OpenMoves

What evidence can you share that demonstrates the impact of the engagement?

We’re a small, niche organization, with most of our donors coming from the progressive wing of the Jewish community. We know whom to look for when targeting our donors, and in which communities, so we use Google Ads as a backup and to get extra donations.

We’re very happy with OpenMoves, and our webmaster is also impressed by their work. This was my first time working on this kind of project, so I don’t have a lot to compare them to, but our webmaster is pleased with the quality of OpenMoves’ services.

Though our biggest donations don’t come as a result of Google Ads, we do get smaller donations because of it. We show up for keywords if people search for things related to our nonprofit, and even if they only donate $10, it’s great for us.  

How did OpenMoves perform from a project management standpoint?

We do have deadlines, but we’re a small organization, and most of what we do goes pretty smoothly, especially when it comes to the email aspect. Once we installed the OpenMoves software, and once our staff learned how to integrate it with Salesforce, there wasn’t a lot that we needed to do. When I was coming up to speed in the beginning, Amy was very attentive and accommodating. She’d get on a Zoom or Skype call with me, and she answered emails very fast.

As an example, one of our websites’ certificates expired last week, so I emailed OpenMoves about it, and the website was back online within the hour. That’s the kind of interaction I have with them. I never have to wait for them to deliver or remind them about a deadline. I just send them an email, and the problem’s usually solved by the end of the day. 

What did you find most impressive about them?

It’s the level of customer service that stands out. We’re working with a few other providers, and OpenMoves is just very responsive in comparison. Whenever we have a problem, we can email or call them, and they’ll solve it. Though we’re a small nonprofit, they give us the same amount of attention and care as a big client.

I’ve been working with them for three years now and I do like to know the people I’m working with. It’s nice that we’ve gotten to know each other a little bit, even though we’ve never actually met. It’s good to work with a provider that has this kind of personal touch. If I ever have an issue, I know I can give someone at OpenMoves a call and get their help. I’ve been waiting for a call from another provider for a few days, and this isn’t something that’s happened with OpenMoves.

Are there any areas they could improve?

Though the interface for building emails could be a little friendlier, they’re always willing to help and I never have to struggle.  

Do you have any advice for future clients of theirs?

Clients should know what their goals are so that OpenMoves can really tailor its products based on those needs. This way, we can make sure that we’re not overpaying and that we’re not getting a service that we don’t need. For us, the integration with Salesforce was a big deal because we had our entire database there, and it also was a new system for us at the time. We adopted Salesforce and OpenMoves as one package.

What evidence can you share that demonstrates the impact of the engagement?

We closely monitor cost per lead, cost per appointment booked, and more cost-centric metrics. Our team also dives into engagement metrics on our ads. We have a very robust set of data that we’re going through each week alongside their team.

They closely track our spend, making sure that it’s allocated appropriately across paid search and social. Their team has made some meaningful adjustments to bring down our cost per opportunity over the last fiscal year. It’s been reduced by over 50% year over year.  

How did OpenMoves perform from a project management standpoint?

They’re hands-on and extremely attentive, especially during our weekly performance metrics calls. Our account manager is available to us at all hours of the day, and there’s constant communication between us. They’re quick to respond to requests for changes and approach us with ideas, making the relationship bi-lateral.

I’ve never had an issue with deadlines. When we leave our weakly meeting with takeaways, they’re always following up on those action items throughout the week. 

What did you find most impressive about them?

They’ve learned our business and its key target audience groups, allowing them to propose helpful strategies. Their recommendations really move the needle. Our industry isn’t that straightforward, so I’ve been continually impressed by their level of expertise and willingness to form a genuine partnership.

We regularly have meaningful conversations about strategy. I see our relationship as a true partnership rather than an outsourced engagement. We’re always confident that our budget is in good hands with them.

Are there any areas they could improve?

I can’t think of anything. They’re the longest-running business partner my side of the company has engaged with. The fact that we’ve stuck with them for so long is an indicator of our strong partnership. 

Do you have any advice for potential customers?

Be upfront with your goals and the metrics that you want to be reviewing. We change how our weekly meeting is managed constantly to ensure it’s most effective for the group.

They’re always up for changes, so the sky’s the limit. The team will come to the table with recommendations, ready to support you. I’d suggest that you view them as a partner because we found that mindset to be beneficial.