Case Study: Call Center App

Directors’ Choice is an award-winning company providing answering services to funeral homes across North America.

The DC-to-GO mobile app delivers on-the-go access to messages, on call schedules, call recordings, and more, as part of the call center services they provide.

With over 1000 funeral home clients and handling more than one million calls a year, Directors’ Choice gives funeral homes the ability to offer after-hours live answering of calls from grieving family members and friends.

Realizing the massive trend towards smartphone adoption, Directors’ Choice launched DC-to-GO in 2011. It was the first custom-built mobile application of its kind for the funeral home industry.

The DC-to-GO mobile app delivers on-the-go access to messages, on call schedules, call recordings, and more, as part of the call center services Directors’ Choice provides.

 

The Opportunity

It’s not unusual for a grieving parent, spouse, or relative to call a funeral home during the night. Unfortunately, many funeral homes are not staffed after hours with people trained to take calls and answer in the comforting voice of someone who knows exactly what to say and do.

Directors’ Choice filled that void with an award-winning funeral industry focused call center, manned twenty-four hours each day. The center is operated with caring people coached on how to provide needed information, promptly and in a reassuring tone.

In 2011 Directors’ Choice recognized that smartphone usage was rising rapidly. To provide a higher lever of service to their funeral home customers, their internal and hired developers created the early versions of the DC-to-GO mobile app.

In keeping with the straightforward needs of funeral home owners, DC-to-GO initially offered a plain interface and features that allowed clients to check messages, review calls, and update on-call and service information while away from the office.

 

What Makes it Smarter

As the mobile marketplace evolved, Directors’ Choice understood that the features and functionality of the DC-to-GO mobile app had to advance as well – without changing the existing legacy user interface that funeral home owners wanted.

In 2015, soon after Stericycle Communications acquired Directors’ Choice, they brought on Big Fish Digital to update and improve the functionality of the DC-to-GO mobile app.

The challenge given was to keep the legacy user interface intact, while improving the back end functionality and implementing new front end features.

This work encompassed the DC-to-GO mobile applications for iOS, Android and BlackBerry, as well as extensive updates to the corresponding web services.

Funeral directors and other funeral home employees now enjoy the freedom that comes from knowing they can have instant access to missed calls, messages, funeral service details and schedules, while on-the-go.

* Pew Research Center report: “Technology Device Ownership: 2015”

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