Education Enrollment Management Support Financial Aid Solutions

	Non Profit

	Government & National Events

	Mortgage Marketing Services Why We Are Different

	Bio-Tech / Pharmaceutical / Health Care

	Financial Services

Government Case Study

Overview

Greenwood & Hall’s clients, organizers of a National Memorial Dedication Ceremony, were expecting demand for seating to far exceed available capacity.

The organizers needed:

• To effectively process telephone, web, and mail-in requests for tickets from up to 250,000 parties.
• A solution that could provide a high level of service and sensitivity to a generally elderly response base.
• Full database management, analysis, and response tracking for multiple databases consisting of over 600,000 Charter Members, hundreds of tour groups, and 5,000 V.I.P. parties (Members of Congress, foreign dignitaries, etc.).
• On-going analysis, reporting, and recommendations that would assist in determining how over 100,000 seats would be allocated.
• Printing and mailing of up to 140,000 tickets, special parking passes, maps, and custom brochures.
• A 24/7 organization that could provide a “single source solution” including contact center, logistics, data management, and full-analytical capabilities.

Strategy

To develop an end-to-end guest services platform that would effectively process seating requests and maximize attendance with a major emphasis on the member participation.

Action Plan

Greenwood & Hall established a system to process telephone, web, and mail-in requests on a 24/7 basis. Daily and weekly status reporting was provided ensuring that the event organizers could make decisions relative to outreach and public announcements. This system was fully integrated with the organizer’s multiple databases ensuring full cohesion and the availability of real-time information for event planning.

An RSVP process was implemented to ration tickets and ensure full event attendance. The seating allocation process was enhanced with Greenwood & Hall’s logistics solutions enabling custom printing and fulfillment of all ticket packages.

Finally, Greenwood & Hall provided day of the event support including personnel and a remote database network to support the generally elderly attendees (40 computer kiosks over a one square mile supporting over 100,000 attendees).

Benefits/Results

• Efficient management of almost 100,000 telephone calls, web, email, and mail inquiries.
• Fully customized mailing campaigns that touched tens of thousands of households.
• Cutting-edge multimedia broadcasting that maximized awareness, response, and event attendance.
• Dynamic real-time data analysis and reporting that enabled organizers to make immediate decisions or respond to changing conditions.
• Equitable distribution of scarce Dedication Ceremony event tickets.
• Accurate seating recommendations/projections that ensured that the event seating availability was not overly publicized and conversely that there were few excess seats.
• Strong customer care support of sensitive constituency (elderly persons).