Comprehensive User Journey Flow Analysis

491 callers analyzed | 1933 calls | Date range: 2024-08-28 to 2025-12-24 | Patterns for CRM case management | Out-of-scope calls excluded | Generated 2026-03-12 16:10

1. Funeral
2. Benefits
3. Admin
4. Housing
5. Emotional
6. Multi-Agency
7. Process
⚠️

COMMERCIALLY SENSITIVE

CONFIDENTIAL DOCUMENT

⚠️ DISTRIBUTION RESTRICTIONS

This document contains commercially sensitive proprietary data and strategic business intelligence belonging to PHRENETECH LTD. The information contained herein represents confidential service patterns, operational metrics, and competitive insights.

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Document Information

Owner:
PHRENETECH LTD
Classification:
CONFIDENTIAL - COMMERCIALLY SENSITIVE
Generated:
2026-03-12 16:10
Data Coverage:
2024-08-28 to 2025-12-24
Total Records:
1,933 calls from 491 unique callers

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If you need to share this document with additional parties, please contact:

PHRENETECH LTD
Email: info@phrenetech.com

© 2026 PHRENETECH LTD. All rights reserved.

This document and its contents are protected by copyright and commercial confidentiality laws.

1,933
Total Calls Analyzed
491
Unique Callers
212
Single-Call (43.2%)
279
Multi-Call (56.8%)
Key Insights from Comprehensive Analysis
Including ALL 491 callers reveals new patterns

Single-Call Success

212 callers (43.2%) got help in one call — either resolved immediately or signposted effectively

Ongoing Support

279 callers (56.8%) needed multiple touchpoints — avg 6.17 calls over 43.0 days

Proactive Outreach

1,148 calls (59.4%) were outbound — we follow up, don't wait for families to return

Multi-Call Journey Metrics
6.17
Avg Calls/Journey
43.0
Avg Duration (days)
72
Max Calls
447
Longest (days)

📊 Key Insight: Bereavement Support Requires Sustained Engagement

The data shows that effective bereavement navigation is not a single intervention. With an average of 6.17 calls over 43.0 days, families need repeated touchpoints as their circumstances evolve. Some journeys extend to 447 days with up to 72 calls — reflecting the complex, unfolding nature of bereavement needs. This validates a case management approach over transactional service delivery.

What Families Need on First Call
Entry point distribution across ALL 491 callers (includes single-call)

1.1 FD Comparison — 86 journeys

17.5% of all callers start here

1.2 Funeral Advice — 83 journeys

16.9% of all callers start here

5.1 Emotional Support — 66 journeys

13.4% of all callers start here

6.1 Multi-Agency Coordination — 53 journeys

10.8% of all callers start here

2.1 Benefit Check — 52 journeys

10.6% of all callers start here

6.2 Signposting to Specialist Support Services — 36 journeys

7.3% of all callers start here

3.1 Death Notifications — 31 journeys

6.3% of all callers start here

1.3 Funeral Payment Support — 22 journeys

4.5% of all callers start here

4.1 Housing — 20 journeys

4.1% of all callers start here

7.1 Follow-up — 18 journeys

3.7% of all callers start here

Complete Transition Matrix
What typically follows each action — shows journey progression patterns

From 2.1 Benefits

→ 2.1 same 86
→ 5.1 Emotional 29
→ 2.2 Claims 21
→ 3.1 Death Notif 17
→ 6.1 Multi-Agency 15
→ 2.5 Council Tax 14
→ 1.1 FD Compare 13

From 5.1 Emotional

→ 5.1 same 63
→ 2.1 Benefits 34
→ 1.2 Advice 23
→ 1.1 FD Compare 18
→ 6.1 Multi-Agency 16
→ 4.1 Housing 15
→ 6.2 Specialist Signposting 13

From 1.1 FD Compare

→ 1.1 same 36
→ 2.1 Benefits 26
→ 5.1 Emotional 22
→ 1.2 Advice 22
→ 3.1 Death Notif 20
→ 6.1 Multi-Agency 14
→ 6.2 Specialist Signposting 6

From 3.1 Death Notif

→ 3.1 same 46
→ 5.1 Emotional 16
→ 2.1 Benefits 15
→ 1.1 FD Compare 15
→ 6.1 Multi-Agency 11
→ 2.2 Claims 7
→ 7.1 Follow-up 7

From 4.1 Housing

→ 4.1 same 40
→ 5.1 Emotional 14
→ 6.1 Multi-Agency 10
→ 2.1 Benefits 8
→ 6.2 Specialist Signposting 7
→ 3.1 Death Notif 5
→ 1.1 FD Compare 4

From 1.2 Advice

→ 1.2 same 27
→ 1.1 FD Compare 24
→ 5.1 Emotional 21
→ 3.1 Death Notif 14
→ 6.1 Multi-Agency 14
→ 7.1 Follow-up 11
→ 6.2 Specialist Signposting 11

From 6.1 Multi-Agency

→ 5.1 Emotional 20
→ 6.1 same 19
→ 2.1 Benefits 13
→ 4.1 Housing 12
→ 3.1 Death Notif 10
→ 1.1 FD Compare 9
→ 1.2 Advice 9
Single-Call Journeys
212 callers (43.2%) resolved in one call

Funeral

62 journeys (12.6%)
Definition: One-call funeral enquiry - resolved or signposted immediately
Pattern: Single call: 1.1, 1.2, or 1.3 only
Duration: Same day
Key Indicator: Successful immediate resolution or out-of-scope

Multi-Agency

58 journeys (11.8%)
Definition: Journey type based on primary action domain
Pattern: See individual calls for pattern
Duration: Varies
Key Indicator: Determined by action frequency

Emotional

31 journeys (6.3%)
Definition: One-call emotional support or crisis intervention
Pattern: Single call: 5.1, 5.2, or 5.3 only
Duration: Same day
Key Indicator: Immediate support provided or referred

Benefits

29 journeys (5.9%)
Definition: One-call benefit enquiry - quick check or simple signposting
Pattern: Single call: 2.1 or 2.x action only
Duration: Same day
Key Indicator: Straightforward query or redirected

Admin

16 journeys (3.3%)
Definition: One-call admin query - quick guidance provided
Pattern: Single call: 3.1 or 3.2 only
Duration: Same day
Key Indicator: Simple admin question answered

Housing

12 journeys (2.4%)
Definition: One-call housing enquiry - referred or out-of-scope
Pattern: Single call: 4.1 or 4.2 only
Duration: Same day
Key Indicator: Initial assessment completed

Process

4 journeys (0.8%)
Definition: One-call follow-up scheduling
Pattern: Single call: 7.1 only
Duration: Same day
Key Indicator: Callback arranged
Multi-Call Journeys
279 callers (56.8%) needing ongoing support

Funeral Centric

116 journeys (23.6%)
Definition: Callers who primarily need help with funeral arrangements across multiple calls
Pattern: Entry: 1.1 or 1.2 → Flow: Funeral → Benefits → Admin
Duration: Typically 2-4 weeks
Key Indicator: Most actions are in domain 1 (Funeral)

Benefits Centric

48 journeys (9.8%)
Definition: Callers focused on welfare benefits and income maximisation
Pattern: Entry: 2.1 → Flow: Benefits → Benefits → Claims → Council Tax
Duration: Typically 4-8 weeks (benefit claim cycles)
Key Indicator: 2.1 → 2.1 self-transitions common

Emotional Centric

38 journeys (7.7%)
Definition: Callers needing sustained emotional and bereavement support
Pattern: Entry: 5.1 → Flow: Emotional ↔ Benefits (bidirectional)
Duration: Often longest journeys (6+ weeks)
Key Indicator: 5.1 → 2.1 and 2.1 → 5.1 bidirectional flows

Multi-Agency Centric

29 journeys (5.9%)
Definition: Journey type based on primary action domain
Pattern: See individual calls for pattern
Duration: Varies
Key Indicator: Determined by action frequency

Admin Centric

24 journeys (4.9%)
Definition: Callers focused on death administration and notifications
Pattern: Entry: 3.1 → Flow: Notifications → Notifications → Probate
Duration: 2-3 weeks for admin completion
Key Indicator: 3.1 → 3.1 self-transitions (complex admin)

Housing Centric

13 journeys (2.6%)
Definition: Housing or tenancy issues requiring long-term case management
Pattern: Entry: 4.1 → Flow: Housing → Housing → Multi-Agency → Benefits
Duration: LONGEST - typically 3-9 months
Key Indicator: 4.1 → 4.1 self-transitions, tenancy succession

Process Centric

10 journeys (2.0%)
Definition: Focus on follow-up scheduling and process tracking
Pattern: Entry: 7.1 → Multiple scheduled touchpoints
Duration: Varies by underlying need
Key Indicator: Regular 7.1 Follow-up actions

Mixed Centric

1 journeys (0.2%)
Definition: Journey type based on primary action domain
Pattern: See individual calls for pattern
Duration: Varies
Key Indicator: Determined by action frequency
Real Journey Examples
Top 10 longest journeys showing call-by-call progression
72 calls over 271 days
Emotional Centric
1.1→2.1→4.1→4.1→6.1→6.2→2.5→4.1→...64 more calls
65 calls over 208 days
Housing Centric
4.1→4.1→6.1→7.1→1.2→1.1→3.1→6.1→...57 more calls
60 calls over 83 days
Funeral Centric
1.1→7.1→5.1→6.1→6.2→2.1→4.1→3.1→...52 more calls
54 calls over 252 days
Emotional Centric
1.2→6.1→3.1→3.1→3.1→3.1→5.1→5.1→...46 more calls
53 calls over 377 days
Admin Centric
3.1→2.1→3.1→2.1→2.1→3.1→3.1→3.1→...45 more calls
50 calls over 254 days
Benefits Centric
1.3→1.2→1.3→5.1→2.1→2.1→1.1→3.1→...42 more calls
41 calls over 267 days
Benefits Centric
7.1→2.1→2.2→2.2→2.2→2.1→2.5→2.1→...33 more calls
38 calls over 438 days
Funeral Centric
1.3→2.1→1.1→6.1→1.1→6.1→1.2→7.1→...30 more calls
36 calls over 73 days
Housing Centric
1.3→1.3→2.1→1.3→1.1→3.1→3.1→4.1→...28 more calls
28 calls over 45 days
Funeral Centric
1.2→7.1→6.2→3.1→6.1→7.1→1.1→5.1→...20 more calls
Recommended CRM Case Management Blueprint

Based on comprehensive analysis — stages for Zoho CRM blueprints

1

Initial Assessment

First contact — identify entry point and immediate needs

1.1 FD Compare 1.2 Advice 5.1 Emotional 6.1 Multi-Agency
2

Financial Triage

Proactive benefit check — analysis shows strong funeral→benefits flow

2.1 Benefit Check 1.3 Funeral Payment 2.5 Council Tax
3

Administrative Support

Death notifications, probate — high self-transition rate shows complexity

3.1 Death Notif 3.2 Probate
4

Ongoing Support Loop

Bidirectional Emotional ↔ Benefits flow — expect both needs

5.1 Emotional 2.1 Benefits 2.2 Claims
5

Complex Case Management

Housing cases are longest (447 days max) — requires sustained navigation

4.1 Housing 6.1 Multi-Agency 6.2 Signposting
6

Case Resolution & Follow-up

Schedule proactive contact — 59.4% of all calls are outbound

7.1 Follow-up
Key Rules for Case Managers

Always Offer Benefits Check

After any funeral action (1.x), proactively offer 2.1 — data shows strong progression

Expect Emotional Needs

From benefits calls, many flow to emotional support — practical help surfaces feelings

Flag Housing Cases

Housing-centric journeys are longest (72 calls max) — assign dedicated case manager

Benefits Self-Reinforcing

Many calls stay in 2.1→2.1 — income maximisation requires multiple touchpoints

Proactive Outreach

59.4% calls are outbound — families need us to follow up, don't wait

Single-Call Insights

43.2% resolved in one call — track which entry points = immediate success