Case Study: Call Center App

Our Client is an award-winning company providing answering services to funeral homes across North America.

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.

 

They 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.

 

Realizing the massive trend towards smartphone adoption, our client hired developers and launched their app in 2011. It was the first custom-built mobile application of its kind for the funeral home industry.

 

Their 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.

 

The Opportunity

 

In keeping with the straightforward needs of funeral home owners, the app 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.

 

As the capabilities of modern smartphones evolved, they understood that the features and functionality of their mobile app had to advance as well – without changing the existing legacy user interface that funeral home owners wanted.

 

The Solution

Big Fish was hired to update and improve the functionality of the mobile apps.

 

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 mobile applications for iOS and Android, 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.

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