How to Manage Pre-Need Cases Effectively

Overview

When a family completes a Pre-Need Arrangement online, the quote they receive only covers the basic service package. This allows families to start planning without being overwhelmed by too many options.

Your role is to follow up with the family to review their needs and provide a complete quote that reflects all service options they may want.

💡 Why the Pre-Need Arranger Shows a Basic Quote

The pre-need form is intentionally simplified.

Keeps the process approachable: Families can get an initial idea of cost without needing to choose every option upfront.
Encourages more inquiries: A short, simple form converts better than one that feels like a full arrangement.
Allows for personalization later: You can have a meaningful follow-up conversation to ensure every preference is reflected in the final plan.

This approach helps families take the first step while giving you the opportunity to guide them through their options personally.

📝 Best Practices for Handling Pre-Need Cases

1. Customize Your Pre-Need Email Template

Update your default email template so families clearly understand what the initial quote represents.

Example template:

Subject: Your Pre-Need Quote from [Funeral Home Name]

Hi [Family Name],

Thank you for starting your pre-need arrangement with us. The quote you received is for our basic service package and is meant to give you an initial idea of costs.

Because every family’s wishes are unique, we’ll follow up shortly to review your preferences—such as memorial services, merchandise, or special requests—and provide a detailed, personalized quote.

Warm regards,

[Your Name]
[Your Funeral Home Name]

💡 Tip: Save this as your default “Pre-Need Confirmation to Family” email template in Parting Pro so it’s automatically used whenever a pre-need case comes in.
Learn how to customize your email templates →

2. Follow Up Promptly

Reach out to pre-need families within 24–48 hours of receiving their inquiry.

Pre-need families may not be in a rush to decide, but timely, professional communication helps you stay top of mind.

3. Use the Follow-Up to Educate

Keep your initial conversation educational and helpful rather than sales-driven.

Example prompts:

“Would you like to include a memorial service or keep it simple?”
“Are there particular items or keepsakes you’d like to include?”

This gives you insight into what they value most while helping them understand available options.

4. Keep Notes Updated

Document family preferences, follow-ups, and next steps in the case notes.

This ensures continuity if another staff member takes over the conversation.

✅ Key Takeaway

The pre-need online arranger is a starting point, not a full quote.

By customizing your communication and following up quickly, you’ll provide clarity, build trust, and guide families toward a complete and meaningful plan.

How to create a New Case in Parting Pro

Adding a new pre-need case to track pre-planners

Customizing Your Email Templates

Setting Up Reminders for Family Communications

How to Add and Manage Events in a Case (Beta)