Case Studies and Success Stories

St. Jude Children’s Research Hospital

St Jude Childrens Research Hospital

The Challenge

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.  A tall order that would have the effect of providing greater insights to their donors for marketing, increase customer service, reduce turnaround time and storage requirements.

On February 4, 1962, Danny Thomas officially opened this ground breaking and incredible organization. St Jude is a world leader in developing new, improved treatments for children with cancer, and create more clinical trials for cancer than any other children’s hospital.  Each year, St. Jude treats more than 8,000 patients.


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Our Solution

ILM established a central location for the national offices to send pledge forms for data extraction and capture.  The ability to onboard quickly was important as the past vendor was quickly fading.  ILM was able to fast track its implementation process of project review, testing and approval so field offices could start sending forms without interruption of donations.  Using a combination of OCR and human validation, ILM easily handled the complexities of ever changing multiple campaigns and programs.  Another level of transparency was instituted providing active project logs so St. Jude could monitor our progress and performance.

The Results

Handling over 100,000 donations per year, turnaround time was slashed and accuracy increased along with donor satisfaction.  ILM implemented a novel solution for exception handling reducing time by 3 – 4 days for resolution.  This outcome allowed ILM to enjoy a more than 12 year relationship with St. Jude until the program ended.

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