008 -–
Blackbaud, Inc. (Nasdaq: BLKB) announced today that it has completed the first phase of investment in its Kintera division’s support offerings. This multiple-part program includes: increased personnel investments, expanded training, the use of Blackbaud’s industry-leading support infrastructure, improved access to product and industry experts, and self-service options.
“Since the Blackbaud acquisition, I have experienced a vast improvement in the customer service quality and turnaround time,” said Lyndsay Myers, American Heart Association’s associate director of CRM and a Blackbaud, Kintera division customer who supports 25 field offices.
To date, Blackbaud has increased the San Diego-based support team by 50 percent and has begun sharing support methodologies for all aspects of the business from call handling and service metrics to client surveys. Additionally, Blackbaud is further integrating its support teams to provide better peak call-load balancing between its Charleston, South Carolina, headquarters and San Diego office. Blackbaud’s Kintera division support options are now available in the company’s main telephony system to provide all Blackbaud clients one point of contact for support.
Jerry Zink, Blackbaud’s chief customer satisfaction officer said, “Blackbaud’s support focus is on answering client inquiries quickly and resolving their issues in a timely manner while being polite, courteous, and accurate. We are going to provide the Kintera division support team members the tools they need to build on their past performance and match or exceed the level of support that Blackbaud customers are accustomed to.
“Blackbaud is known for client support excellence,” said Rich LaBarbera, senior vice president at Blackbaud and Kintera’s chief executive officer. “Our commitment is to ensure all Blackbaud clients receive the same level of quality support, regardless of what product they are using. We are looking forward to providing unbeatable value to our clients as we complement our event and marketing solutions with even better customer support.”
For more Kintera integration news, visit http://www.blackbaud.com/thescoop.
Blackbaud is the leading global provider of software and services designed specifically for nonprofit organizations, enabling them to improve operational efficiency, build strong relationships, and raise more money to support their missions. Approximately 22,000 organizations — including University of Arizona Foundation, American Red Cross, Cancer Research UK, The Taft School, Lincoln Center, InTouch Ministries, Tulsa Community Foundation, Ursinus College, Earthjustice, International Fund for Animal Welfare, and the WGBH Educational Foundation — use one or more Blackbaud products and services for fundraising, constituent relationship management, financial management, website management, direct marketing, education administration, ticketing, business intelligence, prospect research, consulting, and analytics. Since 1981, Blackbaud’s sole focus and expertise has been partnering with nonprofits and providing them the solutions they need to make a difference in their local communities and worldwide. Headquartered in the United States, Blackbaud also has operations in Canada, the United Kingdom, and Australia. For more information, visit http://www.blackbaud.com.
melanie.mathos @ blackbaud.com
Source: Blackbaud, Inc.
Except for historical information, all of the statements, expectations, and assumptions contained in this news release are forward-looking statements that involve a number of risks and uncertainties. Although Blackbaud attempts to be accurate in making these forward-looking statements, it is possible that future circumstances might differ from the assumptions on which such statements are based. In addition, other important factors that could cause results to differ materially include the following: general economic risks; uncertainty regarding increased business and renewals from existing customers; continued success in sales growth; management of integration of acquired companies and other risks associated with acquisitions; risks associated with successful implementation of multiple integrated software products; the ability to attract and retain key personnel; risks related to our dividend policy and share repurchase program, including potential limitations on our ability to grow and the possibility that we might discontinue payment of dividends; risks relating to restrictions imposed by the credit facility; risks associated with management of growth; lengthy sales and implementation cycles, particularly in larger organization; technological changes that make our products and services less competitive; and the other risk factors set forth from time to time in the SEC filings for Blackbaud, copies of which are available free of charge at the SEC’s website at http://www.sec.gov or upon request from Blackbaud's investor relations department. All Blackbaud product names appearing herein are trademarks or registered trademarks of Blackbaud, Inc.