Gold Key Service Module

An integrated customer service tool to streamline problem resolution, enhance your relationship with your donors and retain valuable information.

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Enhance Your Relationship with Your Donors

• Gold Key Service forms give donors and volunteers a quick way to send requests and questions to the appropriate station staff.
• Links to the Gold Key Service forms can be added to web pages, web and volunteer pledge-entry forms created by the Web Membership Module as well as pledge confirmation pages and emails.
• Station staff are alerted to customer service needs in the pledge verification screen of the Web Membership Module, allowing many requests to be fulfilled before the pledge is transferred to the database.
• Prompt responses to donor requests builds a stronger relationship.

Streamline Problem Resolution

• Requests entered by donors, staff and volunteers are compiled in an issue resolution bin in the Gold Key Service Module.
• A one-line summary of each "issue" is listed on a searchable table.
• Each issue record can be opened from the search screen.
• The record displays a full history of the issue including dates, source and user IDs.
• Notes can be added to the record to help track progress of the resolution process.
• The issue can be linked to:
  • a transaction ID
  • a pledge
  • an account record
  • a payment
• Issues entered from pledge confirmation pages or confirmation emails are automatically linked to the pledge in the donor's account.
• Calculates volume of problems and requests still needing resolution.
• User-defined issue types let you categorize and organize issue records.
• Sorts issue record list by category to help you prioritize and spot trends.

Retains Valuable Information

• Stores all dates, sources, user IDs, notes and links in the Gold Key Service Module even after the issue has been marked as resolved.
• Displays the same data in the account record for future reference.
• Calculates statistics for any date range so that you can analyze performance, identify problem areas and plan for the future.