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John Del Mixon, VP of IT for Service Corporation International (SCI), speaks about how MetTel helps with SaaS in the back-end systems, increases their network security and enhances interactions with customer engagement.
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Customer Story with SCI: How Infrastructure Supports Customer Engagement
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Video Transcript
My name is John Del Mixon, VP of Technology for Service Corporation International. We’re based in Houston, Texas, and we’re a very large group of funeral homes and cemeteries, about 2,000 in number, with about 20,000 employees that we manage in the United States, Canada, and Puerto Rico. MetTel is a very key partner of ours; they help us with a lot of our legacy phone management, providing support, and guiding our strategy. They offer overall direction on how to create a more integrated and seamless infrastructure for our 2,000 locations.
Over the last five years, our focus has been on laying the foundation for applications and infrastructure in the corporate environment. We’ve transitioned to software-as-a-service for financial applications, HR, payroll, and other back-office functions, using state-of-the-art best-of-breed Tier one application providers. Now, we’re shifting our attention to the customer-facing world where our funeral directors and cemetery staff work with families during a challenging time. We aim to digitize this experience, offering our customers more choices and a more engaging environment during these difficult moments.
We continually question how to stay relevant to consumers, acknowledging that the way funeral and cemetery services have been conducted in the past may not be how they’ll be done in the future. So, we’re making sure our network of 2,000 locations is equipped with secure, high-performance infrastructure to support digital technologies seamlessly. Our vision is to extend a working model of good location-level technical infrastructure that can scale and be flexible to meet varying business sizes and consumer expectations.
In the next several years, we plan to have a strong foundation across our network, ready to accommodate additional applications and services in digital formats. When introducing new ways of doing business, addressing the cultural aspects becomes essential. Our associates vary in their comfort with technology, but we focus on keeping them engaged and excited throughout the journey. We’ve been pleased with how the company has embraced these technologies, even those who were initially hesitant have come around when they’ve seen the benefits in serving families even better than before. It’s a journey that requires patience and gentle nudging to ensure everyone is on board.