Analyst Reports
~ Installation of Planon software results in a better service for grieving families and faster information to employees ~
23 June 2015 – In order to become the most customer-focused funeral service provider in the Netherlands, DELA cooperative launched the “Customer Focused Working” project at the beginning of 2013. One of the underlying programmes within this project is the improvement of customer focus in the Reporting and Reservations department. To achieve this, DELA has chosen Planon’s Integrated Services Management solution and Self-Service solution.
A good overview is essential
With more than three million insured customers in 85 locations, DELA is one of the largest funeral service providers in the Netherlands. In order to provide the best possible support to grieving families when arranging a funeral, it is very important that everything goes smoothly. It is therefore essential to have a good overview and to adequately execute the processes. Research showed that the previous booking system did not sufficiently facilitate DELA’s employees. As a result, it took them a considerable amount of time to find out which locations and resources were available for a funeral and when. Moreover, the undertakers could only pass on reservations through the back office of DELA’s head office. This was the reason why DELA went in search of a new booking system. Planon’s Integrated Services Management solution and Self-Service solution appeared to fit seamlessly with DELA’s need to simplify the booking process and obtain a better overview.
Optimum support for grieving families and employees
“It is our aim to provide optimum support to grieving families and employees. After a strict selection process, it appeared that Planon’s software suited best our needs in terms of functionality and architecture. Moreover, the friendly user interface and the flexibility of the system played an important role in choosing Planon,” says Kristel van Reenen, Programme Manager at DELA. “Aided by Planon’s Integrated Services Management solution, the Reporting and Reservations department has now a better overview of the availability of venues, audio-visual equipment and parking spaces, etc. The Planon Self-Service solution also enables the undertaker to make a reservation directly with the family at home instead of centrally. Implementation of this solution will lead to improved services to grieving families, faster information to employees and moreover a higher efficiency and better cost control.”
Plans for the future
In the long term, the self-service solution will also be applied to another programme within the Customer Focused Working project. When a relative contacts DELA and informs them of a death, it can sometimes take a while before an employee is able to pay a visit. This intervening period - however short - causes uncertainty for many people. In order to better serve grieving families, DELA would like to offer them the opportunity to make some arrangements online in the meantime, such as viewing the venues and choosing the funeral location. During the funeral preparations, a relative would also be able to make changes, for example the choice of the caterer.