The Challenge
According to Ryan, the sheer age of the cemetery was the single greatest challenge to Forest Hills' operations.
For generations, records were handled by different people who "changed, adapted and tried to improve" their methods, resulting in a vast but inconsistent collection of data.
Ryan reflected that prior record keeping was "all over the place", lacking a central location for critical information.
This made locating historical records time-consuming.
The older system - an Access-style database - contained minimal information, forcing staff to “chase down” physical paper records across multiple areas.
This ultimately required a great deal of effort, and as Ryan explained, in order to verify information, staff often had to go through a 3 inch thick folder “just to figure out the one thing they needed".
With the cemetery being so old, many records were difficult to read, making it more difficult to locate grave locations for family members.
"That phone call was terrifying, and you feel as vulnerable as you can be in your profession, when you feel like you did a good job, only to let them down."
The Solution
The decision to adopt PlotBox was driven by both personal experience and a recognition by Ryan that the wider cemetery profession needs to embrace technology.
Having personally dealt with the fallout of double sales and the impact on staff and families, Ryan began championing a tech solution that would overcome these challenges.
He realized that the cemetery needed to "get with the times" and leverage technology, noting that successful, modern companies use technology to their advantage.
"You have that real-time accuracy, knowing what's available when you're out there, that's confidence."
Forest Hills wanted a solution that was capable of growing and changing with both the needs of the business and the wider profession. Their absolute must-haves centered on achieving "real-time data and accuracy" to eliminate delays, and allow them to move away from paper-based maps and processes.
The implementation process was both "positive" and "challenging".
The challenge was primarily internal, stemming from the fact that Forest Hills was transitioning directly from paper.
That said, Forest Hills felt empowered to “move forward" rather than dedicating years to endless preparation, with Ryan reflecting that while they were “still never going to be prepared to move forward" [because of the sheer amount of paper], it allowed them to transition and begin reaping the benefits.
PlotBox advised a strategic approach to mapping the cemetery - focusing initially on core sales sections and mausoleums, rather than attempting to map all 275 acres immediately.
In all, Ryan felt that the mapping process was "fairly easy", resulting in a map that now works "flawlessly" for their needs.
As well as this, the digital nature of the system means that Forest Hills is now receiving updates from PlotBox quickly, with Ryan noting that “being ahead of the game" meant they could offer solutions the cemetery didn't even realize it needed yet.
The Results
By implementing PlotBox, Forest Hills has seen a range of positive impacts across all aspects of the operation. The most immediate of these was the streamlining of sales and admin tasks.
Contract generation.
According to Ryan, the ability to generate contracts and deeds electronically saw the "biggest impact" and fundamentally accelerated and modernized their sales processes.
The previous manual processes - which required retyping sales documents 3 - 4 times due to changes - was eliminated. This change reduced stress on sales counselors and improved the level of professionalism afforded families.
"What took 30 minutes or more to type up on a contract is less than 5 minutes now."
Document management.
Establishing a new ‘single source of truth’ solved problems that stemmed from decades of scattered and disjointed documentation.
Records that had previously been dispersed across multiple buildings, [sometimes moved by staff who decided papers should go "elsewhere" rather than in the designated folder], are now in one, easily accessible central location.
This now makes data much easier to find and manage accurately.
Cremation processes.
The cremation process was also immediately streamlined. Having a central location now means the crematory operator no longer needs to rely on the main office for paper records and information required to handle their responsibilities.
"It's definitely streamlined our cremation process more.”
Work orders.
While Forest Hills is preparing to implement the work order module, Ryan confirmed that even before that, they already "know that having a database that tracks it, who did it, when it was done" will dramatically improve efficiency compared to their previous reliance on paper and Excel spreadsheets.
These old methods frequently resulted in lost work orders and an inability to track quantity or status, something the incoming work orders module will allow them to overcome.
Digital mapping and data cleanse.
The process of digitally mapping the cemetery exposed discrepancies within the existing data, enabling them to rectify inaccuracies using a data cleansing exercise.
Ryan explained that the mapping process revealed where Forest Hills had a "disconnection" in its records, which then enabled them to accurately link data and locations.
This process brought to light inventory they previously thought was sold, including return graves that weren’t properly recorded in the old system, gaining new stock of sellable inventory.
He’s also confident that as they continue to expand mapping across the full 275-acre property, more inventory will be discovered.
"We did gain some inventory that was returned and never properly recorded in the old system."
Memorial Day and calendar events.
Digital mapping has also revolutionized logistics in terms of event management. For example, by using PlotBox, the cemetery now knows when a flower bed has been purchased, while digital maps allow staff to "easily find locations that otherwise were hard to find" on paper maps.
"The accounting's happening right away, the record keeping's happening right away, and the family members are getting their information right back to them right then and there."
Mausoleum management.
For managing internal structures, the mausoleum mapping offers much greater accuracy and visibility. The new digital view it provides eliminates any confusion from paper maps covered in "scribbles, cross-outs and notes”.
By viewing the "overall blueprint" of the mausoleum on-screen, sales counselors are more confident that they’re selling the correct location. This means fewer errors than when trying to discern one rectangular crypt from another on a flat sheet of paper.
Long-term planning and recruitment.
Looking beyond the immediate impacts, Ryan noted that the new system is helping Forest Hills adapt to long-term challenges, particularly in staffing.
A modern software platform like PlotBox makes deathcare organizations more attractive to younger generations who expect to be utilizing current technology.
"We're dealing with an organized structure, so even if people do change out, we don't have to keep reinventing the wheel every time someone comes in."
Furthermore, the new single source of truth created means that as staff retire or leave, the organization has an "organized structure" and doesn't "have to keep reinventing the wheel every time someone comes in".
This efficiency will allow Forest Hills to operate successfully even if they struggle to find new employees, providing a long-term competitive advantage.
Financial management.
Ryan also spoke to the clear benefits that PlotBox is providing in terms of financial management.
Noting that financial data for contracts is now "being generated automatically and accurately" and sent directly to accounting, it has replaced the more time-consuming convoluted, month-long paper chain.
This foundation, he said, ensures that they’re in a better position for future upgrades, including further improvements to their accounting platform.
“PlotBox really does build relationships with their clients long-term, and is willing to adjust for their needs."
A Successful partnership.
Finally, Ryan emphasized that the relationship with PlotBox was a major success factor. He praised the implementation team for their support and highlighted the ongoing post-go-live relationship with their Customer Success Manager as "very responsive and helpful".
“The benefit it does to your business is intangible and unmeasurable. We’ve made a relationship, we’re not just a client."
The main advice Ryan would give to other cemeteries considering a digital transformation is to focus on timing and planning - “master one area before moving to the next” - and understand that digital transformation is a significant change to the entire operation.
