Told Once
The family reports a death once; every letter to the deceased stops.
The job
Handles a bereavement with one conversation and one named contact, then proves nothing more was sent to the person who died. The same record covers other requests customers make once, such as opt-outs, safe contact, closed accounts and text-only contact.
The moment
Each bereaved family gets one page in a condolence book, which ends by confirming that no more letters were sent.
The CEO turns to one page: the family told the organisation on 14 March, and 0 messages have been sent to the person who died since.
The page from before the app went live shows an average of 6.4 messages sent to the deceased, one of them a "We miss you, come back for 20% off" offer.
Nobody in the room speaks for a moment.
What it does
- Open a bereavement case
- Suppress outbound across systems
- Start the closure or transfer checklist
- Draft a condolence note
- Open a fix card for a leaking system
What you see
A condolence book, one page per family, closing with 'no letters sent', plus a leak ledger that trends to zero system by system
What it moves
Messages sent to a deceased customer after the family told us (per family and per system, with a target of 0), the days until every system has stopped contact, and a check-in with the family after 30 days.
Built for
- Contact-centre operations
- CX leaders & VoC
- Marketing, brand & comms
