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Kansas company improves efficiency with MACC’s Set-Top Box interface
MACC continues to develop products that make our clients more efficient. One of our latest creations, a video application interface between Customer Master and cable television set-top boxes, is reducing truck rolls and increasing customer satisfaction for Columbus Telephone Company.
The Columbus, Kansas-based telecommunications company installed the interface in January of this year for use with its set-top boxes from Motorola. They quickly began reaping benefits, because the interface gives the company’s customer service staff the ability to interact with set-top boxes in the field directly from Customer Master. It also eliminates “swivel-chair” provisioning as customer information only needs to be entered into one system, saving time and reducing the chances for error.
“The application interface MACC designed is literally the lifeblood of our digital cable TV system,” said Nick Saporito, Marketing Coordinator for Columbus Telephone. “From adding a new box to an account to executing a simple programming change, it’s all communicated through Customer Master and our custom interface.”
The interface itself is triggered by a stage in Customer Master, which means it uses the same Service Order process the company has used for years. Keeping the interface within an existing process minimized the learning curve and made integration as seamless as possible.
Prior to the installation of the interface, a customer’s request for a change in programming resulted in a paper trail between the company’s front office staff and plant employees. A truck roll was also needed to complete the process. Another task the interface allows front office staff to complete is a “refresh” of unresponsive set-top boxes, which often solves problems that previously would have required a technician to visit the home or business. The interface can also be used to temporarily disable boxes when clients are behind on their bills. Once the customer is current, service can be restored without having a technician on premise.
“This change has increased efficiency, reduced paper use, and gives the customers what they want, sooner,” Saporito said. “Also, the interface has absolutely reduced truck rolls.”
For companies looking to significantly increase the efficiency of their video operation, this new interface should be considered. Columbus Telephone Company weighed MACC’s interface against other provisioning options. In the end, he said, the alternatives would have required the same investment and created a distraction to the company’s existing operations that could have negatively affected customer satisfaction.
“If you’re eager to keep your operations and workflow as streamlined and simple as possible, investing in this custom application interface from MACC is undoubtedly the way to go,” he said.
For more information on MACC’s new set-top box interface, please contact your Client Relations Manager, Account Manager, or National Sales Representative They can provide technical requirements, a fact sheet, and proposal for this important new solution from MACC.
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Melanie Kalar
Columbus Telephone Company
Columbus, Kansas
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Mary Phillips
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Zearing, Iowa
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Warm Springs Telecom
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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.
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Cheryl Noble
Superior Telephone
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Evertek
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Sheila Rouse
Olin Telephone & Cablevision Company
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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
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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
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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
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John Noah
Terril Telephone Cooperative
Terril, Iowa
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
I enjoy working with all the MACC staff I interact with! All very professional and personable too!
David Jones
Doylestown Telephone Company
Doylestown, Ohio
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
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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
Everyone at MACC has been committed to help in every way.
Janet McFarland
CentraCom
Fairview, Utah
Their system is Windows based, it’s easy to use, and they have great customer service.
Carolyn Haga
Consolidated Communications
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
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
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MACC · 1-800-622-2502
P.O. BOX 700 111 ADMIRAL DRIVE
BLAIR, NE 68008