Sustain Software

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?

Pros

Logical interface, customer support, easy to use and train others

Cons

A little cumbersome with Macs

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.

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.

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.

Pros

The ease of use. The new update is easier to add attributes in and user to see what they donated without clicking a lot. i also like in the reports you do not have to get out of them and reenter to pull another report.

Cons

I would like to learn more about cleaning up the software. The previous Development Director entered several of the same address in different ways which makes a lot of extra addresses and sends several copies of things to the same address. I have ran reports and cleaned up a lot of the database but it still needs cleaning.

Advice to Others

No

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!

Pros

Very intuitive.

Cons

No user manual.

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.

Pros

Ease of use

Cons

Very geared to fundrasing and less geared toward Alumni Relations. Fundrasing is possible because of Alunmni so the software should be more robust for keeping track of alumni.

Advice to Others

Build in Entry date and Leave date for alumni.

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.

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.

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.

Pros

not sure

Cons

ease of access to information

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.

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.

Pros

It's relational. Can record a number of characteristics about each record.

Cons

Unable to generate letters with exactly the write salutation and return address name.

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.

Pros

nothing

Cons

everything, especially reliability and reporting

Advice to Others

I would not recommend this software to any other institution.

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.

Cons

No written procedures.

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")

Pros

integration to school MIS system

Cons

lack of documentation, perhaps too many options. if the software is truly for schools then it might not need to be quite as robust

Advice to Others

an excel wizard export of all fields that is highly cutomizable.

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.

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.

Advice to Others

Don't purchase it.

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.

Pros

How intuitive it is. Tracks most all important data we need. Team works with us to add new functionalities to improve it. I love that I can access it from home if I need to.

Cons

The Platform of Ericom that we use to connect is sometimes not consistent, but I don't think this is Sustain's fault.

Advice to Others

Continue working with us to improve functionality.

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.