The Situation

One of the largest U.S. blood centers that supplies blood to hundreds of hospitals across the US decided to focus on core competencies and outsource some of their key support areas of the business specifically their call center support and blood donor recruitment.

The Solution

Overtime Dialogue Marketing has developed multiple solutions to address the ever-changing needs of our client. The blood banking industry is highly regulated. Compliance with FDA regulations and HIPPA requirements are key elements of the success of this partnership. Dialgoue Marketing set up a dedicated call center facility in Taylor, Michigan with over 200 stations. Our company handles inbound donor calls and outbound telerecruitment efforts that yield over 10,000 appointments per month!

This partnership is based fully on risk-reward. Dialogue Marketing does not get paid unless the blood donor shows up to the appointment and completes a successful donation. It is in Dialogue's best interest to maintain and constantly enhance the donor experience since more donations will benefit both the client and Dialogue Marketing equally. Most recently our team has rolled out the following technological enhancements and marketing strategies to improve donor recruitment strategy and results:

• DRM Touch: (Donor Relationship Management System), a full CRM solution that manages every aspect of the Donor Recruitment Life Cycle. DRM is now used as an enterprise solution at NYBC with over 400 internal users
• BOSS: Blood Operating System. Designed to manage blood inventories, and demand from hospitals.
• Donor Loyalty Program: This program consists of an online store for donors to visit and earn gifts for donating blood.

The Results

Dialogue Marketing not only maintains an excellent service level and quality standard, but has enhanced the entire support process through our customized solutions. NYBC continues to lead the blood banking industry in units collected. we had hit a record month in donations for our client, Dialogue has been a big part of their success. Dialogue consistently meets weekly donation goals and represents 45% of all donations achieved by our client annually, over 200,000 units per yr.