The Quincy Memorials Group
The Challenge:
Modernizing a Memorial Industry Leader
Background
Embracing technology to streamline operations and give families more flexible, modern options for creating memorials was no easy task. The industry leaders at The Quincy Memorials Group needed to tackle how to preserve their commitment to the personal, relationship-driven approach at the heart of their business, while gaining more visibility into their business and sales process.
Challenges
Customer expectations shifted and technology rapidly advanced, and the team faced growing obstacles. Their existing processes were already cutting-edge for the industry, but largely manual, leading to delays in order management and inefficiencies in communication. Reporting was time-consuming, making clear visibility into sales performance or customer needs difficult. Most importantly, they needed to adopt new digital tools without losing the heartfelt customer service and understanding that defined their reputation.
Solutions
Salesforce Adoption
Introduced Salesforce as the central platform for customer and sales management, ensuring the team could streamline data entry, manage relationships more effectively, and establish a foundation for growth.
Order Management Upgrades
Modernized the order management process to reduce manual steps, eliminate errors, and provide real-time visibility into order status — creating smoother operations from intake to fulfillment.
Sales Automation
Deployed automation to simplify lead follow-up, quoting, third-party integrations, and deal tracking, freeing the sales team to focus on building relationships and closing faster.
Outcomes
Faster Time-to-Lead & Time-to-Deal
Sales reps can now respond to inquiries and move deals through the pipeline significantly faster, particularly website and cold leads, improving conversion rates and customer satisfaction.
Heightened Business Visibility & Reporting
Leadership gained clear, real-time insights into sales activity, pipeline health, and operational performance, supporting data-driven decision-making.
Serious Tech Upgrades
The organization runs an increasingly modernized, integrated system that replaced outdated processes, positioning them for long-term scalability and efficiency.