This case study shows how ILM’s Digital Mailroom workflow supported centralized donor-form intake, data extraction, and exception processing for St. Jude Children’s Research Hospital.
100,000+
Donations handled each year
3-4 days
Cut from exception resolution
12 years
Relationship duration
The St. Jude Children’s Research Hospital pledge to parents is world class medical care for their children. For free. The ability to honor this commitment are the millions of donations that are received each year.
St. Jude’s current vendor was unstable and closing its doors. St. Jude needed a rock solid partner that was not only financially stable but could deliver on the critical requirements of accuracy and turnaround. Exception processing of incomplete donor forms was a slow and tedious process and affected donor satisfaction. Additionally, St. Jude wanted to expand the amount of data being captured from donors, providing greater insights for marketing, increasing customer service, and reducing turnaround time and storage requirements.
On February 4, 1962, Danny Thomas officially opened this ground breaking organization. St Jude is a world leader in developing new, improved treatments for children with cancer, and creates more clinical trials for cancer than any other children’s hospital. Each year, St. Jude treats more than 8,000 patients.
ILM established a central location for the national offices to send pledge forms for data extraction and capture.
National offices send pledge forms to a single ILM location for processing.
A combination of OCR and human validation handles the complexities of ever changing multiple campaigns and programs.
ILM fast tracked project review, testing and approval so field offices could start sending forms without interruption of donations.
Transparency through active project logs, so St. Jude can monitor progress and performance.
Handling over 100,000 donations per year, turnaround time was slashed and accuracy increased along with donor satisfaction.
A novel solution for exception handling reduced resolution time by three to four days.
Turnaround and accuracy both improved, with donor satisfaction following.
The outcome allowed ILM to work with St. Jude for more than 12 years, until the program ended.
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