Donor Recruitment

The Situation-
The New York Blood Center is the second largest Blood Center in the US, after the American Red Cross. Their efforts supply blood to hundreds of hospitals across the US. In 1999 NYBC decided to focus on core competencies and outsource some of their key support areas of the business. Call Center support and Donor recruitment was outsourced to Dialogue Marketing since that time. For over 7 years DMI has provided all aspects of Donor Recruitment support and marketing to NYBC helping them grow their donor base and improve overall performance.

The Solution-
Overtime DMI 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. DMI set up a dedicate 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 Donor shows up to the appointment and completes a successful donation. It is in DMI’s best interest to maintain and constantly enhance the donor experience since more donations will benefit the NYBC and DMI equally. Most recently DMI 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. March of 2007 was a record month in donations for NYBC, DMI has been a big part of their success. DMI consistently meets weekly donation goals. DMI represents 45% of all donations achieved by NYBC annually, over 200,000 units per yr.