View the attached document here, to see guidelines for our Onboarding process.


Your Client Onboarding Advisor will guide you through Phase 1 of Onboarding and then introduce you to the Support team to address Phase 2 items and provide ongoing client support.

Onboarding process:  Set Up and Training

  • Kick-off meeting - to provide an overview of the onboarding process
  • Client populates data load templates
  • Database created and data loaded by Client Onboarding Advisor (Note: Multiple loads may incur additional charges)
  • Client reviews data & verifies accuracy
  • Walkthrough meeting – to provide an overview of how to navigate the Fundriver software
  • Spending rule set-up and administration fee set-up, if applicable
  • First Posting meeting – to walk through the process of the client’s first posting in Fundriver and explore reporting options
  • Client Onboarding Advisor and Client identifies exports, imports and reports if needed (Tickets created in Fundriver’s ticketing system for ongoing tracking for urgent requests)
  • Onboarding complete

Transition to Support 

  • Client Onboarding Advisor introduces Client to Client Experience Specialist
  • Client Experience Specialist explains donor or custom reports process, if not already addressed
  • Client Experience Specialist follows up on GL Exports or Imports for non-urgent requests
  • Client Experience Specialist obtains client sign-off of onboarding (if not already received) 

Ongoing support items* 

  • Updates to GL exports or imports that were built during onboarding
  • Creation of new GL exports not addressed during the onboarding
  • Year-end audit questions
  • Add-on of additional modules not set up during onboarding
  • Additional spending rule and administration fee questions/adjustments
  • General questions that arise after onboarding

 

*Ongoing support needs can be addressed by submitting a ticket, emailing support@fundriver.com, or calling (513) 618-8718.  Requests for customization of Fundriver features or custom reports are considered billable projects and may require a Statement of Work.  Please see this LINK for more information on our Statement of Work process.