Understanding the real costs of poor support
In the world of corporate social responsibility (CSR), choosing the right platform is crucial for success. Your CSR platform should be more than just a tool—it should be a partner that helps you navigate the complexities of giving and volunteering, supports your team with responsive service, and ensures your initiatives are impactful and seamless. Unfortunately, not all platforms deliver on these promises.
When evaluating CSR platforms, many organizations focus on features and pricing. While these are important factors, one critical aspect is often overlooked: customer support. Poor support can have far-reaching consequences that extend beyond day-to-day frustrations. It can lead to delays, increased operational costs, and even undermine the success of your CSR programs.
But poor support isn’t the only hidden cost. Many CSR platforms, like Benevity, YourCause, and CyberGrants, have additional fees that often go unnoticed until it’s too late. These fees can significantly impact your budget, especially for large enterprises running substantial giving programs.
A case study in support challenges and hidden fees
Benevity, YourCause, and CyberGrants are the most well-known CSR platforms in the market, but for many of its enterprise customers, the experience has been far from smooth. Here are some of the most common issues reported:
Delayed implementation and onboarding
- Issue: Several customers have experienced significant delays during the implementation phase. For instance, one enterprise signed with Benevity in November, but their platform wasn’t fully operational until May of the following year—far behind the promised timeline.
- Cost: These delays can lead to missed opportunities, particularly if your CSR initiatives are tied to specific dates, such as year-end giving campaigns or community events. Additionally, the extended onboarding period means your team spends more time and resources just trying to get the platform up and running.
Slow response times and high turnover
- Issue: High turnover within Benevity, YourCause, and CyberGrants’ customer success teams has been a recurring problem. One company reported that they were on their third Customer Success Manager (CSM) in just one year. Additionally, even simple support requests, like changing a Single Sign-On (SSO) connection, took up to four weeks to resolve.
- Cost: High turnover and slow response times can severely disrupt your CSR operations. When issues arise, they often need immediate attention. Delays not only frustrate your team but also impact the overall employee experience, as users may face prolonged downtime or unresolved issues.
Inefficient and fragmented systems
- Issue: Benevity, YourCause, and CyberGrants' platforms are often described as clunky and fragmented. For example, their reporting system is separate from the main dashboard, requiring a completely different login. This adds unnecessary complexity, making it difficult for admins to access the data they need.
- Cost: A fragmented user experience leads to inefficiencies. Your team may need to spend extra time navigating multiple systems, which reduces productivity. Moreover, the lack of seamless access to data hampers your ability to generate timely reports—crucial for demonstrating the impact of your CSR efforts to stakeholders.
Hidden fees: the "cause support fees"
- Issue: Benevity, YourCause, and CyberGrants charge a "Cause Support Fee" of 2.9% on all donations made through its platform. For enterprises running large-scale corporate and employee giving programs, this fee can add up to a substantial amount. For instance, an enterprise donating $10,000,000 a year through Benevity would see an additional $290,000 in fees—on top of their platform fees and other hidden costs, like one-time fees for adjusting records or late uploads.
- Cost: These fees are often overlooked in the initial decision-making process but can significantly impact your budget over time. Many enterprises choose to cover these fees to ensure more of their employees' donations go to the intended charities, but that means someone—whether it’s the company, the employees, or even indirectly, the charities—is paying Benevity, YourCause, and CyberGrants a hefty sum. This is on top of Benevity, YourCause, and CyberGrants' already high platform costs, making it an expensive option for enterprises committed to maximizing their social impact.
Why Percent Pledge is different
At Percent Pledge, we understand that your CSR platform is not just another software purchase—it's a critical part of your company's culture and values. That's why we’ve built our platform with customer support at its core, ensuring that you never have to face these hidden costs.
Here’s how Percent Pledge stands apart:
- Swift implementation: We promise and deliver quick onboarding, so your team can start making an impact without delay.
- Dedicated support: Every Percent Pledge customer has a dedicated Social Impact Manager, ensuring continuity and deep understanding of your unique needs. Our team is always just a call or email away, ready to assist with any issues that arise.
- Seamless user experience: Our platform is designed to be intuitive, with all the tools you need in one place—no multiple logins, no fragmented systems.
- Zero donation service fees: Percent Pledge is the only platform in the industry that does not take any money out of the donations your company and its employees make to charities. Unlike Benevity, we do not charge "Cause Support Fees" or any other hidden fees on donations. For that same example enterprise donating $10,000,000 a year, this translates to a savings of $290,000—money that can be better invested towards your employees, programs, and communities.
Don't let poor support and hidden fees undermine your CSR efforts
Choosing a CSR platform is one of the most important decisions your company will make. Don’t let poor support and hidden fees become costs that erode the value of your investment. With Percent Pledge, you get more than just a platform—you get a partner dedicated to your success, and a commitment that every dollar donated goes where it’s intended: to the charities making a difference.
If you're ready to experience the difference, chat with our experts today to learn more about how Percent Pledge can support your CSR journey and help you achieve your social impact goals without the hidden costs.
