Non-Commercial Stakeholder Group (NCSG) had a clear expectation of the type of support they needed when they approached Wanna Pixel. Their website/CiviCRM system is critical to their operations as they work to represent the interests and concerns of noncommercial registrants and noncommercial Internet users of generic Top-Level Domains (gTLDs). Through this representation, nonprofit services and public interest software are given a voice in ICANN.
Wanna Pixel has been working with NCSG to improve the efficiency of their membership application and review process, as well as providing better options for email follow-up.
Just a few months into their new support relationship with our team, we invited NCSG’s 2018 Chair Farzaneh Badiei to share some of her thoughts about their experience so far.
What does support mean to you?
“My perspective on support was to find a company that was responsive and creative,” Badiei says. “In the past, almost every time we talked with technical people we faced this barrier that they do not come up with creative solutions. We would ask them, ‘Can we do this?’ and they would say, ‘No, not with this.’ That was really frustrating.
“Support for us is really more than just resolving issues during a crisis. It’s about being creative and responsive to our needs. We came to you during a really problematic period of time, and you gave us solutions.”
What factors helped make your decision when looking for support?
“For NGOs and groups like us, diversity is really important,” Badiei continues. “To be honest, I was in such a hurry to get our agreement signed that I didn’t look into how diverse you were. I just really liked your approach and how you tried to understand our issues without any type of consultation fee in the very beginning. I really wanted us to work together. When I went to the executive committee to have them approve it, I realized I didn’t have the budget. Then others got involved in the decision making. They didn’t know if Wanna Pixel was diverse. I went on your website and right there ‘diversity is our strength!’ This was huge for our team.
“The fact that you have so many women and are a diverse group of people, especially in technology, is really important. That said a lot.”
Where do you feel like NCSG is on the technology spectrum?
“I really like the flexibility of Wanna Pixel for coming up with solutions and telling us we can do it this way, or we can do it that way. You took the time to understand what we do and what our group is about much more than other companies I’ve worked with. It’s not just about the technical things. You want to have a holistic approach to what we do.
“Honestly, I thought CiviCRM was a terrible terrible platform. We thought that this is not going to work. But, we now know that this was just because of the support we were previously getting. A lot of the things we were asking, like connecting mailing lists or changing a layout, or sending updates to our members automatically . . . we thought that would take a long time to figure out. Now it’s much easier. It’s not only because you are good at the technical things; it’s because you know our bigger strategy.”
How has your team benefited?
“I am accountable to our members and our groups and provide regular updates,” Badiei says. “The fact that you provide monthly reports of what has been done, what has not been done, and what costs more has provided much more transparency into how we work and how we spend our money. When I share these reports with my team, they know that you are doing all these tasks and reporting on it. That really makes me look more accountable and that we’re not just wasting our money.
“You’ve also been really flexible in our relationship. I especially appreciated how flexible your team was during our discovery process, when you realized we had budgeted too much and turned some of that into general development support. That is honest business.”
Satisfied with your CiviCRM support?
Drop us a note to learn more about our CiviCRM support offerings.
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