Staying On Top of Your Donor Service Center in Luminate Online™CHELSEA DEROCHÉ

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Agenda

• Identify the benefits of sustaining giving programs and the Service Center

• Test drive the Service Center from a donor’s viewpoint

• Activate and customize the Service Center on a donation form

• Bonus 1: Three program areas for updating sustaining gifts as an administrator

• Bonus 2: Introduction to the Credit Card Updater Service

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Introduction

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Sustaining Giving

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Benefits of Sustaining Giving Programs

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Increased total annual giving

Improved donor retention

Predictable stream of funds

Benefits of the Service Center

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Reduced time managing sustaining gifts

Increased time to cultivate relationships

Improved constituent experience

The Donor Experience

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Service Center Options

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Change the gift amount

Change the next gift date

Skip a payment

View the payment history

Edit billing information

Cancel the sustaining

gift

Service Center

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Demonstration

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1 Access the American Health Society website.

2 Click the Donate Now link. The Support AHS page appears.

3 In the General Donation box, click Make a general donation. The Annual Fundraising Campaign - Health For Life form appears.

4 Enter the following information:

5 Click Next.

6 Click Process. The Service Center link appears

• Gift amount: $<##.##> • Card type: VISA

• Gift type: Sustaining gift • Card number: 4111 1111 1111 1111

• Gift duration: <# months> • CVV: 111

• Your name • Expiration month: This month

• Your work address • Expiration year: Next year

• Your email address

Steps to Make an Online Donation

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You want to give $120 to the American Health Society over the course of six months.

1. Use the link provided by the instructor to access the training website.

2. Use the General Donation form to make a sustaining gift of $20 a month for six months.

3. Review the Thank You message.

4. Do not close the webpage.

Practice

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Demonstration

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Steps to Use the Service Center

1 On the upper right side of the American Health Society website, click Edit Profile.

2 At the top of the profile page, click the Service Center link.

3 As appropriate: • Change the payment amount• Change the payment date• Skip the next payment• View the payment history• Discontinue payments• Change the credit card information

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Practice

Use the Gift Service Center to update your sustaining gift to the American Health Society.

1. Increase the amount by $10.

2. Skip the next payment.

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Activating the Service Center

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Donation Management: Online Giving

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Demonstration

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Steps to Activate the Service Center

1 Log in to Luminate Online.

2 On the Fundraising menu, click Donation Management.

3 On the Online Giving tab, click the All Donation Forms tab.

4 Enter search criteria, and then click Search.

5 In the results grid, locate the appropriate form, and click Edit in the Actions column. The Online Giving tab for the donation form appears.

6 In the process navigator, click Design Donor Screens. The Related Actions section appears below the process navigator.

7 In the Related Actions section, click Configure Service Center. In the process navigator, the Configure Service Center sub-step appears.

8 Under Gift Service Center HTML Caption, enter and format a donor-facing introduction to the Donor Center.

9 Under Gift Payment Modification Options, select the checkbox for each option you want donors to access in the donor center.

10 Click Finish.

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Summary – Page 1• Identify the benefits of sustaining giving programs and the Service

Center• Benefits of sustaining giving programs include:

• Increased total annual giving• Improved donor retention• A predictable stream of funds for your organization

• Benefits of giving donors access to the Service Center include:• More time for staff members to cultivate relationships with donors• Enhanced donor experience

• Test drive the Service Center from a donor’s viewpoint• Use the General Donation form to submit a sustaining gift• Luminate Online automatically creates a constituent record based on the

information provided in the form (survey)• At the top right of the website, click the Edit Profile link• At the top of the profile page, click the Service Center link

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Summary – Page 2

• Activate and customize the Service Center on a donation form• Access the Donation Management area of Fundraising• Open the appropriate donation form and access the Service Center• Enter and format an introduction to the Service Center page• Select the options you want to be available to donors, such as changing the

payment amount, changing the payment date, and viewing the payment history

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Bonus 1: Three Program Areas for Updating Sustaining Gifts as an Administrator

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Three Program Areas

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At times, you may get requests from donors to update their sustaining gifts.

In these situations, you can access three areas of Luminate Online on behalf of donors:

1. Constituent360: Transactions tab

2. Fundraising - Donation Management: Sustaining Gifts tab

3. Fundraising - Transactions: Sustaining Gifts tab

Options in Each Area

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1. Constituent360

2. Fundraising - Donation Management

3. Fundraising - Transactions

Option 1 2 3

Edit the payment amount of a sustaining gift X X X

Edit the payment date of a sustaining gift X X X

Edit the duration of a sustaining gift X X X

Skip the next payment of a sustaining gift X X

Edit the credit card information for a sustaining gift

X X

View the payment history of a sustaining gift X X

Cancel a sustaining gift X X

Add a sustaining gift using an offline or online/offline donation form

X

Bonus 2: Introduction to the Credit Card Updater Service

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Credit Card Updater (CCU) Service

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• Available to organizations that use Blackbaud Merchant Services for credit card processing

• Automatically analyzes credit card data on a monthly basis

• Provides new card numbers and expiration dates for VISA®, MasterCard®, and Discover® cards issued by United States banks when available

CCU Updates – Page 1

Program Area Location Data

Constituent360 Profile tab: Sustained Giving Information section

Card expiration date

Constituent360 Transactions tab: Sustaining Gifts section

• Last four digits of account number

• Card expiration date

Constituent360 Transactions tab: Transaction History section

• Card type• Last four digits of

account number• Card expiration date

Constituent360 Interactions tab

Interaction type: Sustaining Gift CCU New Billing Info

Previous and new:• Card type• Last four digits of account

number• Card expiration date

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CCU Updates – Page 2

Program Area Location Data

Fundraising – Donation Management

Sustaining Gifts tab: Billing Information section

• Last four digits of account number

• Card expiration date

Fundraising – Donation Management

Sustaining Gifts tab: Payment Information section

• Card type• Last four digits of account

number• Card expiration date

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CCU RESPONSES

Program Area Location Data

Constituent360 Interactions tab

Interaction type: Sustaining Gift CCU Response

Contact cardholder

Constituent360 Interactions tab

Interaction type: Sustaining Gift CCU Response

Account closed

• If new information is not available for expired or out-of-date cards, Credit Card Updater adds one of the following messages in Luminate Online: Contact cardholder or Account closed.

• You can report on the interaction types via the Interaction Details report.

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Give donors the power to update their own gift settings! Activate the Service Center on your Luminate Online donation forms.

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Don’t forget to complete a session survey! Each completed survey enters you into a drawing to win a complimentary registration to bbcon 2015 in Austin, Texas*. 

*Blackbaud reserves the right to change or withdraw this promotion at any time, without advance notice. Promotion has no cash value and may not be exchanged, applied to, or combined with any other offer.

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