Name: Product Update Briefing - Payment Services (APAC)
Uploaded: 2025-05-07T02:16:09.336Z
Duration: 1 h 4 s
Description: Product Update Briefing - Payment Services (APAC)

Transcript for "Product Update Briefing - Payment Services (APAC)": You work hard to inspire generosity. Your donation forms need to work just as hard. With Blackbaud, every aspect of the donation experience is designed to help you raise more, save more, and enable you to do more. From the moment a potential donor reaches your form, giving is easy and generosity grows. Your supporters can use their preferred payment method from credit and debit cards to mobile payments and digital wallets, whether they're online or in person. We make it simple to choose recurring giving to give you a steady, predictable source of continued funding. Once your donors opt in, the credit card updater monitors and automatically updates card expiry dates in real time, leading to fewer decline transactions and ensuring continuous uninterrupted support. You can ensure even more goes to your mission by providing your donors the option to cover processing fees. With Blackbaud's unique complete cover option, you're paying 0% transaction fees, and 100% of the donation goes directly to your cause even if your donor doesn't choose to cover the fees. Behind the scenes, we've seamlessly integrated payments within Blackbaud software to streamline reconciliation and reduce administrative tasks. You'll spend less time and have more transparency. Plus with our payments API, you can easily connect to other fundraising tech you are currently using, saving you from having multiple processors to reconcile. Our advanced fraud protection helps keep you secure, minimizing fraudulent transactions. Activation of forms is free and easy to set up. What are you waiting for? Raise more, save more, and do more than ever with Blackbaud. Good afternoon or good morning, and thank you so much for joining us today. Welcome to the Blackbaud Integrated Payments product update briefing for May of twenty twenty five. And today, we're super excited. What you're gonna see is not just a tweak, but we're gonna share some exciting news and some new capabilities. They're gonna help transform and power up how your organization raises more, saves more, and you can sleep better with Blackbaud integrated payments. But before we get to all of the fun stuff, we I'm I wanted to share that. I'm happy to be joined today by, Jerry mister Jerry Needel, our VP of fintech and innovation. A couple of, folks you may already have met, Jake Gaston, a senior product manager out of Kansas City, Missouri. Mina Mistry, principal product manager out of Charleston, South Carolina. And we are excited to be here with you today. But to help build the anticipation, have to go through the standard safe harbor statement. So this presentation contains some forward looking statements that involve inherent risks, uncertainties, and assumptions. It outlines Blackbaud's current plans and general product direction as of the date that this presentation was created. The functionality described in this presentation that is not currently available is subject to change at any time without notice and at Blackbaud's sole discretion. It doesn't represent a commitment to develop or release specific features within the time frame discussed according to the presented design or at all. So for those of you that are considering Blackbaud integrated payments as your solution, please make your purchase decision based on the number of high quality impactful features and capabilities and functionalities that are already available therein. In addition, to make sure that you have the most optimal webinar experience, here's some tips and tricks. One, if you're having some connection issues, step number one is to try refreshing your browser as that typically solves most issues. The good news is that you will receive a link to the webinar recording via email. And you can also check on the resources tab that's on the right side of your screen for links and documents that you can that will be referenced during the presentation. And last but not least and very important, we do have some experts on the line to answer your questions as quickly as possible. So simply click the q and a tab on the right and we'll do our best to answer them during the presentation or circle back with you after the presentation is over. So without further ado, let's dive in. Alright. Thank you, John. Hi, everyone. I'm Jerry Needel. Super excited to be here. Today, we are introducing the next evolution in how we help the social good sector thrive, Blackbaud Integrated Payments. And while none of the goodness that you know and love with PBMS is going away, this isn't just a new name. It's a bold step forward in our mission to simplify payments and supercharge impact. With Blackbaud Integrated Payments, organizations can raise more, save more, and sleep better knowing their payments are secure, optimized, and built to work seamlessly across Blackbaud solutions, and will now be available more places than ever before. And this is the truly exciting part. It's no longer just a Blackbaud only story. Whether customers are fundraising on a Blackbaud platform or using a partner solution, we're there. This is an integrated payment solution on our customers' terms, more flexible, more connected, and more powerful than ever before. And this is all made possible with our Sky payments API. We'll see some examples today of customers who benefit from consolidating their payments through a single merchant services account. It's easy, quick to get started, and opens more channels and and most importantly, gives your back office the gift of simplicity. Here's just one example of a new integration that you can start easily using today. Our partner, Givebee, enables your supporters to text to give. This can be used during events and campaigns or any other type of fundraising drive. We know donors like a simple mobile payment experience to process the payment. Not only will this help you consolidate your payment processing with Blackbaud integrated payments, but additionally, Giveby has built a r e n x t integration that records each payment on the donor's constituent record along with fields such as the appeal, campaign, or fund. So you're getting a fully embedded, fully connected experience with this partner application. With Blackbaud Integrating Payments, you can now see a growing number of integrations built by other software platforms partnering with Blackbaud. There are applications here that will help you with telephones, memberships, face to face fundraising, alumni engagement, school programs, ticketing, and more. You can access the marketplace from the product switcher in the top left menu, so I highly encourage you to go and check it out and see what's available. If you don't see what you're looking for, let us know, and you can post that right here in the in the q and a if you have an application that you'd like us to explore, processing payments with through our integrated payment solution. And if you're an existing ISV partner or a prospective partner interested in learning more about integrating your solution with Blackbaud integrated payments and being featured in the marketplace, just drop a note in the q and a. And, of course, we power and are deeply integrated with many Blackbaud products, giving you a single platform for both payments and fundraising and more. An integrated payment supports transactions across the globe. You can create an integrated payments account and receive funds when you have a formal presence in The US, Canada, UK, EU, Australia, and New Zealand. As for your supporters, they can pay from anywhere in the world in the currency you have set up. And it's true that payments payment processing is a very complex space. It's always evolving with new technologies, different faster payment methods, rules and regulations, and a multitude of roles from banks to acquirers and card networks behind the scenes. As a social good organization, how do you keep up when you need to focus on your goals and what's important to your organization? Integrated payment specializes in serving unique payment needs of our customers in the social good and nonprofit industry. We know you have important things to focus on, so we provide a platform that's designed for you. We handle payments using cards, direct debits, digital wallets, in person, online, or mobile. We cover it all in a secure, cost effective platform. While most other payment service providers are built to serve a wide range of industries from retail shopping, bill payments, or other, consumer services, Blackbaud integrated payments is built for you and focused purely on nonprofits and social good. This means we really get to know you, your challenges, and your goals, and can go deeper on the payments needs you care most about to help you drive revenue and savings at your organization. That's awesome. Thank you so much, Jerry. Very exciting. So now, not only do you get all the goodness of Blackbaud merchant services, but we now have more opportunities and more avenues for your organization to raise more, which is one of our key tenants. And so we focus on enabling your organization to raise more, save more and sleep better. But diving in on the raise more perspective, a lot of organizations, a key strategy for their success and their growth is through online payments and optimizing those payments. And your organization wants to raise the most money possible for health care, schools, a better environment, a stronger community, and much much more. And we see all the work that goes into fundraising, attracting new donors, acquiring new recurring gifts, retaining those donors. And at the same time, for those for those experiences, when a donor walks through, you wanna ensure that you deliver that top tier, very simple, clear and intuitive experience when making a payment in online, rather than having them call you with questions about issues they've encountered or how they can make a payment. And so to help you raise more, we're offering optimized payment experiences to ensure that your donors journey throughout the entire giving experience is as seamless and as smooth as possible. And we use AI to boost optimization rates for those payments. We also help you meet the expectations of your don donors and supporters by providing the payment methods that they prefer to use. And while we also provide solutions that help you to receive those payments across a wide range of use cases from online, in person events, and now with integrated payments to a number of additional partners that will help you address the use cases or open new ones that are a good fit for for your organization. We also know that raising more a big part of raising more means and involves saving more, both in terms of your time and your money. You wanna keep your costs down so that more money can be used where it's needed most, for your programs and driving impact. You want a system that gives you the data you need at the right time and in the right format. And you don't need additional overhead to manage. You don't have the time or the staff to dedicate hours and hours for doing things that could be automated. Just dealing with expired credit cards, for example, this impacts your revenue. But also reaching out to every single donor is just not feasible and not always effective. So you need a time saving solution for that. So we help you save more by offering ways to lower your processing costs by as much as possible or even eliminating it with our complete cover option. Blackbaud integrated payments is also natively intertwined with your Blackbaud products so that you don't have to reenter data. And we ensure that all of your back office workflows, like disbursements and reporting, are easy and intuitive for your staff. And finally, sleeping better. Who couldn't use a little bit better sleep? But we want you to be able to sleep better at night with zero worries around the security of your payment processing. Fraud is a very real and unfortunately, it's a present danger to anyone doing business online. And sometimes, nonprofits and the social good sector make easy targets, especially as it comes to card testing. The impact of fraud can be significant. Studies have shown that the actual cost of fraud is three to four times greater than the attack itself. And this is because of the time and money spent restoring trust with your supporters, restoring trust with your staff, revisiting security policies and managing communications that have to go out if you've been compromised. And we don't ever want you to have to send that type of email to your supporters. So we have a dedicated global team focused on anti money laundering and transaction monitoring twenty four seven, three hundred sixty five days per year. And we and we keep keep to it and we keep ahead of the curve to anticipate and enable your organization to be on top of any sort of compliance shifts so that we can share the things you need to know and take care of many of your compliance requirements behind the scenes. Alright. So with that foundation laid, next up, we'll share some recent updates that have that we've made with Blackbaud Integrated Payments. Jake, over to you. Awesome. Thanks, John. So we just hit on the high high level value of Blackbaud Integrated Payments, and now we'll talk through what's new, feed through our key themes of raise more, save more, and sleep better. So first, we'll start with what we're doing to help you raise more. First off, we have an exciting update for sustainer programs. Our checkout experience can now support recurring payments using Apple Pay and Google Pay. Offering recurring walls for social good organizations is a game changer and sustaining donor support and maximizing impact. As part of our donor surveys, we saw that 80% of donors prefer to pay with digital wallets. Options like Apple Pay, Google Pay, and PayPal simplify the payment process and align with how people are already managing everyday transactions. While it streamline the donor experience, reduced friction, and from our processing data, we see increased conversion rates by up to 10% compared to standard card not present. Overall, wallets enable a faster secure donation process, and for our analytics, often reduce payment completion time by up to 50% or more. So when you offer wallets, you're meeting donor preferences, enhancing the likelihood of regular contributions, ensuring quicker, seamless payments that sustain your critical missions. And with wallets on the brain, I would be remiss not to mention that our optimized donation form has recurring wallets available as part of our cohesive payment experience that is woven directly into our most performant donation form. This donation form is now available for Blackbaud Pacific customers using RNXT and CRM. And in addition to including WALTs, our payment experience was built off learnings from our constant optimization and AB testing happening all across our other Blackbaud payment enabled solutions. In keeping with that theme of optimization, this donation form will benefit directly from ongoing AB testing that will ensure the optimized form can help you raise more. And lastly, for this donation form, we use modern payment architecture. So this eliminates the need for payment capture downtime during Blackbaud payments releases, allowing for round the clock giving for your supporters. Alright. And finally, so we touched on the fact that our checkout is built on AB tested best practices. I wanna highlight the whole gamut of what that means for our continuous payment optimization strategies. So we're gonna focus on three key areas. First is gonna be AB testing experimentation, targeting conversion improvements, and then platform level optimizations. So these efforts are crucial to ensure we maximize payment acceptance rates and enhance the overall supporter experience. So first off, AB testing is a powerful tool we use to identify the most effective payment processes. By running control experiments, we can compare different versions of our payment pages and processes to see what's what performs best. This method allows us to optimize user experiences by testing different layouts, messaging, and payment options, where we can then determine what resonates best with supporters. Overall, AV testing provides concrete data that guides our efforts, ensuring that we make informed decisions that actually drive results. Beyond our AB testing, we also heavily work towards a holistic conversion improvement across all our checkout solutions. So let's focus on specific areas where we can enhance the payment process to boost conversion rates. This includes offering localized payment options that are popular and trusted in specific regions so we can cater to local preferences and see increased conversion rates. Additionally, we streamline checkout processes by reducing the steps required to complete a payment and reduce abandonment while enhancing supporter satisfaction. And finally, let's dive into the platform level side. So this is critical for improving payment acceptance rates and authorization rates. Some of us have experienced the frustration of a part being declined for no apparent reason only to work on a different site. This This is where our continuous optimization efforts come into play. Blackbaud integrated payments processes a wide variety of payments, including online, in person, back office, and recurring gifts. We've developed system of continuous optimization to maximize acceptance rates for all payments, ensuring that as many funds as possible are captured for the benefit of social good organizations. One exam one example of how we produce acceptance rates is by using network tokens. These tokens are unique to the card network and replace raw card numbers resulting in more successful transactions. We request request the creation of these tokens on your behalf. We see an increasing number of payments using network tokens behind the scenes. And when combined with Blackbaud's first class recurring engine, this leads to dramatically improved authorization rates. Additionally, we focus on authorization optimization, which involves refining how payment requests are transmitted across card networks and implementing real time retries based on machine learning. This can include adjusting the timing or elements of the message format used to send payment requests resulting in higher acceptance rates. And finally, a recent experiment we conducted involved address verification settings. Our analysis found that setting the address ver address verification setting to the lowest setting actually improves authorization rates without increasing fraud or chargebacks. This needs to be balanced with other fraud measures, so we only allow this if we know where the payment is coming from against and assess its overall risk. So in conclusion, our continuous payment optimization strategies including AB testing, targeted conversion improvements, and platform level optimizations are essential for maximizing payment acceptance rates and enhancing the supporter experience. By staying vigilant and making data driven adjustments, we ensure that our payment processes are as efficient and effective as possible. So we just discussed how we're helping you to raise more. Next, we'll dive into how we're helping you save more. Alright. First off, AI is exciting, and tech and technological breakthroughs with AI have the potential to transform the way we work. But navigating tech frontiers is a serious responsibility, and we are committed to harnessing the new power of AI innovations in a way that is responsible and ensures a social social impact community benefits from accessible and powerful AI driven capabilities. Blackbaud integrated payments has taken its first step in this journey by bringing the data you want exactly as you want directly directly to your fingertips. We're excited to announce that we are implementing Blackbaud as part of Blackbaud. This advancement will enable more in-depth and quicker transaction analysis by helping to create transaction reports using natural language search and suggested data views. We're currently testing this with a limited release to a handful of customers, so stay tuned to our what's new for more details on when it will be generally available. And sticking in the reporting world, we've talked about credit card updater or CCU quite a bit in the past. But just a quick reminder that it is an automated process that updates both recurring and real time payments with the latest card information. These automatic updates reduce disruptions in recurring gifts and have updated over 5,000,000 cards for donors and resulted in hundreds of millions of dollars being recovered in real time as the transaction is being processed. So with that quick refresher, given a site exciting new addition to our reporting where you can now target outreach to donors in cases where cards cannot be updated automatically. The CCU service relies on banks and issuers to be enrolled in an updater program. There are some cases where we find cards can't actually be updated. In the past, these cards just appeared as not updated, but it wasn't clear whether this was because there's no new card number or the card wasn't enrolled. Now the CCU report will show cards that were explicitly not updated by the service because the card is not eligible for those updates. You will see a card not updated contact payer message in the report. And this doesn't happen often, but when it does, you will now be able to reach out to the donor directly and get the updated payment information. Alright. So now we've covered raise more and save more. We'll wrap up with what we're doing to help you sleep better. Alright. PCI, everyone's favorite. So the payment card industry, your PCI, has data security standards that are set. There are set of requirements instituted by the PCI Security Standards Council. So this council is made up of major card brands including Visa, Mastercard, American Express, and more. It was created to enhance data data card security. All organizations, including Blackbaud and your organization that process, store, and transmit payment card data must comply with PCI requirements or face compliance risk that could result in blocked payment processing. These standards are intended to protect cardholder data from breaches and fraud, and they also protect banks and card networks from the increasing cost of that fraud. In our sector, you typically don't see people stealing credit card data and making donations for social good. However, organizations in our sector can be an attractive target for fraudsters in two main ways. First is running card tests, where they'll purchase credit card numbers off the dark web and create a script to run those cards through an online checkout. They go to charities and social good organizations because most folks won't see a small dollar transaction on their card. There's typically no goods or services being shipped as part of that transaction. So it's a very easy way for them to validate which of stolen cards are legitimate and can be used elsewhere for fraudulent purchases. The second type of attack we see in our sector is card skimming. This refers to malware that records credit card numbers as they are being entered on your online forms. Sometimes bad actors will add malicious code as part of seemingly innocent third party libraries or browser add ons, which then secretly steals card numbers that can be used for fraudulent purposes. So given these increased attack vectors, that's where the PCI Council has stepped in to help add some additional safeguards, not only to protect protect you and cardholders, but also your brand. Some examples of the changes include tamper resistant fields where card numbers are entered and stricter rules around scripts that can actually run on your web pages. These new standards took effect in early twenty twenty five, with over 50 new requirements in PCI version four. And our Blackbaud checkout solution addresses all these new requirements that secure where and how payment card data is captured through online payments. You should still assess your PCI exposure across your organization. And as a helpful starting point, we released a blog post at that link there, to help you get started. So now that we've covered what's new and ongoing, we'll kick it over to Mina to talk about what's coming soon. Great. Thank you very much, Jake, and hi to everybody. We are gonna move on now and into our next section. We're gonna talk about what's coming soon with Blackbaud integrated payments and highlight some of the key upcoming features, coming soon to help you raise more. And happy to share, first up, that we are working on bringing Amazon Pay to check out for additional digital wallet options for your supporters. With Amazon Pay, as you all know, this is a very well known and trusted brand that will allow people to pay with their existing Amazon accounts. And when you have brands like this on your website, it can help reduce the abandonment and increase your conversion rates. Similar to other digital wallets that we support today, it also speeds up the checkout process and because people are not entering their payment details. And Jake shared a lot of really great stats earlier on today around digital wallets. And so we look forward to bringing this to you all through checkout. Look out for more information on this, in our next product update briefing. And next up, as a global service, we focus on bringing more payment methods for international currencies. And here, we want to talk to you about direct debit. As you all know, direct debit is the preferred payment method, in these specific countries for sustaining gifts. So really important for our customers who want to grow their recurring giving programs. We're working on being able to offer these features, starting this year in Canada and then Australia and The UK. Let's talk about Canadian direct debit, which is coming up first. As I mentioned, the Canadian direct debit support is gonna be coming up in Blackbaud's online giving forms this year. This feature adds Canadian direct debit to check to the new checkout experience that we've, delivered. And with direct debit, the goal that we're trying to achieve is reducing the manual work. So by providing some automation here, we're eliminating a lot of the manual steps in sending and receiving files from the bank, matching those up to gift records. And many organizations we've talked to also have to get approvals from senior leaders every time they want to send a file to their bank. So every time recurring payments are due, typically monthly. So using this new feature, we're not only saving time, in all, you know, processing, all your processing will be consolidated along with your credit card volume, but, you know, saving a lot of time as well in all the steps that it takes to process all these recurring, payments every month. If you have any questions on using Canadian Direct Debit in our applications, just feel free to reach out to us here today. Also join the product update briefing online giving to learn more there. And, also, if you are, an Australian or a UK customer and want to learn more about Direct Debit for those regions, we're also available right now to help answer any questions that you have. So please just use the q and a, to reach out. Let's talk about payment integrations now with software platforms. And, Jerry kicked us off today, talked about Blackbaud integrated payments and the Sky payments API, and where you can take your existing merchant account with Blackbaud and plug it into any other software that you use to process payments today, such as telethons, giving day campaigns, auctions, etcetera. Here are just a a small, hand panel of customers who've already simplified their payment processing and all of the back office reconciliation by just using one merchant account with Blackbaud. And we have some exciting new features coming soon to our Sky payments API. We've seen and heard a lot today about the new modern checkout experience that's now available through online giving, And I'm really happy to share that we're also working on making this new checkout available through our Sky payments API. This is gonna mean an enhancement to the existing checkout that we have available today with access to both onetime and recurring Apple Pay and Google Pay transactions, access to donor cover, and the international direct debit payment methods we've just talked about. So the, Australia, UK, Canada direct debit, all available for use in other software platforms that you use today. Also, as shown on this slide, we have flexibility in terms of how this checkout, can be used. So we've we've got a model version, and we've got an inline or an embedded version that can be, added to your web pages. So you can really have more control over the types of user experiences that you want to build, in our applications. So if you're interested in becoming an early adopter of the new checkout in the payments API later this year or if you just have some ideas around, you know, using your Blackbaud Merchant Services account with other applications I want to explore that. Just, post any questions you have in the chat, and, we'll we'll answer them or we'll be in touch. And related to that, actually, BBDEV days is a tech conference that we hold in June, and it's a really wonderful opportunity to learn more about how to extend your Blackbaud solutions. It's not just for technical teams either. You can everyone can come. It's really a good opportunity to learn about automation. You can hear from other customers about what they find valuable. And we have several sessions during this conference related to payment services. You can see more examples of already existing integrations with Blackbaud Integrated Payments with our ISV partners. We'll also have a session dedicated to the give the text to give example that Jerry mentioned earlier. We'll also have we will also have more technical sessions, more hands on that will dive into the new checkout experience. And if you're a developer, you can see kind of how that will work behind the scenes to hook that up in your applications using the API. So a great conference. It gets larger every year. It's very popular, so please go ahead and register to attend. The sessions will be recorded so that you can catch up in your own time zone and, you don't miss out. Alright. So to, wrap us up here, we want to leave you with a helpful recap of some of the things that we've talked about today and some actionable tips to help you go back and apply some of these updates, share them, and discuss them with your colleagues. And first up, as we saw in the data, digital wallets now just a really vital part of any checkout experience for those quick and easy payments. So, you know, feel free to reach out to us if you have any questions about how to set up and link PayPal accounts or set up Apple Pay. These should be on your donation forms, and they are secure, trusted transactions, and donors really love to use them. Next, save on processing fees with complete cover and donor cover through checkout. Reminder that these, fee saving options also apply on all recurring payments too, so savings can be really substantial. And then we talked about Blackbaud integrated payments. You have the ability to simplify your payments using Blackbaud for all of your payment processing needs. You can get all the benefits of the stronger sustained giving, optimized authorization rates, and spread that all across the different areas where you, take payments today. So browse the marketplace, think about applications you use today, and how you may be able to simplify your back office. And finally, with additional details now in the credit card update report, we now know when to reach out to donors and reengage with them and prevent any loss of recurring gift revenue, in your programs. Shout out here to our discovery database. We always want to learn from you directly, and we really appreciate all the time that you've given us already to share your experience and your feedback. This is a great way if you sign up here to raise your hand, express your interest in learning more, being involved in our early adopter programs, etcetera. So, feel free to go to this link and, register. And that's a wrap for today. Thank you to everybody for attending. We appreciate all your time and attention. There is a survey that is gonna be posted, so it'll take about thirty seconds to fill out. We would love to see your feedback, and thank you again for joining us.