Case Study - COMMUNITY BLOOD SERVICES: CREATING MORE OPPORTUNITIES TO ENCOURAGE BLOOD DONATIONS

The Challenge
COMMUNITY BLOOD SERVICES, a not-for-profit organization dedicated to maintaining and replenishing the blood supply for hospitals in Bergen County, NJ, was hard pressed to increase an ever diminishing inventory of blood and plasma.  Relying completely on donors and contributions, they had refocused their outreach using email solicitations to local business and residents.  Recipients were encouraged to schedule appointments to donate blood at their Blood Mobile, local centers and participating organizations, by calling COMMUNITY BLOOD SERVICES 800#.  Unfortunately, due to limited staffing at the call center, many callers would wait on hold in “dead silence”, and opportunities to reinforce donor participation and provide additional information were squandered.

The Solution
HOLDCOM recognized that donating blood requires a commitment that needs encouragement and nurturing…not just in the initial stage of a campaign, but at every stage.  Getting donors to call COMMUNITY BLOOD SERVICES office is an important part of the process, but doesn’t necessarily “seal the deal”.  Reinforcing the effort with useful and convincing Message On Hold content can raise awareness, develop a sense of urgency and  influence the caller to schedule an appointment.  An effective MOH program keeps the caller involved and informed about the value of his or her contribution.  HOLDCOM, in addition to donating many pints of blood over the years, added a custom MOH program and equipment to its donation, and worked with the COMMUNITY BLOOD SERVICES director to develop content that would serve their community with life saving information.

Case Study - CARE ONE: REACH PATIENTS IN HOSPITAL WITH EFFECTIVE SURVEY

The Challenge

Care One Solutions, the providers of Care Ensure, a real-time, in the hospital, patient satisfaction assessment system needed to provide professionally recorded content along with voice content provided by a hospital leader.  The hospital leader, the CEO or Director of the hospital, needed a convenient way to be able to record their message in a manner that would allow for an acceptable level of audio quality.

The Solution

HOLDCOM created a system that would allow the hospital leader to call in at any hour of the day, at their convenience, and record their message into an exclusive voice mail box.  They could leave as many "takes" as they wished, after which HOLDCOM's post-production staff would massage the recording for maximum clarity and listener pleasure.  These hospital leader messages were then integrated with the professional introductions provided by one of HOLDCOM's professional voice talents, to optimize the listening experience, in this case by a hospital patient who could provide feedback, while in hospital, regarding the hospital services.  Early signs show high approval ratings from patients and hospital leaders alike.

Case Study - SMART PRACTICE: 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 - MANORCARE: 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.

Case Study - CLARA MAAS HEALTH SYSTEM: 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.