How Marquis Software reduces no-shows with SMS reminders

Marquis Software develops advanced technology solutions for corrections and community supervision agencies. For over 38 years, they have pioneered the enterprise-wide automation of corrections software with their electronic Offender Management Information System (eOMIS®). The eOMIS® system offers unsurpassed solutions for Inmate Management, Electronic Health Records and Community Supervision. As part of its commitment to innovation, the company sought new ways to reduce parolee no-shows, improve staff efficiency, and strengthen communication between officers and clients.

“We are committed to quality improvement, advanced research, and innovative use of the latest technology. One example of this is our InTouch Suite of mobile applications, which extends the power of the eOMIS® system to staff and parolees via smartphones and tablets. Another example is the research we sponsor on the effectiveness of our newest technology, such as text message reminders to reduce office visit no-shows,” said Dr. Stephen Payne, Director of Research and Development at Marquis Software.

Managing parolee appointments in a crucial part of the eOMIS capabilities. One customer using the platform was experiencing a 20% rate of cancelled or no-show appointments with probation officers. This led to wasted time and effort for already overloaded probation officers and serious consequences for parolees.

After some consideration, the research and development team at Marquis Software believed text messaging for appointment reminders would be be a fast and efficient way to reduce the number of no-shows.

After evaluating vendors, Marquis Software chose to partner with Sinch Engage (formerly MessageMedia). The team integrated SMS directly into its eOMIS® platform, allowing officers to send automated reminders and manage real-time communication with parolees.

“After researching a few vendors, the decision to partner with Sinch Engage was easy. The product was quickly integrated into our platform and it allows us to store a complete thread of all text-based communications in our database. Best of all, Sinch Engage’s implementation and support team is responsive and invaluable. We could not have made a better choice, and we are planning to extend our use of text messaging to many more use cases across our platform,” said Dr. Payne.

SMS reminders not only reduced missed appointments but also improved officer productivity by making scheduling easier and more reliable. Officers could confidently notify clients of changes, reschedule appointments, and ensure messages were delivered.

“Texting is beneficial because of its convenience. It allows officers to choose different types of messages to send. It’s the most effective way to reschedule appointments because it assures officers that messages are delivered,” said Detonda Woolfolk, Probation and Parole Officer at the Arkansas Division of Community Correction.

Immediately after implementing the system, a customer, the Arkansas Community Corrections Agency, saw a significant drop in missed appointments. They used Sinch Engage to send targeted text messages to a specific group of parolees. They then reached for additional use cases, such as sending text messages for fee payments reminders, dual-authentication verification codes, and links for installing the Intouch smartphone app.

To assess the impact of adding text messaging, Marquis Software conducted a study to improve implementation and discover the best time and frequency for sending text messages. The study found:

• Frequency: The study found that sending one text message the day before the appointment was the most efficacious option. There were 43% fewer no-shows, compared to the control group that received no text message notification.
• Appointments Held: The rate of appointments held was higher for all groups that received text message notifications, no matter when it was sent.

By embedding SMS into everyday workflows, Marquis Software helped corrections teams improve accountability while enhancing the overall client experience.