Guardian is our digital service, designed with, and for, our Funeralcare colleagues. Next week, it will be live across our 1,059 Co-op Funeralcare branches.
That’s every single branch in England, Scotland and Wales.
At this point:
- 4,014 colleagues across our 1,059 branches in England, Scotland and Wales are now using Guardian
- 30,425 funerals have been arranged using the Guardian digital service so far
But the Digital team’s work isn’t complete. We’re working to continuously improve the service for our colleagues and their customers and one way we’re doing that is by looking at the data.
Improving the journey between the ‘first call’ and funeral
One of our key performance indicators in the Funeralcare business is around how much time the deceased spends in our care. Typically, families want their loved one’s funeral to take place as quickly as possible, so often, the shorter the gap between the date of death and the funeral equates to higher customer satisfaction.
From the ‘first call’ when a family member rings up to say they’ve lost a loved one, colleagues take details and the deceased is then in the Guardian system. As they move through the care process, the time they spend at each stage is calculated automatically as colleagues use Guardian.
Guardian then pulls that data through to a dashboard so we can monitor performance easily. Being able to break down the process is really useful in terms of seeing our average time for each stage – it helps us see where we’re excelling and where we can improve.
Giving colleagues autonomy
Giving time back to colleagues so they could spend more time with families has always been the most important outcome of Guardian. Everything has been focused on that.
Ideally, we wanted to build something that would help colleagues deliver the same number of funerals more quickly, ie, colleagues spent less time organising, note taking and communicating details to other colleagues, and more time with families who are going through a tough time.
Empowering colleagues to see for themselves where they’re excelling and where they could improve gives them autonomy and helps them manage themselves. Each branch will have access to their own data so they can see how they’re doing. The data is presented in small chunks and includes things like: number of customers served, breakdowns of the types of funerals, hearse and limousine use, customer satisfaction scores as well as a breakdown of the time the deceased has spent in each part of the process.
One place for data
Back in early 2016, when we started to identify user needs, we knew we could solve a lot of problems if we could record information about the deceased and about their upcoming funerals, and make that information available to the colleagues who need to see it, at the point they needed to see it.
Early user research found colleagues inventing their own, paper-based systems to log details of the deceased and organise funerals which was time consuming. But above all, it was limiting because colleagues couldn’t easily share their notes with people who worked in the same funeral home as them and it was even trickier to keep external homes in the loop.
Paper processes limit who can work and where they can work from. Some recent feedback from a colleague highlighted this. He said: “What I like most about Guardian is that it means I get a better work life balance – I can go home and finish admin there, rather than having to go back to the office. I get to spend more time around my kids.”
Making data accessible to the right people at the right time
Because Guardian’s data is stored in one secure place, we can use it to help out other areas of the business.
For example, before Guardian, customers would call the central Funeralcare number on the website and come through to the customer service centre. Advisors weren’t able to answer respond efficiently to phone calls like: “My mother came into your care over the weekend. It was all a rush at the time. Which funeral home is she in?” This kind of information would only exist as paperwork in-branch. Advisors can only transfer the caller to a local branch, but this isn’t always the best experience because there’d be no guarantee the branch would answer.
We’re starting a pilot next month, looking at giving our call centre advisors access to relevant information on Guardian, so with a few clicks they could find out quite a lot of reassuring detail for the family of the deceased. For example: “Your mother came into our care last night at around 2am, she’s now at the Rochdale home. Would you like to speak to your Funeral Director?”
What we’ll look at soon
Now rollout is almost complete, we’re looking at what we could do with the data coming out of Guardian. We’ve been asking:
- How could we optimise the 1,275+ vehicles in Funeralcare-owned fleet?
- Can we predict the volume of demand for individual branches so we can ensure more customers are served first time in-branch?
- Can we enable more customers to be served first time on the phone by leveraging the customer service centre?
- How could we optimise the order and delivery of ten of thousands of coffins annually?
They’re all interesting problems to solve. The hard work isn’t over yet.