Invocare Business Model Canvas

Reliable suppliers secure consistent pricing and quality for Invocare, which serves over 1,000 funeral homes and cemeteries across Australia and New Zealand (2024), ensuring nationwide inventory coverage. A deep product range supports diverse preferences and budgets. Just-in-time coordination cuts storage costs at scale. Customization options increase memorialization value and customer willingness to pay.

Invocare (ASX: IVC) leverages hospital/aged-care referrals, faith partners and coronial links to stabilise at-need demand and improve family experience; FY2024 revenue was AUD 1.06 billion. Its national supplier network supports >1,000 funeral homes and cemeteries across Australia and New Zealand, while multicultural outreach reflects Australia’s 30% overseas-born population (2021 census).

Professional mortuary care at Invocare preserves dignity and regulatory standards across its network of approximately 240 funeral homes and 145 cemeteries and crematoria (2024). Transfers are managed 24/7 by trained teams to ensure timely, respectful movement of the deceased. Robust chain-of-custody controls minimize handling errors and documentation lapses. Family viewings are arranged sensitively to support bereavement needs.

Consultation, planning and on‑the‑day execution across Invocare’s 2024 network of over 300 locations (≈240 funeral homes, 145 cemeteries/crematoria) convert client wishes into services; cremation represented ~60% of Australian dispositions in 2023. Mortuary, crematoria and cemetery operations maintain regulatory, safety and chain‑of‑custody controls. Aftercare and pre‑need advisory serve ~100,000 families annually and support ancillary revenue.

Invocare's fleet of hearses, transfer vehicles and mortuary specialist equipment across ~220 funeral homes in Australia and New Zealand (2024) enables timely, professional service delivery. CRM, scheduling and case‑management systems streamline workflows and reduce administrative time per case. Livestream and tribute platforms—used in an increasing share of services—enhance customer experience. Robust data governance and cybersecurity protect sensitive client records.

Owned and leased portfolio: ~220 funeral homes, cemeteries and crematoria across Australia, NZ and Singapore supporting scale and cross‑sell (ASX: IVC).

Workforce and activity: ~3,500 staff delivering ~40,000 funerals in 2024 with accredited training and regional leadership.

Systems and governance: CRM, livestreaming, robust cybersecurity, state licences and ring‑fenced perpetual care trusts ensure compliance and service continuity.

ASX-listed (IVC) Invocare leverages trusted local brands to deliver familiarity and accessibility, serving thousands of families annually through a network of hundreds of locations; regional scale ensures capacity during peak demand periods, centralized procurement drives efficiency and fair pricing, and standardized quality protocols maintain consistent service across the estate.

One provider delivers end-to-end care with a single point of contact, reducing handoffs and stress. Tiered pricing, instalments and pre-need contracts lock preferences and price certainty (2024). Digital memorials, livestreaming and centralized procurement combine with network scale across Australia, New Zealand and Singapore (2024).

Itemized quotes set expectations and reduce billing disputes for clients; packages simplify comparison while preserving choice. InvoCare, ASX: IVC, operates across Australia and Singapore and leverages no-surprise billing policies to build confidence. Prompt follow-up clarifies changes and supports customer retention.

24/7 responsive support reassures ~40,000 families served in 2024, reducing anxiety and follow-up calls. Arrangers offer tailored options across 240 sites in Australia and New Zealand, with clear contracts and itemized quotes. Aftercare includes bereavement referrals, memorial reminders and satisfaction checks sustaining long-term trust. Community outreach ran 120 workshops and 200+ events in 2024, boosting pre-arrangements.

24/7 phone lines and live chat provide immediate human contact during emergencies, enabling rapid triage routes to the nearest Invocare location across Australia and New Zealand. Simple questions are resolved quickly through trained staff and escalation to on-call teams. Accessibility supports all demographics in a market of 26.0 million people in 2024 (ABS).

In-person network (480+ funeral homes, 250+ arrangement centres) plus 24/7 phone/chat and company portals drive intake and same-day response across Australia & New Zealand (Australia pop 26.0M 2024). Trusted referrals, clergy/health partnerships and social media (23.2M AU users 2024) lower acquisition costs and boost reach.

Culturally and faith-diverse communities require rituals and timelines to be strictly honored, with language and cultural competence central to service delivery; Invocare serves over 400 funeral homes across Australia and New Zealand (2024), enabling local cultural teams. Community leaders and faith authorities shape choices, so tailored offerings and multilingual staff increase relevance and uptake, improving engagement and retention.

At-need families demand prompt, dignified service; Australia ~180,000 deaths (2023–24) and avg funeral cost AUD 8,000 drive urgent spend.

Pre-need planners value prepaid certainty; Australia 65+ share projected 22% by 2057 supports growth; Invocare ~260 locations (2024).

Digital uptake surged: remote-service requests +35% (2024) and 68% requested livestreams, expanding virtual revenue.

Vehicle acquisition and servicing underpin logistics for ASX-listed Invocare, supporting transfers and wakes across its network; maintenance is treated as capital and operating expenditure to ensure reliability. Mortuary equipment and PPE are essential safety-driven costs, meeting regulatory standards. Caskets, urns and floral supplies are variable, tied to service volume. Tight inventory management in 2024 reduces waste and working capital.

Salaries and 24/7 care teams are the largest costs; FY2024 revenue A$1.07bn frames wage and compliance burden. FY2024 capex/maintenance ~A$35m; cremator lifecycle upkeep A$250k–700k each. Marketing, streaming and content add variable costs (marketing 5–10%; streaming $50–400/month); perpetual care reserves ~A$70m on balance sheet.

Revenue derives from sale of plots, niches and vaults, with separate interment charges and mandatory perpetual care contributions that secure long-term site maintenance. Monument permits and bespoke memorial services provide incremental fee income. Long-lived cemetery assets generate recurring activity and predictable cashflows through repeat service demand and perpetual care reserves.

At-need packages were Invocare's primary revenue driver in 2024, with tiered pricing and add-ons increasing average transaction value. Cremation processing and scheduling benefitted from a 2024 Australian cremation rate of about 71%, while add-ons typically lift spend by ~15%. Cemetery sales and perpetual care deliver recurring cashflow; Invocare operated over 200 funeral homes in 2024.