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Spotlight: Mercer-Adams Funeral Service

July 23, 2020

Feature image of Spotlight: Mercer-Adams Funeral Service

Location: Bethany, OK

Call Volume: 420 Calls/Year

For more information, contact Bruce Kelley at bruce@mercer-adams.com.

Tired of software that wasn’t user friendly, the staff at Mercer-Adams Funeral Service knew they had to make a change. Funeral Director Bruce Kelley was impressed with Passare’s cloud-based, accessible platform and especially appreciated the quick communication and problem-solving skills of Passare’s customer service team.

What was your process like before you started using Passare?

Before switching to Passare in 2018, we had used a program for several years that, in hindsight, wasn’t user friendly. The program could only be used from certain computers in the funeral home, which limited our productivity. We were excited when we found out that we could access Passare from anywhere, and our staff could finally work remotely, which has been a lifesaver during these times. Before we switched, we were concerned that we would lose all our information and files from years prior, but Passare was able to transfer those files seamlessly.

Have you seen Passare grow and adapt since you’ve implemented it?

Yes. I really like how the development team is constantly working. They take customers’ suggestions and then try to implement as many as they can. Rather than say, “Here’s our product. Use it, and that’s it,” you can tell that they’re constantly trying to make the software better. I appreciate that.

What do you think is the biggest benefit of using Passare for you and your staff?

For our staff, Passare helps us most with our communication. We used to spend a lot of time chasing somebody down to ask them a question. Passare has made it easy for us to be able to enter information one time, and people can easily find it. Our staff is at different levels as far as the way they use Passare, but it’s so nice to be able to work efficiently as a team.

How are you using the Collaboration Center with families?

I love the Collaboration Center, so I use it all the time. It’s incredibly convenient, even for families who don’t use it. Sometimes they’ll say, “I didn’t put anything in, but I appreciated being able to look at what you were going to be asking me.” Recently, I had a case where there were three children: one here, one on the east coast, and another on the west coast. For me, it was rewarding to watch them share the obituary and vital statistic information back and forth and work together. The Collaboration Center helps bring families together, even if they’re physically apart.

What is a feature you’re really loving in Passare?

There are so many features in Passare, and you can use as many of them as you want to. I like the multi-case listing and the reports I’m able to run. I’ve submitted special forms that we wanted to use, and within a few hours, we were up and running with our form. We’re able to customize Passare so we can see the information that we want to see. Another helpful thing was the input of all our pre-arrangements and being able to access information anytime, anywhere. So, when a family has had a death, you can have that information in front of you when you talk to a family, even at 2:00 in the morning.

How has Passare helped you increase your funeral home’s efficiency or helped you save time?

I can have more face time with a family because I’m able to generate forms very quickly, including contracts, flag applications, military honor requests, etc. As a result, I’m more efficient because I don’t have to spend as much time on the paperwork and can spend more time on helping a family plan a meaningful service. Before Passare, I’d have to say, “Excuse me while I fill out this form for you,” but with Passare, it’s so much quicker. I have more time with the family to meet their needs and can do the administrative things much more seamlessly.

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

I’ve got to give them 10 thumbs up. They’re extremely responsive. When I call, it’s amazing to me how quickly they jump on my question or request. And I talk to a different person each time I call, which is a fun thing because I feel like I start to know the team after a while. When I call, it’s always, “I’ll get back to you and let you know when it’s done.” Passare has enabled people to help people, and it shows through their customer service because they work so well as a team.

What would you tell another funeral director or professional about Passare?

Passare is a timesaver. It serves as a central location for your information so you don’t have to type the same thing 2-3 times. Additionally, you can leave the handwritten notes behind and share information digitally with families. The learning process is quick because there are resources built into Passare that allow people to educate themselves at their own pace, which is a nice feature. Passare is an easy program to use, and it brings you into the 21st century.