Question 1

How quickly can we deploy eterni at our funeral home?

Accepted Answer

Most funeral homes are operational in approximately one week. We take that time to customize your agents with you, then provision a dedicated phone number and configure eterni with your funeral home’s name, greeting, business hours, on-call schedule, and religious preferences. No hardware changes needed, just call forwarding from your existing lines.

Question 2

Does eterni require new phone hardware?

Accepted Answer

No. eterni integrates with your existing phone lines. You do not need to purchase new equipment or change your current number.

Question 3

Is there a setup fee?

Accepted Answer

Yes. A one-time setup fee equal to your first month of service is collected at signup. This covers onboarding, configuration, voice training, and dedicated launch support.

Question 4

Do you offer dedicated account management?

Accepted Answer

Team Suite clients are assigned a dedicated Success Manager who provides onboarding support, quarterly reviews, and priority escalation to maximize your team's experience.

Question 5

How does eterni know how to respond to families?

Accepted Answer

During onboarding, eterni learns your home's history, service offerings, scheduling details, and communication style. It maintains a comforting, on-brand tone on every call, families often cannot tell the difference from speaking with your staff.

Question 6

What happens after eterni takes a call?

Accepted Answer

Within minutes of ending the call, your directors receive a structured summary: who called, the nature of the request, any dates or times discussed, and recommended follow-up actions. Your team wakes up prepared, not catching up.

Question 7

Can eterni schedule appointments?

Accepted Answer

Yes. eterni can read your calendar, confirm viewing times, and coordinate scheduling requests, routing complex situations to the appropriate director without waking your on-call staff.

Question 8

What languages does eterni support?

Accepted Answer

eterni supports over 30 languages. eterni automatically detects the caller's language and responds naturally, with no phone tree required. Additional languages beyond your plan's default are available as add-ons.

Question 9

Is eterni really ready to handle a grieving caller at 2 AM?

Accepted Answer

Yes. eterni answers right away and follows 29 call-specific protocols, from first death notifications to pre-need planning, each with its own conversation flow. Numerous real-time guardrails ensure it never quotes prices, never gives medical or legal advice, never fabricates information, and respects emotional sensitivity. We test against real scenarios continuously.

Question 10

What happens if a call needs a person?

Accepted Answer

eterni escalates to your on-call director via SMS and email. Escalation is sequential: first director, then backup, up to 3 levels, with 60-minute expiry windows. No call ever goes unanswered or un-escalated.

Question 11

What is the difference between eterni Night Guard, eterni Concierge, and eterni Team Suite?

Accepted Answer

Night Guard delivers reliable after-hours voice coverage (500 calls/month, full transcription included) with lighter operations features, for a single funeral home or several, with additional locations available as add-ons. eterni Concierge is the full operations platform without after-hours voice coverage: full CRM, case workflow, multi-location coordination, and family-facing features for teams that prefer hands-on call handling. Team Suite is the complete bundle: voice coverage plus everything in Concierge, with a dedicated account manager (1,000 calls/month, full transcription included).

Question 12

What does the eterni CaseView plan include?

Accepted Answer

eterni CaseView gives you back office funeral home case creation and management. It's ideal for homes that want a transparent and straightforward back office operational and process view.

Question 13

Can we modify our plan mid-cycle?

Accepted Answer

Absolutely. You can upgrade at any time, charges are prorated. Downgrades take effect at the start of the next billing period.

Question 14

Is there a minimum term?

Accepted Answer

Yes — all plans include a six-month minimum subscription, billed quarterly (two quarterly payments cover the minimum). You can cancel during the minimum, but you remain responsible for the fees through the end of the six-month term. After that, it continues quarterly and you can cancel anytime.

Question 15

Can I cancel at any time?

Accepted Answer

You can cancel at any time. Because all plans include a six-month minimum subscription, if you cancel during the first six months you remain responsible for the fees through the end of that minimum term — there is no refund for the committed period. After the minimum, your subscription stays active through the end of your current billing term and will not renew. All plans are billed quarterly (annual prepayment saves 10%); a setup fee equal to one month is collected at signup.

Question 16

What is CaseView and how is it different from after-hours coverage?

Accepted Answer

CaseView is the back-office operations platform. It manages every case from intake through final disposition with a live dashboard, patent-pending Plan Builder, and multi-location logistics sync. After-hours coverage (Night Guard / Team Suite) handles after-hours calls. They complement each other but can be purchased separately. CaseView is available standalone or bundled with Team Suite, see Pricing for plan details.

Question 17

What does the patent-pending Plan Builder do?

Accepted Answer

The Plan Builder guides your directors through building a structured service plan for each case. You configure phases, assign staff to each phase, set milestones, and adjust on the fly as arrangements evolve, all tracked in real time. It ensures appropriate practice is followed for the given funeral service type.

Question 18

Can CaseView be used on a large screen or wall display?

Accepted Answer

Yes, CaseView is touch-screen optimized and designed to run on a large display at your front desk, arrangement office, or prep bay. It turns your wall screen into a live command center for every active case, replacing the traditional whiteboard.

Question 19

Does CaseView support multiple locations?

Accepted Answer

Yes. You can manage multiple chapels and facilities from a single account. Assign cases to locations, track prep bays, and coordinate cross-location logistics, every team member stays current without phone tag or manual handoffs.

Question 20

What is the Enterprise Audit Trail?

Accepted Answer

Every case action, status change, and staff interaction in CaseView is logged with an immutable audit trail. This provides full transparency for compliance, internal accountability, and long-term record retention, well after the service concludes.

Question 21

Is call data secure?

Accepted Answer

Yes. All call recordings, transcriptions, and case data are encrypted at rest and in transit.

Question 22

How is call data stored and for how long?

Accepted Answer

Call audio and transcriptions are retained for 90 days by default. All data is encrypted at rest and in transit. All contact, case, and related documentation are fully retained. That data is not deleted, and you are allowed to download your case, contact, and related documentation.

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