Behind the Flames: Understanding Crematory Challenges and Solutions

Funeral 365 recently conducted an insightful interview with David Morgan, an independent advisor at The Cremation Consultant, to delve into the challenges faced by crematories and cemeteries in today's dynamic landscape. David, who has a wealth of experience in the cemetery industry since his teenage years, shared invaluable insights into the must-have features and solutions he would want in cemetery/crematory software. Our discussion this time was primarily focused on crematories. Read below for the excerpt from the interview.  

David started by explaining problems crematories have been facing for some time and discussing possible solutions. He identified the considerable time investment required for reentering information multiple times into systems when systems are not connected. No crematory would want to waste their precious time on data entry. Multiple entries also present the risk of data entry mistakes. He stressed the need for systems that minimize the risk of errors.  

David mentioned that if demographic information of the deceased is entered incorrectly, it can lead to mistakes such as cremating the wrong body, or conducting cremations before local regulations allow. This can cause emotional distress to the families, leading to severe legal consequences and reputational damage. He shared several examples that have led to lawsuits in excess of $25 million. He emphasized the importance of effective identification, tracking and recording of information.  

According to him, it is important that the software aligns with the state laws and regulations to avoid legal complications. Critical functionalities should include accurate identification of the body, meticulous matching of documents and caskets to the correct body, and real-time tracking within the software. The system should track the time restrictions for cremation, generate ready-to-use authorization forms for the family, and ensure a robust "chain of custody" while tracking the deceased through the cremation process.   

Transparency in cremation activities is crucial, requiring coherent communication between the funeral homes and the receiving crematory in the case of trade crematories. David expressed the importance of accurate information in real-time to avoid potential risks during the process.  

Cloud security emerges as a top priority due to the confidential nature of stored data. Cemeteries and crematories cannot afford data loss to viruses or ransomware, necessitating robust backup mechanisms.  

David concludes with some vital considerations, highlighting the necessity of user manuals for every crematory and the significance of having structured processes and consistent documentation within facilities to eliminate the potential for errors. Effective training must be provided to the staff. Crematories should embrace and integrate modern technologies to minimize human errors.  

Funeral 365 provides solutions that can help solve these problems, and the best part is that the tool can be effortlessly taught to all team members, simplifying their tasks.  

David concluded by saying, “You must get it right 100 percent of the time. There is no room for error. You cannot undo a cremation.  

The interview with David provided Funeral 365 with firsthand insights into how their solution can support crematories in business growth while minimizing system errors.  

Who is David Morgan?  

After a career in healthcare management, David returned to the Death Care Industry by acquiring Brooklawn Memorial Park, a small cemetery and crematory in Maine. Through strategic restructuring and significant investments, he transformed the crematory into the largest facility in the state, performing almost 4,000 cremations annually and capturing 25% of the Maine market. He and his team pioneered the state's first computerized tracking system, staff certifications, and a rigorous quality assurance program. After selling Brooklawn in 2021, Funeral Directors sought his expertise, leading to the creation of the Cremation Consultant.  

For more details about David and the services offered by Cremation Consultant, click here.