Enhancing Service: How Miller Funeral Home Cares for Families

Matt Miller
Owner & Funeral Director
Miller Funeral Home & Crematory
Coshocton, OH
Average call volume: 220 calls/year

Are you actively considering how your funeral home can be more efficient, save time, and better serve families?

A few years ago, that question was on Matt Miller’s mind. He was mostly pleased with the state of his funeral home, but he knew his business had room to improve.

Then, Matt heard about Funeral Directors Life (FDL) and found a company with similar values.

“Since we started working with FDL, our processes have been a lot smoother. I don’t know how other funeral homes operate without FDL.”

Learn more about Matt and Miller Funeral Home & Crematory’s experience below.

Can you tell us a little about your funeral home’s history?

I started Miller Funeral Home & Crematory in 2010. We built the funeral home from the ground up and have grown to over 200 calls. Our staff includes several funeral directors and embalmers, a marketing coordinator, an office manager, and many part-time assistants.

Five years ago, we built another facility across town, and we now have the only crematory in the entire county. We also handle around 450 pet cremations a year and cremate for five other funeral homes.

We stay busy, so we’re always looking for ways to save time and be efficient.

How did you first discover FDL?

I first learned about FDL at a convention. I met with FDL Director of Sales Development Pam Ulery, who told me about all the services FDL provides and how they can help our funeral home. After talking with her, I realized it was time for a change.

We’ve been with FDL for several years and have been very happy with our experience. I trust Pam wholeheartedly, and I know I can turn to her with any question or need I have.

What impact did visiting the FDL Home Office have on you?

That trip was amazing! In fact, I wish it had been two or three days longer. There’s a big difference between communicating with a company over the phone or email and seeing them in action. I got a great sense of who FDL is and its values simply from walking around its building and interacting with its people. The folks there are so welcoming and eager to help.

It’s also incredible how many businesses are under one roof! Between FDL, Passare, Claimcheck, Directors Business Solutions, and more, a lot is going on. Still, they are all moving in the same direction and have the same goal of helping funeral homes.

Learning more about FDL’s services and offerings was a great part of the trip. They gave us so much information. I couldn’t wait to get back to the funeral home and start implementing everything – especially FDL’s livestreaming!

How has your experience been with FDL’s livestreaming service?

We’ve been very happy with the livestreaming service, and our families appreciate it, too. The platform looks professional, and it’s easy to use. Several families reached out to me after a funeral to say how much they appreciated watching a service through the livestream. We enjoy being able to offer that service to families.

Was getting set up with FDL’s livestreaming service simple or difficult?

The setup was very simple. I was initially nervous because before FDL, we tried livestreaming ourselves with a tablet or phone, but it never went according to plan. I thought the learning curve would be challenging and time-consuming, but I was pleasantly surprised. I learned how to set up and use the cameras, when to change angles, zoom in and out, etc.

Why do you think funeral homes should offer livestreaming services?

The pandemic is what started bringing livestreaming into funeral homes. But some families have forgotten how important livestreaming can be. Having a recording of the funeral is a priceless gift.

One time, we had a really personalized and special funeral. The eulogy, music, and ceremony were all great. Afterward, the loved one’s daughter approached me and asked me if it was recorded, and I had to tell her it wasn’t. She was crushed. I wish we could have gone back in time to record it for her, but you can’t get that moment back.

Now, we offer livestreaming to every family and have them sign a form that details whether they want the service or not. I always tell families that they may never want to relive that moment again, but if they do, they’ll be devastated that they don’t have that recording to do so.

What is one thing that sets FDL apart from other funeral home partners?

Over the years, we’ve worked with many other companies. Most of those companies were happy where they were and didn’t strive to be better.

FDL is different. FDL is always moving forward and asking how things can be better. They’re never satisfied, which is fantastic for their customers! I’ve been in funeral service for decades and still constantly wonder if we can be better. I feel better having FDL on my side because they think the same way.

What would you say to someone interested in partnering with FDL?

I constantly recommend FDL to my friends in the funeral profession, and I’ll continue to do so. I can’t say enough good things about FDL and the work they’re doing. I can’t imagine managing our funeral home without them. There are many good options for funeral home providers, but I have a hard time believing any of them are doing as good of a job as FDL.