Our Client Support Team will be with you at every stage of your journey with us, from setting up your account, creating your first action(s), running your training session(s) and generally helping you to get the most out of our software.
You can reach us by phone or email.
Main office: +44 (0)20 7253 0753
Your account manager:
Corin – email@example.com
Your support team:
Marta – firstname.lastname@example.org
Camille – email@example.com
Michael – firstname.lastname@example.org
Daniel – email@example.com
Jess (Australia) – firstname.lastname@example.org
What happens during the onboarding process?
Learning a whole new software application can be daunting but we are here to make it as smooth as possible. We will break down the boarding process into manageable steps to get you up to speed with Engaging Networks as soon as we can.
Along with using Basecamp 3 for task management, we’ll set up regular video calls with you, starting with a kick-off call, and catch-ups along the way to make sure everything stays on track. We may also recommend separate meetings with different teams, for example to talk about data migration.
We’ve broken the boarding process up into three distinct phases. The first phase is all about getting the required information off you, the second phase entails taking that information and getting it into your account. The final phase will focus on training and ensuring that everything is set up correctly for you.
When we require information from you, you’ll notice the word ACTION in the copy below.
PHASE 1 – information from you
We’ll have a kick off call with you to talk through your specific implementation.
On this call we’ll confirm the software tools you will be using and will run through a start up checklist that’s tailored for your account. We’ll also go through this webpage to explain all the steps.
This way you will clearly see how the boarding process will work from the beginning, to completion.
We’ll ask you to get up to speed with the modules you are using, through our online training Academy. We’ll have a Q&A session towards the end of the onboarding process to cover anything you wanted to go over in more detail.
All future users of the platform should register for the Academy and take their relevant courses throughout the onboarding project.
Account data structure database fields
We’ll set up your default supporter database based on your requirements
Any data you wish to collect on Engaging Networks forms, or any that you wish to import from another system, will need to go into a database column in your account. These could be form fields like “First name”, “Address 1”, “Email” and “Country”. They also could be columns for segmenting supporters in the database, such as “Source” or “Appeal code”.
If you plan to export data from Engaging Networks and import it into another CRM, you’ll want to mirror the database structure to make the process easier. Alternatively, you may just want to have a simple default supporter database format in Engaging Networks that just captures the key information when your supporters complete an Engaging Networks form.
The standard list is Title (select), First name, Last name, Email Address, Telephone, Address 1, Address 2, Address 3, Postcode, City, County (select), Country (select). You can specify different names for these, as well as the values in the selects (drop-downs). You can even add additional fields – just let us know.
If you are going to be processing donations with us, we will discuss your payment gateway options and help you to get them securely into your account
In order to process donations through Engaging Networks, you will need to have a merchant account with one of our trusted and established payment gateway partners. If you haven’t chosen one already, you can see a comparison of functionality here.
If you have the login credentials already, you can drop them into a secure password page in the software. We’ll show you how to do this and how to set up a ‘test’ version in order to ensure your donation pages are working correctly.
If you need to set up a new account, we can put you in touch with the right people, although the account approval will need to be between yourselves and the relevant payment processor(s).
Choose a gateway, set up your merchant account and we will help you enter your API credentials into the system. (NOTE: Please never send your API credentials over email)
MODULES: ADVOCACY FUNDRAISING
We’ll set up your first HTML ‘action’ template in your account (for advocacy and/or fundraising) based on link(s) provided by you. These templates can also be optimised for mobile devices.
These template(s) will be the cornerstone for fundraising or advocacy pages. These provide the header, footer, sidebars, menus and stylings for your Engaging Networks actions that are unique to your organisation.
We won’t be able to design a new one from scratch, but we can take a link to a page that you provide us with and create a wrapper for you. If you are going to be using us for fundraising, we will ensure that the template is secure (https) – we can also do this for the advocacy template too. Finally, we will test the template across the major browsers to ensure the formatting is consistent.
Tell us what page to base your HTML wrapper(s) on.
If you are going to be using our email service, we will help you to get your first template into your account, configured correctly for our software.
We won’t be able to design a new template for you (though we can suggest some excellent Engaging Networks Implementation Partners if you need some new designs), but we can drop in an existing email template into your account. We will also ensure that all the key default settings are applied, such as an ‘unsubscribe’ link, a ‘view in browser’ link and a ‘default salutation’ based on the supporter data loaded into your account. Finally, we will test the email out in various email clients to ensure that the formatting is up to scratch. Everything else about our email service (creating new templates, inserting images and sending emails) will be covered in the training.
Send us your email template in HTML form and we’ll get it set up.
PHASE 2 – getting your account going
Account default settings
We’ll drop in all the required account defaults in your account. This includes all default error messages, validators and landing pages, which your supporters will see when they interact with your pages in various ways.
If you would like to specify specific messages for validators or error messages, rather than the default, you will be able to do so – note these can be changed at a later date as well.
Email server setup
If you are going to be a very large sender of emails, we may dedicate specific IP addresses for you to send from. We can decide if this is necessary during the initial kick off call.
Tell us how large your email recipient list is and roughly how often you will be sending emails.
We’ll advise you on how best to configure the ‘sender’ for your thank you emails and bulk emails (if relevant) so your emails get delivered to your supporters’ inboxes.
When your supporters take part in your advocacy actions or give money through your donation pages, we will send them a thank you email ‘from’ your organisation. Likewise, if you send bulk emails to your supporters, they will come from our servers but will look like they come from an email address linked to your organisation.
In order to improve deliverability of these emails, you should add details of Engaging Networks’ mail servers to your Sender Policy Framework (SPF) record. This will effectively authorise our IP addresses to send emails from your own sender domains.
More information on SPF and the specific set up that’s required can be found here
Set up SPF record (based on the above help file) / request that whoever manages your domain does so.
If you are going to be importing data into your account, we’ll help you to get it all in place, and advise on the best way to manage your supporter lists, going forward. We can arrange a separate call with your data team in this instance.
The supporter database structure in Engaging Networks can be set up in any way making data migration, if required, as easy as it can be!
In order to figure out the best plan for your data, we may suggest we have a call with your data team. In the call we would discuss the format of your supporter data in the system and, if required, the set up of any interfaces between Engaging Networks and your other systems, to automatically transfer data in and out of the software.
NOTE: General data management within the software will be covered during the training sessions.
Let us know if you plan to migrate data into Engaging Networks and we can decide with you if we need a separate data call.
MODULES: ADVOCACY FUNDRAISING
We’ll set up your first advocacy and or fundraising page, based on your requirements.
As well as adding the HTML template to your account, we will also create your first advocacy and or donation page. These pages can either include dummy copy or they can have real text in them, as they are going to be published on your website. Either way, we will make sure that they are all set up to best practice, so going forward you can use these actions as the basis for your future pages. How to create these ‘future pages’ will of course be covered in the training.
Tell us what kind of action you want us to create. We will then arrange copy and other details with you.
If you would like to use a secure subdomain relating to your organisation for your donation or advocacy pages, we can take you through all the options.
You can mask the Engaging Networks’ base URL (start of your action links) with your own dedicated subdomain, for example https://donate.orgname.org/…
If you want to run your advocacy actions over ‘https’, or if you are using us for donation processing, and want to use a dedicated subdomain, then you will need to purchase a secure certificate and apply this to the subdomain in question.
More information on sub domains can be found here.
If you are ready to proceed, please contact your local client support team for a full price list. We will then place the order for you and see the whole process through, from start to finish. We will also tell you when your certificate(s) will be coming up for renewal, so you won’t need to worry about them expiring!
NOTE: if you don’t want to use a dedicated sub domain, you can always use our standard ‘netdonor.net’ for fundraising, or ‘e-activist.com’ for advocacy.
Let us know if you want to use a secure subdomain and we’ll go from there.
PHASE 3 – training and check up
Once everything is set up and working, we will arrange the Q&A session with you, based on the modules you will be using.
The first step to learning about the Engaging Networks platform is to register with our online Academy. These e-learning courses are free to take and cover how to use the software with step by step video walkthroughs.
Once you have completed the e-learning courses, if you need further specific training relating to your account this can then be arranged with the support team directly to build on the skills you’ve learnt in the Academy.
The Academy and Q&A sessions are also supplemented on an ongoing basis via webinars, help documents accessible via our client support website, and case studies that are continually updated, as well as our annual conference.
You can self register into the Academy by following this link. Each person in your organisation that needs training will need to register individually for the Academy so they can keep track of their progress in their Academy account. Once registered for the Academy access needs approval which can take up to 24 hours, and once approved you’ll receive an email with a username and password so you can log in to the training.
Set up the software users
We’ll show you how to create software users in your account and assign roles to each, using our permissions functionality.
Our permissions functionality allows you to create groups. These groups can be configured so users assigned to them can only do or see certain parts of the software, for example a group who can only send emails, a group who can only download data or a group who can do ‘everything’. You can even limit the data they can see or send emails to in the account. We’ll speak with the person in your organisation who will control admin rights to the groups and show them how set things up. More information on permissions is available here.
Finally, after account set up and training is complete, we will run through all the aspects of the software you will be using to ensure that everything that’s been added has been set up and is working correctly. And when the whole process is completed, we will have a close off call with you to evaluate your experience with the boarding process.
To ensure everything is OK with your account before you go live, we will run through the checklist from the account kick off call and we will make sure that you are happy with all aspects of the boarding process.
You’re now fully boarded!
However, please contact us with any support queries you may have. We are only a phone call or email away.