The Challenge
The decision to switch from their existing vendor was a necessary response to escalating challenges stemming from their legacy system.
The core system was no longer meeting the service's functionality needs, but the most pressing concern was the risk to data security and service continuity.
"We'd been struggling with the functionality of our system for quite some time."
The previous system relied on a physical server backup in the manager’s office, and critically,
"There was only one person in IT that understood that system, and he was close to retirement."
This potential single point of failure necessitated a change that would allow the service to restart immediately, something the existing system couldn’t provide.
In addition, operational tools were outdated. The team was reliant on large, physical paper maps, kept in fireproof cabinets. This made locating graves a step-heavy process, involving looking up records, cross-referencing maps, and then plotting a simplified location onto a visitor guide.
This often meant staff leaving the office to meet people on-site, consuming valuable time.
Furthermore, the old system didn’t allow for funeral directors to book burials out of office hours, a limitation hindering efficiency for the service, the funeral directors and crucially, for families.
Managing the wide range of memorials was also a manual effort, with staff physically looking through memorial cards to track expiry dates.
The challenges weren’t just technical; the service also manages the extensive maintenance and grass cutting for all their facilities, including the 11.5-hectare Stoney Royd cemetery, presenting geographical and topographical challenges that further emphasized the need for modern, accessible data management.
The Solution
Recognizing the imperative to move "with the times," Calderdale Council looked for a cloud-based solution that offered not only improved data management and security but also a robust digital mapping capability.
The search led them to PlotBox
There wasn't anybody else out there i felt would meet our needs.
The adoption strategy was direct and empowering for the staff: "What we did was say to the office staff, ‘Play with it. You've got to test the site. You can't hurt it."
This approach, supported by "very comprehensive training," training modules, and checklists available in the portal, helped to ensure smooth internal adoption.
PlotBox rapidly transformed the team’s ways of working in a number of ways:
Digital Mapping
The digital mapping solution provided a significant upgrade from paper maps. Staff can now instantly find a grave when a member of the public or a mason rings with an inquiry.
“I love that a memorial mason or a member of the public can ring, wanting to know where a particular grave is.” said Deborah.
"That’s helped us an awful lot with a mason looking for somewhere within the cemetery. Now they can just ring us, and we can locate it for them."
This immediate, visual access is a "real bonus" for the team, freeing up staff time previously spent on searches and on-site appointments.
Even when facing challenges with drone flights at the hilly Stoney Royd due to tree coverage, the PlotBox team was able to provide a solution utilizing overlays.
Better communication with funeral directors
The new funeral director portal, accessible 24/7 via a mobile app, solved a major pain point by allowing them to book cremations and burials online at any time of the day or night. This flexibility allows funeral directors to provide answers to families at their time of need, while cutting down on paperwork, saving time and streamlining communication.
Memorials Management
One of the most significant time-savers was in memorial management. PlotBox automatically tracks memorial expiry dates, replacing previous time-consuming manual processes.
“We found [PlotBox] really very helpful, because it knows when[memorials] are up for expiry. Before, my assistant manager had to look through all the memorials cards, and I know that's made her life a lot easier.”
Crematorium Reporting and Compliance
While the core cremation process itself remained similar, PlotBox provided the necessary digital reporting for the medical referee, and crucial financial information to, "keep an eye on the budget situation, and report back on how busy we are."
The system's compliance benefits were extensive, providing secure digital record keeping and aiding in adherence to CMA industry standards.
High quality of support
Deborah praised the PlotBox solutions consultant for their initial reassurances and highlighted the ongoing support from the PlotBox customer success manager and project manager.
"Our PlotBox manager went over and above in looking after us."
The project manager, in particular, was acknowledged for her "calm demeanour" and understanding that she was dealing with people "who aren’t completely comfortable with computerization."
The Results
PlotBox has delivered both operational excellence and essential business protection for Calderdale Council's Bereavement Services. The service now has
"secure digital record keeping" and a robust business continuity plan, eliminating the reliance on paper-based legacy systems.
The
digital mapping solution has not only helped to simplify and make processes more efficient, but remote access to data has also become a tool for succession planning.
By making data more easily accessible from the office, the team can tap into a single source of truth that supports their philosophy of a multi-skilled, resilient workforce.
The service's success and satisfaction with the system are evident in their direct endorsement to their peers.
Deborah Anderson confirmed she has already recommended the platform: "Yes, and I have - we were at an APSE conference earlier this year, and a colleague (who was replacing their system) asked us if we would recommend PotBox. We said yes, without a shadow of a doubt.”
In all, the project has been declared
"a win-win situation," reflecting
PlotBox's profound impact on the efficiency, compliance, and resilience of Calderdale’s critical bereavement services.
