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.