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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
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Mary Phillips
Minerva Valley Companies
Zearing, Iowa
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Evertek
Everly, 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
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Linda Peterson, Chief Financial Officer
Emily Cooperative Telephone Company
Emily, Minnesota
I have always had great experience with MACC. Everyone that I have worked with has helped me accomplish what I needed to get done. Thank you!
Sheila Rouse
Olin Telephone & Cablevision Company
Olin, Iowa
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Janet McFarland
CentraCom
Fairview, Utah
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Melanie Kalar
Columbus Telephone Company
Columbus, Kansas
The Pop-Up Training has been a valuable asset to our company, as it’s easy to fit into the work schedule for our Customer Service Representatives. It’s a low cost for three days of training. I highly recommend participating in these trainings, as Pop-Up offers new information every time! It’s a win-win for all!
Susan Hamilton, Vice President
Grafton Technologies
Grafton, Illinois
Their system is Windows based, it’s easy to use, and they have great customer service.
Carolyn Haga
Consolidated Communications
Comments from a new MACC client
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Adam Haas, General Manager
Warm Springs Telecom
Warm Springs, Oregon
Overall I have had a great experience with MACC. I enjoy working with the entire MACC team. They are very receptive to new ideas and enhancements.
Josh Gilbreath
Peoples Telephone Cooperative, Inc
Quitman, Texas
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Cheryl Noble
Superior Telephone
Superior, Iowa
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Susan McGhee
JBN Telephone
Holton, Kansas
It’s like you’re their only customer when you call
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Cheryl Castile, Office Manager
Panora Telco
Panora, Iowa
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
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
I have always been impressed with the level of support from MACC and during this time of Pandemic I am happy to say that the level is as excellent as ever. Thank you MACC team.
Lucy Bryan
Pinnacles Telephone Company
Paicines, California
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John Noah
Terril Telephone Cooperative
Terril, Iowa
I enjoy working with all the MACC staff I interact with! All very professional and personable too!
David Jones
Doylestown Telephone Company
Doylestown, Ohio
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
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MACC · 1-800-622-2502
P.O. BOX 700 111 ADMIRAL DRIVE
BLAIR, NE 68008