FAQs

Help / Frequently Asked Questions

About Integrated Loyalty Systems (ILS)

About ILS’ Programs and Services

About ILS’ Healthcare Services

About ILS’ Pricing

Technical Problems with ILS’ Web Site

 

About Integrated Loyalty Systems (ILS)

1. What kind of company is ILS?
   ILS is very proud of being one of those great companies with high moral standards, high integrity, solid values and practicing good business practices. Our goal is to make a difference… to make the world a better place by what we do.
   
   
2. What is the meaning of the logo?
   The compass logo is representative of how we want to help our clients… We want to help you create your vision (your “north”), then help you navigate your way to achieve your vision and goals and provide you with the tools needed (a guiding compass to show you the way).
   
   
3. How did you get into this line of business? What’s the company story?
   Jake Poore first saw the opportunities in healthcare while he was working with the Disney Institute. He quickly realized the groundbreaking potential for healthcare organizations who focused on creating a “world-class” service organization. Further, the benefit of this industry is that hospitals are generally happy to share “what works” with other hospitals that aren’t within their service radius.
   
   
4. What’s it like to work at ILS?
   ILS seeks out the best of the best. If you are a high achiever combined with a high level of integrity then you are a candidate for us. We are comprised mostly of “A” performers. As individuals, we set our own high standards for the programs we create and the services we provide our clients. As a company, we do our best to treat our employees in the way they would like to be treated, and to differentiate ourselves from competitive companies by offering passion, flexibility and the feeling of making a difference… making the world a better place.

Back to Top

About ILS’ Programs and Services

1. What is your customer service philosophy?
   Understand your "role" in the overall experience vs. "job tasks".
   
   
2. Is this going to be just another “Program of the Month?” How can we make this “hard-wired”?
   We never want to be your “Program of the Month”. We want to make a lasting difference in your organization. There are various methods we use to hardwire programs, most of them require a cultural initiative that includes not only providing training, but also providing a vision, communication plans, training at ALL levels, incorporating into your hiring process, reward and recognition process, and into your performance review process.
   
   
3. How do you hire for world-class customer service?
   We can help guide you along the way. It starts with creating the culture, so people select themselves as a right fit for your organization. Then we work on the recruiting, pre-application process, application and interviewing process to qualify applicants and determine best fit.
   
   
4. What is the first step of the rollout?
   Diagnostic assessment, SWOT analysis, needs analysis; then agreeing to goals, deliverables and timelines.
   
   
5. How much does ILS do versus us?
   We can do the training ourselves or train you to do it (through train-the-trainer workshops). We believe trainers and ambassadors are an integral part of hardwiring and sustaining the initiative. Ambassadors help to bring communication to each department and localize change.
   
   
6. Will there be an assigned coach?
   Yes, every client has an assigned coach. Dependent upon the scope of your project, you may have even more, including at least one principal, 1 project manager, or more coaches assigned.
   
   
7. Does this approach have the "wow" factor to attract staff yet also have the "staying power" to become a cultural change?
   Absolutely! ILS hardwires it so it is sustainable, NOT a "program of the month". Hardwired into selection & recruitment process, new employee orientation, reward & recognition, performance review process, ongoing training, behaviors/standards, etc.
   
   
8. Success stories or failure stories?
   We have a 100% success rate with all our contracted clients, as measure by their willingness to engage us in future business.
   
   
9. Is there an initial assessment phase? How long will it take?
   Yes. An assessment is essential for ILS to understand your needs and goals. It takes at least two weeks, maximum 3 months.
   

Back to Top

About ILS’ Healthcare Services

1. How do we engage the doctors (MD’s) into this new service oriented culture?
   We know how important it is to an organization-wide service culture initiative to include the doctors, an integral part of the process. We have successfully engaged doctors through one of our partners and team members.
   
   
2. What resources do you need from us? (ex: FTEs)
   Need a high-level executive to champion initiative, and a leader to be ILS' internal partner
   
   
3. Partnership or vendor? How committed is ILS to us?
   Partnership, not vendor. ILS is very flexible and adapts to each client's needs, culture, etc.
   
   
4. Healthcare experience?
   You will find ILS has extensive healthcare experience. Please see the case studies and client testimonials to find out more.
   
   
5. Tools available?
   Lots of them! Cultural Master Plan, Diagnostic Tools, Customer Compass, Touchpoint Mapping, Patient Narratives, just to name a few….
   
   
6. Does this approach fit us?
   Many have found us to be the right fit. We are more flexible than our competition. We take into account your unique culture, nuances, programs already in place, and your needs and tailor them. We do not use a “cookie-cutter approach”. We adapt and adopt best practices from other world-class service organizations, combined with our experience in applying them at other places.
   
   
7. What is the commitment length for entire "program"?
   Clearly, it depends upon the program. Generally speaking, it can take as little as one, and up to three years, to change a culture.
   

Back to Top

About ILS’ Pricing

1. How much does it cost?
   The costs vary, dependent upon the level and depth of your request. For Meeting Planners, the cost is fixed (please see the page for Meeting Planners for pricing). For Consulting, the costs vary, dependent upon the level and depth of your request. For Workshops and Programs, it depends upon the length and various other factors.
   
   
2. What is your lead time to start?
   Generally, we try to start on your project right away, as we know you want to make progress. However, in some cases, we have had to schedule clients for a future date.
   

Back to Top

Technical Problems with ILS’ Web Site

1. What if I’m having problems with the web site? What do I do?
   Admittedly, we are not very technical, but thankfully, we know people who are. You can call us, and we will call them to help resolve your problems.

Back to Top