Case Study: Phaneuf Funeral Homes & Crematorium achieves higher customer satisfaction and lower costs with Stericycle’s Directors’ Choice Answering Services

Phaneuf Funeral Homes & Crematorium - Customer Case Study

Phaneuf Funeral Homes & Crematorium, the largest funeral service provider in New Hampshire with five locations, was losing staff time and business due to gaps in its legacy answering service. Funeral directors were spending too much time on routine calls, overnight calls from grieving families weren’t being prioritized, and pay‑per‑call billing provided a low return on investment. To address these issues, Phaneuf implemented Stericycle’s Directors’ Choice Answering Services.

Stericycle delivered an integrated solution — including specially trained agents, web chat, overnight message prioritization, call outcome tracking and a mobile app tied to Phaneuf’s Funeral Home Management System — that ensured after‑hours calls are quickly routed and tracked. The result was improved efficiency, greater staff flexibility, higher customer satisfaction, reduced risk of lost business from slow callbacks, and better value through flat pricing, demonstrating clear gains in responsiveness and ROI for Phaneuf.

Phaneuf Funeral Homes & Crematorium

Buddy Phaneuf

President