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The Blood Alliance Sees 60 Percent Increase in Monthly Donor Appointments with Help of Interactive Softworks Customer Engagement Solution

Software’s flexibility, ease-of-use enable community blood bank to design
and implement multiple campaigns, provide higher level of customer engagement

Leesburg, Va., March 15, 2011

Interactive Softworks, a provider of customer engagement solutions, announced today that The Blood Alliance, a non-profit community blood bank headquartered in Jacksonville, Fla., implemented the company’s VoiceNet software to contact, recruit and schedule more blood donors and achieved monthly increases in donation appointments and blood units collected. 

The Blood Alliance provides more than 20 hospitals in the Southeast with blood products including blood, plasma and platelets. To supply these products the organization actively recruits potential and returning blood donors to give blood at community events and blood drives. Blood product collection goals require The Blood Alliance to reach a minimum of 700 people daily through calling campaigns.

“With our old calling solution, we were struggling to reach the target number of potential donors required to meet our blood needs,” said Robert Sanchez, Director of Donor Resources at The Blood Alliance. “Interactive Softworks’ solution allows us to meet our contact rate, appointment setting and donation goals.”

Interactive’s VoiceNet customer engagement solution provides The Blood Alliance with a multi-channel call center system that combines inbound and outbound call management with integrated email to drive efficient call flows, improve agent performance and maximize contact rates with donors.

“Today we’re scheduling 900 more appointments per month (a 60 percent increase) and we’re collecting 40 percent more blood units per month at our Donor Center locations,” said Sanchez. “We attribute these improvements to VoiceNet’s ability to minimize disconnects and detect answering machines and its flexibility in building and modifying targeted lists.”

Because VoiceNet is integrated with The Blood Alliance’s donor management platform system, eDonor, Sanchez’s team can design and implement multiple campaigns to contact donors in a specific  timeframe when they are most willing  to donate.

Brenton Farmer, CEO and co-founder of Interactive Softworks, said, “For the many hospitals that rely on The Blood Alliance, it is critical that they meet their goals of reaching prospective donors and collecting a designated amount of blood. We’re pleased that our solution can play a role in enabling them to meet those goals, and ultimately in helping collect the blood that saves so many lives.”

About The Blood Alliance

The Blood Alliance (TBA) provides blood and blood products to more than 20 hospitals and medical facilities in 11 counties serving Northeast Florida, and portions of Georgia and South Carolina. It provides the best possible blood banking system to the regions it serves and is a member of America’s Blood Centers – a national network of independent community blood centers responsible for nearly half of the nation’s blood supply. TBA opened in 1942 and is a non-profit community blood center licensed by the FDA and accredited by the AABB. For more information please visit: www.igiveblood.com or call 888-TBA-HERO (888)998-2243.

About Interactive Softworks

Interactive Softworks improves the way organizations engage customers by synchronizing critical real-time data with back-end processes and driving individualized customer interactions across multiple communication channels (voice, Web, IVR, chat and social media). Interactive's solutions represent the next step in Business Process Management (BPM) and Customer Relationship Management (CRM) systems, enabling smarter and more consistent customer experiences that leverage partner and market-driven opportunities. Today, Interactive Softworks optimizes business performance and delivers successful customer acquisition, loyalty and retention campaigns for innovative Fortune 500 companies.  For more information, visit contact Interactive Softworks or call 703-669-2800.