Let's say that you've successfully created a pre-need case in Gather, but you've had its death call and need to change the case type to at-need. Follow our step-by-step guide below to create the pre-need case and then ensure a smooth transition from pre-need to at-need in the Gather:
Create The Pre-Need Case
Once you've secured a pre-need customer, you'll want to create a new pre-need case. Here's how you can create a new pre-need case in Gather:
Log in and navigate back to your dashboard view
Click on the 'Create New Case' button
Select the case type: 'Pre-Need'
Enter the first name, last name, and assignee for the case
Select 'Create a New Case'
Pro Tip: Gather automatically checks for duplicate cases based on first name and last name. You'll be prompted with a warning if there are any potential matching cases that already exist in the platform.
Add Helpers To The Pre-Need Case
Once you capture contact information for a particular pre-need case, be sure to invite them to the case as helpers or preserve their contact information for the case:
From the 'Organize' page, select 'Invite' icon next to 'View All Helpers'
Select the tab at the top to 'Add Guest'
Enter contact information and invite or preserve the helper
If you'd prefer not to invite the helper into Gather quite yet, you can select the 'Don't send invitation' toggle, and you're then prompted to simply preserve the guest's information that will be tied to the case.
Pro Tip: we recommend that you record and capture the contact information for the pre-need customer and at least 1 other emergency contact.
Build and Freeze the Statement
After you've scheduled your pre-need arrangement meeting and selected the packages or services that the pre-need customer desires, freeze the statement of goods and services. This prevents any additional changes taking place between the time the case is created and its transition from pre-need to at-need.
From the case's 'Organize' page, click the dollar sign icon in the top right corner
Select the Showroom tab to show the packages you offer and add them to the statement
Add items one at a time too, through the green 'Add Products' button
Click the pencil icon at the top left of the statement page and select 'Freeze Statement'
You can unfreeze and make changes as needed but always freeze the statement as soon as you're finished editing it. All edits after the initial freezing of the statement will be logged so you can see when changes to the statement have been made.
Obtain Required Signatures and Payments
Since this case is a pre-need and it could be some time before it will becomes an at-need, you want to have the paperwork signed and take an initial down payment. Be sure to obtain any required signatures on the statement for your records. Also, process any payments and note any insurance policies that relate to the pre-need case.
From the case's 'Organize' page, click the document icon in the top right corner
Select 'Create Signature Packet'
Select the statement, along with any other required forms
Choose 'Print & Sign' or 'Sign Digitally'
Select 'Next Step'
Complete the prompts and send the packet for signature
Pro Tip: adding the statement of goods and services to a case's signature packet will automatically freeze the statement/contract and prevent any additional changes to the statement unless it's manually unfrozen or edited.
If you select the 'Sign Digitally' option for the signature packet, the signed packet will automatically be uploaded into Gather as a case file. However, if you select the 'Print & Sign' option for the signature packet, be sure to upload the signed forms to the case file section so you have a saved copy when you need to reference it in the future.
Pro Tip: you can send reminders to people who still haven't signed by navigating to the packets for a specific case, toggling to 'Signatures', clicking the three dots to the right of the contact, and selecting 'Send a Reminder'.
If you have questions about how to process payments in Gather, please refer to this help article.
Add Important Notes and Files to The Case
We recommend that you add any important notes that will be helpful when referencing back to the specific pre-need case. Case notes are never visible to the family. To add custom notes:
From any case page, click on the plus icon
Select 'Case Note'
Type your note, being as detailed as possible
Select 'Save Note'
Pro Tip: you can also save notes from the case card on the dashboard and view custom notes for all cases: scroll to the bottom of your dashboard, and select the 'Notes' tab.
Add any important files to the case, including the signed signature packet and original pre-need contract. To add important case files for future reference:
Navigate to the case's 'Organize' page
Click on the document icon in the top right corner
Toggle to the 'Case Files' tab
Click on 'Upload New File'
Archive The Pre-Need Case In Gather
Lastly, you'll want to archive the case in Gather. To complete this step, navigate to your dashboard, and search for the case you're ready to archive. Then, select the 3 dots in the top right of the case card, and select 'Archive Case'. This takes the case from your Active case count and your dashboard slider so you can focus on the cases you're currently working on.
Important Note: after you archive a case, you can still search for the case and access all of its information in Gather using our Global Search feature. Archived cases are included in case reports, and you also have the option to 'unarchive' any case that you'd like.
You receive a death call and now it's time to change the case type from pre-need to at-need.
Search and Unarchive The Pre-Need Case
Once the case is ready to be converted from pre-need to at-need, you're ready to unarchive the pre-need case. Unarchiving the case will bring it back onto the dashboard as one of your Active cases:
Navigate back to your dashboard view
In the search bar, type the name of the case
Click on the 3 dots in the top right corner of the case card
Select 'UnArchive Case'
Update The Case Type to At-Need and Select WorkFlow
Now, you're ready to switch the case from pre-need to at-need, and choose a new WorkFlow with assignable tasks for the case:
Navigate to the case card on the dashboard
In the center of the case card, click the text that displays the case type (it will say 'Pre-Need')
Select the 'At-Need' tab
Click 'Switch to a Different WorkFlow'
Referencing the case files and statement, select the correct WorkFlow
Review and Edit The Case's Existing Statement/Contract
Before proceeding with anything else, review the case's existing statement or contract by navigating back to the case's stored files.
By reviewing this beforehand, you'll ensure that all services are up-to-date and recorded for the case you're working on.
Pro tip: you can pull up the signed copy of the statement from when the case was a pre-need in the case files.
How to Apply Contract Revisions or Pre-Need Shortfalls
Oftentimes, several adjustments need to take place with the statement of goods and services when a case moves from pre-need to at-need:
Adding new cash advance items to the statement of goods and services
Adjusting packages or line items to today's prices
Applying the payout from a preneed policy that has been claimed and fulfilled
Recording a pre-need discount or shortfall on the contract
When adding items or making adjustments to a frozen statement, it will automatically unfreeze so you and your families can easily track any edits or changes to the statement of goods and services for the loved one's services.
Pro Tip: Any adjustments made to a previously frozen statement in Gather will be displayed in orange.
In the example below, you'll see the revised statement of goods and services with added cash advance items and up-to-date prices on specific line items or services.
Next, reference the original pre-need policy already recorded for the case on the 'Payments' page and follow your general claims process. Once it has been paid out, simply click on 'Record Payment' to record the payment from the pre-need policy, add a memo as needed, and you'll be able to generate a receipt for future reference that is tied to the case.
After the policy has been successfully paid out, you can apply a pre-need shortfall or discount if the death benefit of the pre-need policy does not cover the current-day cost of the funeral according to your up-to-date general price list. To do so:
Navigate back to the 'Statement' page
Click on 'Adjust Statement Total' in the contract itself
Add the negative amount that reconciles correctly
Adjust the discount name to be 'Pre-Need Shortfall' or 'Pre-Need Discount'.
After applying the pre-need shortfall (or pre-need inflation discount) to the updated contract, navigate back to the 'Payments' page, set up a new payer card for the family member, add the remaining balance owed, and click on 'View Payer Invoice' at the bottom of their payer card.
This will generate a PDF invoice you can provide to the family so they can see:
The pre-need policy has been paid out
The pre-need shortfall or discount has been applied
The remaining out-of-pocket balance owed on the contract
You can then proceed with processing the remaining amount from the family, and ensure that your financials for the case are fully reconciled in the payments and revenue reports in Gather.
Follow Your General Process For At-Need Cases
By this point, you'll already have your customized WorkFlows and forms configured to proceed as you normally would for an at-need case, such as customizing the Remember Page, inviting additional helpers, and planning the services.
Important Note: when you update a case from pre-need to at-need, this update will also be reflected on your reports within Gather.
Need more help? Chat with our team anytime, or give us a call at (208) 908-0488.