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Database review streamlines CTC’s operations
by Nick Saporito, Marketing/Customer Experience Manager
Columbus Telephone Company
For us, USF Reform was an inflection point (as it has been for many independents). We decided we were going to make it a positive instead of a negative by taking the traditional independent business model and running it through the shredder. As such, our 109 year old company has literally been rethinking everything we do…from bold corporate strategy moves, down to how we utilize Customer Master.
With a renewed focus on streamlining operations and enhancing the customer experience, we solicited a database review from MACC. Linda Lemon then provided a detailed report of how we were utilizing Customer Master, what could be improved, and what was frankly just a mess. With her report, we began first with what immediately needed fixed or cleaned up in the data. Once the self-created messes were cleaned up, we moved to making operations more efficient.
Trouble Tickets and Service Orders were transitioned to paperless and we began using historically unused features of Customer Master (at Linda’s recommendation and guidance), such as the Contracts module. Today our technicians all have iPads and iPhones with MACC Mobile installed. They’re receiving their Trouble Tickets and Service Orders directly on those devices while in the field. The days of them having to come back to the CO to see if any new tickets are on the printer are now over – making more efficient use of their time.
Additionally, customers now approve technicians’ on-site work by signing digitally on the tech’s iPad. This has increased accountability for both our staff and customers requesting work that involves charges. It also propagates our company’s high-tech brand image.
The impact on the customer experience has also been a win for the customer. Today a customer can sign up for broadband in our business office and within minutes they can be back home, plug in an Ethernet cable, and immediately have data service.
We’re not done with using the information Linda provided. She also made recommendations regarding the use of CRM and other smaller items we have not yet implemented, but fully intend to by year’s end.
We at CTC found quickly that there is never a lack of resources and advice from MACC. With Linda’s guidance and our employees’ willingness to rethink everything, we’ve made our operations more efficient and afforded our customers a better experience in doing business with us.
MACC Client Experiences
I appreciate MACC and that you listen to your customers.
Roxanne White
Evertek
Everly, Iowa
MACC is always ready to listen to the suggestions we have.
Melanie Kalar
Columbus Telephone Company
Columbus, Kansas
Customer Master (MACC’s BSS/OSS) is always being updated and improved to make it better. As our requirements change, MACC continues to meet them.
Melanie Bloom
Wahkiakum West
Rosburg, Washington
Why we chose MACC
We’ve been using MACC’s Customer Master for three years. After reviewing software from other companies, we chose Customer Master, because of the program’s ease of use, the overall fit to our company, and our previous experience with MACC’s great customer service.
Linda Peterson, Chief Financial Officer
Emily Cooperative Telephone Company
Emily, Minnesota
MACC offers an integrated solution
Our decision to choose MACC was based on our company’s growing demands on our billing system. We needed an integrated solution that included customer billing, an inventory system, point-of-sale, and accounting package in one platform. With MACC, these needs have been met, and their solution will serve our company for many years to come.
Susan Hamilton, Vice President
GTI/Grafton Telephone Company
Grafton, Illinois
I never say it enough, but your company is so great to work with. I don’t know what I would do without everyone’s knowledge and kindness. I appreciate all of you more than you know.
Cheryl Noble
Superior Telephone
Superior, Iowa
MACC made the NLAD transition a painless process
The Customer Master upgrade with the NLAD module couldn’t have come at a better time. I used it to submit my NLAD file for scrubbing and it came back error free. The people at MACC did a great job to get the upgrade implemented. I have been dreading the task of preparing for the NLAD for months, but MACC made the process painless.
Suzanne Reed, Billing Supervisor
UniTel, Inc.
Unity, Maine
Everyone at MACC has been committed to help in every way.
Janet McFarland
CentraCom
Fairview, Utah
On gaining a better understanding of Customer Master
Since the training, our staff has eliminated unnecessary steps and employees now have a better understanding of the big picture of Customer Master.
April Simmons, Office Manager
Wiggins Telephone Association
Wiggins, Colorado
Excellent results with MACC
We’ve had excellent results with MACC’s customer service. Their three levels of customer support have really been a benefit to us. When you call MACC, they do a great job of getting you to the right person to answer your question.
Jill Madsen, Office Manager
Marne Elk Horn Telephone Company
Elk Horn, Iowa
It’s like you’re their only customer when you call
It’s like you’re their only customer that day when you call to ask a question. Seldom do we even need to receive a call back from MACC as they resolve issues so quickly. MACC offers support for everything we need.
Cheryl Castile, Office Manager
Panora Telco
Panora, Iowa
Their system is Windows based, it’s easy to use, and they have great customer service.
Carolyn Haga
Consolidated Communications
MACC programs work well for our needs! We have phone, internet, cable tv, satellite internet, and special circuits. We’re able to have good information and notes on all accounts. It’s also exceptional we can access equipment and addresses in a search. We are very happy that our techs have so much information right on the service order.
Judy Copp
Hawkeye Telephone Company
Hawkeye, Iowa
Comments from a new MACC client
Thanks so much for all of your help and support this past week. I’m so impressed by the staff at MACC. You all are great!
Adam Haas, General Manager
Warm Springs Telecom
Warm Springs, Oregon
MACC has an overall awesome performance! Customer Master is very easy to maneuver and it has more than one way to get into something.
Shelly Wydock
Ironton Telephone
Coplay, Pennsylvania
MACC · 1-800-622-2502 · P.O. BOX 700, 111 ADMIRAL DRIVE, BLAIR, NE 68008
MACC · 1-800-622-2502
P.O. BOX 700 111 ADMIRAL DRIVE
BLAIR, NE 68008