69% Increase In Google Reviews in One Year
Improved Visibility Across Locations – Increased review volume and rating consistency across all funeral home locations.
Streamlined Review Management at Scale – Built a centralized system to monitor and respond to reviews across all properties.
Consistent, Compassionate Review Responses – Maintained a near-perfect response rate and ensured replies were appropriate for a sensitive industry.
Each location had its own review process, making it difficult to ensure consistent, timely responses.
Many properties had very few Google reviews, limiting their visibility and credibility with prospective customers.
Without a unified system, it was challenging to track customer feedback, gauge audience sentiment, and keep brand responses aligned.
Collectively managing reviews across 60 locations on disparate systems was taxing on local teams and fragmented internal and external communications.
We implemented a unified system to track and manage reviews across 60+ locations, leading to faster response times and better organizational oversight of customer sentiment.
We developed branded response workflows and equipped account managers to handle replies with empathy and grace, culminating in a 99% year-to-date response rate.
Through improvements to customer service workflows, Google reviews grew by 69% from 2022 to 2023 across locations.
Average Google ratings rose from 4.5 to 4.7 thanks to more consistent, and strategic engagements, enhancing visibility and credibility.
By centralizing and refining NorthStar’s review management process, Intellibright helped improve brand visibility, credibility, and response times across all locations. Through a unified system, NorthStar was able to foster stronger relationships with customers and respond more thoughtfully to reviews, all while enabling each location to become easier to find–and easier to trust–for families searching for assistance in one of life’s most difficult moments.
2,000+
4.5 to 4.7
99%
At Intellibright, we work with dozens of clients, not hundreds or thousands. We are an integral part of each client’s business. Let’s connect and discuss how we’d make great partners for you.
