Ban buyer's remorse: what and who to read and ask

Yes, I admit it. I'm a late adopter and cautious buyer, particularly with important purchases. I like to do research, evaluate options, and budget for the expense. Then again, "analysis paralysis" isn't good, either - sometimes, indecision can be more costly.

So what are key resources and questions to ensure confidence in your software evaluation?

Key resources

One obvious source for great information is industry publications, like the wonderful one you're reading now. The same goes for industry conferences, consultants, and web searches.

There are other resources too. Nonprofit support centers (local, national and international) offer literature and sometimes libraries of software that can aid in your evaluation. Current users of software can often give you referrals, demonstrations and answers to detailed questions about how the software will fit your organization's needs. Search online for user groups for the software you're evaluating.

Board members, funding sources and regulatory agencies may have experiences to convey, especially if they happen to be on the receiving end of your fundraising reporting. Your peers in similar organizations just might have great information to share. Contact your organization's national headquarters, sister chapters, or similar organizations.

The information you gather will help you narrow the field to those systems that best fit your organization's needs. Next, contact the vendors or local partners for detailed information and a software demonstration.

Taking a detailed look

Looking at demonstrations or "demos" lets you see the software in action. There are several types of demos

• Self-running demos - Most companies provide a free, self-running demo, which typically shows some menus and takes you through a few functions. These provide a brief product overview for preliminary evaluation.
• Live demos - A live demo lets you see more features and ask specific questions relevant to your needs. Live demos include in-person demonstrations at your organization, at trade shows and events or over the Web, otherwise known as "Webcasts." To get the most from the experience, you should prepare questions to ask the salesperson in advance. Invite team members from related departments, such as finance, to provide questions as well.

Key questions to ask up front

It's important to remember that your relationship with the fundraising software vendor begins, not ends, with selection of the software. Since you're likely to want services beyond the software, get to know more about the company and the type of services it offers. Other factors you should consider include:

• Responsive support

What is the availability of customer support? How can you contact support (phone, fax, e-mail, online)? How quickly will you get a response to your support issue? What are the levels of experience and expertise of the support representatives? How do current users rate the quality of the company's support?

• Maintenance

Does the company have a formal software maintenance program? Does the program include bug fixes only, or are upgrades also included? How often are enhancements or new versions released? Carefully timed enhancements ensure the company is in touch with its customers' needs.

• Quality training

What is the experience and expertise of the trainers? What types of training options are offered and what are their relative costs? Is adequate time given for the trainee to feel comfortable using the system? Is there any time for solving organization-specific problems? Are there advanced training classes for more complex subjects?

• Supplier stability

Is the company stable? With consolidation of technology rampant in the marketplace, private companies are at greater risk of being acquired and their products discontinued. Make sure the company will be around for a while.

• Supplier reputation

What is the company's reputation? Is it committed to the nonprofit sector? How long has its fundraising product been on the market? And how long has it been designing solutions for the nonprofit sector?

• Customer focus

How many customers does the company have? Is it customer-oriented, and is this important to your organization? This characteristic influences your experience as a customer and everything the company does.

References: ask your neighbour

As mentioned previously, you should consider talking to customers of the solutions you're evaluating. Speak not only with the person who has hands-on use of the system, but administrators as well, as you will get valuable information about the software's real-world capabilities. More importantly, references are very useful when you want to discuss the company and its services. Ask about the user's experience with support, training, and maintenance programs in addition to the solution itself. Prepare a list of questions in advance to ensure you are covering the key topics important to your organization.

Long term benefits worth the effort

Selecting the best software for your organization takes time and effort, but the rewards are great. A smoother fundraising program can not only improve your organization's administrative efficiency, but also increase its revenues and improve its public perception.

If you treat the purchase of new fundraising software as a long-term investment rather than an expense, and follow the process outlined in this series, you should select a system that has the capabilities you need, provided by a software company that will be a long-term partner in your success. Good luck!

Heather Burton is a senior marketing manager for Sage North America's Nonprofit Solutions business. She holds a BS in Electrical Engineering from the University of Maine and prior to joining Sage worked in the semiconductor industry. During that time, she began her community involvement and worked on her company's charitable giving team, which provided the opportunity for her career change to a full-time fundraiser.

Just before joining Sage in 2005, Burton worked in several development roles and as a loaned executive for United Way. She also led volunteer fundraising teams for a local hospice. Because of her technical expertise, Burton continually finds herself consulting on everything from software selections and implementation to web site development practices.