Fireside21

House
Approved

Updated April 25, 2018

2 updates


House
Approved

SCORE BREAKDOWN

User Interface

23/25

Cost

20/25

Differentiation

19/25

Effectiveness

22/25

Pros

  • Integrated constituent database
  • One unified platform for ease of use
  • Offers telephone town hall services

Cons

  • Currently no drag and drop process for newsletters
  • Limited in-house control over website design

Fireside21, a civic technology firm, has developed one of the fastest-growing CRM programs used on Capitol Hill. The company offers a variety of other specialty services to members of Congress: website building & management, emailed newsletters, and telephone town halls.

The Fireside21 products

Fireside21 clients can choose between four primary product offerings implemented on one platform. First, the company’s proprietary CRM platform provides Congressional offices with several tools and features that automate and streamline constituent services and case-working activities. Like Leidos Digital Solutions’ Intranet Quorum, Fireside21 CRM attempts to simplify workflows with click reduction and offers manipulation of constituent and stakeholder information.

However, one of Fireside21’s standout features is the integrated constituent database. Users of the company’s other products, like their websites or eNewsletters, can track user behavior, updating the constituent database in real time. Additionally, Fireside 21 has a built-in helpdesk support platform with live chat, ticketed service, success coaching and general support for on-call and or established business hours.

One platform, multiple services

Being one platform with services activated upon a subscription purchase, each service has separate functionality with cross-integrated services.

In particular, the Website builder is a managed content management system where the company controls the presentation and aesthetic layers of the building process. However, users have publishing tools to publish static content (photos, press releases, etc.). Customers in some instances have customization issues with access to CSS and HTML scripts, as well.

Additionally, the eNewsletter platform is not a drag and drop interface but the development of one is coming sometime this year. Fireside, as well, has pre-designed email templates for various purposes.

Onboarding and support

Fireside has created a tool with a digestible user interface compared to competitors, such as Intranet Quorum. While this means less freedom in changing templates and design, it also means a more unified onboarding and support process. For instance, live chat is available during business hours, and there are free weekly training sessions as well as dedicated onboarding managers.

Pricing

House procurement rates start at $1,635 per month per office for the CRM platform and unlimited user licenses. The CRM costs $1,785 per month per office with an added license for the newsletter functionality, in addition to the unlimited user licenses.

Other services from Fireside21, like the Website builder features, are priced separately and are bundled for reduced pricing packages and discounts. TeleTownhalls are priced individually on an event-by-event basis.

The verdict

Every Congressional office deserves a powerful CRM tool. Fireside21 is a strong contender, trading user control for ease of use and reliable technical support.

Regardless, Fireside21’s ecosystem gets the job done. They offer a unified CRM tool to communicate with constituents and retain critical information while providing several other services that integrate with each other.


SCORE BREAKDOWN

User Interface

23/25

Cost

20/25

Differentiation

19/25

Effectiveness

22/25

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