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Spotlight: Campbell-Biddlecome Funeral Home

February 7, 2019

Feature image of Spotlight: Campbell-Biddlecome Funeral Home

Passare customers share their secrets of success through collaboration

Campbell-Biddlecome Funeral Home

Location: Seneca, MO

Call Volume: 80 Calls/Year

For more information, contact Mike Steele at directormikesteele@gmail.com.

Mike Steele serves at Campbell- Biddlecome Funeral Home as owner and licensed funeral director. He is proud to serve the families in his community, many of whom he knows by name. Mike began looking for a software system that would help him work well and efficiently while providing state-of-the-art assistance to his families. Passare’s cloud-based case management system stood out, especially with its customization capabilities and Collaboration Center for families.

What is the biggest benefit of using Passare?

For me, it’s the time I save. I value being able to give more time to my families when they come in, so that our interaction doesn’t feel like a business transaction. With Passare and its online Collaboration Center, I have the time listen to the stories of the family and talk about the person who has died because most of the information I need has already been gathered before they step into my office.

How did you make the decision to go with Passare?

When I found out about Passare, I was on the fence for about four months. I really checked it out first. In the end, two things finally sold me on Passare. First, the Collaboration Center. I really liked that my families could get online and fill out all of the vital statistics information prior to coming in for the arrangement  conference. Second, the fact that it’s cloud-based. I love that I can work at any location, on any device. That way, if a family who just lost a loved one calls at 3:00 a.m. to see if there is a prearranged funeral plan on file, I can just pull out my phone and look it up. Fast and simple.

What features are you really loving in Passare right now?

My favorite aspect is the one-time data entry. Before, because I had to input data in so many places, I was always worried about making a mistake and having to re-do the forms. Plus, Passare doesn’t just have cookie-cutter forms. They help you customize your own forms so that you can tailor the system to your specific needs. I’m not a cookie-cutter funeral home – every family that comes in is unique in its own way. I appreciate that Passare sees that this is the same with funeral homes. The Passare team has helped me build my own forms so that I have just what I need.

How have your families responded to the Collaboration Center?

Where I’m located, about 40% of the people don’t even get on the internet, but their grandkids do. When I mention the Collaboration Center, they brush it off at first, but then I ask, “Will your grandson be at the arrangement conference?” They usually say yes, so I ask if I can send the link to him so that they can save an hour’s time in the office by answering some questions beforehand. That strategy has worked really well for me, and of those who have used the Collaboration Center, 100% of them have been impressed and appreciated the experience. No one has said they didn’t like it. Plus, because all the business details are taken care of ahead of time, we can spend our time together talking about the service, personalization, and how to make it a memorable occasion.

How would you rate the customer service you’ve received with Passare?

10+. Every time I’ve called in, I’ve been greeted well. They answer questions without frustration, and they’re all willing to help. They really want to get in there and fix whatever the issue is and get answers as quick as possible.

How have you seen Passare grow and adapt since implementation?

I love trying new things, especially in software. Just the other day, I was working with a Passare employee on adding a credit card transaction capability to Passare. With so many other companies, there’s a gap of time where nothing new is happening, and it seems like we are at a standstill. In the time I’ve been with Passare, I’ve seen new and improved features come through. They listen to customer ideas and feedback, and then start implementing them. It’s like being on the cutting edge of something new and exciting.

What would you tell another funeral directors about Passare?

Passare saves me at least 45 minutes on each arrangement conference and allows me to access our information anywhere, which saves me time and increases efficiency. Plus, there are so many communication features to keep everyone on the same page, which would be so useful for large firms. But most of all, with Passare, you’re treated like a partner in an adventure, and even though I’m a small firm, I receive the same benefits and service as the large firms.

Is there anything else you would like to add?

Give this product a second chance. Look at what you’re currently using and really investigate what else is out there. Are they growing their product? Are they offering new features and the implementation of your ideas? Passare knows that it can always be better, and they are constantly trying to improve their product. They are growing with the industry, which is very important in this day and age.