Business situation
For Service Corporation International (SCI),* providing personalized, compassionate care during the funeral planning process is a primary focus. But the North American funeral services provider knew that without digital innovation and optimized technology, it would not be able to focus on delivering the best experience to families. So, it embarked on a long-term partnership with Avanade to develop innovative, digital solutions to improve the funeral planning process.
Solution
Using the latest web technology, Avanade created a fully automated communication and collaboration approach that allows all SCI employees to follow the same, consistent approach for receiving, preparing, scheduling and tracking each step of the arrangement process. With a new website built on the Sitecore platform, customers have access to a full range of services, including a more robust portal and information regarding nearby services and locations. We also built a mobile application based on the cloud that SCI counselors can use in the field at pre-need appointments to help people more easily make arrangements for their own funeral services ahead of time.
Results
SCI’s work with Avanade demonstrates a key benefit of technology: enabling people to do their jobs better and with more compassion at a time when it matters most. Key results realized include:
- Reducing the burden of manual paperwork so families can spend more time celebrating the life of a loved one
- Providing more robust customer services online by helping families find locations quickly, learn about the arrangement process, answer questions, send flowers and more
- Streamlining pre-planning processes and reducing the average visit length from four to one hour
* As used herein, “Service Corporation International” and “SCI” refer to Service Corporation International’s affiliated companies.
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SCI relies on new technology to keep its focus on compassion and dignity in the funeral planning process
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