Switching Cemetery Software Providers: How to Get the Best Result

| Read time: 8 mins

Switching cemetery software providers isn’t just about installing a new system, nor is it simply about moving your data from place to another and expecting it to work in the way you need it to.

It’s a strategic decision that will affect every aspect of your operation, your processes, your staff, and ultimately, how you deliver your services.

So, for these reasons and many others, it’s important to approach it in the right way.

Whatever the reason for your move (more on that shortly), or however you find yourself in this position - the first question you should be asking yourself - is it the right thing for me?

And while the process can feel daunting - careful planning, strong leadership, clear communication and a collaborative partnership are all key to ensuring a smooth and successful switch.

To use a non-technical expression - it’s about getting all of your ducks in a row.

But what are those ducks, how many ducks are there, and what order do those ducks need to be in? 🐦🐦🐦

Before we stretch this metaphor beyond it's limit, here are 5 steps to help ensure a successful switch:

Step 1: Understand Your, “Why” (goal-setting)

Clarify the reasons for your switch - what’s not working now, and what do you need to be able to do in the future?

You might find yourself needing to switch cemetery software providers for a number of reasons: 

Outdated functionality with limited integrations;

a need for better accessibility in the cloud;

the risks of outdated software;

your current services changing;

a new digital strategy with better online tools and self-service for families;

poor levels of support or your current solution changing;

the inability to meet growing operational or customer needs…

and many more. 

Whatever those are, be sure to establish your success criteria: What will “good” look like after the switch?

To do that, define your goals: is it to streamline operations, improve accuracy, open new revenue streams and new opportunities, enhance customer service, future-proof your records…?

Knowing all of that from the outset will not only help to ensure you’re on the right path, and get the right people invested in the change.

Step 2: Review your current relationship

As the song goes, ‘breaking up is hard to do’. But frankly, if it's not giving you what you need, then it's time to move on. 

One of the most important steps in switching cemetery software providers is ensuring that you have full control of your data, as well as a clear understanding of your current obligations.

To underestimate this step, may lead to delays and not a little frustration. By being proactive at this point, you can avoid disruptions and safeguard the integrity of your data.

Here’s a few things to consider:

Review your contract thoroughly - pay close attention to any exit clauses, eg. notice periods or under what circumstances you can terminate the agreement.

Data ownership - does your cemetery explicitly own its data/records, or does your vendor claim some rights? 

While your vendor will hold and maintain your data - it should always belong to YOU, and there should be no issue with them making it available to you.

(As in any relationship - your ex and your new partner don’t necessarily need to be best friends, but it will do them no favours to hold up or impede the process unnecessarily).

Additional costs - are there fees for data export, early termination, or technical support during off-boarding? Understanding these terms early will help you plan timelines and budget accordingly.

Be mindful of - what formats will the data be delivered in (vs what format your new partner requires it in). CSV is a common format, for example. Also be aware of how much notice you need to give before requesting an export.

Don’t assume - that one export contains everything - check that all of your data is included and make multiple backups to ensure that, no matter what happens during the switch, you retain access to your records.

The bottom line is that your data is your most valuable asset. Make sure that you have it and that it’s protected during the transition - remember - you’re ensuring your history as well as your operational continuity.

Step 3: Carry out a comprehensive procurement process

Choosing your new software vendor isn’t just about implementing a new piece of technology, it’s about building a partnership that should last for the next 5, 10, 20+ years.

Procurement, of course, isn't one size fits all. Whether you’re a private cemetery, or a local authority, a religious organization, or a not-for-profit - you may or may not be bound to specific tendering procedures.

But there are a few rules rules of thumb when it comes to getting the best fit:

Evaluate your current processes - carry out a thorough review of what’s working well, and what isn’t. From the minute you pick up the phone for a new interment to the renewal of contract - review everything, from manual tasks, data management and record keeping - how you handle deeds, plots, work orders, memorials, communication, and how and what you report on.

Define your system requirements - without clear requirements, there’s a risk of over-engineering the system, adding unnecessary complexities or higher costs. Conversely, under-scoping requirements may result in a solution that fails to address your critical needs.

Identify critical functional requirements - list the essential functionalities that the new system must have. This may include features such as burial records management, digital mapping, scheduling, financial reporting, memorials management or CRM. If you use formal tender or quotation requests, this may form an important part of your appraisal.

Consider non-functional requirements - non-functional requirements are also important. Look at factors such as system hosting, security, data privacy and compatibility with existing infrastructure. Your data is one of your most valuable assets, so it’s important that your vendor is able to provide peace of mind and mitigate any potential risks.

This by no means an exhaustive list - other things to consider - get your staff involved, ensure you get the most from demos - get them tailored to you and with the right people in the room, and research the market - ask your colleagues within the profession for their experiences - who do they recommend?

We’ve created a FREE eBook that gives you all of this in detail:

Step 4: Avengers assemble

Switching is very far from being a one-person job. Building the right team and empowering the right people to take ownership is critical.

And that goes for both parties.

Both you and your new partner should clearly define their roles and responsibilities in the partnership from the outset. 

This includes assigning key personnel from each organization in terms of who’ll be responsible for project management, support and decision-making - doing this will help to enhance communication and ensure a smoother transition.

Assign ‘champions’ within your organization with key responsibilities and powers of decision making to provide leadership, and bring your team along with you on the journey.

Change of any sort means bringing people along with you - it needs buy-in. Your champions are there to motivate and inspire, to influence, to problem solve and help with communication.

Discover 5 benefits of digital transformation champions.

Some practical actions to consider:

 Appoint a project lead - someone who will coordinate between your team and the vendor (your vendor should have their own project manager to guide you through the process, and ideally a customer success manager, part of whose job it is to ensure you get the most value from the switch).

Include key staff - bring in voices from every department, inc. admin, finance, IT, and groundskeeping.

Define milestones - set objectives, timelines, responsibilities, and clear communication channels.

This all matters because a well-structured team with clearly defined roles will help to keep the switch on track, ensuring no critical area is overlooked.

Step 5: Decide on the best approach

The exact nature of the approach you’ll be taking will depend on your individual circumstances, and when it comes to switching, there is no one-size-fits-all method.

And that agility to meet your individual needs is something that should help to set the right partner apart from the pack.

Every cemetery has different resources, levels of staff readiness, and operational priorities. The way you approach the transition can make the difference between a smooth, well-received rollout, and a frustrating experience that doesn’t meet its goals.

The good news is that you have options.

By assessing the different approaches and matching them to what you want to achieve, and when, you can choose a path that minimizes disruption while maximizing positive outcomes.

Some options, include:

1. A Day Forward Approach - only new records and transactions are entered into the new system from a specific go-live date, while historical records remain in your old system / paper files. This means you can get going more quickly, while backfilling as and when you’re able - especially good when resources are limited.

It’s the fastest way to start using the new system and reduces some of the upfront complexity of a full transformation.

Essentially - you can start benefitting from the new platform quicker, but you may still be temporarily working between two systems - and reporting may be limited if historical records aren’t consolidated.

Best for: cemeteries that need quick improvements but can manage dual systems for a period of time.

2. A Modular Rollout - we’ve seen great success with this method with some customers - especially during Covid, when needs and requirements were constantly evolving.

Essentially - you can get your core functionality up and running and add new elements as you need them.. You can move into the new system in phases, for example, starting with core functionality, then into something like financials or a funeral director portal.

This allows you to meet current demands with the flexibility to grow the system as needed. Staff can adjust gradually and it reduces risk by focusing on smaller, manageable pieces.

Best for: cemeteries that want a step-by-step transition, may have limited staff bandwidth, or need to spread costs over time.

3. Full digital transformation - this is a full transformation, migrating all historical data, mapping and processes into the new system at once for a complete switchover.

It provides a clean break from your old system and processes, with staff engaged and trained on how to use a single platform from the outset. It also provides immediate access to both historical and current data all in one place.

It will require the most planning, time and upfront resources, but is best for cemeteries, crematories or funeral homes with the resources to invest in a comprehensive project and the desire for a single, unified system from day one.

With all of that in mind, broadly speaking, your approach should reflect your resources (do you have resources and capacity?), readiness (is your team comfortable with big change), and your long-term goals (do you need immediate change, or is full data transformation more important?).

Have an honest conversation with your new partner. A good provider will work with you to evaluate options, understand your unique needs, and build a transition plan that gets you to the next step without unnecessary delays.

Remember: The goal isn’t just to switch systems - it’s to ensure the new solution supports your cemetery for years to come.

A note on data

Throughout all of this - the integrity of your data is paramount.

Remember - bad data going in means bad data coming out. In the beginning, your technical consultant should make sure they’re able to gain access to and extract your data. They should then ensure that they understand it fully in order to raise any issues before it’s migrated across.

That will more than likely mean cleaning it up - identifying any errors or formatting within it that may result in problems down the line.

And because you know your data better than anyone, your role is the most important in making that happen.

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