Implementing a new digital giving platform is a multi-stage process requiring close collaboration between the nonprofit organization and the selected vendor. The project typically proceeds through the following key phases to ensure a successful transition and deployment:
This initial phase lays the foundation for the entire project. It involves project kickoff meetings to align teams, define roles and responsibilities, and finalize the project plan and methodology.
Key activities include confirming the project scope, establishing communication protocols, setting up project management tools, and providing initial access to the platform or relevant environments. The vendor outlines their proposed implementation methodology (e.g., Agile vs. waterfall) and communication frequency. Resource expectations from both the vendor’s team and the nonprofit’s team during the upcoming phases are specified.
This is the core build phase where the digital giving platform is configured and customized to meet the organization’s specific requirements.
Tasks include setting up online forms (donation, event, advocacy) with necessary fields, branding, designations, and ask arrays. The donor portal is customized, and communication workflows (email, SMS) are built with segmentation and triggers. Peer-to-peer or event registration tools are configured if needed.
Integration points with the primary CRM ([Specify CRM Name], e.g., Salesforce NPSP/Nonprofit Cloud) and other systems (payment processors, analytics) are established, guided by agreed data mapping. This also includes security configurations and architectural setup.
This critical phase involves migrating data from existing systems and establishing real-time, bi-directional sync with the CRM.
It includes the secure migration of recurring donation schedules and payment tokens, using a safe, validated strategy with backup and rollback plans. Final configurations ensure continuous CRM data flow, error handling, and deduplication. Payment token and ACH migration processes are defined and documented.
Prior to launch, comprehensive testing ensures everything functions as expected.
System testing is performed by the vendor to verify functionality, security, and performance. User Acceptance Testing (UAT) involves real-world use by the nonprofit’s team to validate donor experience and internal workflows.
Integration and security testing (e.g., vulnerability scanning) are performed, along with compatibility checks tied to CRM release cycles.
Effective training ensures the nonprofit’s staff can confidently manage the new platform.
Training is role-specific (admin, donor services, end-users), and should be offered via multiple formats—on-site, off-site, or virtual. Topics range from daily use (forms, comms) to backend admin functions. All sessions are supported by detailed documentation and user guides.
Once testing and training are complete, the platform is deployed for live use.
The post-launch phase focuses on responsive customer support with clearly defined SLAs, including 24/7 coverage for critical issues. The vendor is expected to manage software updates, notifications, and ongoing platform maintenance.
A robust quality assurance process tied to CRM release cycles is critical to maintain integration stability. Uptime guarantees and SLA terms are finalized for long-term success.