Supporting families when it matters most

Baroka Funerals understands that supporting families during difficult times requires both compassion and efficiency. Every interaction matters, especially when helping clients after the loss of a loved one. Their dedication to providing caring, reliable service has made them a trusted name in South African funeral services.

The challenge: disconnected communication

Before implementing Cue, Baroka Funerals faced several communication hurdles. Their team was managing messages across phone calls, SMS, email and WhatsApp. This scattered approach created real challenges for both their staff and the clients they serve.

Key issues included:

• Messages sometimes got lost between different communication channels

• Staff spent valuable time switching between different platforms

• Clients had to repeat sensitive information to different team members

• Response times were slower than the team wanted them to be

Baroka Funerals needed a solution that would help them respond to clients faster and more effectively. They wanted to make sure every message got the attention it deserved while keeping their service personal and compassionate.

Most importantly, they needed a way to centralise their communication. This would allow their team to focus on what matters most - supporting clients during difficult times.

Making communication seamless

By making use of WhatsApp Business powered by Cue, Baroka Funerals created a communication system that works for both their team and their clients. The numbers tell the story of improved service:

• Customer response rates increased 93x, meaning clients get help faster when they need it

• 80% average engagement rate shows people find the service helpful and easy to use

• A 40% reduction in customer service costs allows more resources for personal care

• 20% increase in sales through better client support

Real solutions, real impact

The Cue platform helps Baroka Funerals' team by:

Staying responsive to family needs

Baroka Funerals' team can now respond to messages quickly through WhatsApp, ensuring clients receive support exactly when they need it. The ability to handle multiple conversations simultaneously means no message goes unanswered.

Keeping all conversations in one place

Through Cue's centralised platform, every team member can access complete conversation histories and client information instantly. This means clients never have to repeat sensitive information or explain their situation multiple times.

Providing consistent, caring service

The unified platform ensures every team member has the context they need to provide thoughtful, informed support. Whether a family member reaches out in the early morning or late evening, they receive the same level of attentive care.

Remembering each family's specific needs

Detailed conversation histories and client profiles help the team maintain personal connections with each family. Every preference, request, and important detail is safely stored and easily accessible, allowing Baroka to provide truly personalised service.

Putting care first

The new system strengthens Baroka Funerals' ability to be there for clients. Their team can focus more on providing support and less on managing clients across different communication channels. This allows Baroka to put clients and their needs at the centre of their communication efforts.

Making a difference

For Baroka Funerals, this isn't just about better business metrics - it's about being there for families when they need support most. Their journey shows how the right communication tools help service providers to deliver better care while making operations more efficient.