Case Study #1: DAY FOR NIGHT
The Challenge
Clara Maas Health System, like so many hospitals, recognized the importance of implementing Message- On-Hold service to improve communications with its public. But, they also wanted to serve the internal needs of the facility’s medical community. Clara Maas Health System asked HOLDCOM if it would be possible to provide Message-On-Hold information to outside callers between the hours of 6AM and Midnight, when the switchboard was most busy, and then play a music-only version of the program from Midnight to 6AM for doctors and staff.
The Solution
HOLDCOM applied the dual-program feature in one of its Remote Load Digital Announcers to satisfy this requirement, by programming the system to alternate between the two different programs on a daily schedule. Now, callers can be educated and informed about health issues during the day, and doctors and nurses can enjoy stress-relieving music during the wee hours of the morning.
Case Study #2: DRILLING DOWN
The Challenge
Smart Practice, a leading catalog company for the dental industry, wished to offer a Message-On-Hold product that would suit their customer profile. They knew there would be interest among dentists in using the music on hold feature of their phone system to communicate with their callers on hold. However, they knew that the price would be critical, especially for dentists with small practices. They also felt that many dentists with busy practices would not be inclined to invest a great deal of time in program development.
The Solution
Working with dental experts, HOLDCOM developed and produced a four volume pre-packaged Message- On-Hold Library that contained many of the most popular and current topics that would be of interest to dental patients. This Message-On-Hold Library educates patients and promotes dental services, while encouraging referrals. Originally, this library was private labeled under the Smart Practice label but is now available to HOLDCOM customers directly as part of its Patients-On-Hold Library series.
Case Study #3: PHONE-SIDE MANNER
The Challenge
A manager of a large group of nursing homes in the northeast needed to communicate information about its facilities to an extremely sensitive caller profile. Their nursing home data indicated that callers tended to be women in their 40s and 50s, who are faced with the troubling task of choosing a place for their aging parents to live out their lives.
The Solution
HOLDCOM’s script consultants, working with a number of the nursing home administrators and marketing personnel, were able to develop a format for Message-On-Hold communication that would be both effective and informative while remaining sensitive to the concerns of the callers on hold. This format, which was first used in the early 90s, has been adapted and refined over the years for many HOLDCOM nursing home clients, with extremely positive results for the nursing homes and callers alike.
