Deceased account management specialist , Philips & Cohen Associates (PCA), has announced it has work with worked with E.ON Next to develop a new online solution.
The new technology platform called NotifyNOW enables the bereaved to use a simple route with which to notify utilities and similar organisations when a customer passes away.
NotifyNOW is accessed through a simple link embedded on the energy provider’s website. The customer (or individual acting on their behalf) clicks on the link and is taken to a form with basic questions. Through NotifyNOW, representatives of the deceased can provide information such as their contact details, probate status, creditor information, landlord details, meter readings, and who is taking over the account, if known. Once the form is completed, and the relevant documents are uploaded, the task is complete, and no other action is needed.
Nick Cherry, Chief Operating Officer at PCA, says that by offering an online platform, PCA is helping to support a better customer experience which is essential at a time which is already challenging “For E.ON Next’s customers, representatives of the bereaved no longer have to contact a call centre or speak to anyone in person if they don’t wish to.”
“People can simply go online and fill out the form at a time that is convenient to them, outside of office hours, 24/7, without requiring any personal interaction unless they actively seek it.”
Tracey Smith, Third Party Commercial Manager at E.ON Next, said “We have worked with PCA for more than 15 years and they have supported us and our customers in many ways, not least the training our staff to better manage customers at what is an extremely emotional and difficult time.”
“NotifyNOW is another way in which we are trying to help our customers by making the process of passing on essential information to us as easy and convenient as possible.”