Study: Donor Appointment
Talecris Plasma Resources
1 Case Study| Appointment-Plus
Talecris Plasma Resources is a nationwide network of 69 plasma collection centers supported by a team
of over 2,500 members. This case study is an example of how one of its centers (Findley, Minn.)
schedules its plasma donations.
The center and its 50 staff members schedule between 12 and 15 donations every half-hour, Monday
through Saturday. All donations are made in person, with the information handwritten into a printed
Excel spreadsheet. Donors typically schedule two appointments per week, with the option of booking
them up to two weeks in advance. The center does not permit same-day appointments.
According to Assistant Manager Jennifer Hannu, scheduling donor times in this fashion was not a simple
task. In addition to the staff time required to accept and manage the daily appointments, some donors
would claim to have made an appointment, even though they did not. Using a paper Excel spreadsheet
was an inefficient way of keeping records, and these claims of scheduled appointments required the
staff to dig through pieces of paper to try and locate the information. This inefficient and occasionally
inaccurate scheduling manner proved burdensome to the center. Additionally, they desired a method
that would make their donors more accountable for accurately scheduling and keeping their donation
Ms. Hannu learned about online scheduling software from the organization’s regional director and from
several other Talecris locations that had test-piloted Appointment-Plus. Based on this recommendation,
the center implemented the scheduling software without researching other scheduling systems.
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Online scheduling software from Appointment-Plus had the potential for the Talecris center to operate
more efficiently through its robust record-keeping and reporting capabilities, which would allow Ms.
Hannu and her staff to quickly and effortlessly pull appointment and customer information from one
centralized location, instead of sifting through paper spreadsheet pages. Additionally, the system would
also enable donors to book their appointments online, instead of in-person.
Ms. Hannu and several of her staffers participated in a coaching session to help customize their
scheduler for their specific needs. One of these setting was to block off same-day appointments, as the
center does not permit them. Appointment-Plus uploaded their existing database of donor contact
information, which made it easy for the center to instantly begin scheduling appointments through the
system. The center then crafted cards with donor username and passwords, which were given to donors
when they arrived for their scheduled appointments. They were instructed on the new scheduling
process, which requires them to book their appointments online instead of in-person.
Record-keeping and appointment-management is a lot easier for Talecris Plasma Resources, as
Appointment-Plus has simplified and automated this important—and very time-consuming—task. Ms.
Hannu says the center has seen significant time savings and better allocation of staff resources, as time
is no longer spent manually writing down appointments and looking through pages of spreadsheets for a
specific appointment date and time. As many of the center’s donors schedule their appointments up to
two weeks in advance, the system allows Ms. Hannu and her staff to instantly and effortlessly access
future schedules. She adds that many of her donors now utilize the online self-scheduling feature,
instead of booking their times in person. They also enjoy receiving the automated e-mail reminders sent
prior to their scheduled donation times. The system allows Ms. Hannu and her staff to hold donors more
accountable for scheduled appointments, as all appointments and related information is instantly
recorded and securely managed. There’re no longer any doubts as to what appointments are scheduled
and who scheduled them.
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Appointment-Plus (www.appointment-plus.com) is the worldwide expert in online scheduling
solutions and creator of the scheduling industry’s most flexible and feature-rich software
program. Servicing over 100 different industries in 16 countries throughout the globe, it’s the
premier Web-based booking application for growing businesses, enterprises, higher education,
government and logistics. With over 15 million end-users and 75 million appointments booked
since its inception in 2001, Appointment-Plus is one of the fastest growing cloud-based services
in the world. Headquartered in Scottsdale, Ariz., organizations ranging in size from Fortune 500
companies to small businesses use Appointment-Plus to book an average of 2.5 million
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