Sustain

Sustain Review from Sacred Heart

Every time I call I get great customer service. Love the new update! The ease of use is very easy. Customer rep is always so nice and willing to help me in any way.

Great Customer Service Experience

In terms of Alumni Relations the software is geared more toward fundrasing, but with the great level of customer support I have received, it does the job.

Very Small Company, Very Poor Implementation

Again the software itself wasn't that bad, it was the implementation/migration from our previous system that was terrible and the reason we were not successful with Sustain. They set an expectation that we could just send them the SQL database from our previous system and they were experienced enough with that system to take it from there, that they had done this before. That's not at all what happened, the data got only half migrated and it was on me the customer to fill in the holes (though we paid them for implementation services). They had very little in terms of documentation, they had a migration template but didn't give it to me, I had to find it. Very disorganized and immature company, very little documentation, cannot be trusted to move all the data over you need to be successful. Also we had to ask for a new trainer, the first one we got was extremely defensive and gruff, can't believe he's in a customer-facing role, simply does not have the temperament for it.

Donation management

Overall the software provides me with the information I need. Because it is so multi-faceted, attending training is mandatory. Even after my initial training I find myself clicking around to intuitively get, for instance, the report I need. It would behoove new users to make a list of all the ways you plan or foresee using the product and choose the level of training necessary. And take copious notes because you'll need them for tasks that you do only periodically. I'm certain I'm not using it to its fullest capabilities.

Very Intuitive

From the first day Sustain was installed I have found the software easy to use. And the rarity I have encountered a question, great customer service!

Disappointed

We purchased Sustain through Rediker because we were told that it would interact with FinACS. While I am still under the impression that there can be communication, we can't figure out how. Communication only goes one way, and that is a concern because we would be transferring accounting information from Development to Accounting. Not comfortable.

Additionally, there seems to only be one person who can help us understand Sustain, and he is not good at customer service. Every conversation I have had with him has been uncomfortable at best. I am bright and pick up software easily and still always leave my calls with him feeling stupid, and yet doing everything in my power to not call back, just figure it out on my own. I am sure Sustain has more capabilities than I know, but I feel like I need to take an Access class in order to really utilize the program.

The price we paid for the product and the service is outrageous in my opinion and we are almost 2 years in and just barely scraping by with our information. Certainly, I can't find the reports I need and customizing just seems overwhelming. If I had this decision to make over again, I would not choose Sustain. Unfortunately since we've already invested so much, changing just isn't an option at this point.

We were brought in by Rediker, but your relationship with them is tenuous at best. Their customer service, which is fantastic, can't help me with your product. And no one REALLY understands how the programs are supposed to integrate. I would carefully consider that fact when cross selling.

Affordable with some bells...

They're professional, know their stuff, and very helpful!

Wish my predecessor had never purchased this system.

We use the software as a comprehensive donor tracking tool. We have come to learn no other school uses it to the degree we do and it is very evident. There are constant issues with the system and upgrades. Not a fan at all.

Most unreliable software

Seacrest has had more issues with Sustain and although we call for customer support, it typically falls short. We have been told multiple times the problem is on "our end" or with Finalsite or Admin+. We have learned to work around to solve issues on our own. Reporting functions are almost non-existent and when they do work the report is, more times than not, incorrect. Edited information is often reverted back to previous information. General ease of is not user-friendly. The dashboard appears to be from 1970. We are budgeting for replacement software.

Love Sustain

Great Service when I call.

sustain experience

it has been a fairly positive experience.
it would be helpful to have free, regular, short web based training sessions on specific topics (similar to what rediker does for their software)
more documentation, with samples of best practices
some parts are a little clunky and difficult to navigate. perhaps info when hovering (i.e., "use xx for xxx")

Sustain Review

The best thing about the Sustain database system is that it works with the Rediker products so that I can bring the information into my advancement office with little effort. The training is important to learn so you can take advantage of all the options. I find the support is excellent and always get a quick answer and willingness to work with me to find the answer.

Great Software for Fundraisers!

Accessible, intuitive and a bargain. I have worked with the Sustain team for years and you can't beat the hands on customer service.

Why overpay for useless features overpriced technical support?

Review of Sustain

Support staff has been incredible and responsive. They work with us to create the kinds of reports we need. I am not a database expert, but even I can figure out intuitively how to perform most functions.

Overall positive experience

Sustain has overall been a positive experience. Customer support has been prompt and helpful. In running reports or mail merges, there can be an excessive lag, but I think that is because it our system is hosted. My feeling is that if we were running the software locally, there would not be this lag.

Upgrade for us

Sustain was definitely an upgrade for us after years using another good, but basic, student information software system which integrated admissions, development, and contact databases. We have used Sustain with Rediker since the beginning of this academic year, and I am happy with the capabilities of Sustain so far. Pros: (relatively) intuitive, lots of features, good volunteer tracking feature. Cons: clunky at times, training could have been more comprehensive, interface could be updated.

Intuitive and effective for any budget

I have been using Sustain for several years now. We were never able to afford proper ongoing training so it's got to be pretty good if I've figured out how to use the basics! There are still functions that I don't know how to use but it works for tracking our donors and members and kicking out letters easily. The reports are useful and I like that it is a Maine born company. If I get really desperate, I know that I can email customer support and they will get right back to me.

I am a happy customer!

I have been using Sustain for eight years and I have found Sustain to be a very user friendly software for the most part. The customer services is EXCELLENT! Anytime I have a question or a problem, the support staff is very prompt and helpful. I love that the Sustain team is always looking for ways to integrate functions (such as wealth engine) to make it a one stop shop as much as possible. I would recommend this software to any non-profit.

Development Director

Sustain is one of the most user friendly fundraising programs I've ever worked this. I enjoy working in this program and if I ever run into a snag, Sustain customer service is available to help work through it. I would definitely recommend this company and software to anyone looking for a new program to track donor information.

Tampa Catholic High School

We have been very pleased with the product and the support offered. As with any software, as we use it we find features and functionality that we would like to see added. They have been very responsive to our suggestions.

Sustain review

Really would like written procedures on how to use features. There are many that I don't know how to use. Excellent value for cost.