Happy 2012! I would like to thank everyone for your ongoing support of TechSoup Canada. To date, over 14,000 organizations are registered and qualified for our TechSoup Canada Product Donations Program!
Looking back at 2011
2011 has been a year of growth and transition for us here at TechSoup Canada, we increased our capacity from 2 to 6 full time Canadian staff and transferred Account Management support from TechSoup to Canada. (Previously, we had two staff at TechSoup in San Francisco assisting with Customer Service. Meet our new Canadian team!)
On the Donation Program side, Microsoft has made the ordering of products a lot easier (no more minimum orders and you can order year round until you hit your license limit). We have also introduced new donor programs such as FluidSurveys, Citrix, SlideRocket, Flip Video and Sumac.
Outside of the donations program, we got the chance to speak at eight different conferences. It was our opportunity to meet many of you in person; we hope to do more of this in the future, so if you feel TechSoup Canada would be a good fit for an upcoming conference, please contact us and let us know!
Introducing online webinars allowed us to connect with you virtually. Based on requests from the community, we were able to provide webinars on technology planning, introduction to CRMs, Cloud Computing 101 and more.
Customer Service Experience
We conducted a customer service satisfaction survey before the holidays to ask you what you think. We got 874 responses, so thank you to all of you who took the time to provide feedback! While most of you are happy with the level of service we provided, there were lots of suggestions for improvements as well, in particular: longer phone hours, better response time, easier to navigate website and expansion of our programs to nonprofit organizations that are not charities. These suggestions will form the foundations for improvement for us in 2012.
What are we going to do for 2012?
We have increased our phone hours to 10am-4pm EST (8am-2pm PST) Monday-Thursday. Although our phones are closed on Fridays, we will be answering email from 9am-5pm Monday-Friday.
We have increased the number of staff available to take your call to shorten wait time on the phone and increase turn-around time on emails. We anticipate this will also increase the turn-around time for new registrations.
We talk about “Accounts Management” because we want to provide more than customer service. We might suggest alternative products if you don’t qualify for the donor program you want, send you a technology survey to know what needs you may have, or an impact survey looking at whether the products you requested were useful to your organization. Hopfuly down the line you will have the ability to book an hour with one of our technology experts to talk about your needs. Our mission is to make sure we are helping you to use technology to make your life easier.
Nonprofit Eligibility Expansion
The expansion of eligibility of our donor programs to nonprofits that are not registered charities is something we’ve been working on since we launched, but we’re giving it an even bigger focus this year. We are happy to announce that GrantStation and Sage will be opening up eligibility to nonprofits by the end of January. We will be working with all of our donor partners to look at continued expansion through out the year.
Increase in Variety of Products Available
As technology changes, we are moving from traditional out of the box software to other tools such as cloud-based applications or serviced-based offerings. In 2012, we would like to bring on board a wider variety of tools to the donations program to better serve your technology needs.
Improved Service to French Speaking Organizations
In 2012, phone and email service will be available in French and we are working on delivering more French content on our site. In addition to work we are doing internally, we would like to actively partner with French speaking organizations to see how we can work together to improve our service.
We want to make our website easier to navigate and provide more information/assistance on registration, eligibility, order limits and ordering process. Our goal is to make ongoing small changes through out the year (visit our Learning Centre and Community pages to see some of the changes we’ve made already) and we’re targeting a full redesign for the fall of 2012.
What we would love from you
Let us know how we are doing and how we can improve
We may have identified areas for improvement but we still need you to give us feedback on how we are doing and what kind of improvements we should be making.
Invite us to join you
Invite us to speak at your conferences! Let’s collaborate on delivering a webinar! We are happy to speak on various topics regarding technology and how it can help organizations to increase their capacity in addition to speaking about our donations program. Let’s put our thinking hats on and see how we can collaborate to serve the sector better together.
Share your stories with us
We would love to know how you are using technology to changing the communities you work with, and to share your story with others on our blog or in a case study. By itself, technology will not be able to change the world - it’s how organizations like you are using it that is making the world a better place.
-Jane Zhang, Program Director of TechSoup Canada