The Challenge
"Every single contract, every single family has their own story. Everything is so unique...We spend a lot of time on that, trying to treat everyone the same, but accommodate them based on their situation."
Prior to partnering with PlotBox, the DOTCC contended with legacy desktop software, paper-based contracts, and fragmented cashiering workflows that created systemic risk across three core operational areas:
1. Resource bottlenecks
Administrative personnel routinely stepped away from primary duties to manage walk-in map inquiries, cross-reference physical binders, and take manual telephone payments. Staffing constraints made it impossible to scale family services during peak visitation periods without adding administrative headcount.
"With cemeteries, you're dealing with history dating back decades...Keeping up with different decades and the technology, making people adopt it, that's the most challenging area."
2. Financial disconnects
Posting payments required manual double-entry - once into PlotBox, and then into a credit card machine, introducing the risk of human error, and the possibility of reconciliation mismatches.
3. Service limitations
Staff were unable to accommodate families seeking grave locations, account balance details, or payment options outside standard office hours. Legacy workflows failed to engage younger, digitally savvy family members who expect self-service options.
"When I first started, they used to do contracts on paper...I said, it almost feels like it’s back in the 1950s here... Every single time that we try to implement something, there’s always that fear of the team wanting to do things just like we used to do in 1907."
The Solution
The DOTCC initially implemented PlotBox’s core platform, then later paired this with EverAfter Connect, unifying financial ledgers, operational workflows, and family touchpoints into a single cloud ecosystem.
Via EverAfter Connect, they also initiated a straight-to-grave flower delivery program, in conjunction with a local florist.
PlotBox Pay
Replaced standalone payment terminals with native merchant processing, payments and billing directly connected to central contract files. Transactions processed online or in office automatically now sync with primary accounts, removing the need for secondary ledger input.
"What was great about PlotBoxPay was that it was all integrated, so you didn't have to worry about those manual entries anymore...it was one step less prone to having an error."
EverAfter Connect
The DOTCC established their own branded public portal, allowing families to search burial records, access interactive grave maps, view real-time account balances, and execute one-time or recurring auto-payments anytime, from any device.
E-commerce gains
A local floral partnership (Pinkz Flowers) enabled a flower delivery service to be managed via EverAfter Connect. Families can now order silk arrangements online for birthdays, holidays, or anniversaries; the partner florist fulfills and delivers directly to the grave site with zero administrative, operational, or grounds labor.
"The more traffic you have from customers... and these things pop up that say, 'Do you want to buy flowers?'—I think that's going to increase the sales...Why not get the revenue?"
The Results
Financial ledger improvement and less audit friction
PlotBoxPay removed manual merchant batch runs and reduced the risk of ledger discrepancies. System-wide ledger entries match captured funds automatically, reducing month-end close overhead and strengthening internal audit controls.
"Now with PlotBoxPay, the amount taken from the customer is the same amount that is going to be in the system...Not only does it help with being more efficient, but being more accurate."
E-Commerce margin expansion with zero capital expenditure
The integrated floral delivery service turned memorialization into a passive, recurring revenue stream, with no overheads. Families now receive a valuable way to honor loved ones remotely while cemetery grounds and admin teams can remain focused on core operational priorities.
Time savings and enhanced customer experience
EverAfter Connect now lets families locate their loved ones on their own, reducing the labor-intensive task of staff marking locations on a paper map, while PlotBox Pay allows them to schedule their own payments online, reducing routine phone calls and administrative walk-in inquiries.
"The website is kind of like an extension of us. You might work until 5, and by the time you get out, we're not open. But you can always go to the website and find your answer there...It just speaks value."
Reputational improvement
Modernizing customer access has helped to elevate community perception, reflected in improving customer reviews - validating leadership’s commitment to modern, compassionate stewardship. Adriana reflects on how this is helping them on their journey to where they want to be:
"Three years ago, our reviews were poor. Today, if someone goes on Google, everything new is positive. It really sends out a message that this leadership is doing their best to better both locations."
