Case Study: Leading Funeral Provider improves call handling and customer experience with Lemon Business Solutions

Large Independent Funeral Director

Leading Funeral Provider, a national independent funeral director, was struggling to manage calls during busy daytime periods and out of hours, with on-call teams delivering a poor customer experience. Lemon Business Solutions was brought in to improve call handling and ensure urgent “at-need” calls were quickly routed to the duty funeral director, using 24/7 call management and business process outsourcing services.

Lemon Business Solutions redesigned the call journey by diverting busy or unanswered branch calls to its trained funeral team, routing all out-of-hours calls to the team, and setting up dedicated lines for key coroner contracts. The result was faster, more compassionate call handling, improved answer rates, fewer abandoned calls, better work-life balance for on-call staff, and more funerals arranged because vital calls were no longer missed.