This Customer Success Manager Takes Pride in Helping Funeral Directors Spend More Time With Client Families

Posted March 2, 2022

5 min read

As a licensed Funeral Director, Kayla Hall worked in the funeral industry for 6 years before joining the CRäKN team as a Customer Success Manager.

“I truly love serving families and being there for them during their most difficult times,” she says. “I was dedicated to helping the families I served celebrate the lives of their loved ones. Being able to stay connected to the industry through CRäKN is a blessing. Being able to help funeral directors better serve their families has truly been a blessing in disguise,” she adds.

In her role as a Customer Success Manager, Kayla works with clients to ensure CRäKN is working efficiently for them—in all aspects. That includes making sure clients receive knowledge about the product, and it also involves providing the tools they need to adequately utilize the product for its time-saving features.

Read our Q&A spotlight with Kayla where she shares what a typical day looks like for her, what her superpower is, a situation that recently made her smile—and much more.

Q: What does any given day—or a “typical” day—look like for you?

Opening my email is the first thing I do. I will immediately begin to solve any issues, or reply back to my clients if they have questions. Then I begin to go through my checklist to complete tasks for that day. Throughout the day, I am communicating with clients andcoworkers. Our daily duties are to take care of clients in whatever way is needed.

Q: What is something you enjoy about your current role?

As Funeral Directors, we want to dedicate our time getting to know the families we are serving, and also getting to know their loved ones who have passed on. We are there to serve them. With that being said, we still have a process that usually involves paperwork, or a system to store information needed. Being able to offer Funeral Directors a program that allows them to spend more time with families and less timebehind the desk is a great feeling.

Q: What’s the best advice you ever received?

The best advice I have ever received was from my grandfather and that was to give my all to my career in life. Work hard, but don’t play harder. Save your money to the best of your ability, invest in retirement at an early age. And when you retire and are comfortable, relax and enjoy what you have worked so hard for.

Q: What are you most looking forward to in the coming months at CRäKN?

In my coming months at CRäKN, I am looking forward to the many ways we will betteraccommodate our clients to make this program even more efficient. As the world changes, we change, and that brings so much excitement to us.

Q: If someone didn’t know what Customer Success was, how would you explain it to them?

Customer Success is making sure our clients are receiving their desired outcome from our business and program. We provide the tools and assure they are reaching their desired goals from CRäKN.

We are here when clients have concerns or issues, and make that concern a priority to be resolved. We are also tasked with keeping the communication steady throughout the process as well.

Q: When you were 10, what did you want to be when you grew up?

Growing up, I always wanted to be involved in the medical field. So after graduating high school, I began working at a local pharmacy. From there, a few years later, I became a CNA and strived to make sure my patients were comfortable and happy.

After marriage and children, I decided to be a Funeral Director. I realized then, that was my passion. After seeing CRäKN, I knew they were much more than a case management tool, and it was an experience I didn’t want to pass up. What better person to take care of a client through this process than one who has had personal experience in doing so?

Q: What would be your superpower and why?

Definitely “super strength”. I say that because we are always faced with so many challenges throughout our lifetime—challenges that could make us or break us.

I personally have never let a challenge break me. Regardless, we pick ourselves up, and keep moving forward. We may be sluggish in the beginning, but walking through that challenge will only make you stronger than you were before.

Q: What’s something that recently made you smile?

Something that recently made me smile was a few nights ago I was in the kitchen cleaning up after dinner. My 8-year-old son said, “Mom, can I wash the dishes?” I immediately asked why as he had never asked that before. He replied, “Mom, you’re always cooking, cleaning, and washing the dishes. I would like to help you tonight!” I was so happy not because I wasn’t having to put in the work, but because I then realized I am raising a boy who is going to be a great man one day.

Curb Chaos & Save Time with CRäKN’s Efficiency & Productivity Tools

CRäKN curbs chaos—so you can focus your energy on serving your client families. Much more than a case management tool, CRäKN also allows you to save time, prevent duplicate work, reduce errors, and improve your daily operations.

When you save 3+ hours per case with CRäKN’s efficiency tools, that means you spend far less time on paperwork and processing, and you can spend more time doing what you enjoy each day.

Interested in learning more?, request a personalized demo today.

Categories: Industry


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