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De-stress disconnect days with AutoPilot
MACC’s AutoPilot can make disconnect day easier. How much easier? With approximately five minutes of work, Hawkeye Telephone Company reported its disconnections were reduced by 66 percent after it started using AutoPilot to send e-mails to customers whose accounts were about to become delinquent.
If you’re not familiar with AutoPilot, it’s a service associated with the Messenger Suite in Customer Master. MACC associates create a custom, branded e-mail and then install the needed code in Customer Master. The e-mail is sent to end-users automatically based on trigger points, like the closing of service orders, or in the case of delinquent messages, after a company’s employees complete a simple review process.
Besides sending delinquent messages, other common e-mails sent from Customer Master include welcome packets for new customers, reminders of upcoming ACH transactions, and follow-ups to visits by technicians.
At Hawkeye Telephone Company, Brittney Backes, a member of the company’s customer service team, said they send out the delinquent message to customers who have not paid a week before the account will be disconnected. The e-mails contain a friendly reminder payment is due and provide information on how it can be made. The message has the company’s logo and uses colors matching its website.
“The process is very simple. We just review the delinquent list to confirm it is accurate and then send the e-mail. It takes about five minutes,” Brittney said. “Learning the process would be simple for anyone, especially if you’re already familiar with the Delinquency Suite.”
She said the biggest benefit of using the delinquent emails has been the ability to remind customers in an efficient and convenient manner. While the company continues to send out paper notices to delinquent customers who do not respond to the e-mail, the benefits of the AutoPilot messages are clear.
“Calling customers or sending out paper notices can often be tedious,” Brittney said. “This process ensures that the customers will get their notices in a timely manner, giving them plenty of time to send in payment.”
MACC Client Experiences
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
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
Their system is Windows based, it’s easy to use, and they have great customer service.
Carolyn Haga
Consolidated Communications
It feels like working with friends when we work with MACC. I appreciate the friendly, welcoming attitude everyone there seems to have.
Mary Phillips
Minerva Valley Companies
Zearing, Iowa
Everyone at MACC has been committed to help in every way.
Janet McFarland
CentraCom
Fairview, Utah
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
We have nothing but positive thoughts of the entire MACC team. They are very helpful and always open to suggestions. We could not ask for a better partner!
Susan McGhee
JBN Telephone
Holton, Kansas
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
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
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
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
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
My experience with MACC is very positive! All of the different groups within MACC are a pleasure to work with and very knowledgeable. Keep up the Great Work!
John Noah
Terril Telephone Cooperative
Terril, Iowa
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
MACC is always ready to listen to the suggestions we have.
Melanie Kalar
Columbus Telephone Company
Columbus, Kansas
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
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 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
I appreciate MACC and that you listen to your customers.
Roxanne White
Evertek
Everly, Iowa
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