Category: Logistics & Transport Coordination | Complexity: High
Version: 1.0 | Last Updated: July 2026
Roles Involved
Client/Parent, Hospital Point of Contact (nurse, doctor, or family member), Dispatch/Transport Coordinator, Carrier, Main CBR Facility.
Purpose
Coordinate the timely, compliant pickup and transport of cord blood and stem cell specimens from the birth hospital to the main CBR facility, within the specimen's 72-hour viability window, with complete documentation and clear communication to the parents/clients throughout.
Scope
Covers the transportation coordination process only. We are a transport service supporting CBR, not CBR itself. Applies from initial client inquiry through confirmed pickup and dispatch to the main CBR facility.
Tools Used
Client booking form/portal, order management system, TMS with automatic carrier dispatch (manual dispatch fallback), Twilio for omnichannel communication (voice calls, chat, and text) to capture client contact globally.
Process Steps
Phase 1: Order Creation
- Client calls or submits a form to inquire about the CBR process.
- Explain that they need to complete a form on the website or app to capture basic information before an order can be created.
- Confirm which order type applies:
- Will Call: Client scheduled this booking long in advance, regardless of whether they're a CBR subscriber or not. Since it's already booked ahead of time, they don't need to arrange the logistics themselves. They just call to confirm the booking so we can dispatch immediately when needed.
- Immediate/Hospital Kit (optional): Client is not yet subscribed to CBR but decides last-minute to preserve the specimen. The hospital provides a kit on the spot so they can proceed right away, and the client separately calls main CBR afterward to register. This path exists so a family isn't locked out just because they didn't plan ahead.
Phase 2: Post-Birth Pickup Call
- Answer the call with a warm greeting, introduce yourself as a CBR Representative, and congratulate the parents on the birth.
- Collect required details: baby's exact date and time of birth, hospital name and address, mother's name, spouse's name, contact number, and room number (optional, some parents prefer not to be reached directly while recovering).