Credit Management April 2024 issue

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Over £400 million recovered for our clients Our debt recovery track record is second to none – exactly what you’d expect from us, the largest independent High Court enforcement company. More Authorised HCEOs than any other with over 400 years combined experience Excellent client service and agents covering all of England and Wales Multiple industry awards for our technology and training To find out more or instruct us 08450 999 666 www.hcegroup.co.uk
SEAN FEAST FCICM MANAGING EDITOR Editor’s column DEAD RECKONING I’M sure that all of you at some point have had to deal with the death of a loved one. Many of you may have had the privilege – if that is the right word – of being an executor to a Will – and all that this entails. It’s a tough gig, often made tougher still by having to call multiple creditor organisations – banks, utilities, mobile phone providers etc – to set the wheels in motion for closing various accounts or subscriptions. I well recall a recent conversation I had a few years ago with a well-known satellite TV company who kept insisting that they could only speak to the account holder who had to give me permission to talk to them. No amount of telling them that said account holder - my mother - was dead seemed to be getting through. A farcical impasse had been reached, with seemingly no way through. The computer said ‘no’. And if you think that may have been an isolated incident, I experienced the exact same scenario with the mobile phone company. I consoled myself with the thought that my mother would have actually found the whole thing quite funny. She was good like that. In short, there’s a great deal wrong with managing death and especially around the issue of death notifications. It also plays havoc in our world of credit. So I was pleased to see that among the winners in the recent CICM British Credit Awards was a technology provider focused on this very issue. It has developed a death notification platform that has the potential to transform the process for good, and ultimately help individuals and organisations to resolve any outstanding financial issues early. And it’s not just fanciful thinking. It has been working with an energy provider in delivering a solution that their customers use and seem to like. It has dramatically cut the volumes of calls coming into the call centre and enhanced their customer services offering. It has eased the mental stress both on the caller and call recipient alike, having to deal with such an emotional subject. And – if it isn’t too vulgar to mention – it is saving the energy company thousands of pounds every month in time and resource, at a time when many such firms are under severe pressure to deliver. The judges were unanimous in their verdict. But while the Government has ‘Tell us once’ as a tool to enable the bereaved to inform most public sector organisations of a death in one go, there is no such common platform in the private sector, with everyone doing their own thing, and mostly not doing it very well. Perhaps this is the start of something even more significant, and a chance for the computer, for once, to say ‘yes’! Brave | Curious | Resilient / www.cicm.com / April 2024 / PAGE 3
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