For a company that claims to "serve their clients," Blackbaud has zero understanding of the importance of client relations especially after a sale closes. I have worked in the K12 Vertical for a few years now, and have been greatly disappointed with the way we treat our clients who spend thousands of dollars annually each year for a minimum of 3 years. Product functionality is not always on par with some of our competitors, yet we tend to sell and/or upsell with false claims so when a client begins to implement their new product many issues are brought to the forefront with clients feelings duped and/or wanting out of their contracts. Furthermore, after acquiring our current tuition management platform that offers an integration several of our clients who were part of an early adapter program where livid because they were not only guinea pigs but found that the intgration did not fully work for a multitude of reasons. In speaking with current and prospective clients I have heard everything from Blackbaud are extortionistists to questioning the longevity of my role (we have a high turnover in our department). In the end, Blackbaud, at least in the K12 Vertical, really only cares about quotas and sales. Once the sale is complete the client is not a priority, especially when they need assinstance wity navigating and troubleshooting their new purchase. Everyone from support to invoicing to tech are always passIng the buck. Some clients have waited months on end to have a simple question answered or get support for an issue. To add insult to injury many of these clients are charged an additional fee to have certain items fixed regardless of the amount they already pays which is far more than most of competitors.
