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Spotlight: Cavin-Cook Funeral Home & Crematory

September 12, 2019

Feature image of Spotlight: Cavin-Cook Funeral Home & Crematory

Passare customers share their secrets of success through collaboration

Cavin-Cook Funeral Home & Crematory

Location: Mooresville, NC

Call Volume: 550 Calls/Year

For more information, contact Dana Overcash at dovercash@cavin-cook.com

Dana Overcash serves as the office manager for Cavin-Cook Funeral Home & Crematory in North Carolina. She and the funeral home staff were tired of being nickel and dimed every time they wanted to update their funeral home software, so when they saw what Passare had to offer including ease of use, cloud-based case management, and family collaboration, they had to make the switch, especially when they learned that unlimited updates were included in their subscription service.

What was it that made you decide that Passare was right for your funeral home?

Before Passare, we used a different software, and we weren’t dissatisfied with it, except that any time we wanted to add something or make a change, there was an additional charge. If we wanted to add a workstation or monitor cremations with a tracking system, we had to pay for the change. We were fine with the way things were and didn’t really want to change, until we saw what Passare had to offer. It was a one-stop shop for all our needs, it had all the things our owner had been wanting for a year, and any updates or new implementations were free. That was a big selling point for us.

What is the biggest benefit to using Passare?

For us, it’s the Collaboration Center – that’s what drew us in when we first started looking into Passare. We are located in a very transient area, so a lot of the families we serve do not live here. Before Passare, we would go back and forth via email or phone conversations to gather all the information we needed, but with the Collaboration Center, we can give the family the opportunity to be more involved and more hands on. We started using the Collaboration Center about three or four months ago, and about 60% of our families are using it and are giving very positive feedback. Plus, the Collaboration Center has also helped us to make sure that we have everything correct and in place without requiring that the family walk through our doors. It’s been Passare’s biggest standout for us.

Has Passare helped you connect with your community?

Yes, we do a lot of things with hospice facilities in our community, and they just think that Passare is the best thing ever. We’ve gotten really good feedback from them about families that want to be proactive. Our owner is on the board of two hospice facilities in town, so he has made the hospice facilities aware of the Collaboration Center. Also, when our preplanning consultants talk to families or speak at churches or hospice facilities, they always mention the Collaboration Center and how families can get started planning online. It’s been very successful for us.

How would you rate Passare’s customer service?

It has been excellent. If we have a question or any kind of issue, the Passare team has just been absolutely wonderful. With any problems we’ve come across, we get an immediate response back, and it’s resolved quickly. It’s really been great.

How have your employees responded to Passare?

They have responded really well to Passare. It is very different from our previous software, so understandably, there’s been a learning curve. Overall, our staff has found it very easy to use. Even the funeral directors who were not even using our old program at all have found it very user-friendly. Plus, the fact that it’s so interactive and being continuously improved to meet our needs has made a big difference.

If another funeral professional were to ask you about Passare, what would you tell them?

I would highly recommend it. Passare has been such a great tool for us, especially its ability to help us communicate clearly and stay organized. Using Passare has really simplified a lot of things for us from just beginning to end, and it’s always being updated and reinvented to meet our needs. Every week, it seems like new features based on our feedback are added to help us. A software company that listens to you and makes changes based on your feedback is hard to find. We’ve loved it.

Is there anything else you’d like to add?

We’ve been pleased and very well served by this program, and I look forward to what features will be added in the future. Everything Passare does, especially the training webinars, just makes everything so much simpler for everyone who uses the platform. We always tell people, if you have any doubts, go to the webinars. Look at what all they’re offering. Maybe you’re missing something great.