For the largest funeral services operator in Australia and New Zealand, the phone is where almost every customer relationship starts. Families call in their most difficult moments. Every one of those calls matters.
Across several hundred locations and dozens of brands, the volume of calls that network generates every day is enormous. That volume is a business asset – if you know how to use it.
This provider did not just want a reporting dashboard. They had their own internal data lake and business intelligence tools already in place. What they needed was structured call data – raw, detailed, and engineered to plug directly into their own analytics pipeline.
The Problem
Standard reporting was not enough.
The provider needed call data that could flow cleanly into their own systems – structured to match their data lake, ready to query without manual processing, and reliable enough to sit alongside sales figures and customer spend data in their own BI tools.
Without that, the call data their network generated every day was going to waste.
What Changed
Custom call data fed directly into their data lake meant Callation built reporting output engineered specifically to fit the provider’s own data structure. The data arrived clean, structured, and ready to query – no manual reformatting, no intermediate steps.
Correlation against sales and spend data meant analysts could match call volumes against sales figures and average customer spend inside their own BI tools. Callation provided the call side of that picture – precise, granular, and reliable.
Missed call identification across the network meant every unanswered call across every location was logged and visible. Analysts could identify missed calls at any level – individual funeral home, region, or network – and the teams responsible could follow up directly.
Security roles meant data flowed to the right person at the right level. Location managers saw their location. Regional managers saw their region. National analysts saw the full network. No one saw more than they needed to.
Five years of call data retained by default gave analysts the depth of history needed to run meaningful trend analysis across hundreds of locations. The data was there, clean and accessible, whenever it was needed.
The Outcome
Call data now feeds directly into the provider’s BI and analytics pipeline. Call volumes are matched against sales data and customer spend. Missed calls are identified, followed up, and opportunities are recovered before they are lost.
Almost every arrangement begins with a phone call – often from someone in distress, often time-sensitive. At this scale, a missed call is not just a lost booking. It becomes a measurable pattern. With the right reporting in place, that pattern is visible and the network can act on it.
About Callation
Callation is a cloud-based platform for call reporting, accounting, and analytics. It works across a wide range of phone system vendors and platforms. Reports are built for accuracy and simplicity, the platform is cloud hosted with no servers to manage, and data is retained for five years as standard with options to extend.
