In order to assist our cremations team when they are busy, the customer care team may act as a concierge to take calls and assist with general existing client enquires, imminent client notifications and new client first calls.
Please refer to the Safewill Cremations Handbook for detailed information on cremations.
You can typically tell which kind of enquiry it may be by the aircall number the client has called. If it is a new client, you can find the call records in the leads under the template "phone new leads" to update with their information.
Aircall number | Aircall name | Type of call |
1300 230 251 | 24/7 Pre-Arranged Cremation | Pre-arranged imminent notifying of guest passing |
02 8310 7837 | SWC Outbound | Existing client calling to check some information |
1300 730 639 | SWC@Need | New client calling to ask about our services and potentially engage us (first call) |
Existing client calls
The NOK (client) may call to ask questions about the arrangement, such as;
Did you get my paperwork?
Can I check my tracking information?
Other general questions
Search for the clients name in the top right search bar, you can use name, contact, guest name - please complete a privacy check before disclosing any information.
If the answer to the question can be found by checking the deal information fields or the emails received please let them know you can assist them today.
If you cannot readily see the information let them know you are from customer care and you cannot currently see that information and will need to arrange a call back with their funeral arranger
If the matter is non-urgent confirm that the funeral arrangement team will need to confirm that and contact them back tomorrow.
If it is urgent please tell them you will have them called back within 2 hours.
Set a task and assign urgent tasks based on the cremations roster
Pre-arranged cremation call
These are future guests who have not yet passed, but are due to pass shortly, paperwork etc has already been completed. Calls on this number are contacting to notify that their loved one they have pre-arranged for has now passed.
You can see a list of these clients by going to zendesk and selecting the deal stage "pre-arranged (imminent)" as a deal stage or searching for their name in the top right search bar.
Follow the call scripting as per the handbook but let them know you are from customer care
With paperwork completed
Check the deal to see if the paperwork we have sent has been returned and signed in the documents section of the deal. You will only need the Transfer Authority and Services Agreement at this point to proceed
If it has, confirm their loved on has passed at the location named on the transfer document
Without paperwork completed
Confirm that we will be able to bring their loved one into care
Ask if they have the paperwork and if no resend it
If they do ask them to please sign it ASAP and send it to [email protected]
Let them know a funeral arranger will be in touch as soon as we receive it.
Once confirmed set a task if transfer needed immediately assign urgent tasks based on the cremations roster and tag the team in the cremations customer care slack channel, if it's non-urgent then set a task for Monday to organise the transfer.
Location | Form | Timeframe | Confirm |
Hospital/Palliative Care | Transfer Authority form for public/private hospitals (NSW Health) | N/A once medical clearance given, typically within a couple of days | We have all we need and we will arrange to bring their loved one into care, this will happen on Monday and we will be in touch then |
Coroner | Forensic Medicine Sydney Transfer Authority. If a regional Coroner, use the hospital transfer authority | N/A once clearance given, can be days or weeks | We have all we need and we will arrange to bring their loved one into care, this will happen once we have clearance from the coroner and we will be in touch Monday |
Nursing Home/Private Residence | Safewill Transfer Authority | 2 hours home
12-24 hours nursing home. May need to act quicker if the nursing home disclose that they don't have holding facilities | We have all we need and we will arrange to bring their loved one into care, and will now commence arrangements and be in touch within the next 1-2 hours to confirm timing |
First-call new client
Follow the call scripting as per the handbook but let them know you are from customer care.
If they wish to proceed, please take the information listed in the first call sheet and update the aircall lead with the NOK information, upload the sheet into the lead and set a task bsed on the cremations roster and tag the team in the cremations customer care slack channel, and advise the customer a funeral arranger will contact them within 1 hour.
If you need to check the approx amount for the client you can use the quote tool to see the amount but let them know the funeral arranger will cover the detailed information.
If they are not ready to proceed you can offer to send them a quote & arrange a call back with the funeral arrangement team Monday. Update the lead and book a task to assign to the team.