AUSTRALIAN RED CROSS BLOOD SERVICE
102 media , I ’ ve seen this industry grow from a back-office function to one which is a key part of any business strategy .” Now transitioning to the next stage of his career and moving to Board and Consulting roles , Nesci was keen to reflect on how the Blood Service ’ s digital transformation can be seen as an exemplary template showing how technology can empower businesses and save lives .
The catalyst for the advent of the Blood Service ’ s digital roadmap was the appointment of a new Board Chair and Chief Executive , says Nesci noting how “ the Blood Service quickly recognised that technology plays a critical role in not only enabling the business but also fundamentally disrupting the organisation .” The first obstacle the group aimed to tackle was a straightforward yet challenging one : improving donor engagement . One of the major channels for interacting with donors is through a National Call Centre , whereby donors can call to make an appointment . However , keen to meet the demands of a digitally savvy nation , the organisation soon realised that online channels and self-service were critical to enhancing donor engagement . It implemented online channels like self-service portals , mobile apps , and chatbots which meant that donors could book an appointment at the touch of a button , anytime , anywhere . “ These days , everyone is time poor and online channels give donors the ability to make and change appointments where and when they find it convenient , on any device ,” he explains . “ In the space of just over 12 months , donors are now making or changing over 30 % of their appointments online .”
MAY 2019