Foundation Partners Group Enhances Customer Care with Birdeye AI
Company Snapshot
Foundation Partners Group leads the funeral industry by blending compassionate end-of-life care with innovative technology. As a team of funeral homeowners and business experts, the company is dedicated to honoring every life with personalized support that comforts families.
- December 2022
- 250+ locations
The Challenge
Foundation Partners Group struggled to manage customer experiences across all 250+ locations. Manually handling reviews, surveys, and listings didn’t support their growing operational needs. Delivering high-quality interactions—especially during deeply sensitive moments—was central to Foundation Partners’ mission, but existing systems made it difficult to balance compassion with efficiency. Plus, outdated Google Business Profiles and underutilized survey data prevented meaningful improvements.
Solutions and Implementation
Birdeye equips Foundation Partners Group with a comprehensive suite of AI-powered tools to ensure efficiency and compassion in every customer interaction.
Reviews AI
- Centralized Management aggregates feedback from all review sites into a single dashboard.
- Personalized Responses use AI to craft tailored replies to reviews.
- Review Generation automates requests and boosts monthly Google reviews.
Surveys AI
- Automated Survey Requests schedule touchpoints to capture customer sentiments at the right time.
- NPS Insights track Net Promoter Scores (NPS) to measure customer satisfaction.
- Data Utilization provides deeper analysis to drive operational improvements and enhance customer care.
Listings AI
- Centralized Listings Management ensures consistent updates across 250+ Google Business Profiles, maintaining accuracy and visibility.
- Customized Filters enable tailored views of business segments for better operational insights.
- Streamlined Operations reduce manual workload and establish a reliable "source of truth" for all listings.
By integrating Reviews AI, Surveys AI, and Listings AI, Foundation Partners streamlines customer experience management and operational processes. These tools empower the team to enhance their online presence, gather actionable feedback, and deliver compassionate, high-quality service at scale.
Centralized Feedback Helps Deliver Exceptional Care
Foundation Partners uses Birdeye’s Reviews AI to manage over 10k reviews across their network of brands, achieving a remarkable 97% response rate. Reviews AI empowers the team to maintain a human tone when replying to over 9k reviews in the last 2 years. Plus, Birdeye’s centralized dashboard consolidates feedback from platforms like Google, Yelp, and the Better Business Bureau, simplifying the process and ensuring consistency.
Response templates and AI-powered tools allow the team to address star-only ratings automatically. Foundation Partners Group saves time crafting empathetic replies to negative reviews and preserves a high standard of care. These fast, compassionate responses contribute to an average 4.7-star Google rating for Foundation Partners.
“With Reviews AI, we’ve transformed how we manage feedback across 200+ brands, making it scalable and personal at the same time.”
Automated Review Requests Accelerate Online Growth
Foundation Partners experienced remarkable growth in their online reputation, tripling their Google reviews with the help of Birdeye's automated review requests. Personalized text messages drove a dramatic uptick in feedback volume, averaging approximately 842 new reviews per month.
This surge in 9.3k new Google reviews provides valuable insights into customer experiences, guiding improvements in service delivery and staff training. The increase in feedback volume strengthens Foundation Partners' online reputation and reinforces their commitment to operational excellence.
Proactive Surveys Boost Net Promoter Scores
Surveys AI helps Foundation Partners enhance their feedback loop with families. Automated surveys are sent three weeks after services in addition to follow-up emails. The timing allows families to reflect on their experience, leading to higher response rates and more meaningful feedback.
This proactive approach poses many advantages, but the data used for Net Promoter Scores (NPS) is the most significant. Currently, scores play a key role in employee performance evaluations and bonus structures, but the data’s full potential remains untapped. Foundation Partners plans to dive deeper into responses to uncover even more insights and improve service offerings.
Listings AI Maintains Brand Equity
With over 250 locations, Foundation Partners relies on Listings AI to ensure accuracy and efficiency across platforms like Google and Yelp. With 7.8 million profile impressions and 1.6 million website visits, Listings AI centralizes management, so the team can quickly resolve discrepancies and maintain operational precision.
Custom filters enable them to organize listings by region, segment, or brand, safeguarding local identities while enhancing search engine visibility. This streamlined approach ensures families find accurate location details, strengthening online reputation and customer trust for Foundation Partners Group.
“Birdeye became our source of truth for online profiles. With hundreds of locations to manage, it allowed us to ensure accurate and consistent information across all platforms, saving us significant time and effort.”
AI Innovation Empowers Businesses to Scale
This Birdeye partnership demonstrates how AI-driven tools elevate customer-focused businesses. By centralizing feedback, automating surveys, and maintaining consistent listings, Foundation Partners Group boosts efficiency and strengthens their reputation.
Ready to transform your operations with AI? Reach out today at 1-800-561-3357 ext. 1, or email sales@birdeye.com to learn more!
Birdeye: The Obvious Choice
Winning over 400 awards for 10 quarters in a row, Birdeye is the most-awarded and highest-rated customer experience software for businesses of all sizes.
