Here For Our Customers During Challenging Times

Bukola has been on the ViaCord team for nearly 18 years and is passionate about ensuring our ViaCord families are taken care of from the minute they enroll with us until their stem cells are safely stored at our state-of-the art laboratory.  

Q & A with ViaCord’s Manager of Customer Service

We recently sat down with ViaCord’s Manager of Customer Service, Bukola, for a quick Q & A.  Bukola has been on the ViaCord team for nearly 18 years and is passionate about ensuring our ViaCord families are taken care of from the minute they enroll with us until their stem cells are safely stored at our state-of-the art laboratory.  Let’s see what she had to say:

What’s the first thing you’d like ViaCord customers to know?

I would start by saying that our customers should feel confident in knowing that ViaCord is doing everything possible to maintain business as usual. We understand that you’ve chosen us during this very special time in your life – to help fulfill your desire to plan for your child’s future health. We know that there is a unique level of trust between us and our customers – a level of trust that many businesses don’t have because of the nature of the service. It’s a trust that is not taken lightly at ViaCord, and we will always do everything in our power to honor that.

Tell us about some of your past experiences navigating through significant, unexpected events.

Over my nearly 18 years at ViaCord, we’ve had our share of experiences where we adapted and persevered  to ensure our customers were taken care of.  I’ll share one of those experiences with you:

2012 – Hurricane Sandy, aka “Superstorm Sandy.”

In the fall of 2012, Hurricane Sandy tore through the eastern seaboard wreaking havoc on areas like New York and New Jersey. While Sandy was causing massive destruction, ViaCord customers were welcoming their babies into the world!  Our Customer Service Team had to jump into action with our Courier Team to develop a creative, and time sensitive, plan to recover the ViaCord Collection Kits in the areas hit by the superstorm. When you’re transporting cord blood with living cells, time is critical. Working together, we overcame several logistical hurdles – from widespread regional airport closures, driving restrictions tied to a state of emergency declaration, and a tri-state gasoline shortage. We even had a courier drive from New Hampshire to New Jersey picking up ViaCord Collection Kits along the way. The courier then drove all the kits to the nearest open airport which ended up being in Philadelphia.

It was a hectic time, but we rose to the occasion with confidence. Our Customer Service Team did an amazing job easing parents’ nerves by regularly checking in and providing courier status updates.  To this day, I’m very proud to say that every ViaCord Collection Kit made it to ViaCord’s Processing Lab.

Has the ViaCord Customer Service Team’s daily job changed since the COVID-19 outbreak?

We have always worked closely with hospitals and our courier team to ensure our customer’s experience is the best it can be, however since the outbreak we’re working even closer with them as some hospital policies are changing daily. 

For example, many hospitals are now requesting that couriers pick up ViaCord Collection Kits in the lobby, rather than going to your room to retrieve it. We are proactively communicating with our customers to let them know this could be the case and provide guidance on how to facilitate with this request.  Our number one priority is working together with all parties, to ensure that ViaCord Collection Kits arrives at our processing lab.

What would you say to parents wondering if they can still collect their baby’s cord blood and tissue during this time?

I would say, yes, yes, yes!  According to the American College Of Gynecology (ACOG) on 3/23/20, “Respiratory diseases are typically not transmitted by the transfer of human cells. Currently, there are no reported cases of transmission of COVID-19 by blood products (FDA); therefore, umbilical cord blood banking can continue to be managed according to clinical guidance”.

Collecting your baby’s cord blood and tissue can only happen one time – right after delivery.  You don’t want to miss out on this unique opportunity to help plan for your family’s future health . . . and we’re right along-side of you to help.



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