My company is adding business rules around plans vs. CSIs and I had a question around what you think are best practices for this specific example.
I had a donor call and ask for her tax acknowledgement letter for her ticket donations in 2021. We took a look at her account, did not see any, but saw them in 2020. We let her know this and she remembered that she was confusing 2020 and 2021.
We wanted to record this exchange and are wondering where it is best to put this. Even though it is a touchpoint related to her giving, I do not believe making this a plan step is best place, since this technically does not affect her current plan in any way. I believe that marking it in customer service note makes much more sense since she was just asking for a receipt and nothing about her current donations. What do you think makes the most sense??
We record all touchpoints with donors in their current year Plan. That is, because you spoke with the donor today during FY22, we would enter a Plan Step in their FY22 Plan. This way it's easy for gift officers to see a complete picture of our contact with the donor. However, our organization also keeps CSI use almost exclusively to the Box Office, which I recognize is likely not how many organizations function.